About Kayako
Kayako pricing
Kayako has a free version and offers a free trial. Kayako paid version starts at US$30.00/month.
Alternatives to Kayako
Kayako Reviews
Feature rating
All Kayako Reviews
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
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.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
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!
Reasons for Switching to Kayako
Primarily, the support for JWT-based sign in and a private knowledge base.- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Chemicals
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Plastics
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Banking
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Design
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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.
- Used Daily for 2+ years
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Review Source
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.
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Animation
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
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
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
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
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Computer Networking
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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
- Used Daily for 2+ years
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Review Source
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.
- Used Daily for 2+ years
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Review Source
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
- Used Daily for 2+ years
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Review Source
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
- Used Daily for 2+ years
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Review Source
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.