But for those of us who remember editing templates/default/css/style.css at 1 AM just to change the button color? We miss it.
But Kayako is no longer selling Fusion. So, why write about it today? Because understanding what made Fusion great (and what ultimately led to its downfall) is a masterclass in modern support strategy. Unlike the modern wave of single-purpose SaaS tools, Kayako Fusion was a monolithic, self-hosted helpdesk. You bought a license, downloaded the PHP code, and installed it on your own server. kayako fusion
The Ghost of Helpdesks Past: Why Kayako Fusion Was a Game-Changer (And What It Taught Us) But for those of us who remember editing
This is awkward, but...
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