Who Uses This Software?

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


Average Ratings

77 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $9.00/month/user
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

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

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

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Network Monitoring
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management

Vendor has not completed this information.

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

Kayako Reviews Recently Reviewed!


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

Jun 18, 2018
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: 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.

excellent product and support. have been using for years and highly recommend

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like that we are able to integrate it into our workflow using the APIs. It is easy to use and helps us manage lots of support email and phone calls.

Cons: It has got more costly over the years, with a per-user-per-month license fee and support requires a separate support fee

Kayako has been effective for our company.

Jun 15, 2018
4/5
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: I most like the easy real-time communication that is possible through Kayako. We are able to quickly assist our customers because of it.

Cons: I wish I could delete the feature that tells the customer approx. how long it will take us to respond. When we receive a chat outside of our business hours, we aren't able to get back with them until the next day. This causes our "time to respond" to give an inaccurate estimate.

Kayako is a great platform, but needs to evolve on UI/UX and differentiate between chats & email

Jun 15, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - Great help center - one of the best
- Good article search
- Innovative customization in the messenger

Cons: - Not easy to set up integrations
- Chats & emails are hard to differentiate between
- User interface/user experience for agents & admins could use improvement

Very happy with our contract with Kayako

Jun 15, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We switched from Happyfox to Kayako and haven't looked back! The price is cheaper per month and the functionality is 10 times better.

Cons: Strangely enough, there's no easy way to put links in your form reply emails. Some of the more advanced programming stuff and automatization is hard to understand.

easy to use, convenient and practical. How ever they could really work on their customer support.

Jun 15, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money

Pros: It makes it easy for clients to come in contact with us. It is also great that they can leave an offline chat and we can get back to them after the weekend or when we are back in office the following day.

Cons: no cons about the software but its not cool to wait a week for a email from customer support that is less than helpful.

Fantastic and hassle free since day dot

Jun 14, 2018
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: Easy to use software that is pleasing on the eye. All members of the team have enjoyed the implementation of this process within our company.

Cons: I am yet to see a limitation within our current needs when using Kayako. Hopefully i havent spoken to soon..

Overall: Ease of use and a single place for all support to take place

I have used many Service desk systems but Kayako is the best of all

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: 1. Multi department integration & queues in one interface
2. Easy SQL to generate possibly any report you want
3. Full Active directory integration
4. Best of Customer service i know of.
5. The support team knows what they are talking about. The resolution to any of my issues resolve in less then 20 min
6. Staff automatically know what to do
7. Knowledge base is very helpful

Cons: 1. Searching is a big pain ( Good luck searching with tags )
2. Online support require ugly desktop software

Amazing

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Good Experience and good Support

Jun 14, 2018
5/5
Overall
4 / 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: What I like the most is the way you work day to day with the portal, it's easy and I use the classic version

Cons: he new version does not convince me, it's very easy to mix all the tickets and departments, in the classic it is all more segmented.

Capterra-loader

Support system missing a CRM

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use, depending on your license is very customizable.
Once the ticket is created adding notes, screenshots and files is really simple and fast

Cons: API or link to CRM directly is really needed
External add on works but with serious limitations.
Old kayako had a voip system to do phone calls

Overall: We had Zendesk before but Kayako is a really serious support ticket system
I wish the price were better

Like it, but needs a few more features

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: live chat function is really helpful. easy to keep track of all customers questions and responses. I like the merge function. it really helps to condense multiple tickets when a customer keeps sending requests on the same topic without replying back to the original email response.

Cons: has a few bugs that keep it from being the best ticket system.
there is no option to delete or remove notes.
there is no option to EDIT notes. that is seriously needed as an upgrade.

Overall: we upgraded from an older version and were able to retain old data.

Proven but costly.

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use, customer-friendly, customizable. Easy to setup and low-maintenance. Good balance between ease of use and developer tools.

Cons: Vague support policies, not clear where to contact and when support is available. Cost: too expensive for the offering, yet proven.

