Who Uses This Software?

Organizations of all types and sizes - from microbusiness to the enterprise - trust Kayako to power their customer service.


Average Ratings

27 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 3 / 5
    Customer Service

Product Details

  • Starting Price
    $28.97/month/user
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
  • Support
    Online
    Business Hours

Vendor Details

  • Kayako
  • www.kayako.com/
  • Founded 2001
  • United Kingdom

About Kayako

With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences. Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team. Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex.


Kayako Features

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management

Kayako Reviews Recently Reviewed!

Bb3a091ff51bb5200f3f626fb8f778c8

We've used Kayako for years and it's been great!

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Simple, Easy to Use, Customisable and Good Support. We've used this software for over 6 years now and it's never let us down.

Cons: Some areas could use updating but they're not broken, just need some improvement :) Also the recent pricing increase was expected but of course paying more for something is always a dislike :)

Overall: Great product. Great Support.

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

Oct 17, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

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

Excessive Charges For Existing Customers

Oct 15, 2017
1/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.

Pros: The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Cons: Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.

F51aa9d58693660a80ae6b0f7275b67e

My new favorite live-chat service

Oct 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Comparing several live chat services, Kayako ended up being the clear winner. Here are a couple of the deciding factors:

1) The embedded live chat looks great. The design is fun and fresh. Love it.
2) It's a continuous/seamless experience. Visitors click the chat icon, start a chat, and are immediately prompted, right there, for an email. No jarring visual changes. Kayako keeps things nice and simple.
3) The dashboard/backend is great. The whole Kayako experience is great for both me and my visitors.

Cons: I ended up hitting a snag with Kayako in that my trial had expired and service had been discontinued, but the Kayako embed on my website continue to appear as though the service was operational (While Kayako does offer a free plan, you must enter CC info. So you don't automatically roll into the free plan at the end of a trial).

However, I chatted with support (who were great) and they will hopefully make some changes to improve this.

Overall: Kayako enables my visitors to easily connect with me. This in turns helps me to turn visitors into customers. Kayako was the best live-chat service of the several that I tested. (Kayako vs Freshchat vs Drift)

Kayako is either very helpful or very unhelpful

Oct 05, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The interface has not changed in a very long time. For a quick open/close ticketing system it works great. It is very easy for a person to just start using it with about a 15 minute explanation.

Cons: The software hasn't changed in a long time. It looks very dated. The functionality is very much lacking. There are bugs that are unresolved. Things can get very lost very easily. There are some easy features that can be added that would enhance the software a lot.

Overall: I was able to perform my job.

Great software for new start-ups. Easy to use with many functionalities at your disposal.

Oct 03, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The software is intuitive and allows for many functions to be used in different settings. Great tracking capability and is fairly inexpensive compared to most competitors.

Cons: Reporting may require some coding skills which may result in contacting customer support for assistance. Weekly/Monthly reports lacks comprehensible user interface .

Overall: Provided ticketing system for customer support.

Kayako is a very good software for helpdesk, and must-have for any e-commerce company

Aug 08, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the way it handle and create new ticket from email. That's very helpful as we dont have to check email everyday for new request from customer. And the way it handle tickets are very smart and easy to use. You also can sort the ticket with many filter too. That's very helpful. You could also assign a ticket to other staff or department which helps customer have a right and correct answer, even when they send new ticket to wrong place or email

Cons: It does not link well to Magento, so you cant look up customer database or their order to get more info before reply customer ticket

Overall: Save much time to handle and manage request from customer which they sent to us via emails from multi channels and helpdesk

Just in english

Jan 31, 2017
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support

Comments: If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience. So, in English, it's a good software (one the best maybe), but impossible to use in other languages.

Pros: Chat + Ticket system integrated

Cons: Not localized (just English)

Kayako Review

Nov 08, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: The Program looks very user friendly and easy to use. We are currently using an older version of the system, it's exciting to see that the latest version has all the bells and whistles their competitors have.

Cons: The community forum is very basic.

Kayako On-Premise

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.

Looking for something better

Jun 23, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: None

Cons: They have not kept up with their competitors

Overall: Report sucks should not have to know how to write a sequel query in order to run reports. That is totally ridiculous in this day and age. I should not have to have a manager with programming that experience in order to provide daily reports.

Horrible Product

Apr 29, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: As far as Pros go...I have zero to give. We tested this system as we were refereed to them from a partner of ours who apparently loves it. I still can't figure out why. It is easy for a customer to create a ticket, but as far as the backend goes, it is very outdated and to make one change, it has to be done in several locations within the system. Very time consuming. The tried to get us to come back by offering us a discount, but a discount isn't what I wanted. I just want a system that works. This one, well it doesn't.

Klunky, Cumbersome Interface

May 03, 2015
2/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: Creating tickets is crude. Very difficult to follow. Although creating a ticket if you are an end-user seems simple enough, managing the details of a ticket, its status, searching for it if you don't know the ticket number, creation of custom detail screens, etc., is horrible.

Very clean and very user-friendly.

Mar 03, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: For me personally, the option to color code different categories separately helps my day run smoothly due to its organizational capabilities.

