Kayako

Kayako

4 / 5 126 reviews

Who Uses This Software?

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


Average Ratings

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

Product Details

  • Starting Price
    $15.00/month/user
  • Free Version
    Yes
  • Free Trial
    Yes
  • 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
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • 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
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Kayako Reviews Recently Reviewed!


Capterra-loader

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

Jun 22, 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: 10.0/10 Not
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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.

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

it works but required a lot of enhancements to make it work proper for us

Jun 25, 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: As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

Cons: In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.

Overall: Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.

Btw. Industry selection is missing Enterprise software or similar.

The overall experience was ok. It gets the job done. But through the years we ran into some issues.

Jun 19, 2018
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.

Cons: Kayako feels out-dated all along. After two years of the 7.0 php release it still is not even fully compatible with any php 7.x release and up to today relies on the out-dated php 5.x versions. There are many other issues like the HTML-Mailparsing which have not been fixed completely in years now. Also we know Outlook 20xx do not create great HTML-mails still a lot of customers are using it and it is one the most spread applications in companies. But still the emails are not parsed correctly through Kayako. This should definitely have more priority. The forum is full of long threads and requests about this topic. Many people were upset, because resources were spent on creating a new webinterface instead of fixing basic functionality. Maybe customers should be involved in creating the roadmap for the product or at least help prioritizing issues.

Capterra-loader

Support makes the difference when comparing this to other competitors

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

Pros: The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

Cons: I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

Overall: Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

Software is buggy, support is not keeping up with requests. India-based support.

Jun 21, 2018
1/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: - Standard support tracking software not trying to "re-invent" how support should run.
- Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point.
- Ability to offer Email / Chat / Social support which are well integrated
- KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom)
- Ready to go if you are looking for a simple support system with a single team / person / level of support.

Cons: - The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing.
- Live Chat messenger is limited in functionality
- We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company.
- Their support is passing the "buck" continuously and ends up closing issues which were not resolved.
- features are promised to be delivered with ETA and are either not delivered or half-baked
- full disclosure we are planning on migrating away within 3 months.

Long Time Customer - Very Dissappointing Final Experiences

Jun 18, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: The software was ahead of its time when my company started using it in 2011. Easy to organize. Nice ticket merging. Accountability with being able to assign tickets to staff with notifications, etc. When the new version of Kayako came out there was a lot of confusion on merging, upgrading, and it never ended up happening for my business.

Cons: The utter lack of respect I was given as a long time customer was frustrating. I asked to get out of contract in the middle of a year long term for a partial refund. It took over 2 months to get a final 'no' answer. When the contract was up, it auto-renewed, even though I'd made it perfectly clear I had another system in place and no longer needed Kayako. I asked for a refund immediately and was told it wasn't possible. I had to do a chargeback on my card to get the refund, and THEN Kayako agreed to the refund. Why leave such a bad taste in my mouth as a long-time customer? It just makes no sense and pretty much guarantees I will NEVER be back.

Capterra-loader

Customer support across multiple channels.

Jul 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Kayako enable our sales team keep track of tickets opened by our customers.We are able to save some of the most asked questions our customers commonly ask the sales team ; ensuring for every time these common questions are asked , it is just a matter of a few mouse click and they get a pre-saved response.
Integration is seamless ,and we currently integrate Kayako with Zapier and our social media platforms.Our integration with Kayako required no single line of code to get this done.
With social media integration , Kayako has enables us offer support to customers and also interact with them on the Facebook and Twitter platforms.Allow us turn leads into customers on social media.

Cons: Support with Kayako can be a bitter ,sweet experience. There have been times when support had been prompt and at other times ,it was a terribly poor experience. The Kayako support department need to be consistent with good ,prompt customer response.

Great application, the only one with the "Follow up" feature.

Jun 19, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Customer support are great, they're really helping and I'm getting a great service.
They're answering tickets really quick as well.

