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… if the software vendor recommends the advisor, then the advisor will simply recommend that specific vendor’s ticketing system. It is really just that simple.
Kayako will very rarely be recommended because, while popular, Kayako does not have an extensive partner ecosystem like some of the other help desk vendors. Consulting firms normally align with vendors then hand over the implementation business. That is the normal trade that creates a partnership between the IT consulting firm and the vendor. However, this has absolutely nothing to do with the right software for the requirements of a company.
Complication #2: Not Evaluating …

… the company is ready for helpdesk or ticketing software. And of course, if the software vendor recommends the advisor, then the advisor will simply recommend that specific vendor’s ticketing system. It is really just that simple. An open source ticketing system will very rarely be recommended because of this. Consulting firms normally align with commercial vendors as commercial vendors then hand over the implementation business. That is the normal trade that creates a partnership between the IT consulting firm and the vendor.
Complication #2: Not Evaluating the Claims of Vendors in This Area
Ticketing system software was developed to …