Cons: There are times where attaching a file can be difficult. It will always send but sometimes may take 2-3 attempts. It's the same with receiving email attachments of certain sizes. It can be a bit limited when receiving emails over 10MB.

Recommendations to other buyers: It's a very easy system to pick up and transition teams over too. When dealing with large files, you will need to keep your host email address open as a backup. Other than that, it's very user-friendly.

Kayako has without a doubt improved our customer service and efficiency.

Feb 23, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Before Kayako, we managed all of our "issue tickets" in a Gmail box that multiple people signed into. It was so hard to keep track of who handled what? Now, everything gets attention, and nothing slips through the cracks! Also, whenever I do have a question, which is rare, the IT support team is always easy to work with.

Cons: The only thing that I dislike comes from the fact that we use the software as kind of a "work around" rather than a traditional Help Desk. So, some things require a couple more clicks than I'd prefer, but that's just being nit picky.

Recommendations to other buyers: I would stack up Kayako against any competitors. It works great, and the per user pricing is very affordable.

A solid product with a lot of potential

Feb 23, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Self hosting is an option that a lot of vendors don't offer in this day in age. It allows for powerful integrations and customization (if you have the patience and know PHP). We are able to self-host it on the Rackspace cloud and have it integrated into a site with 15k/Daily Unique visitors without any issues.

Cons: They've substantially raised the pricing since we adopted the system (nearly 4x).

Recommendations to other buyers: We are grandfathered in on the old pricing. The new pricing is still reasonable, but it may not make sense for all organizations.

Excellent customer service solution that you can install locally

Feb 20, 2015
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the excellent support, UI, extensibility, and ability to install locally.

Cons: I think its written in PHP which is not extremely popular with our technical team.

Recommendations to other buyers: Kick the tires on the cloud-based demo instance. Mock up your workflows, set up email queues, and try fielding some real tickets.

Saved us countless hours of support time and improved our service

Feb 19, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The extensive configuration really helped us ensure we met all our customer SLAs and ensured our staff gave out consistent help and advice to our customers.

Cons: I don't really have too many complaints. I guess I would like it if the pattern matching rules were a little easier to configure.

Recommendations to other buyers: Make good use of the free trials. Get your department managers on board and ensure it works for everyone.

Best Helpdesk software ever.

Feb 12, 2014
5/5
Overall

Comments: 1. Easy to install/maintain 2. Easy to use 3. Customers love it Simply the best Helpdesk Software you can get, I recommend it to all my colleagues who ask me for one.

Pros: Amazing front end, compatible with any kind of web server, LAMP, WAMP, WIMP, as long as you have PHP and MySQL, you are all set, no need of secondary Java Application Server.

Cons: None so far.

Fully featured helpdesk and live support system

Feb 05, 2014
5/5
Overall

Comments: We use Kayako mainly for ticket management within our organisation to support internal users, it was very important to use that our helpdesk software was able to link into our Active directory environment so we could link our users to the helpdesk. Kayako was able to do this using the loginshare functionality. Having used it now for over 6 months, we have found the software to be fully features with the ability to configure what should happen in any given circumstance. It has saved us countless support hours by helping us to manage and organise our support staff and internal resources.

Pros: Very robust ticket management, with automated responses, canned replies, knowledgebase, workflows, SLA management, advanced searching, filters and views, custom fields.

Cons: It is a little bit fiddly to get setup, as there is a wealth of options within the admin CP and its takes quite a lot of time to figure out where everything is.

Robust and flexible helpdesk software

Feb 05, 2014
5/5
Overall

Comments: We started using Kayako back when it was still on version 3 ( current version is 4.64 ). At the time we had several issues keeping track of the workload our staff were under, and this resulted in very poor customer service. Kayako helped us to organise our staff, and start putting our resources where they were needed. The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA¿s, but we also ensure that important customers are always dealt with asap.

Pros: The ticket management, from automated replies, SLA¿s, canned responses, follow ups to detailed audit logs. Kayako is a huge product with so many features that it will undoubtedly be able to meet any requirements, even from the largest of companies.

Cons: There is no real con I can think of, the only issue we had was the time it took us to learn the software, it can do pretty much everything, but it takes time to learn where everything is configured from. ( The admin CP is full of options all over )

Don't underestimate - Kayako is a hardcore helpdesk and live chat solution

Jan 28, 2013
5/5
Overall

Comments: Unlike many other options out there, we've found Kayako to deliver 'hardcore' functionality when needed. None of the other apps recommended here provide such rich functionality within each channel, for example 'Kayako Desktop' is a free, native Kayako desktop app for agents to monitor website users and chat to them, take calls e.t.c. This is in addition to or as a compliment of the web-based interface. I can't see how my team would be managing multiple chats with customers without it.

The review does not present Kayako

Jan 22, 2013
5/5
Overall

Comments: I have used this and I am surprised that the review at your website is so much biased. If you look at Kayako Forums, it ha support for all languages, they have the mobile apps, the interface which can be changed easily (I have done mine) and most important : they have download license. I have my data with me. The support has improved alot over the years.

Jun 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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May 04, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

May 12, 2016
4/5
Overall

Feb 01, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money