| Vendor |
Kayako |
Salesforce.com |
ScriptLogic |
| Deployment |
| On-Premise |
Yes |
No |
Yes |
| Web-Based |
Yes |
Yes |
Yes |
| Pricing |
| Details |
Monthly prices for Kayako’s SupportSuite, eSupport, and LiveResponse packages range from $29.95-$49.95/month. Yearly subscriptions: $299.95-$499.95. |
|
Pricing between the Standard, Professional, and Enterprise Editions begins at $995 for a five-user license. |
| Call Tracking & Request Management |
| Request Management Highlights |
An acclaimed Kayako innovation, the Instant Response System can drastically cut down on the amount of support tickets submitted by users. This is accomplished by unobtrusively providing common solutions to problems before tickets are submitted. While a user is drafting their ticket submission, the IRS system will show them relevant articles that may assist them in solving their problem. IRS can also be enabled for staff users, suggesting knowledgebase articles to assist them with composing a ticket response. |
|
Help Desk Authority offers full customization, multiple interfaces, real-time communication, complex ticket lifecycle management, troubleshooting tools (complete with ScriptLogic’s new sl360™ network monitoring tool suite), and more. |
| Reporting |
| Custom & Pre-Built Reports? |
Yes. Both pre-built & custom reports. |
|
Yes |
| Real-Time Reporting |
Yes |
|
Yes |
| Service Portals |
| Customer Self-Service |
Kayako SupportSuite offers self help resources. This is where the self help resources provided with all of our support desk solutions (the knowledgebase module and the troubleshooter module) excel. They are easy to search, intuitive to use and feature the ability to intelligently suggest issue solutions to your users. |
|
End User Self-Service: Provides end users the ability to create and manage their own issues and service requests and search the knowledge base to resolve issues on their own. |
| Searchable Knowledge Database |
Yes |
|
Yes |
| Service Level Agreement |
| Configure Escalation Levels |
Yes |
|
Yes. ScriptLogic offers HDAutoEscalate: a powerful help desk tool that automatically triggers email notifications to end-users and help desk personnel when an issue needs to be escalated or reassigned based on established criteria. |
| SLA Configuration Highlights |
SLA plans can be attached to tickets according to scopes: department-wide, to an entire group of end-users, to an individual user or to an individual ticket. If a ticket does not fall under a specific SLA plan, a default (configurable) ticket due time will apply. Specific due times can also be set manually for each ticket. |
|
Yes |
| Knowledge Management |
| Knowledge Management Highlights |
Knowledgebase articles can be made up of plain text or rich HTML (coded by hand or created using a rich What-You-See-Is-What-You-Get editor). Articles can be flagged as published (available to end-users and staff users), private (available only to staff users) or flagged as draft (available only to staff users for editing). Articles are stored in categories ('folders') which can be nested to unlimited depths. |
|
Knowledge Base: Easily create knowledge base articles from issues. Keep articles private for agent use or make them publically available through the self help web portal to reduce service requests. |
| Incident Management |
| Incident Classification |
N/A |
|
ScriptLogic has bundled three of its products, Help Desk Authority™, Remote Support Center™, and Desktop Authority® Password Self-Service™ into Help Desk Authority Enterprise Edition creating a unique, efficient, and secure Incident Management Solution. Help Desk Authority Enterprise Edition manages the “incident lifecycle” by giving users the ability to manage and resolve issues themselves, and by allowing administrators to better manage, track, and prioritize issues. |
| Problem Management |
| Problem Management Functionality |
N/A |
|
Help Desk Authority offers complete problem management, and a Problem Report that allows the user to reproduce the reported problem. |
| Change Management |
| Change Advisory Board |
N/A |
|
N/A |
| Change Management Highlights |
N/A |
|
Yes. HelpDesk Authority Enterprise offers complete Change Management. |
| Asset Management |
| Asset Management Details |
N/A |
|
Inventory and report on hardware and software assets across your network. Track asset changes, ensure software licenses are in compliance, and attach asset details to help desk tickets. Discover assets without the need to install agents on remote computers. |
| Integration |
| Asset Lifecycle |
N/A |
|
N/A |
| CRM |
Yes |
|
N/A |
| SMS (Short Message Service) |
Yes - Through SMS Gateway |
|
N/A |
| Telephony System |
Yes |
|
N/A |
