Posts Tagged ‘kayako’

Goooooooddddd evening blogging land… (in best Robin Williams impersonation)

Well today I started the dwindling down of the Help Desk Software. I had installed OTRS and Spiceworks, but wasn’t completely satisfied.

Step in Church IT Roundtable and Jim Edwards’ recap of Help Desk mentions during the conference.

I have started demos for both ServiceDesk and Kayako. I have to say I like both! The ServiceDesk was easy to install and setup and configure(granted very limited configuration for now). They both seem to handle tickets and email capturing very well. There are a few things I wish were combined from the two..

ServiceDesk Plus Pro

• Easy Active Directory Integration
• Asset Management + User Attachment of Assets
• Purchase Ordering Managment

Kayako

• Web Portal – Don’t have to authenticate to view KB or Troubleshooting
• Predefined Templates for replies
• Live Chat ability

My thoughts are that Kayako would be great for external facing sites and users while ServiceDesk would be good for internal use, though I wish it had the predefined replies and easy-linkable KB articles.

More testing tomorrow.