Overall: Setup a good service desk with high customer satisfaction.

Stable and easy to use software

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Super stable, secure, trouble free. Reply via email is quick and convenient. Easy to ban users and manage staff.

Cons: Some advanced settings can be hard to find. The change from perpetual to subscription based fees was not welcomed and significantly increased the cost of the software.

Overall: Able to easily support clients with questions.

Not very efficient but it does the job.

Jun 14, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The look is simple. The macros are stored in a convenient spot. I like that the ticket/conversation history pops up when corresponding with a contact who has contacted us previously.

Cons: Unable to tab through different fields. Unable to remove certain ticket fields/types. The search function is not intuitive. Reports are lacking since updating to newer version. There are limitations in what we can customize.

Overall: I am able to do my job.

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

Jun 14, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

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

We have Kayako classic cloud. Good for a basic support but overpriced and no plugins.

Jun 14, 2018
4/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Simple to use and setup. The ability to setup escalation and different groups of users allowed us to manage multiple support teams.

Cons: The interface for Kayako Cloud Classic is dated. There are no plugins to the cloud version of classic meaning we had to manually copy tickets to our internal ticket board for long term feature requests.

It works well enough

Jun 14, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Mobile app is great for on the go and the desktop app. Quick view of data laid out. and ability to create custom categories.

Cons: Complex layout. cannot be logged in at multiple sessions at a time with same user. Lack of reponse for service related issues

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

Jun 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

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

Kyako has been a great business changer from our Previous Software

Jun 13, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What We love about Kayako is the chat engagements we can initiate with customers who visit our website. With the help center, customers can view our help center articles, submit tickets or reach out to us via chat. The functionality of Kayako keeps us organized and able to respond to our customers in a timely manner.

Cons: A couple of things need improvement but not so much as a con. The reporting aspects of the software could be a little bit simplified. Reporting of Chat engagements and possible integration with Google Analytics would be fantastic.

Overall: With this software, we were no longer jumping back and forth dealing with different programs to respond to our customers. It has been great to instantly chat with our customers, respond via tickets or emails in a matter of a few seconds.

Easy and Concise

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: I have used the software between old and new versions. Kayako allows for a lot of reporting that other software doesn't allow.

Cons: The reporting is difficult to get correct with the new software. I'd like more options for the kql query type we had before.

Great support platform.

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We like the ease of use, flexible and customisable reports. These are paramount for supporting our customers.

Cons: The cost is a little high for our budget. Also, the design interface is becoming a little dated for our clients.

Such a cool way to interact with your visitors!

Jun 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I love how easy it is to use and the ability it gives you to manage your visitors and make sure you don't miss them! Also being able to manage all your channels is awesome!

Cons: I would say the only thing is that you have to have resources on your end to really use this to it's full potential!

Kayako is an advance in potential customers.

May 22, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I have been able to establish better attention with potential clients within my company, in this way, it has had a better control and thus obtain better finances. Potential customers have been satisfied when we use Kayako because we serve them at any time of the day.

Pros: The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

Cons: I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

All the important requests will be managed and resolved

May 20, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Kayako is such excellent software thanks to which you can show the care to your customers through prompt dealing with their problems and requests. I am the businessman with more than 15 years of experience of leading different businesses, and that crucial thing that I noticed for all this time is that clients always work with that company which solves their problems. And in this case, the board where you can put all the requests of your clients and solve them the fastest way in prospect you can afford to yourself and your customers worthy service.

Cons: The very cards with the certain resources may be more configurable and customizable, I mean of course there are templates which are necessary, however, the ability to change something in this strict templates must be added here.

Fairly robust software that will work for most organization

May 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: This software is fairly simple to use and can handle quite a bit of data. There is a lot of customization that can be done which makes the software quite flexible. The audit log feature is very simple to use and provides all status entries and updates in one easy to access location.

Cons: This can be unstable at time but the fixes are always quick and easy to accomplish. The automated routing is lacking and I with there were more options for ticket generations and closures. The classic interface can be hard to navigate.

