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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.
If you have been in the customer support or SaaS space for more than ten years, two words still carry a certain weight: . kayako fusion
The Ghost of Helpdesks Past: Why Kayako Fusion Was a Game-Changer (And What It Taught Us) But Kayako is no longer selling Fusion
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. Unlike the modern wave of single-purpose SaaS tools,
Today, the remaining Fusion installs are running on forgotten VPS servers, held together by duct tape and PHP 5.6. Most teams have migrated to Zendesk, Help Scout, or Intercom.
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