Avis clients sur Kayako

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

Commentaires : Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Avantages :

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

Inconvénients :

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

Expensive for small companies, and sometimes buggy, but a great customer experience

Commentaires : Generally great experience for the end user, but could use some occasional polish.

Avantages :

Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

Inconvénients :

For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

Kayako - Can be better!

Commentaires : I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Avantages :

Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

Inconvénients :

There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Good choice although there are some problems.

Commentaires : There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.

Avantages :

1- Beautiful user interface. 2- It Supports all activities in a helpdesk process. 3-14 days free trial 4-Good localization, so you can add your own translations to (just) on-premise version

Inconvénients :

1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult. 2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately. 3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up. 4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system. 5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version

Kayako - Feedback

Avantages :

Easy to identify what we need to use to support customer

Inconvénients :

Kayako most of the time is laggy and affects overall performance of our agents

ideal choice for online communication on everything in different Platforms

Commentaires : we have been using this software for more than a year, I have gained a lot in customers and experience in marketing

Avantages :

this software really allowed me to develop communication and develop a good customer system within our organization. very easy to use

Inconvénients :

I do not encounter any problem in the use of this software. But the price is high.the free version looks a bit different to me than the paid version

Kayako worked for us

Commentaires : We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Avantages :

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Inconvénients :

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Kyako has been a great business changer from our Previous Software

Commentaires : With this software, we were no longer jumping back and forth dealing with different programs to respond to our customers. It has been great to instantly chat with our customers, respond via tickets or emails in a matter of a few seconds.

Avantages :

What We love about Kayako is the chat engagements we can initiate with customers who visit our website. With the help center, customers can view our help center articles, submit tickets or reach out to us via chat. The functionality of Kayako keeps us organized and able to respond to our customers in a timely manner.

Inconvénients :

A couple of things need improvement but not so much as a con. The reporting aspects of the software could be a little bit simplified. Reporting of Chat engagements and possible integration with Google Analytics would be fantastic.

Flexible and focused, built around fresh concepts and technologies.

Commentaires : We set up our help-desk website and our support ticket system in no time.
Multiple channels support (email and in-app chat in our use case) and case merging feature helped us keeping our support backlog clean and readable.

Avantages :

I love it's UX design that feels modern and easy to use. The conversation metaphore is very powerful and automation macros system is really neat.

Inconvénients :

Software internationalization and available translations are poor. Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet. More than a year has passed since then. If you need to support multi-language for your users, check that required languages have full support.

It's a mediocre software that isn't very user friendly.

Avantages :

It has an app. It's kind of customizable.

Inconvénients :

The migration to the new version was horrible. There was little communication and I had to keep following up. I don't think they realizing that by migrating us, I had to give my customers a heads up on the migration as well. I'm still using the old version and being less usable every single day.

Review - Kayako

Commentaires : It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.

Avantages :

It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which means an overdue ticket requires you immediate attention. Further I can make Marcos, which helps me to use standard answers without writing the whole message again and again. It has provided to manage and generate customer reports as per your need, which is quite a good feature. It allows to make different sections and sub section which helps for better management of your tickets. Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help the community. Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly.

Inconvénients :

The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

Longtime User

Commentaires : Excellent support system, Kayako assists us with providing great online help desk support via ticket logs and live chat to our clients.

Avantages :

I like how effective Kayako's support team is. They reply in a timely manner to help fix the issues at hand. I also enjoy how easy it is to use, and allows for employees to stay on top of logged faults, tasks and other items within the system while providing detailed updates to keep the customers in the loop. Kayako has been our main helpdesk software for the past 7 years.

Inconvénients :

There is not too much I don't like about Kayako, I believe their live chat incorporation to websites could use some work. It would also be perfect if they can link it to CRM as we currently have to use these separately.

Excessive Charges For Existing Customers

Commentaires : I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.

Avantages :

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Inconvénients :

Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.

so far great. good response time. Love the new installed version of Kayako. It's so much faster!!

Avantages :

the speed increase and the stability even though we have 100's of thousands of tickets. I'm assuming you're using more AJAX to load content which helped to improve the speed. I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service. Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.

Inconvénients :

somewhat complex upgrade. technically the upgrade process is not that bad considering the sheer number of attachments in the system.

