Greetings from the spiritual home of Android, Dalvík in Iceland. It's over a year now since I posted in that thread about a version of Kayako Desktop for Mac OS X. According to Jamie Edwards' latest reply we should probably give up on seeing Kayako Desktop for Mac OS. Kayako, Inc's corporate policy of not giving specific delivery times (not even a quarterly delivery estimate) is understandable, but frankly, after so long, and no beta of Kayako Desktop for Mac OS X appearing, Kayako is showing contempt for its existing customers who need it on Mac OS X. "Ten years young For a decade, more than 30,000 organizations of all shapes and sizes have relied on Kayako to provide an unbeatable customer support experience." However, before further second guessing and criticizing their policy of releasing the iOS/Android versions before the Mac OS X version, I think it fair to ask for input from actual end users of Kayako Mobile who have had it in their hands for some months. So, as well as the poll above, please if you are using Kayako Mobile for your day to day work on iOS confirm if it is a suitable replacement for Kayako Desktop. What features does it lack in comparison with Kayako Desktop, and how fast is it compared with the desktop version. Inquiring minds would like to know! I was considering a subject line for this post of 'Does Kayako Mobile suck?'. However, I hope I have your attention, gentle reader, already, without stooping to such levels.
Hi there, Thank you for taking the time to share your feedback! I must have really messed up the wording of my last reply! Kayako Desktop for Mac is currently under development - of course you're going to see it That's definitely not the case. Although we'd have loved to have released Kayako Desktop for Mac a long while ago like many other things on the roadmap, we have a number of competing priorities and a number of 'most important feature requests' (which differ, of course, to who you're speaking to!). Kayako Desktop and Kayako Mobile are right now for fundamentally different things; Kayako Desktop chiefly enables your staff to manage live chat and real time customer support (calls, remote support, etc), as well as access the helpdesk via an integrated browser. Kayako Mobile currently gives your staff mobile access to ticket management. One was never intended to substitute the other really. However, you will eventually see them converge, bringing Kayako as a whole to whichever platform; whether Windows, Mac or mobile. To summarise: Kayako Desktop for Mac is currently being worked on. Kayako Mobile will eventually evolve beyond on-the-go ticket management and receive lots of ongoing improvements. (For what it is worth, the demand for Kayako Mobile (on-the-go ticket management) was and is way, way higher up the list of most of our customers' priorities and requests, compared to Kayako Desktop for Mac.)
Hi Thorsten & Jamie: Thorsten had asked me for feedback on Kayako Mobile and then I came across this thread... so here it is: - I agree with Jamie that based on what I know about Kayako Desktop (I have never used it), Mobile and Desktop are two different animals. - Kayako Mobile in its current state is a good start, but it needs to have more of the funtionality of the browser based version before I could use it on a daily basis (custom fields, save as draft). - Instead of the iOS version of Kayako Mobile, I prefer to use SupportDesk. It offers offline support - which is important to me on something like a tablet. - Chat and remote control functionality would be nice, but we currently use Teamviewer for that and so there's no pressing need for it. Especially if it would cost us money. I'm glad to hear Kayako Desktop for Mac is coming. I can wait until it's ready. Cheers, Andre
Just to clarify Kayako's service offerings for readers who may have found this post direct from a Google search… If your primary need is a full feature support ticket system (with incoming email filtering and more) then Kayako Resolve and its smartphone companion app Kayako Mobile will do the job. If you want live chat (including archiving of messages with multi-user access to those) and click-to-call using your existing VoIP provider, PLUS one-click remote desktop support then you want Kayako Engage. If you want both then Kayako Fusion is the solution to get. A fair summary Jamie? We love Kayako Resolve but also want to replace Skype (text chat and voice) with Kayako Engage but are unable to do so until Kayako Desktop for Mac OS X is released, because it is the control panel for Kayako Engage.
Ever the diplomat* No, your, wording was fine. It is the fact that after so long we have not seen a beta of Kayako Desktop for Mac OS X, that leads me to make that assertion. It has been years. As Chief Business Development Officer, you must be in control of where exactly in the list of priorities, beta release of Kayako Desktop for Mac OS sits. Probably more than any other single person at Kayako, Inc. It is my belief that many of those who posted in that thread you closed have simply given up on Kayako. Well, I am not prepared to do so, because Kayako's solutions are good. *Many companies can take lessons from Jamie about how to respond to, and handle customer questions and complaints in this age of transparency triumph. One reason I continue to give Kayako the time of day, despite the contempt being shown for existing Mac OS users, is because Kayako are a good example of a flawsome company, thanks to Jamie's involvement. (Yeah, we read Trendwatching here at DalPay.) As I do not have access to (and nor should I) your own customer/market research I take it as a given that you are paying attention to what your customers are asking for. However, I do wonder still, as I did out loud in my thread of a year ago, if you guys appreciate how many new customer Mac-only shops would buy Kayako for the first time, or upgrade their existing licenses to Kayako Fusion if you have the full suite on the Mac. Kayako Mobile has sizzle to it, no doubt. But Kayako Desktop, primarily its live chat features, are the steak. (I am sure that many of the currently disaffected Mac OS sites would accept a beta of Kayako Desktop for Mac OS with only the ticket system and live chat features of Kayako Engage implemented. I know we would.) Drew told us that development of Kayako Desktop and OnSite is underway. Despite developing good software being hard, now after nearly 6 months, we should be seeing a beta of Kayako Desktop. Yes, you made no recent promises, but given how long it has been, we Mac OS users need to see something.
Yep. http://www.made-with-a-smile.com/supportdesk.html Just noticed the version I have installed does not yet support custom fields.
I'm new to Kayako so I guess there's probably a better place to put a feature request... but wouldn't it be nice if you could actually call your customers (registered users) directly from tickets or their profile? As far as I can tell, you have to copy and past their phone number in the dial box, unless you take the time of manually entering in all their names and numbers as Contacts for the softphone.
Mark, I think this is a great idea, (I dont use KD so dont know if it is possible now) but you are right you really should raise this as a Feature request rather than on this thread which is not really directly relevant. You will find a Suggestions and feature requests forum on the main forum listing which is where requests are raised.
All the mobile apps are worthless to us since tickets only list customer name without organization. You cannot drill down to locate the organization either. Any help desk serving businesses will find this quite useless. Sure you can answer the ticket, but which organization did you just help? I'd argue there is little point in posting your suggestions and features requests. Posts cannot be voted on and tallied so regardless of how popular something is (+1's), the probability is high a suggestion will sit there for years with little or no effect. Kayako's "roadmap policy" practically guarantees that.
