There are three versions of help desk software provided by Kayako. They are: LiveResponse, eSupport and SupportSuite.

eSupport and LiveResponse differ lightly. Their modular offerings are almost the same. SupportSuite is an overall application suite that includes services of both previous.

Kayako SupportSuite key features:
-    Ticket support system. It is a ticket management system that captures messages, emails and any queries.
-    Email management. Automated rules for processing IMAP or POP3 emails into tickets can be set up.
-    Desktop ticket alert allows you to receive notifications for any new ticket updates or new tickets immediately.
-    Live chat allows you to directly communicate with the customers via most web browsers. Multiple user chats, chat transfers and desktop sharing are also included in this module.
-    Real-time visitor monitoring allows you to offer or receive chat requests and provides you with the live view of visitors to your website.
-    Agent desktop tool. Kayako applications are integrated in one and the same desktop interface.
-    Knowledge base management. A directory with data is offered to help customers. Once a query is entered, the knowledge base offers relevant articles.
-    Troubleshooting guide creation. Troubleshooting tutorials are created sequentially.
-    News sharing. A news sharing network is built so the user can send news articles through ticket auto-responses, publish articles to a mailing list or an RSS feed, and receive articles.
-    Content publishing.  You can manage a file directory, so taking the necessary content which may further be attached to ticket responses.
-    Contact management provides users with the searchable database for all contacts. The database can be synchronized with Microsoft Outlook via Kayako SyncWorks.
-    Calendar management allows you to manage appointments. It also can be synchronized with Microsoft Outlook.

eSupport contains all basic features. Yet it doesn’t include such features as visitor monitoring, live chat or the agent desktop application.

LiveResponse provides everything but not the email management, ticket support system and desktop tickets alerts.

Kayako also offers some supplemental products. They can be added on to the solution:
-    Kayako InstaAlert. The application is already combined with SupportSuite and eSupport. InstaAlert Pro is an additional upgrade.
-    Kayako SyncWorks. Contacts, tasks and appointments can be synchronized with Microsoft Outlook.
-    KayakoMobile. This allows users to access the ticket management system via a mobile device application.
-    SMS Gateway allows you to send ticket alerts in the form of text messages to staff.

Kayako solutions can run on FreeBSD, Linux, Windows, or Solaris operating systems. The desktop application available in SupportSuite and LiveResponse require Windows Vista or XP.

Summary:
Kayako solutions are advanced, comprehensive and quality. They include well-planned features. The software is flexible and can be customized to meet multiple enterprise needs.