Kayako is a relatively new company which provides helpdesk solutions for companies to improve their customer support. Kayako products are used by more than 30,000 organizations of all sizes and from all industries. Kayako offers three different help desk solutions: Kayako Fusion, Kayako Engage and Kayako Resolve.

Kayako’s flagship helpdesk software solution, Kayako Fusion, offers all of the communication and support features Kayako offers. Kayako Engage is a comprehensive help desk solution that includes live chat and visitor monitoring. Kayako Resolve includes helpdesk solutions that helps reduce clutter while automating tedious tasks.

Kayako Fusion Key Features:

• Ticket and Email Management: allows companies to receive tickets through email, the Web and remote applications, set custom department status, priorities and ticket types. Offers notifications through email, SMS and remote applications. Features extensive SLA functionality and automatic escalations. Features predefined replies with knowledgebase integration.

• Live Support and Visitor Monitoring: features visual GeoIP phone with click to call, proactive chat, real-time visitor monitoring, integrated remote desktop administration and intelligent chat routing.

• Self-Service:  provides a hierarchical knowledgebase with attachments, includes troubleshooting wizards, news publishing features which include email newsletters and RSS feeds, offers knowledgebase suggestions while tickets are drafted and offers community participation with comments and ratings.

• Customization and Integration:  Kayako Fusion offers versioned templates and themes, open source code that is customizable, supports custom logos,  custom support center widgets, option to remove Kayakp branding and Open Rest API for integration with external systems and platforms.

• Information and Intelligence: allows organizations to build detailed customer profiles, group customers by organization, provides company-wide SLA support, one-click support histories, offers customer satisfaction surveys, custom ratings for any metric and offers a custom reporting engine.

Kayako Engage Key Features:

• Offers the same Live Support and Visitor Monitoring, Self-Service, Customization and Integration and Information Intelligence features that are found in Kayako Fusion.

Kayako Resolve Key Features:

• Provides the same Ticket and Email Management, Self-Service, Customization and Integration and Information Intelligence features found in Kayako Fusion.

Select Kayako Customers:
Sega, Georgetown University, Avast!, Chess.com, TuneWiki, MtvU, NASA, University of Queensland, Computer History Museum,