About Kayako Fusion

When it comes to choosing HelpDesk software, the final purchasing decision you make will be decisive on the rate of success of your organization. HelpDesk software can be used by any organization, whether its big or small, to provide fast and timely response with reduced technology costs. Having the right HelpDesk software implemented is not only extremely important for companies providing online support for their products, it’s an essential part of their business.

The purpose of having a HelpDesk system is primarily to attend the requests made by customers. When a request is entered into the system, it allows any available support personnel to respond. It also allows support personnel to route tickets to the best suited member of the support team, so if a support request is shown to be about a particular issue that a staff member has greater expertise with, the ticket will be assigned to that staff member. The solution will then become available for future reference to all support staff, who will then be able to answer many questions by simply searching the database. All this leads to a much faster response time for the end user and to huge savings in time and resources for the company offering the support.

That’s why here at RackNine we examined this issue very carefully. We had tested and implemented many different packages over the years, and we finally decided to adopt Kayako Fusion as our HelpDesk solution. Kayako Fusion meets all our technical requirements and enables our organization to deliver superior customer support across many channels, integrating ticket management, live chat, website visitor monitoring and many more features such as:

Ticket and email management

  • Tickets via email, web, remote applications and API
  • Custom departments, statuses, priorities and ticket types
  • Intelligent ticket routing that learns over time (Bayesian)
  • Notifications via email, SMS, remote applications and API
  • Extensive SLA functionality and automatic escalations
  • Notes and custom fields
  • Time tracking
  • Predefined replies and knowledge-base integration

Live support and visitor monitoring

  • Intelligent chat routing (staff skills, visitor groups, visitor rules)
  • Visual GeoIP mapping with Google maps integration
  • Integrated VoIP phone and click-to-call
  • Integrated remote desktop administration (OnSite)
  • Realtime visitor monitoring
  • Screenshot sharing
  • Manager (observation) mode
  • Proactive chat

Self-service

  • Hierarchical knowledge-base with file attachments
  • Troubleshooting wizards
  • News publishing with email newsletters and RSS
  • Knowledge-base suggestions while tickets are drafted
  • Community participation with comments and ratings
  • Customer categorization by using groups
  • Powerful search engine
  • Simple, intuitive user interface

Customization and integration

  • Versioned themes and templates
  • Modifiable open source code
  • Open REST API for integration with external systems and platforms
  • Custom logos
  • Multiple satellite help desks with one backend
  • Optional removal of Kayako branding
  • Support for multiple languages simultaneously
  • Custom support center widgets

Information and intelligence

  • Build rich customer profiles
  • Group customers by organization
  • Organization-wide SLA support
  • One-click support histories
  • Custom reporting engine
  • Customer satisfaction surveys
  • Custom ratings for any metric

The list of companies that have also chosen Kayako as their HelpDesk solution should also tell you something about the excellence of this software package as well. Among them are NASA, DHL, Warner Bros., MTV, Sega, Pearson PLC, MSI Micro-Star, Expertus. Georgetown University, Texas Tech University, the University of Queensland, Anritsu Ltd., the Computer History Mueseum, ICANN, etc.

One of RackNine’s clients, the University of Alberta, has also implemented Kayako Fusion, and have never looked back since then. Read their testimonial below:

“It’s not often that one can claim a ROI within months of purchasing a product, but that’s exactly the case with Kayako. We don’t even use all of its functionality yet. It’s been barely 4 months, and already I could not do my day-to-day operations without it. We have looked at other ticketing systems over the years, but their complexity usually turned us off before even completing the deployment. It was literally minutes to deploy Kayako, and a couple of days to tune it to our environment using Open LDAP and IMAP. The technical support from Kayako was so prompt with their live chat, I didn’t even have time to think about a problem before it was solved.

I can justify three times over why I need Kayako: the knowledgebase and the news modules alone are welcomed by our end users who love the searchability. The ticketing module keeps all the information, communication, and notes together for the tier-one support staff, making it easier to escalate when necessary. The tasks and calendar modules have made my job easier, shaving almost 2 hours a week off managing the IT crew’s priorities.”

Francois Brochu
IT Team Leader at University of Alberta


For more information and to find out how your business can benefit from adopting Kayako Fusion, please contact us.

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