ky2help Reviews

“flexible ticket administration”

Pros

What I especially like is how many options the ticketing system gives me to manage things independently. It is flexible and can be adjusted to fit our specific requirements quite well.

Cons

One thing I like a bit less is that the system is very process-driven overall so it takes some time to get used to at the beginning.

“Customizable and simple tool”

Pros

This software is very flexible in my experience and fully ITIL-compliant. I really like how well I can adjust processes and forms to match our internal workflows. The platform feels stable and Kyberna's support has been reliable, with quick and competent responses whenever needed.

Cons

The large number of configuration options can feel a bit overwhelming at the beginning. On top of that, the administration side does require some time to learn properly.

“versatile tool with broad coverage”

Pros

This is a great ITSM solution overall in my experience. It covers all essential functions and can be adapted to fit organizational needs. I find the wide range of features very useful, including incident and request management, change management, service catalog options and SLA tracking. Ticket handling is well structured and every step can be tracked which gives me good transparency. I also like that it's not limited to IT use, it can be used across departments like onboarding, offboarding and facility management which helps standardize processes and improves teamwork.

Cons

On the downside, the user interface feels a bit outdated in some areas and isn't always completely simple. Also, the large number of features means there's a bit of a learning curve at the beginning, although it becomes much easier over time.

“powerful ITIL coverage”

Pros

It fully supports ITIL processes which makes it easier for me to introduce new workflows. I also find BPMN 2.0 very helpful and from my side, it's simple to understand and use when building processes.

Cons

In some areas it can feel quite complex because of the many configuration options. Roles and permissions are also fairly tough especially when one person needs to handle multiple roles.

“Tweakable workflow management”

Pros

Process management is strong in my experience and I can easily design and adjust workflows based on our needs.

Cons

Creating custom workflows can be a bit challenging because the development interface is somewhat complex.

“flexible process modeling and audit trail”

Pros

No-code and low-code setup keeps administration manageable for me. I can model and adjust processes without much difficulty and I also appreciate that requests are documented in detail which helps a lot for audits.

Cons

API capabilities are lacking especially when it comes to integrating with an existing BI landscape. There also aren't really any great features for batch processing and because of the many linked objects, certain functions can be difficult to locate.

“Simple and user-friendly setup”

Pros

It runs reliably for me, the interface feels easy to use and it is also user-friendly for end customers.

Cons

The display and presentation options in the knowledge base could be improved.

“helpful tagging for organization”

Pros

Tags make it easier for me to organize and categorize information in a more structured way.

Cons

Creating recurring tickets should be more easy and the knowledge feature could use a rework.

“powerful integrations and rich features”

Pros

Connecting it with other tools has worked well in my experience and we use it daily as a ticketing system for customers across the DACH region. After a short adjustment period for new team members, it becomes easy to work with. I also find the reporting and data collection features very useful for statistics and quality management evaluations.

Cons

Because of the extremely high volume we handle for our customers, with tickets coming in within seconds, we had to go through several adjustments and releases before reaching the level of performance we have today. In the end, the effort was worth it.

“fast front end and strong reporting”

Pros

We evaluated three products and this one stood out with its fast front end, clear layout, built-in search, extensive reporting package and especially the wide range of integration options. Kyberna, as the vendor, supplier and integration partner, also made the rollout quick and uncomplicated. The built-in process designer does require a fair amount of know-how but it makes it possible to model workflows in a practical way and add useful functionality to them.

Cons

Setting up views for different user roles is fairly complex and can be confusing at times in actual use. The search delivers results quickly but you often have to look closely to understand what it actually found. Overall, the search function still has room for improvement.

“Great incident handling”

Pros

Incident handling works well in my experience and I also like how the BPMN 2.0 implementation is structured in a thoughtful way that actually supports real process flow.

Cons

The official documentation needs to be more comprehensive and detailed so that most customization can be handled independently. A stronger community is also missing.

“My processes are fully covered!!”

Pros

As someone who values ITIL practices, I'm really satisfied with how well the software maps out the processes. It gives me a clear understanding of what's happening at each stage which makes the whole system feel more dependable and predictable for me.

Cons

Because there are so many configuration options, the administration side can become quite complicated.

“Perfect bpmn 2.0 foundation”

Pros

Using the BPMN 2.0 standard for process design is definitely a strong advantage in my opinion.

Cons

There are too few mass-edit options and documentation is missing in several areas, such as process modeling.

“flexible workflows and strong features”

Pros

From the beginning, the software impressed me with how practical it is and how many features it includes. It fits our workflows well and I can adjust things or handle new requirements without running into major issues.

Cons

Microsoft Teams integration did come with a few challenges at first but with Kyberna's support, we were able to get the function implemented fairly quickly.

“itil-focused tool but hard to navigate”

Pros

It follows ITIL principles properly in my use and I find that it includes all the core functions needed for IT support work.

Cons

Interface lacks clarity, the price is high and there is barely any online community.

“flexible setup options”

Pros

There are many configuration options available which I personally see as a big benefit because it gives me more control over how things are set up.

Cons

Unfortunately, the REST API still isn't fully developed yet.

“Great integration potential”

Pros

In my case, integration usually requires some development effort so it is not always completely plug-and-play.

Cons

A lot of features, like the editing option, are too small and tucked away. The usability should be designed more in line with Apple products.

“simple rollout”

Pros

However, I did find the integration process manageable and training my team didn't take much effort either.

Cons

Honestly, there's not really anything negative to point out. Setup was quick with the vendor's help and the technical support has been very great.

“helpful support and developer access”

Pros

I really value the personal support and having direct access to the developers makes a noticeable difference when issues come up or changes are needed.

Cons

The mobile app still needs more attention and improvement.

“flexible modules and excellent support”

Pros

Since it is web-based, I find it very convenient to use. The system offers a lot of flexibility and the modules are well connected. Integration with systems like AD, SAP and other data sources is fairly easy in my experience. The support team is friendly, quick to respond and knowledgeable and I also like that I deal with consistent contacts. The display options are flexible too, with filters and views that I can adjust both globally and personally. There are still many reporting and advanced features that I have not fully explored yet.

Cons

Only a minor issue some views take up a lot of space or leave too much empty room on the screen.