Cons: 1. Reports aren't that professional with the Classic Kayako, and the KQL is hard to understand, i believe that you have to make it a bit easier and user friendly.

2. I would like to upgrade to Cloud Kayako, but there is a missing feature which is highly important for me, the "Follow up" feature, this feature letting me create a trigger that will open my ticket after several minutes, this feature implanted only in the Classic Kayako.

3. From the moment you've changed your pricing method, it's a bit expensive.. and while having customers that would like to get reports (most important for them) Kayako Classic at least doesn't give the best value here, i don't know about Cloud Kayako.

Overall: I don't get any benefits, It's just our ticketing system :)

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.

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.

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

Jun 22, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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.

Overall: All letters are answered.

We have been using kayako for 8+ years and it was a great experience for customer support portal .

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

Pros: Kayako has a modern fast interface that will guide you what queries you want to know , and the fast response from the server , also its mobile application .
Easy update the tickets , replay , attach files . Users and department managing is

Cons: I was fetching a query to make csv or excel report exported for the tickets opened during last year for example , I made copy and past for all pages ! . I wonder if there is a way to export the list of critical tickets for example other than the way I used .
Also , Manual Backup was removed from the tools .
The monthly fees is high related to the dollar increasing .

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.

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.

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

Recent price changes made it too expensive for us

Jun 28, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

Cons: Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent.
We could never get the knowledgebase to work the way we wanted.
Sometimes it is not clear who is getting copied on any specific ticket reply.

Overall: We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.

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.

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

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.

Great product. Works well. Customer Support stinks.

Jun 22, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Layout is nice, many great features, customize-able, good price, very easy to use, very easy to set up and implement.

Cons: Customer services stinks. If anything goes technically wrong their tech support is outsourced. The workers work 9-5 so the only way to talk to them in the USA is by staying up until 2am. The tech support that you talk to during USA hours are fairly helpful with basic things but take a long time to get back to you.

Overall: Just a very nice, easy to use helpdesk service.

The product is fine but the customer support is horrible which is ironic.

Jun 19, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Features are OK - but they need to be more up to date. Due to poor customer support and communication, we are not aware of new features/functions.

Cons: The customer support is horrible. You cannot contact them directly. Your only option is to leave a message yet if you want to buy the product you can speak to a representative immediately. This is a customer support platform and it is very ironic they have horrible customer support access.

Overall: We can handle our customer support issues.

It been an exciting experience and has improve customer engagement tremendously

Jun 26, 2018
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: It's ease of use, especially with tickets creation and handling as well as tracking tickets, color categorization for easy identification of customers and prospect based.

Cons: Sending attachments to customers most at times does not really go through, sometimes it has to be sent 3 or 4 times before client confirm receipt of the file

Overall: It really improved our engagements with our customer, prospects and visitors who visit our webpage on daily basics as well as seeking support and customer services.

Good software for Support Desk purpose

Aug 02, 2018
4/5
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: Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

Cons: - This software legs on HTML email parsing side which can be improved.
- On pricing part, they are charging on higher side and they needs to be competitive.

Overall: Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.

Compared to other helpdesk, this tool has become outdated and is not user friendly

Jun 20, 2018
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Pros: The Kayako helpdesk is very helpfull
Various options to customize your ticket fields
Easy users permissions/role management

Cons: UX is bad
Ticket search options have some annoying restrictions
Kayako doesn't have many options to link to other systems
Reports seems at first fine but when trying to do more fancy stuff the KQL language proves to be very limited
Kayako can 't be compared to other systems like the Atlassian HelpDesk tool

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.

Awesome platform, great service!

Jun 21, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Kayako provides the flexibility we need to keep engaged and communicated both with our external and internal customers. Our support departments love the simplicity and clarity of the communication, and our clients have gained a tool through which they feel close to our team. Working with Kayako has made our life easier!

Cons: There are not many cons to our experience. Even as we believe that the tool might help us better integrate additional internal users to simplify the behind-the-scenes processes we have, we do believe that they way the tool is built now is great.

