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Kayako vs OTRS
May 17, 2023 | Author: Sandeep Sharma
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Kayako Fusion is a help desk software that lets you manage email, tickets, live chat, calls and remote support. All in one place. Choose between our reliable and secure SaaS cloud platform (Kayako On Demand), or install Kayako on your own server.
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OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
Kayako and OTRS are both popular help desk software solutions, but they have distinct differences in their features and approach. Kayako is known for its user-friendly interface and seamless customer support experience. It offers features such as ticket management, live chat, knowledge base, and customer self-service portal. Kayako focuses on providing a holistic view of customer interactions and prioritizes customer engagement and satisfaction. On the other hand, OTRS (Open-source Ticket Request System) is a highly customizable help desk platform that offers a wide range of features, including ticket management, incident tracking, knowledge base, and service-level agreement (SLA) management. OTRS is suitable for organizations that require flexibility and customization options to meet specific help desk requirements.
See also: Top 10 Helpdesk software
See also: Top 10 Helpdesk software
Kayako vs OTRS in our news:
2010. OTRS ITSM 2.0 - the first open-source ITIL certified solution
Many companies opt to use OTRS as their helpdesk system for two main reasons: it is both free and highly compatible with website and email integration. Recently, OTRS has expanded its reach to include sysadmins and IT departments, even within larger organizations. The latest release, OTRS ITSM 2.0, has received official certification from PinkVERIFY, an expert company, for its compatibility with six ITIL v3 processes. ITIL serves as a repository of recommendations and best practices for effective IT infrastructure management. OTRS ITSM has been available for approximately three years, offering features such as incident management, problem management, configuration management, SLA management, and knowledge management. The new version, 2.0, introduces change management capabilities, allowing users to oversee processes like setting up new employees with laptops, implementing new systems and equipment, and upgrading licensed software through OTRS ITSM.
2010. Kayako unveiled free remote-support tool
This year Kayako will release the new version of its technical support suite. One of the main new features in Kayako SupportSuite V4 will be p2p remote-desktop application Kayako OnSite, which was recently demonstrated to the developer community. As known, Kayako SupportSuite includes a fully functional Helpdesk system with a customer portal and online knowledge base (eSupport), as well as the online chat system (LiveResponse). Remote Desktop application will complement this suite and strengthen Kayako's leadership on the market. According to Kayako developers, they managed to solve two major problems of remote-desktop solutions - firewalls and low video quality. Kayako OnSite (like Skype) silently establishes connection between two remote computers without the need to set up router and firewall. And thanks to the adjustable color depth and screen size, the application works quickly even at low speed connections. ***
2009. Kayako provides free web helpdesk for open-source projects
Kayako, the vendor of WEB Help desk software, has introduced a complimentary edition of its suite specifically designed for open-source projects and non-profit organizations. The free license provided is perpetual and includes twelve months of technical support. Additionally, eligible organizations have the opportunity to obtain free licenses for Kayako's supplementary add-on products, including KayakoMobile, a help desk management client for mobile devices. In general, any registered charity (verified by local authorities) and any open-source software project are eligible for this offer. However, certain organizations that meet these criteria may still be excluded from the offer.