Overall: This has allowed us to track and monitor our incidents and support issues pretty easily and has streamlined some of our processes.

Effective tool for customer support

May 11, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

ALWAYS Works. When not working, fixed issue in 30 seconds. FANTASTIC Support

Apr 24, 2018
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: Always available. Ease of use. Customization ability. Availability of support staff, Knows the product inside and out.

Cons: Only ONE feature, does not print the notes when using the PRINT functions. Cost to add another user a bit higher than expected.

Overall: Reduced time answering questions during billing

IT Admin instructed me use this, it works well

Apr 24, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use
I can view customer info easily
I can leave detailed notes for my coworkers
The flag feature is helpful for different tags

Cons: A little unintuitive
Sometimes is a little slow
Crashes on occasion, and when it does other systems tend to fail too.

Overall: Able to track Sales and Support tickets easily!

Works for what we need

Apr 24, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Customizable gives a lots of a lot of options on how we want to set up the support page.

Decent support too.

Cons: Not easey to set up, it took us a long time and the assistance we got was somewhat lacking in instructions.

Overall: Our business runs on it

Very good all in one support solution

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Covers the complete client journey from prospect to client without having to purchase separate apps. Has plenty of integrations and I'm using Kayako with WHMCS as well. I like the ability to create different knowledge bases.

Cons: No real cons for me. The only aesthetic thing I don't like is the look of the chat widget. Looks alien and not as sleek as other platforms like Crisp, Drift and Intercom.

Overall: Was able to set up a knowledge base quickly and add chat widget to our software for users to have quick access to it. I also like the app and the way it streamlines our support communications.

Fairly robust support software at an "ok" price

Apr 23, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The older "classic" version is very customizable, but does require considerable technical aptitude.

Cons: The interface is a bit clunky and isn't very intuitive. You need need to know how to do basic html, css and even some js to get the client-facing side usable.

Love the features of the product.

Apr 23, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Ability to create custom fields to accommodate our business needs. Ability to create custom views. Ability to add private notes on a ticket, profile, and organization.

Cons: There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.

It is a ticketing solution for small to mid-size businesses.

Apr 23, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: It is a pritty straight forward tool to use. Teaching it to others is also quite simple. Connecting it into inbox accounts is done through pop3, nevertheless it is also simple.

Cons: Performance issues when it comes to large tickets eg. 3MB text tickets, and also if you have eg. 3 million of tickets and you use the general search, then it searches through the 3 million tickets causing large performance issues in all the tool. Support is sometimes difficult as you have to describe every single issue per email. In the past it was easier to get support per chat.

Splendid performance I've seen once we integrated kayako software with our platform.

Apr 21, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: One click integration, easy to use, friendly UI, one interface to most of the platform such as (Facebook, Twitter)

Cons: Need bit improvement from latest technologies such Artificial Intelligence. If world changing customer experience CHATBOTS can be integrated with the package will be one of the best products in the market for sure.

Overall: Visiting customers to our website can be seen once this implemented.

Amazing!

Apr 21, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Kayako gives a lot of powerful information based on what you need, most especially in handling customer service

Cons: They normally reply through email, and a value for money is also a deal most especially when you gather information that can help in work, anyways overall it was a good software providing all information that you need and it's friendly webpage

The new enhancements to speed up ticket viewing and responses is amazing!

Apr 20, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The software appears like since the design has been made more minimal.
The speed of updates and changes to a ticket is fantastic

Cons: Upgrades are always a pain, but it seems it's optimized as best as can be possible.
Other than that, there really isn't much to complain about

Pretty easy to use and simple. Makes completing tickets easy.

Apr 20, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.

Cons: It is hard to manage all the information you have when you are searching for things. This causes issues especially if there are tickets from the past you need to do research.

Mostly pleasant, but i had a few issues with certain features

Apr 19, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen :)

Cons: I found the documentation really lacking particularly for the section about setting up conditional triggers.