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.

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.

Capterra-loader

We have used kayako for years now. It's very valuable to our day-to-day operations.

Jun 22, 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: It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.

Cons: I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.

Overall: Very easy to use. Helps us track hundreds of email tickets daily.

Capterra-loader

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

Jun 19, 2018
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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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.

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

Jun 19, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

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

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

Features and functionality missing or not working

Jun 20, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
1 / 5
Value for Money

Pros: When I have time to contact their support they have been very helpful unfortunately I do not have time to perform their software testing.

Cons:

Unable to attach documents to a ticket.
Search facility doesn't work as expected.
Need knowledge of sql to run a report.
If you forget to type the 'to' email address and hit send you are not notified and lose the text that you typed.

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.

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

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 has changed our member experience because now members have one central platform for support.

Jun 26, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The way you can have email flow into Kayako and form request in one system.
The macros which allow quick answers to everyday request.
The tech support is great and always have a solution

Cons: To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.

Overall: great customer service

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.

Capterra-loader

Flexible and focused, built around fresh concepts and technologies.

Jun 22, 2018
4/5
Overall
4 / 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: I love it's UX design that feels modern and easy to use. The conversation metaphore is very powerful and automation macros system is really neat.

Cons: Software internationalization and available translations are poor.
Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet. More than a year has passed since then.
If you need to support multi-language for your users, check that required languages have full support.

Overall: We set up our help-desk website and our support ticket system in no time.
Multiple channels support (email and in-app chat in our use case) and case merging feature helped us keeping our support backlog clean and readable.

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

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.

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.

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.

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.

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.

Capterra-loader

Kayako has made our jobs far easier and our service users so much more satisfied.

Jun 19, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Being able to manage incoming emails as tasks that can be assigned to people and then easily marked as complete when done has allowed us to work faster and more efficiently.

Cons: Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.

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!

I use kayako on a daily basis and it has become one of the main tools in my department

Jun 18, 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: 7.0/10 Not
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Pros: The functionality and features for the price makes kayako one of the best helpdesk tools out there.

Cons: The gui isn't the easiest to navigate. New members of my team tend to have some difficulties navigating kayako. The administrator portal especially is hard to navigate around.

Overall: Incident management

Not very confident with the product development. Features not perfect, same bugs might reappear.

Jun 25, 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: UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

Cons: SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.

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

very good experience

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: 8.0/10 Not
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Pros: good features, good support, meets our needs. has been very reliable for our needs. support and product road map are favorable.

Cons: has not been updated recently. mobile app; wish it integrated with our CRM, can't send macros via mobile APP

Overall: we use this in our daily support of about 700 users.

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.

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

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

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.

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.

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

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.

Overall connecting the email and chat seamlessly is genius and extremely helpful.

Jun 25, 2018
4/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: What I described above (being able to both chat and email customers in the same platform). What I described above (being able to both chat and email customers in the same platform).

Cons: Major flaw is that it still is dropping emails (in other words, some customer replies make it to our gmail account, but never appear in the Kayako queue). This is a MAJOR flaw. Nothing is worse than a customer feeling ignored, and that is what happens (albeit not on purpose). If you would like to contact me, I can show you examples in the near past where this has happened.

Very good experience

Jun 26, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Value for money, we've been using Kayako for years now and it works perfect with high volume of mails.

Cons: Keeping the software up to date, it takes us time to upgrade and go offline for a few moments. But that's also on us, cause we host it ourselves.

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

It has been a good experience except when it comes to renew licensing.

Jun 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Ease of use, features, email alerts, categories, issues identifications, ticket statuses, the notes sections are very important to us.

Cons: Pricing is high, didn't work well with Jira plugin and other plugins we wanted to integrate with Kayako.

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.

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

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.

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.

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.

