Shlomi 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.