Great Product

Apr 18, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder.

Cons: In some cases the filter is limited in such a sense that "not equal" terms need to be used to create meangful filter structures.

easy to use, flexible

Apr 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Overall: overview of support tickets, staffmembers and ongoing tasks at customers

so far great. good response time. Love the new installed version of Kayako. It's so much faster!!

Apr 17, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: the speed increase and the stability even though we have 100's of thousands of tickets.
I'm assuming you're using more AJAX to load content which helped to improve the speed.
I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service.
Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.

Cons: somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.

is really good and easy to use

Apr 17, 2018
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: user friendly and really easy to used and create tickets to respond to ticket and assign ticket between techs

Cons: the only issue I have is with the phone app it needs more work since they are some limitation on the app for the cellphone

Overall: fast responses to our clients

Capterra-loader

Easy to configure and use

Apr 17, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.

Cons: Reporting could be a little more robust, and being able to select defaults for tickets is a much needed improvement we're still waiting for

Create warm and helpful supporting for your clients

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I think that the realization of presenting information and abilities to manage your customer's queries ideally combined in Kayako. The possibility for your clients to send requests via live chat if someone from your support team available is also quite pleasant. If the staff of your company is out of the office the customers can leave a message and support team will revert back to them as soon as they reach the office. The ability to redact any task-card that you need also convenient.

Cons: In this software, you have the possibility to do a search among all the task-cards or tickets that you have. In little\medium size company with 10-200 customers, it works fine. While having more than 600 requests making the searching process a bit complicated, so it would be great to make this easier.

Great software for keep track of help desk inquiries

Apr 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to use and manage, great interface for help desk purposes that allows users to be assigned to various cases.

Cons: Could be easier in terms of archiving and searching for cases and would like to see more robust reporting features.

Capterra-loader

Excellent customer service

Apr 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The embedded live chat looks great and very easy to use because visitors click the chat icon, start a chat, and are immediately prompted.

Cons: Sometimes attaching a file can be difficult, and receiving email attachments yet limit for sizes 10 Mb or lower.

Overall: Easy to install and maintain, this is truly easy to use.

Easy Email communication

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Thanks to this program, our company quickly and without additional efforts informs our clients with useful information for effective cooperation. My working group is more organized, and their work is now higher. Excellent communication in the network, so chatting is much better and without problems. This is a simple ticket sales tool that we used to get started with help desk support. We can also track the number of hours that we spend per client. This is a very valuable feature for billing.

Cons: Our customers often tell us that they did not receive our emails. Most of all I do not like this, it is the lack of choice of format for an answer to the ticket in the user interface. I do not like the appearance of the control panel, a little difficult to navigate and get the visibility of key indicators.

Great solution for help desk

Apr 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Kayako's chat system is so easy to use and set up. It very well integrates with their control panels and other organizes customer data. The built-in reports that it provides are a not bad start to being able to monitor the work performed by staff. It allows you to categorize well so that you can create reports of common problems. The big benefit is that it's easy to keep relevant people in the loop, without the need of sending emails to each and everyone. Our entire organization uses Kayako to conduct our business. It is used to transfer work from one person to another in our office.

Cons: I'd find it helpful if it were possible to include screenshots or images directly into the text. It's a bit cumbersome that we have to send them as attachments. Also, frequently, when trying to view tickets, I have to log in multiple times.

Got up and running fast

Mar 15, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I really liked the two-way outlook integration and the conversational feel of the tickets. Everything was very easy to configure.

Cons: I am not a big fan of the knowledge bank. I don't really like the way it looks and it is difficult to configure and customize.

Capterra-loader

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.

Capterra-loader

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
Likelihood to Recommend: 10.0/10 Not
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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.

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.

Used for 10+ Years and LOVE it!

Apr 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I purchased an install in 2005 (upgraded along the way) and have found Kayako to be pretty flawless in execution and usability. I still use it and love it. Backend is as simple as the Frontend and have found my VAs to naturally "get it." :-)

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