Kayako

Kayako is a handy help desk solution. Its SLA system allows you to create your own set of rules to meet your SLA requirements. The automated follow up actions can help save many working hours of the employees. It has a very powerful reporting engine and it helps the field engineers to address the issues of the clients much more effectively and in a timely manner.

The clients have to host Kayako on their own servers which means, it has to be maintained and run by the buyers. Though Kayako helps in setting things up, it is still the responsibility of the users to keep it running. The reporting interface is also unnecessarily complex. It has its own reporting language and the reports must run on using that language.

It offers a 30 day free trial. It gives a clear vision of what each staff is doing and also helps the management serve their clients in a better way. it is flexible and offers a better than expected performance If you are looking for a feature rich ticketing system then Kayako is your best bet.