About Kayako

Kayako is a cloud-based customer support platform that integrates various support channels such as email, live chat and phone calls. This integration helps users manage multi-channel customer support and assists with internal and customer-facing communication. Kayako allows users to track conversations across email, chat, social media and help center tickets. The chat tool enables users to start new conversations or pick up existing ones through the help center module or a user’s website and apps. The ticket management system can organize tickets using tags or prioritize them based on current status. Agents and service managers can create shortcuts for repetitive tasks and set up automatic notifications for specific situations. Kayako can integrate with applications such as Salesforce, Slack, LinkedIn and Stripe, as well as social media channels like Facebook and Twitter. The collaborator feature allows any employee to access customer data.
Kayako Software - Unified cases
Kayako Software - Help center
Kayako Software - Kayako messenger
Kayako Software - Insights and reporting
Kayako Software - Unified cases - thumbnail
Kayako Software - Help center - thumbnail
Kayako Software - Kayako messenger - thumbnail
Kayako Software - Insights and reporting - thumbnail

Kayako pricing

Kayako has a free version and offers a free trial. Kayako paid version starts at US$30.00/month.

Starting Price:
US$30.00/month
Free Version:
Yes
Free trial:
Yes

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Kayako Reviews

Overall rating

4.0
Write a Review!

Feature rating

Value for Money
3.8
Functionality
3.9
Ease of Use
3.9
Customer Support
3.9
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All Kayako Reviews

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172 reviews
Ava
Ava
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5.0
Reviewed on 8/10/2024

Simple Customer Support Management

Kayako is helpful for managing customer support efficiently, but the interface could be more user-friendly. It’s great for solving issues but navigating it can sometimes be a challenge.

Pros

I was able to resolve a customer issue quickly by tracking their ticket and providing a solution, all in one platform.

Cons

When I tried to find a specific report, the cluttered interface made it hard to locate the feature.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
3

4.0
Reviewed on 10/02/2021

Expensive for small companies, and sometimes buggy, but a great customer experience

Generally great experience for the end user, but could use some occasional polish.

Pros

Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

Cons

For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

Alternatives Considered

Freshdesk, Olark and Zendesk Suite

Reasons for Switching to Kayako

Primarily, the support for JWT-based sign in and a private knowledge base.
Kilmer
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 24/10/2024

Perfect Customer Support Platform

Kayako has streamlined our customer service operations by providing a scalable and customizable solution. Task automation and organization have enabled our support agents to be more efficient, ultimately fostering customer loyalty and driving revenue growth.

Pros

Kayako streamlines customer interactions by centralizing all inquiries onto a single platform. This enables efficient organization and tracking, while facilitating multi-channel customer engagement.

Cons

I have no negative aspects to point out regarding this platform.

Amani
Amani
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
3
Ease of Use
3
Customer Support
0

3.0
Reviewed on 25/10/2018

Kayako - Can be better!

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Pros

Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

Cons

There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Sneha
  • Industry: Chemicals
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

4.0
Reviewed on 6/07/2024

Elevating Customer Support

Pros

It’s great to have all customer interactions in one place, making it easy to track and resolve issues, such as quickly finding past conversations to address a follow-up query.

Cons

I feel Kayako can be a bit overwhelming for new users. For example, navigating through all the features and setting up.

Anita
Anita
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5.0
Reviewed on 7/12/2018

Best software for internal and external email communication

I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Pros

Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Cons

Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

Christian
Christian
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5.0
Reviewed on 22/06/2018

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Pros

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

Cons

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

Jon
Jon
  • Industry: Plastics
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
3
Ease of Use
3
Customer Support
2

4.0
Reviewed on 4/10/2018

Kayako worked for us

We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Pros

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Cons

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Stephanie
Stephanie
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
2
Ease of Use
2
Customer Support
3

3.0
Reviewed on 19/06/2018

It's a mediocre software that isn't very user friendly.

Pros

It has an app. It's kind of customizable.

