General Thoughts on Kayako?

[landonray]

I'm currently evaluating Kayako for our business.

Quickly perusing these forums, I must admit to being a touch nervous. Seems like the majority of posts are bugs and frustrations?

Can a few people chime in about their overall experience?

Are these normal little things that get handled swiftly? Or is there a more serious quality issue that a newcomer should be aware of.

Seems like pretty technical talk.. should a non-techie get involved? I'd hate to have to bug our tech dept about a hosted ticket system!

Thanks!

Landon

[supportskins]

As such no show stopper has been reported in Kayako. It is a fine piece of software and a lot of companies are satisified using it. If the software meets your requirement or not, it would be your call. I would recommend you sign up for a free trial and check if it meets your requirements. If you plan to use the software on your servers, I suggest you contact Kayako Sales and sign up for a non-hosted trial.

[Jamie Edwards]

Hi Landon,

Welcome to the forums and thanks for your interest in Kayako software.

Quickly perusing these forums, I must admit to being a touch nervous. Seems like the majority of posts are bugs and frustrations?

Can a few people chime in about their overall experience?

I can understand that, but unfortunately more people are more vocal when something goes wrong as opposed to going well. There is nothing wrong with this, but hopefully you can take solace in seeing most of the issues posted here being resolved to satisfaction.

Seems like pretty technical talk.. should a non-techie get involved? I'd hate to have to bug our tech dept about a hosted ticket system!

Most people who post here are looking for help with more technical or complex issues (installations, customisations etc). However, on your typical web server environment you should be able to simply upload the software, add your database, hit install and go!

You might want to consider a 7 day trial license before purchasing - if you would like one then please get in touch with Sales.

Here are some recent 'going well' threads you may have interest in:
http://forums.kayako.com/showthread....6703#post66703
How Much You Rate Kayako?
Thank you Sandeep
Kayako Support: An updated impression.
my feedback on supportsuite

Regards,

[craigbrass]

Jamie is right. When something is working fine, people don't generally post feedback saying it is working well. When something goes wrong, they tend to post hence a small number of issues here on the boards.

The majority of posts are just people asking "how do I do this?" or "what is the best way to do this?".

One big advantage of the forum for new users is the likes of myself, Jamie (operations manager), Hiren (Owner of SupportSkins) and a few others activly post here so are always on hand to help anyone. There is also a vast amount of answers to people who have previously answered which can be found using the search feature.

Kayako also offers ticket based and live help support for people with active support / updates.

[internut33]

landonray,

If it means anything i've been using esupport owned for 3+ years now and its saved me, time & money and has made my life with handling support much much easier.

just my quick 0.02