# Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Kayako the right Customer Support solution for you? Explore 176 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/80775/Kayako/reviews --- Kayako 4 (176) [View alternatives](https://www.capterra.com/p/80775/Kayako/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Kayako Ease of use 3.9 Customer Service 3.9 ## Pros and Cons in Reviews DM David M AdminTelecommunications, 2 - 10 employeesUsed the software for: 1-2 years. “Day to day, Kay handles the top of the funnel so cleanly that my team barely touches password resets, account questions, or the usual repetitive stuff any more.“ April 21, 2026 Ava H Staff Software EngineerComputer Software, 51 - 200 employeesUsed the software for: 6-12 months. “When I tried to find a specific report, the cluttered interface made it hard to locate the feature.“ October 8, 2024 NM Natale M Senior Field TechnicianInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “The ability to add notes to tickets (both client facing and privately) made it very easy to manage tasks between multiple users so things can be passed along.“ May 22, 2025 DM David M AdminTelecommunications, 2 - 10 employeesUsed the software for: 1-2 years. “Analytics is the weak spot.“ April 21, 2026 UA Uba A VP of GrowthMarketing and Advertising, 11 - 50 employeesUsed the software for: 1-2 years. “What made Kayako click for our team was the way the AI agent Kay gets introduced.“ April 15, 2026 UA Uba A VP of GrowthMarketing and Advertising, 11 - 50 employeesUsed the software for: 1-2 years. “They don't really have any great options for voice.“ April 15, 2026 KM Kilmer M Senior Director of Advertising and eCommerceFinancial Services, 11 - 50 employeesUsed the software for: 6-12 months. “Task automation and organization have enabled our support agents to be more efficient, ultimately fostering customer loyalty and driving revenue growth.“ October 24, 2024 BB Barbara B Senior Project ManagerHigher Education, 501 - 1,000 employeesUsed the software for: More than 2 years. “The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako.“ June 27, 2022 ## Showing most helpful reviews Showing 1-25 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ava H. Staff Software Engineer Computer Software Used the software for: 6-12 months ### "Simple Customer Support Management" October 8, 2024 5.0 Kayako is helpful for managing customer support efficiently, but the interface could be more user-friendly. It’s great for solving issues but navigating it can sometimes be a challenge. Pros I was able to resolve a customer issue quickly by tracking their ticket and providing a solution, all in one platform. Cons When I tried to find a specific report, the cluttered interface made it hard to locate the feature. Review Source UA Uba A. VP of Growth Marketing and Advertising Used the software for: 1-2 years ### "Kayako AI agent was a game-changer. Better than our human agents " April 15, 2026 5.0 Pros What made Kayako click for our team was the way the AI agent Kay gets introduced. Kay doesn't get switched on as an autonomous agent on day one. It drafts replies and puts them in front of your agents first. They read, adjust if needed, send. For about two weeks that's all it is, a drafting assistant. Then you start noticing the drafts need less and less adjustment. At some point your agents are just clicking send. That's when we started turning on autonomous handling, category by category. Billing questions first, account management second, the standard FAQ questions last. Three weeks or so before the team stopped hovering. Cons They don't really have any great options for voice. It wasn't a deal breaker, but it would have been nice. I had to use a workaround. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) ."Zendure cost too much and then they tried to charge us extra for activating the AI on top of it. And that, it felt like a bolt on. It didn't feel native. Review Source BB Barbara B. Senior Project Manager Higher Education Used the software for: 2+ years ### "Kayako - It filled a need, but was replaced" June 27, 2022 3.0 Kayako served it's purpose for several years and did a good job overall. Pros Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users. Cons The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako. Review Source DM David M. Admin Telecommunications Used the software for: 1-2 years ### "A KB that is actually helpful" April 21, 2026 4.0 Day to day, Kay handles the top of the funnel so cleanly that my team barely touches password resets, account questions, or the usual repetitive stuff any more. What surprised me was how much of it happens quietly in the background: ticket routing, KB drafting, first-pass resolutions. I check in on it rather than babysit it. The team now spends their time on the complex issues that actually need judgement, which is what I wanted a support tool to enable in the first place. A few months in, the thing I keep coming back to is that the product gets better every week without us doing anything. Pros The piece I didn't expect to love is the knowledge base that Kay (the AI agent built into Kayako) generates on its own. Any time a ticket gets kicked over to a human because Kay couldn't resolve it, Kay watches how the human handled it and drafts a KB article from that interaction. You approve or tweak the draft, publish it, and Kay handles that ticket type unassisted from then on. Nobody on my team sat down to write articles. Six weeks in we had around 30 new ones in our help centre that the system had effectively written for us, and our resolution rate kept inching up because every gap in Kay's knowledge was getting patched automatically. Cons Analytics is the weak spot. Two of my agents hit a wall trying to pull a fairly standard report and I ended up opening a support ticket just to get the steps. The data is all there, it's just buried under menus that aren't laid out intuitively. The reporting side of the product needs the same thoughtful UX work that the rest of it has had. