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Definition


Kayako is a Help Desk Ticketing System currently being evaluated by UMassOnline Technology team. 

Stakeholders

BO: Patrick Masson
PO: Kevin O'Brien
TO: Kevin O'Brien 
Others: UMassOnline Technical Team

Current Status


Kayako is currently being evaluated as a potential Internal Help Desk Ticketing System for the UMassOnline Technology Team. 

Background

Established in 2001, Kayako builds the world's leading helpdesk and customer engagement solutions which help organizations deliver better customer support. We are passionate about the customer support and experts in creating elegant and powerful web applications to do the job and grow relationships.

We are, and always have been, a privately-held company that is not controlled by stockholders or outside investors. With 61 of us in the United States, the United Kingdom and India, we literally span the globe.

Currently, more than 30,000 organizations of all sizes and from all industries including some of the world's most respected brands trust Kayako to power their support and provide an unbeatable customer service experience.

Licensing

UMassOnline would hold the license for this system. Pricing is reflected in the chart below: 

Users

Monthly Price

Yearly Price

10

$442

$5304

15

$687

$8244

20

$932

$11184

Resources

UMassOnline is currently reviewing several other potential solutions. Please see this page for more information.

Support

Support for this platform on a grand scale would come from Kayako directly. Support of the deployed environment, including (but not limited to) account creation, Group management, Issue tracking, reporting, etc., would be provided by UMassOnline. 

Training

Training would be provided on ad-hoc basis by Kayako via support portal. UMassOnline Technology Support would train users/agents how to use the platform.