Kayako vs. Mojo Helpdesk

Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.

Incentivized

For a small business it is a very good value.

Incentivized

• Gives a very good report on an individual level of what is being done for a customer or corporate issue.
• Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
• Nice dashboard view.

Incentivized

• User friendly- easy to setup and get running.
• Built in reports to improve and measure customer satisfaction.
• Always adding new features to enhance the product for the user.
• Support organization responds quickly to issues and questions.

Incentivized

• I have not tried to use the actual Workflow function for awhile so this issue may have been resolved. When we tried to use it, it was cumbersome and did not offer much flexibility as to meeting the needs of different departments.
• This may no longer be an issue but if someone was knowledgeable about KQL and knew how another department was set up, they could write a report accessing their data even though they do not have permission to view/edit that departments data.
• Perhaps adding the function of "Read Receipts" to end-users when opening a ticket.
• When a ticket is closed, automatically include information from the initial creation of the ticket so the end user knows at a glance what issue has been resolved without looking up the Ticket ID.

Incentivized

• The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
• Text box section on the rating to have the option to tell why a low rating was given.

Incentivized

I am no longer with the company that was using this, and they were recently bought out by a larger organization that uses an internally developed software suite. It is unlikely for that reason that they will renew or keep any service with Kayako.

Incentivized

I did not come from an IT background and I picked this program up quickly

Incentivized

They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.

Incentivized

• We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
• Mostly we used their Online KB and step by step instructions to get all of our issues resolved.

Incentivized

Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.

Incentivized

Kayako is way more scalable than Spiceworks' helpdesk offering. We had trouble visualizing our current layout within their environment. Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform. We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.

Incentivized

Price and customer service.

Incentivized

• Kayako has helped our business to grow by allowing us to scale our help desk to accommodate more client companies in an efficient manner.
• Kayako has allowed our customers to have more direct control over their help desk tickets and has made it easier for them to interface directly with our help desk staff.
• The built-in chat features in Kayako that tie to our main website has allowed prospective customers to chat with our sales teams right away, resulting in more business.

Incentivized

• Our company’s improved customer support response times and expert service has helped us make money.

Incentivized