# Page 2 | Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Kayako ## Showing most helpful reviews Showing 26-50 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TK Taylor K. Engineer Hospitality Used the software for: Less than 6 months ### "Fast turn arounds with Kayako" February 22, 2025 4.0 Overall, my experience has been good. typically resolutions are provided quickly and adequately. Pros I like how quickly my issues have been resolved using this platform. Cons The interface can be quite cluttered creating a tricky navigation at times. Review Source SS Sneha S. Software engineer Chemicals Used the software for: 1-2 years ### "Elevating Customer Support" July 6, 2024 4.0 Pros It’s great to have all customer interactions in one place, making it easy to track and resolve issues, such as quickly finding past conversations to address a follow-up query. Cons I feel Kayako can be a bit overwhelming for new users. For example, navigating through all the features and setting up. Review Source CD Claudia D. Business analyst Program Development Used the software for: 1-2 years ### "La gestione su misura per le segnalazioni" November 17, 2023 4.0 L’esperienza in generale è molto positiva, lo trovo uno strumento facile e le Dashboard aiutano ad avere subito un quadro generale al momento dell’accesso. I tag riescono a raffinare ancor di più il quadro già ben delineato tramite le sopracitate Dashboard Pros In relazione alla gestione e monitoraggio dell’help desk, kayako fornisce tanti strumenti operativi validi per garantire una più snella e gestita l’operatività dell’utente. La funzione che più mi agevola è quella delle query di estrazione schedulate con invio di un report sulla mail, il che permette di tenere sotto controllo l’andamento dei ticket ed agevola la realizzazione di reportistiche da fornire agli interessati Cons Non poter aggiungere un destinatario in To nella mail da cui proviene il ticket non permette il corretto indirizzamento della problematica, bisogna necessariamente inserire l’interessato in cc Review Source Amani I. Marketing Manager Computer Software Used the software for: 2+ years ### "Kayako - Can be better!" October 25, 2018 3.0 I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket. Pros Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder. Cons There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email. Review Source VR Verified Reviewer Managing Director & Co-Founder Computer Software Used the software for: 2+ years ### "Good choice although there are some problems." August 22, 2018 4.0 There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice. Pros 1- Beautiful user interface. 2- It Supports all activities in a helpdesk process. 3-14 days free trial 4-Good localization, so you can add your own translations to (just) on-premise version Cons 1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult. 2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately. 3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up. 4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system. 5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version Review Source JV Josh V. Systems administrator Design Used the software for: 2+ years ### "Don't bother" October 31, 2023 2.0 I will never go back. They are massively overpriced. Renewals are fraught with misleading comments and empty promises. Billing is often problematic. There are also core functions missing from their cloud product. Pros We were long time Kayako users. In the past, support was responsive. For the classic version, ticketing functions were functional. Cons Unfortunately, they were bought out by another company and have gone downhill. Support is often unable to assist with issues. Billing is frequently incorrect. The parent company is trying to move functions out of Kayako. Review Source Christopher B. Director of Product Management Computer Software Used the software for: 2+ years ### "Support makes the difference when comparing this to other competitors" June 18, 2018 5.0 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. 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. Review Source VR Verified Reviewer CEO & Founder Used the software for: 1-2 years ### "Software is buggy, support is not keeping up with requests. India-based support." June 21, 2018 1.0 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. Review Source OS Olav S. Lead Engineer Support Computer Software Used the software for: 2+ years ### "it works but required a lot of enhancements to make it work proper for us" June 26, 2018 4.0 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. 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. Review Source VR Verified Reviewer Trainer Consumer Goods Used the software for: 2+ years ### "Kayako - Feedback" February 11, 2023 4.0 Pros Easy to identify what we need to use to support customer Cons Kayako most of the time is laggy and affects overall performance of our agents Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Cheaper and faster tool Review Source Mark T. Account Manager Internet Used the software for: 1-2 years ### "Powerful System, Steep Learning Curve" November 27, 2018 5.0 Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs. Pros Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks. Cons The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system. Review Source VR Verified Reviewer DevOps Engineer Information Technology and Services Used the software for: 1-2 years ### "Please be aware this is a review for an year-old version of Kayako" March 5, 2019 3.0 I used Kayako A LOT on a previous position for all our customers and clients communications and to manage ticket assignment to my team (later, we switched to Intercom). While it served its purpose at the time, for a team of about thirteen support engineers, we never feel comfortable with it. It was plagued of usability issues and it wasn't