Easy to use, simple ticketing software

Aug 06, 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: 10.0/10 Not
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Pros: For ticketing system kayako is the best software, multilevel categories for issues, attaching file option, good for corporate ticket management. Best thing is you can reply on your ticket.
Even you have option to reopen your ticket.

Cons: Sometimes it is hard to identify the subcategories under main menu category to choose correct one to raise a ticket.

There is also an issue that viewing tockets is ordered by date of creation ascending hence you have to go to 10-15pages on order to view your latest ticket .

Overall: Overall ticket handling for employees of a large organization.
Simple to learn.

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.

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.

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.

Easy to use but lacks new age quality

Jul 03, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Having complete control of the software including custom branding makes using Kayako a good software support system. Everything is very simple to use and new users can pick up the software very fast.

Cons: There are features that are confusing to a beginning user. It does not integrate with other software very easily if at all where other support systems do.

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.

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 application for ticketing system, still some things can be added to make it more productive

Jun 19, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is very easy to use and real easy to manage user and staff. Very easy to create department and assign permissions to users.

Cons: Sometime its hard to find the last reply from user. feature like minimize old reply(responses) and just to see latest one would be useful.

Overall: manage tickets and departments.

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)

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.

Capterra-loader

Very good customer service platform, a few kinks need to be worked out but good value for money

Jun 19, 2018
4/5
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: Nice, clean interface, deep customization options, very good customer support, not expensive especially compared to the competition.

Cons: Well, although overall I am really happy with the software, there are several bugs such as having to update a remark or status or form change twice sometimes for no apparent reason, a bit laggy when switching between tabs and pages and certain trigger/monitor options are confusing.

Capterra-loader

Customer support is great if you like chatting but for my preference, speaking to someone does it.

Jun 19, 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: Once you get to use the software, its easy to manage. One feature I like, we are able to use LDAP to authenticate users. Makes registering users a breeze. Users have one less password to worry about when logging in.

Cons: Some of their features are not cut and dry and their instructions need a bit of clarity. Sometimes requires call but for the most part its detailed

Overall: All IT related issues are centralized in one place.

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.

it does what you want in an ok format

Jun 19, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Mobile access when needed, web based, built in helpdesk to carry all our articles for customers to review , online chat is useful.

Cons: Search, how contacts are added, you cannot see all call activity easily, feels like a collection of calls not a database. It would be nice to be able to search the helpdesk within a call and link to an article instantly with out building a macro.

Powerful tool to use

Jun 19, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the ability of having multiple conversations attached and keep track of the old conversations.

Cons: I am not able to insert BCC or CC in the beginning, having myself to compose singl e-mails or forward.

Its quick, easy to understand and one of the most reliable application i have come across so far. :D

Jun 22, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's really easy to understand and implement on any platform. There are a couple of features like Tagging a user(In case we need to highlight especially with critical cases) also the interface is really cool and clam its very simple to make a new user to understand the functions.

Cons: The user has to enter his name and email address to start the chat. In case the user enters a wrong email address or misses a word while entering the email address, it becomes difficult to get back to him. (Incase we dont reply on time)
What we can do is once the user starts chatting, he should get a confirmation email. In case the email is incorrect the user should be informed about the same.

Overall: Its good

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.

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

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.

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

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 )

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 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

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

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.

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.

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.

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.

I appreciate the value and feature combination. And it keeps getting better.

Jun 19, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: What drew us in was that help desk and customer messaging were included together. This was important for us. The pricing was reasonable compared to other available options.

Cons: Not as intuitive to new users. Requires a bit of training to help my team understand how it works. Another area is that there are not many direct integrations available. Kayako utilizes Zapier for a lot of this, which is not ideal for our company. We'd rather have direct, tested integrations that do not require us to seek other service providers (and additions fees).

Non existent customer service

Jun 24, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: The Kayako case help desk which was superseded was a good platform. The companies direct has killed its reputation.

Cons: Non-existent customer service. For a help desk software vendor that purports to pride itself on its customer service, I find it a joke.

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.

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.