Kayako

Kayako offers both cloud based or downloadable help desk software helping you with customer support and assistance for your clients.

Features include:

• Cloud based or downloadable software.
• Modules available:
  • Kayako Engage: live chat, VoIP and remote support.
  • Kayako Resolve: support tickets, email and self-service.
  • Kayako Fusion: complete customer support solution.
• Self-service:
  • Public and internal knowledge base.
  • Public and internal troubleshooters.
  • News publishing and email broadcasts.
  • Community commenting.
  • Search-as-you-type article suggestions.
  • Custom fields for articles.
• Customization and integration:
  • Broad REST API.
  • Easy styling, simple templating system.
  • Support for multiple languages.
  • Custom help desk home widgets.
  • Open app protocols.
  • Active customer and developer community.
• Help desk and self-service tools.
• Reporting, ratings and surveys: custom fields supported.
• Customer and organization management.
• Security and reliability:
  • Account and staff team specific password strength policies.
  • IP address restrictions.
  • Remote URL authentication.
• Kayako engage:
  • Live chat, real-time visitor monitoring.
  • Open queue.
  • Re-open closed tickets.
  • Canned responses.
  • History of transactions.
  • Click-to-call and integrated VoIP.
  • Kayako onsite, remote PC control.
  • Accurate geo-location mapping.
  • Track and serve multiple websites.
  • Staff skills, automatic chat routing.
  • Automatic visitor grouping.
  • Integrated VoIP phone and click-to-call.
  • Screenshot and file sharing.
  • End-of-chat satisfaction survey.
• Kayako resolve:
  • Ticket and email management.
  • Ticket workflows, intelligent routing.
  • SLA plans, automatic escalations.
  • Ticket macros, canned responses.
  • Advanced mail rules.
  • Custom types, statuses and priorities.
  • Ticket tags.
  • Advanced search builder, ticket filters.
  • Custom dynamic ticket views.
  • Ticket notes.
  • Time and billing tracking.
  • End-of-ticket satisfaction survey.
• Kayako Fusion: includes all the above features.