Marg Kayako

The Idea is Good

Chatting People are Good

The Software is good looking

The ask Money and there script is still not stable

Never Buy this

They are still developing the script. It always gives error and they will force to update.

I purchased the update but it did not worked.

I send the following message.

Your new software is not compatible with php 5.3 and when we upgrade our php of server to 5.4 then it is not connecting with database and giving fetal error. In this case you should refund the money which I have paid for upgrade otherwise I have to report about your software to various complain websites ans blog.

and They Replied.

Hi Rajneesh,

Please be informed that we do have the Installation Service available at $299 where one of our engineers will upgrade your help desk. Would you like to purchase the service?

On the other hand, it will not be possible to refund the amount as the renewal service is the optional service. Also, we have provided you the latest software files and the license key in this case.

Regards,

Vishal Saini

Kayako Business Associate - Asia Pacific

Toll free : 1-888-952-9256 Worldwide : 1-415-418-3366 Ext: 267

Working Hours:

IST (India - 10:00 to 19:00 (Monday - Friday

Russia (Moscow, GST (Gulf - 8:30 to 17:30 (Monday - Friday

Israel, Arabia (AST - 7:30 to 16:30 (Monday - Friday

At this time, not much at all, nothing too desirable about this company.

The level of support they provide, they are supposed to be a customer support company, that does not have a customer support line. Phone numbers provided online is only a voicemail box, when you try to put in an extension, the line cuts off.

Get real support, it has been 4 days since I opened a ticket, and still no one has called me to discuss.

We are just trying to get support for their software, and their phone number goes no where, no one is there to CHAT on their CHAT solution, and no response from emails sent 3 days ago.

The ticketing system works well and has many features that are required for a company wanting to use this software for customer service via email and phone.

Expensive upgrade charges for software. Kayako charge existing customers high support and upgrade fees.

This software solves the requirements for satisfying customer service enquireies via email.

The UI is bright and pretty. Aside from that theres a lot to displike. I did like how easy the login was, didnt need a secure password and the tool in general didnt go down very much so pretty stable platform .

The search functions poor, you cant use search for case numbers. You would need to do an advanced search and then enter it in a specific box. If you added a space it would not work.

The search box in general had issues with no clearing itself. If you entered a random character by mistake. Tried to delete it then click on a different menu on that scree, Say a group of tickets on the left nav bar. The list automatically filtered by the letter you deleted a moment ago.

Theres NO HTML, Viewing attachments is a nightmare. They all must be downloaded and it breaks up certain attachments if you had a screen capture with a circle around something. It gives you a screen capture and then a image of a circle. Very useless. ALso any stupid little icon someone has on their signature gets added as an attachment.

its difficult to not share information to the customer when replying internally on the ticket. We had lots of issues AM would reply to me and the customer saw the response. Everyone hated using the dedicated support web form so people just sent in tickets via email. Which is more work for the support staff. Just to name a few things. Reporting lacks usability and must be hard coded.

Use Salesforce service cloud instead. This doesn't talk to any other application and when you have multiple departments looking into support issues for renewals, enhancements, new sales opps its painful. Also the reporting is horrible. The configuration took a very long time as well. You need to pay for updates on the tool which is a large drawback as upgrading was a large undertaking.

we need a portal for our support teams to track and follow up with submitted tickets of customers. We had almost zero customer adoption over the few years we had the toon. No one wanted a seperate login for that said (no SSO and all our reponses where sent via email because no customer wanted to login to the tool and view our responses.

WHich would have been good because before you enter a ticket via the web form your brought to a semi useful help knowledge base that suggest solutions to your ticket. But it didnt work very well and is probably why no one bothered to log into the application.