Compare Request Tracker and Kayako Fusion - Sep 2022

Shlomi LaviShlomi Lavi / Sep 19, 2022

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Bottom Line: Which is Better - Request Tracker or Kayako Fusion?

Request Tracker is more expensive to implement (TCO) than Kayako Fusion, and Kayako Fusion is rated higher (80/100) than Request Tracker (62/100). Request Tracker offers users more features (7) than Kayako Fusion (6).

Looking for the right Customer Service solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Best Practical Solutions, LLC Vs. Kayako

Best Practical Solutions, LLC: Best Practical was founded to deliver value to RT's established base of users by providing custom development and user support for RT. We are fully committed to supporting RT as an open source technology, while providing the quality development and support necessary to operations in commercial enterprises and corporations.

Kayako : Established in 2001, Kayako builds the world's leading helpdesk and customer engagement solutions which help organizations deliver better customer support. We are passionate about the customer support and experts in creating elegant and powerful web applications to do the job and grow relationships.

Who is more expensive? Request Tracker or Kayako Fusion?

The real total cost of ownership (TCO) of Customer Service software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Request Tracker and Kayako Fusion.

Request Tracker price starts at $125 per feature/month , On a scale between 1 to 10 Request Tracker is rated 4, which is lower than the average cost of Customer Service software. Kayako Fusion price starts at $60 per agent/month , When comparing Kayako Fusion to its competitors, the software is rated 2 - much lower than the average Customer Service software cost.

Bottom line: Request Tracker is more expensive than Kayako Fusion.

Which software includes more/better features?

We've compared Request Tracker Vs. Kayako Fusion based on some of the most important and required Customer Service features.

Request Tracker: Email Integration, Incident / Request Management, LDAP/Active Directory Synchronization, Mobile Integration, Reporting, Self Service Portal, Support Ticket Tracking.

Kayako Fusion: Data Import/Export, Data Import/Export, Basic Reports, Basic Reports, Online Customer Support.

Target customer size

Request Tracker is perfect for companies of all sizes, starting from Fortune 50 companies to large enterprises and government agencies. Customers of the software include small and medium businesses as well as large enterprises.

Request Tracker

ITQlick rating
(3.5/5)

starts at $125 per feature/month

Request Tracker is an issue tracking system that can help users with their help desk ticketing needs and manage workflow processes. The software is web-based and can be accessed from any internet-enabled device...

Categories: Help Desk.

Kayako Fusion

ITQlick rating
(3.3/5)

starts at $60 per agent/month

Kayako Fusion is a help desk management solution for businesses of all sizes. Its capabilities include request tracking, ticketing management, customization, and others. The software was designed and la...

Categories: Complaint Management, Help Desk, Lead Generation, Mac CRM, Online CRM.

Compare specifications

Compare features

Request Tracker: 7 Features

Email Integration
Incident / Request Management
LDAP/Active Directory Synchronization
Mobile Integration
Reporting
Self Service Portal
Support Ticket Tracking

Kayako Fusion: 6 Features

Data Import/Export
Data Import/Export
Basic Reports
Basic Reports
Online Customer Support
Online Customer Support
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Request ...
ITQlick rating
3.5/5
Score
62/100
Pricing
4.6/10
License pricing
$125 per feature/month
Functionality
8
Compare
Kayako F...
ITQlick rating
3.3/5
Score
80/100
Pricing
3.2/10
License pricing
$60 per agent/month
Functionality
26
Customer...
ITQlick rating
4.8/5
Score
97/100
Pricing
5.8/10
License pricing
$29 per month
Functionality
9
Zoho Sup...
ITQlick rating
5/5
Score
94/100
Pricing
3.6/10
License pricing
$12 per user/month
Functionality
43
Pipeline...
ITQlick rating
4.3/5
Score
87/100
Pricing
5.6/10
License pricing
Pricing not available
Functionality
4

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.