strange to hear a comply - and even some cursing - upon its lack of functionality and flexibility. In the end, we eventually moved to Intercom since it also let us integrate the helpdesk with our (at that time) brand-new mobile apps. Pros \- Fast to load - Just enough features to handle customer support request via a ticketing system Cons \- Cumbersome and ugly UI makes difficult to find what you're looking for if you don't know where to look - Lack of flexibility to manage tickets and assign them to the team - Some features missing Review Source ML Mark L. IT-Administrator Used the software for: 2+ years ### "The overall experience was ok. It gets the job done. But through the years we ran into some issues." June 19, 2018 3.0 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. Review Source Jon S. Vice President of Information Technology Plastics Used the software for: 2+ years ### "Kayako worked for us" October 4, 2018 4.0 We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets. Pros Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users. Cons There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task Review Source SA Simran A. Partner Relations Manager Internet Used the software for: 6-12 months ### "Good product for smaller teams " November 27, 2023 4.0 Pros I found Kayako to be an easy-to-use product. The user interface is intuitive, making it straightforward to manage customer inquiries. Overall, a positive experience Cons While my experience with Kayako has been generally positive, I must note that I did not extensively explore its analytical features (if any). As such, I'm unable to provide specific feedback on that aspect. However, incorporating robust analytical tools could potentially enhance the platform's overall utility and offer users valuable insights. It might be worth considering as a future addition to further elevate the user experience Review Source VR Verified Reviewer CEO Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Awesome platform, great service!" June 21, 2018 5.0 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. Review Source VR Verified Reviewer Website Developer, Graphic Artist & Social Media Manager Information Technology and Services Used the software for: 2+ years ### "Longtime User" November 24, 2018 5.0 Excellent support system, Kayako assists us with providing great online help desk support via ticket logs and live chat to our clients. Pros I like how effective Kayako's support team is. They reply in a timely manner to help fix the issues at hand. I also enjoy how easy it is to use, and allows for employees to stay on top of logged faults, tasks and other items within the system while providing detailed updates to keep the customers in the loop. Kayako has been our main helpdesk software for the past 7 years. Cons There is not too much I don't like about Kayako, I believe their live chat incorporation to websites could use some work. It would also be perfect if they can link it to CRM as we currently have to use these separately. Review Source Rodrigo C. Senior Technical Support Engineer Computer Software Used the software for: 2+ years ### "Support system missing a CRM " June 14, 2018 5.0 We had Zendesk before but Kayako is a really serious support ticket system I wish the price were better 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 Review Source Alex D. Director and Mentor Professional Training & Coaching Used the software for: 2+ years ### "Just in english" January 31, 2017 1.0 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) Review Source Arkadip K. Software Trainee Computer Software Used the software for: 6-12 months ### "Great Facts of Kayako" November 26, 2022 5.0 The overall comprehensive experience is excellent with Kayako Pros The Database management and queue management is the thing I lile best about this software. Cons The data security will need an improvemnt here. Review Source Daniel T. Head Of Innovation Used the software for: 2+ years ### "We've used Kayako for years and it's been great!" November 7, 2017 5.0 Great product. Great Support. 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 :) Review Source Domenico T. Software Engineer Used the software for: 6-12 months ### "Flexible and focused, built around fresh concepts and technologies." June 22, 2018 4.0 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. 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. Review Source Stephanie M. Account Manager Used the software for: 2+ years ### "It's a mediocre software that isn't very user friendly. " June 19, 2018 3.0 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. Review Source ES Edward S. Partner Computer & Network Security Used the software for: 2+ years ### "Kayako Fusion" June 9, 2022 4.0 Pros Email queue functionality and the user interface. Cons It does not have much capability in reporting functionality. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Email functionality. Review Source MD Mike D. Customer service rep. Used the software for: 2+ years ### "It's great, but we like to be as efficient as possible, which means tabbing through everything." June 14, 2018 5.0 Easy access to the emails we want, especially from Amazon. Pros The look and feel. the customization options and custom insights. Filtering and suspending messages options. Ability to send all the messages we want to our inbox and not the ones we don't want. Cons Can't tab through and select "type, priority" etc. quickly without clicking (you could in the old Kayako). Can't forward or CC a message easily. Images and attachments not perfect. A little slow. I also can't figure out how to remove the "message sent from Kayako" signature. This should not be required since we pay for the product and it can be embarrassing when we're trying to send professional emails, so we opt out and use Outlook for those. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.