Cons

The migration to the new version was horrible. There was little communication and I had to keep following up. I don't think they realizing that by migrating us, I had to give my customers a heads up on the migration as well. I'm still using the old version and being less usable every single day.

Verified Reviewer
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
2
Ease of Use
2
Customer Support
1

2.0
Reviewed on 7/03/2020

Zero new features in last 2 years. Deceptive billing. Avoid.

When we wanted to cancel and downgraded through their admin portal to smaller number number of users. They billed us for the OLD number of users (thousands of dollar) and then refused to reimburse us. Deceptive, bad business. DO NOT RECOMMEND.

Pros

Software is basic, has basic helpdesk. The basic helpdesk worked for us for some time, chat worked for us for some time, but literally did not keep up.

Cons

The software has not kept up with the rest of the market. Zero product innovation in the last 1-2 years.

Muzammal
  • Industry: Banking
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 27/08/2022

Review - Kayako

It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.

Pros

It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which means an overdue ticket requires you immediate attention. Further I can make Marcos, which helps me to use standard answers without writing the whole message again and again. It has provided to manage and generate customer reports as per your need, which is quite a good feature. It allows to make different sections and sub section which helps for better management of your tickets. Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help the community. Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly.

Cons

The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

Josh
  • Industry: Design
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
1
Ease of Use
2
Customer Support
1

2.0
Reviewed on 31/10/2023

Don't bother

I will never go back. They are massively overpriced. Renewals are fraught with misleading comments and empty promises. Billing is often problematic. There are also core functions missing from their cloud product.

Pros

We were long time Kayako users. In the past, support was responsive. For the classic version, ticketing functions were functional.

Cons

Unfortunately, they were bought out by another company and have gone downhill. Support is often unable to assist with issues. Billing is frequently incorrect. The parent company is trying to move functions out of Kayako.

Mike
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
3

5.0
Reviewed on 14/06/2018

It's great, but we like to be as efficient as possible, which means tabbing through everything.

Easy access to the emails we want, especially from Amazon.

Pros

The look and feel. the customization options and custom insights. Filtering and suspending messages options. Ability to send all the messages we want to our inbox and not the ones we don't want.

Cons

Can't tab through and select "type, priority" etc. quickly without clicking (you could in the old Kayako). Can't forward or CC a message easily. Images and attachments not perfect. A little slow.
I also can't figure out how to remove the "message sent from Kayako" signature. This should not be required since we pay for the product and it can be embarrassing when we're trying to send professional emails, so we opt out and use Outlook for those.

Eglė
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
4

3.0
Reviewed on 22/06/2018

Colleagues don't like, especially after using other programs, search is too slow or not...

All letters are answered.

Pros

-The possibility to see who is watching the ticket at the same time
- Notes
- Knowledbase
- fast Customer Service

Cons

- Reports have mistakes
- Customer Support assistance regarding one and the same report is different. Different answers.
- Very very slow while making a search and trying to find the ticket.
- the search is not working and no results even if it should be.
- while replying - no possibility to see notes
- automatically bring back to the unassigned
- No "Back" possibility while reading different pages of ticket.
- Always necessary to refresh before assign, because few people assign letters quite often.

ALban
  • Industry: Animation
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 23/01/2023

ideal choice for online communication on everything in different Platforms

we have been using this software for more than a year, I have gained a lot in customers and experience in marketing

Pros

this software really allowed me to develop communication and develop a good customer system within our organization. very easy to use

Cons

I do not encounter any problem in the use of this software. But the price is high.the free version looks a bit different to me than the paid version

Simran
  • Industry: Internet
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4.0
Reviewed on 27/11/2023

Good product for smaller teams

Pros

I found Kayako to be an easy-to-use product. The user interface is intuitive, making it straightforward to manage customer inquiries. Overall, a positive experience

Cons

While my experience with Kayako has been generally positive, I must note that I did not extensively explore its analytical features (if any). As such, I'm unable to provide specific feedback on that aspect. However, incorporating robust analytical tools could potentially enhance the platform's overall utility and offer users valuable insights. It might be worth considering as a future addition to further elevate the user experience

Nivas
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4.0
Reviewed on 14/06/2018

Kayako service desk tool is one of the best service desk which am using since 2 years in...

