Kaseya reviews

Pay, culture, lay offs, constant changes, leadership, micro managing

Archaic methods of workflow slow down the process of resolving issues for customers. Doing well is not necessarily rewarded, as it is hard to promote if no one is there to fill your spot with the same quality of work. Because the call center is run by automation, clearing out your queue of work is only met by the automated system pushing other peoples old tickets to you. As a result, the person who is doing well, can end up with bad metrics because they are picking up older tickets that someone else forgot, but the "Time to close" metric is affected by the person who closes the ticket. Inherit a few tickets that are 14 days old and they pull your numbers waaay down, even though you are only being given the tickets because you are clearing out the ones initially assigned to you. That process is probably the most annoying because bonuses, promotions and other things are all based on metrics. In a way, it is a setup.