Kayako Fusion is helpdesk solution that helps organizations to work more effectively as a team and provide a better customer experience. Your customers' support history can be tracked in a single place. You can access it from anywhere.

Kayako Fusion provides accessible and powerful business-grade support tools. The entire  customer’s support history is tracked in the single place.
You can access it from anywhere. Being your central and collaborative inbox, Kayako allows you to receive tickets through your website and helpdesk, and to import email from your mailboxes.

Proactive live chat, geographical visitor monitoring, click-to-call and screen sharing available can help you to turn your website visitors into customers. Workflows and SLAs can be enforced, while common tasks can be automated.

Kayako's innovative Instant Response System allows you to quickly deliver knowledgebase answers. Step-by-step troubleshooters and rich knowledgebase can be published. Knowledgebase ratings and customer satisfaction surveys can be useful in generating reports and measuring performance to determine areas for improvement. You can quickly integrate or extend your help desk with the help of a developer network, developer tutorials and docs, rich APIs and access to source code.

Key features:

-    Multi-channel customer support allows you to track customer conversations. You can create and update tickets using the helpdesk or by your website or email. Use phone and live chat to engage the customers while a consolidated support history is kept in the helpdesk.
-    Powerful automation tools. Incoming requests can be filtered, sorted, assigned and prioritized. You can route tickets using email rules. Visitor rules can be used to group visitors according to their location. You can also connect visitors to the proper agents automatically.
-    Real-time visitor monitoring and live chat. Prospects can be prioritized and targeted using real-time visitor information. Automatic routing and live chat will help you to provide a splendid customer experience. You can easily switch between tickets, phone, email and live chat keeping track.
-    A collaborative inbox. Ticket notes, owners, tags and watchers allow you to collaborate on support tickets in a more effective way. Your personal inbox, custom ticket views and filters are ready at hand. Escalation rules and SLAs will help you to monitor support performance. Ticket macros allow you to do much more and maintain the personal touch.
-    VoIP service provides a splendid customer experience and click-to-call. Calls can be received and placed by agents from the helpdesk. Once a customer call request is accepted, the customer's support history is automatically loaded.
-    One-click remote desktop screenshot sharing and support. Agents can be connected to your customer's desktop due to the remote desktop support tool. Instant screengrab sharing allows you to add visuals to a live chat.  To diagnose more effectively becomes easier so as to provide quicker solutions.
-    Powerful reporting, feedback surveys and ratings.  Individual metrics relevant to your organization can be monitored by using customizable Ratings. Powerful drag-and-drop report builder provided by Kayako allows you to overview the helpdesk performance.
-    Self-service. It allows building of a rich knowledgebase and creating step-by-step troubleshooters. Once a customer typed out a query or your agents handled a ticket, relevant knowledgebase articles would be automatically suggested. Kayako allows agents to save solutions for later use.

Most helpdesk areas are customizable. You can even add custom fields to validate and collect important data, for example, order numbers.

Summary:
Kayako Fusion is helpdesk solution that helps organizations to work more effectively as a team and provide a better customer experience. Your customers' support history can be tracked in a single place. You can access it from anywhere.