We’ve been with Kayako for over 15 years. Last year, they forced us to upgrade to their newest system. Not a big deal, after all, we are software people and recognize change is required. However, what we didn’t expect was to have the cost of our “helpdesk” software increase 10-times in 24 months and that’s roughly what they did to Synergy. A single-seat license became more expensive than what we charge our clients for Fusion, myFusionPortal, and Fusion Mobile apps all combined.

In the end, we need to control costs just like everyone else, so we are transitioning over to Zendesk. Our target is next weekend to push the migration on Friday evening. This is exactly what we did last year and the migration was completed overnight.

Hopefully, everything goes better than last year’s project.