Meeting SLA's in service delivery
MIS reports
Email to incidence with unique identity number
Tickets History

Pros

User friendly and easy to access the reports and MIS using Kayako tool
Incidence reviews and history gathering is very useful
comparing any other current tools like freshdesk,everest .. etc, this is the best and cost effective tool.

Cons

queries that needs to be written to get any customized report in the tool
Duplication of incidence where it doesnt consider FW/RE in email to incidence case
incidence reopen

Kevin
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1.0
Reviewed on 21/04/2019

Can't Trust Kayako

Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self Hosted) and started pushing existing customers to pay for an annual support/upgrade renewal only later to jack up the prices the following year and disabling our perpetual license. Don't trust this company and their tactics. We purchased a perpetual license we can no longer access or use anymore.

Pros

Self Hosted Helpdesk
Feature Rich Software

Cons

Kayako constantly changes their product offering without offering their customers much of a choice.

Verified Reviewer
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
0

5.0
Reviewed on 11/05/2018

Effective tool for customer support

Pros

Easy to use software, makes customer tracking, communication, and support more efficient. I use it mainly for the ticketing system to keep the company as well as the customers who log faults up to date on the status of their support ticket.

Cons

As I have used many live chat software in my field, I am not too fond of the live chat ability of Kayako for websites. The implementation is not very user friendly.

Shlomit
  • Industry: Computer Networking
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
5

4.0
Reviewed on 19/06/2018

Overall very satisfied , we were able to implement our SLA policy

visibility on our customer support service, how many tickets are opened, what is the average time of handling, how many were escalated. etc.

Pros

it's flexibility , the option to insert macro's , the reports are really great and you can build any report you want

Cons

i don''t like the new pricing program, we were one of the first customer purchased this and when needed to renew support this year we were very surprised

Hamzah
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 18/06/2018

Great product for any company looking to up its customer service and support game

Pros

Multi-channel support, live chat, time tracking (makes support we provide over live chat easy to track and easy to bill), shared inbox and FREE collaborators in the growth plan make supporting customers simple and effective.

Cons

It would have been great if Kayako was also built for sales and lead gen. Currently our support team gets more value out of the product.

Johnny
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

3.0
Reviewed on 17/10/2017

I used Kayako every day for years. It was really easy to figure out how to use it.

Pros

- Easy to navigate
- The interface is very intuitive
- 1,000,000,000x Better than our previous ticketing software
- Easy to reassign tickets to other staff
- Easy to leave detailed notes on tickets

Cons

- Macros didn't always work
- Ugly colors
- Forgot Password option didn't always work
- Sometimes people who responded to tickets were HUGE bad

henrik
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4.0
Reviewed on 18/04/2018

easy to use, flexible

overview of support tickets, staffmembers and ongoing tasks at customers

Pros

installation On premiss.
lightning fast ticket handling for staff members and servicedesk.
Ticket handling / email integration works smooth and simple

Cons

missing bits and pieces in API and datamodel.
integration of the custom fields created on Ticket / timetrack/Billing

Shaila
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 14/06/2018

Amazing

Pros

The tracking ability is fantastic. You will always be able to refer to a ticket and who the last agent was who handles it.

Cons

Reporting is a little complicated. Especially when you have to create your own report. I also feel that there should be some more training on how to use the special features when you sign up.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 28/11/2018

Kayako Review

Overall, Kayako works fairly well. I use it daily in my IT role to support our organizations users and to manage tickets.

Pros

Kayako is an efficient ticket management system and it's affordable.

Cons

Occasionally there will be issues when creating tickets or adding attachments and multiple attempts will need to be made.

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