I have used many Service desk systems but Kayako is the best of all

Avantages :

1. Multi department integration & queues in one interface 2. Easy SQL to generate possibly any report you want 3. Full Active directory integration 4. Best of Customer service i know of. 5. The support team knows what they are talking about. The resolution to any of my issues resolve in less then 20 min 6. Staff automatically know what to do 7. Knowledge base is very helpful

Inconvénients :

1. Searching is a big pain ( Good luck searching with tags ) 2. Online support require ugly desktop software

Can't Trust Kayako

Commentaires : Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self Hosted) and started pushing existing customers to pay for an annual support/upgrade renewal only later to jack up the prices the following year and disabling our perpetual license. Don't trust this company and their tactics. We purchased a perpetual license we can no longer access or use anymore.

Avantages :

Self Hosted Helpdesk Feature Rich Software

Inconvénients :

Kayako constantly changes their product offering without offering their customers much of a choice.

Compared to other helpdesk, this tool has become outdated and is not user friendly

Avantages :

The Kayako helpdesk is very helpfull Various options to customize your ticket fields Easy users permissions/role management

Inconvénients :

UX is bad Ticket search options have some annoying restrictions Kayako doesn't have many options to link to other systems Reports seems at first fine but when trying to do more fancy stuff the KQL language proves to be very limited Kayako can 't be compared to other systems like the Atlassian HelpDesk tool

Great product for any company looking to up its customer service and support game

Avantages :

Multi-channel support, live chat, time tracking (makes support we provide over live chat easy to track and easy to bill), shared inbox and FREE collaborators in the growth plan make supporting customers simple and effective.

Inconvénients :

It would have been great if Kayako was also built for sales and lead gen. Currently our support team gets more value out of the product.

Easy to buy and easy to use

Avantages :

We have really liked Kayako's ability to provide context. Unlike other solutions out there, Kayako gives us a complete view of every interaction a customer or prospect has had with our business. This includes interactions with agents as well as software we have integrated on our site (for example paypal). If a payment fails we know of it before a user gets in touch. And when they do we're ready with a solution. The Customer journeys and conversations feature is fantastic. Really puts customer and prospect interaction history at my teams fingertips.

Inconvénients :

There are times my team is unavailable and during that time i feel a chatbot could really help direct users to resources. We are making do without it right now but i imagine such a feature would take things to the next level and make life easy for both our team and our customers.

I used Kayako every day for years. It was really easy to figure out how to use it.

Avantages :

- Easy to navigate - The interface is very intuitive - 1,000,000,000x Better than our previous ticketing software - Easy to reassign tickets to other staff - Easy to leave detailed notes on tickets

Inconvénients :

- Macros didn't always work - Ugly colors - Forgot Password option didn't always work - Sometimes people who responded to tickets were HUGE bad

easy to use, flexible

Commentaires : overview of support tickets, staffmembers and ongoing tasks at customers

Avantages :

installation On premiss. lightning fast ticket handling for staff members and servicedesk. Ticket handling / email integration works smooth and simple

Inconvénients :

missing bits and pieces in API and datamodel. integration of the custom fields created on Ticket / timetrack/Billing

Stable and easy to use software

Commentaires : Able to easily support clients with questions.

Avantages :

Super stable, secure, trouble free. Reply via email is quick and convenient. Easy to ban users and manage staff.

Inconvénients :

Some advanced settings can be hard to find. The change from perpetual to subscription based fees was not welcomed and significantly increased the cost of the software.

IT Admin instructed me use this, it works well

Commentaires : Able to track Sales and Support tickets easily!

Avantages :

Easy to use I can view customer info easily I can leave detailed notes for my coworkers The flag feature is helpful for different tags

Inconvénients :

A little unintuitive Sometimes is a little slow Crashes on occasion, and when it does other systems tend to fail too.

ALWAYS Works. When not working, fixed issue in 30 seconds. FANTASTIC Support

Commentaires : Reduced time answering questions during billing

Avantages :

Always available. Ease of use. Customization ability. Availability of support staff, Knows the product inside and out.

Inconvénients :

Only ONE feature, does not print the notes when using the PRINT functions. Cost to add another user a bit higher than expected.

The new enhancements to speed up ticket viewing and responses is amazing!

Avantages :

The software appears like since the design has been made more minimal. The speed of updates and changes to a ticket is fantastic

Inconvénients :

Upgrades are always a pain, but it seems it's optimized as best as can be possible. Other than that, there really isn't much to complain about