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kayako Ease of use and price. I used a trial for each of them and chose Kayako Review Source KA KENNETH A. Costumer Care Representative Building Materials Used the software for: 2+ years ### "Review for KAYAKO, the best ticket management software." January 23, 2025 5.0 Its the best tickets management software so far because it gets the job done so effectively and efficiently that there is mostly little left for me to do. Pros Ability to see assigned tickets and the ones in your queue. They also have a simple and effective internal tickets management system. Cons The unusual price increases the and the inability to auto refresh. Switched from [WHMCS](https://www.capterra.com/p/130157/WHMCS/) Because a friend recommended kayako to be the among its kind. Review Source VR Verified Reviewer Freelance Web Developer Information Technology and Services Used the software for: 1-2 years ### "Expensive for small companies, and sometimes buggy, but a great customer experience" February 10, 2021 4.0 Generally great experience for the end user, but could use some occasional polish. Pros Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive. Cons For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online! Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Olark](https://www.capterra.com/p/125957/Olark/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kayako Primarily, the support for JWT-based sign in and a private knowledge base. Review Source NM Natale M. Senior Field Technician Information Technology and Services Used the software for: 2+ years ### "Kayako Review" May 22, 2025 4.0 It does some things very well and makes communications with clients centralized and viewable for everyone on the team, but some of the other features were quite buggy and inconsistent. Pros The ability to add notes to tickets (both client facing and privately) made it very easy to manage tasks between multiple users so things can be passed along. Cons The main interface is clunky, sometimes tickets are slow to load in and notifications were easy to miss. Review Source CP Christie P. Director of Operations Retail Used the software for: 2+ years ### "Kayako Review" May 12, 2025 5.0 Overall experience has been great, no complaints. Pros Automation of messaging with the customers. Cons Setting up the automations can be a bit difficult when you are first learning the program. Review Source Anita S. Coach Computer Software Used the software for: 2+ years ### "Best software for internal and external email communication" December 7, 2018 5.0 I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies. Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device. Pros Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content. Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket" Interface of kayako can be designed and created as per the user's requirement and preference. Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID. It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive. Cons Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention. Review Source Christian M. Director Technical Support Computer Software Used the software for: 2+ years ### "Kayako Classic (On-Premise) is a solution that covers all areas of support and more. " June 22, 2018 5.0 Customer Service Improvements resulting in winning a German Golden Stevie Award 2018. Pros It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well! Cons It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation. Review Source KM Kilmer M. Senior Director of Advertising and eCommerce Financial Services Used the software for: 6-12 months ### "Perfect Customer Support Platform" October 24, 2024 5.0 Kayako has streamlined our customer service operations by providing a scalable and customizable solution. Task automation and organization have enabled our support agents to be more efficient, ultimately fostering customer loyalty and driving revenue growth. Pros Kayako streamlines customer interactions by centralizing all inquiries onto a single platform. This enables efficient organization and tracking, while facilitating multi-channel customer engagement. Cons I have no negative aspects to point out regarding this platform. Review Source MH Muzammal H. Manager Operations Banking Used the software for: 2+ years ### "Review - Kayako" August 27, 2022 5.0 It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it. Pros It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which means an overdue ticket requires you immediate attention. Further I can make Marcos, which helps me to use standard answers without writing the whole message again and again. It has provided to manage and generate customer reports as per your need, which is quite a good feature. It allows to make different sections and sub section which helps for better management of your tickets. Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help the community. Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly. Cons The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying. Review Source VR Verified Reviewer Director of eCommerce and Marketing Retail Used the software for: 2+ years ### "Long Time Customer - Very Dissappointing Final Experiences" June 18, 2018 3.0 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. Review Source aE amy E. Owner Events Services Used the software for: 2+ years ### "600% Price Increase Out of Nowhere" February 18, 2021 1.0 Pros I have used kayako as a knowledge base for my software. I have integrated pages into my software and spent development dollars in doing so, and written hundreds of articles for the knowledge base. A few days ago I received an email from kayako requesting that I contact them about my renewal. When I did, they informed me they would be increasing their pricing by 600% for this year, and an additional 25% each year thereafter. I was shocked, and asked for clarification, explaining that I am a small company that is in the events industry - I have been shut down due to events being shut down because of the pandemic. Even in normal circumstances, I wouldn't be able to afford that ridiculous price increase. They informed me they would be cancelling my service. I have spent hundreds of hours creating these knowledge base articles, thinking I would be using these for years to come - now I have to spend development dollars to integrate a new knowledge base into my software, and re-do all of the articles on a new platform. Very dishonest business practices - untrustworthy services - and costing the client time and money. Cons Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money. Review Source cW cindy W. manager Building Materials Used the software for: 2+ years ### "Kayako rocks" December 9, 2021 5.0 Awesome Love it! Pros Ease of use and consistency, quality cost effective Cons Nothing really, just the spam. Too many spam sometimes but you'll learn to cl;ean it up Review Source VR Verified Reviewer Software Support Specialist Used the software for: 1-2 years ### "Kayako is either very helpful or very unhelpful" October 6, 2017 3.0 I was able to perform my job. 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. Review Source HM Hannah M. Customer Service Banking Used the software for: 6-12 months ### "Kayako From a Customer Service Perspective" October 15, 2019 4.0 Pros It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion. Also, Kayako shows in real-time who is looking at a ticket, thus it made it easy for Customer Service as we could see if someone was already working on that ticket. One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when. Thus, from a documentation standpoint, if someone was claiming to have never received an email, we were able to show that they had in fact opened the email. Cons There were few reporting tools and there was no way to set follow-up tasks. We relied on setting reminders on another system like our Google calendar. Also, Kayako was getting quite expensive, which was one of the big factors in our company switching to a different ticketing system. Review Source Timo P. Support Director, EMEA Used the software for: 2+ years ### "Not very confident with the product development. Features not perfect, same bugs might reappear." June 25, 2018 3.0 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. Review Source RL Ryan L. Naturopathic Doctor Health, Wellness and Fitness Used the software for: 1-2 years ### "Ideal for new company" August 23, 2021 5.0 Very helpful to start-up business as it provides total help desk and customer support in a more efficient manner. The product is recommended to all types of business especially the starting ones Pros An application where can make your life easy as they provide quality help desk solutions to the business. Cons The application is a little bit pricy compared to other help desk solution provider Review Source VR Verified Reviewer President Used the software for: 6-12 months ### "Like it, but needs a few more features" June 14, 2018 4.0 we upgraded from an older version and were able to retain old data. 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. Review Source VR Verified Reviewer Principal Information Technology and Services Used the software for: 1-2 years ### "A Fairly Good Alternative to ZenDesk" December 26, 2018 4.0 Pros Kayako allows basic management of support cases, predefined responses, ticket categories, and other basic facets of customer support management software. Kayako competes with Zendesk, a much larger product with a larger adoption, but it holds up fairly well in a comparison with it's more prevalent rival. I've used both, and I've never been seriously limited in terms of handling a steady (or spiked and unpredictable) influx of customer support inquiries. Cons I can't point out anything inherently wrong with Kayako, but I'd question why someone would choose it over Zendesk, especially given the amount of service reps who are already intimately familiar with it's more popular competitor. Review Source VR Verified Reviewer Research and Teaching Assistant Higher Education Used the software for: 2+ years ### "Recent price changes made it too expensive for us" June 29, 2018 4.0 We have our helpdesk using this every day. We get very few user complaints about the ticket system itself. 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. Review Source AT ALban T. Ingénieur agronome Animation Used the software for: 6-12 months ### "ideal choice for online communication on everything in different Platforms" January 23, 2023 5.0 we have been using this software for more than a year, I have gained a lot in customers and experience in marketing Pros this software really allowed me to develop communication and develop a good customer system within our organization. very easy to use Cons I do not encounter any problem in the use of this software. But the price is high.the free version looks a bit different to me than the paid version Review Source AG Amit G. Head- Product Education Management Used the software for: 6-12 months ### "Good software for Support Desk purpose" August 2, 2018 4.0 Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective. 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. Review Source VR Verified Reviewer Operations-India Used the software for: Less than 6 months ### "Its quick, easy to understand and one of the most reliable application i have come across so far. :D" June 22, 2018 5.0 Its good 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. 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