How Much You Rate Kayako?

[PHP Guru]

Open Discussion:

How much you rate kayako on following basis:

1. User Interface
2. Coding Standard
3. Functionality (As there are so many bugs in kayako functionality I rate it 5/10) Reason: Email handling system does not know how IMAP works. huh.
4. Bugs vs Features
5. Support
6. Value for money

Do you like it as Open Source?

[craigbrass]

1. 8/10.
2. 10/10.
3. 7/10 (hopefully a lot of features we request here on the board will get implemented in v4.
4. 8/10.
5. Dunno, never used it other than for domain changes! Many people say it is good tho.
6. 10/10.

Open source software products are great if you want to modify the product to your needs. They just need to go the rest of the way with the last few files to remove the need for a decoder to be present on the server. Pointless having encoding anyway as the latest versions of Zend and Ioncube can be decoded for a few dollars.

[twhiting9275]

1: 7/10 , could use some work
2: 3/10 , very NON standards compliant code (chat links, templates, etc). Of course that's kind of easy to change if you know what you're doing, but still, it's not standards compliant.
3: 9/10 , it functions well enough, although it COULD do better, it still functions well enough.
4: 8/10 , I've run across a few (note: a few) bugs, but those are usually pretty easily solved
5: 3/10 , based on past experience. I've been told it's changed, but again, haven't had to test it out.
6: 3/10 , based on slow development (ie: you need to renew in order to receive what we've been promising for months). If, as Varuun says, more individuals are being brought on to develop code (in US and India), then this might just resolve this problem, one can hope!

Open Source, haven't seen it as much, though I only use the leased versions (yearly and owned aren't worth the money, due to #6).

[craigbrass]

With regards to the coding standard, I was referring to the PHP rather than the HTML. HTML isn't too good and needs making standard-compliant.

[Digital Mayhem]

1. User Interface = 10 out of 10
2. Coding Standard = 10 out of 10
3. Functionality (As there are so many bugs in kayako functionality I rate it 5/10) Reason: Email handling system does not know how IMAP works. huh. = 9 out of 10
4. Bugs vs Features = 10 out of 10
5. Support = 10 out of 10
6. Value for money = 1,000,000 out of 10

[twhiting9275]

Originally Posted by craigbrass

With regards to the coding standard, I was referring to the PHP rather than the HTML. HTML isn't too good and needs making standard-compliant.

Yeah, I wasn't 100% sure what he meant by that, so I took a stab and went with html standards.

[Hristo]

1) User interface: 2/10
2) Coding standard: 6/10
3) Functionality: 7/10
4) Bugs vs features: I do not understand this criterion.
5) Support: 7/10
6) Value for money: 10/10

[eiden]

1. User Interface: 4/10
Room for a lot of improvements. Just look at the examples here: http://extjs.com/

2. Coding Standard: 3/10
I have found a lot of poor coding, especially the javascript is badly written. When it comes to PHP, I guess this example speaks for itself (look at the "function getRatingImage"):
http://www.diskusjon.no/index.php?sh...&#entry9358059

3. Functionality: 8/10
4. Bugs vs Features: 9/10 (In advantage of features)
5. Support: 5/10
6. Value for money: 11/10

[supportskins]

I think overall the software is a great tool and helps immensely in enhancing your customer support. However there is always room for improvement. An overall rating would be 8.5/10. Keep up the good work Kayako!

[PHP Guru]

Over all rating of kayako is good except Support and slow development. I think kayako need some more good staff like Ryan, Jamie, Mahesh and Raghav (four pilers of company).

Development is slow due to small development team and they also have to handle Support Staff and Clients. So, kayako is excused on this .

Support is poor due to lack of training.

I think kayako is Indian company. If so then most of the Indian companies do not spend more on staff training, management knows better.

I am sure that kayako support team don't even know some basic features and functionality of their own product. This is my experience that I get from support/sales team.

Hope support will improve in future.

Best Wishes,

[supportskins]

Yes Kayako indeed is an Indian company and from what I know they do have Staff training sessions. They do a reasonably good job with Support and Sales with most of their LiveChats and support issues being constantly monitored by more experienced staff like Raghav. I guess its just a matter of time that the staff gets more experienced with time.

[esteban]

1. User Interface 8/10
2. Coding Standard -
3. Functionality 9/10
4. Bugs vs Features 9/10
5. Support 10/10
6. Value for money 10/10

[Jamie Edwards]

Thank you to PHP Guru for starting this discussion and for everyone contributing to it - the feedback is incredibly useful to us and is being noted, as always.