# Page 3 | Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Kayako ## Showing most helpful reviews Showing 51-75 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Meheza N. commercial agent Medical Devices Used the software for: 6-12 months ### "good but can do better" February 20, 2023 4.0 Pros I like using Kayako because you can configure your customer support system to your own environment, and it's very easy to use. Customers can connect to the in your own environment, or directly via social networks. Cons there is a lot of improvement to do, like the customer service, but it is a good tool Review Source Owen R. Web and Media Producer Higher Education Used the software for: 2+ years ### "Kayako has made our jobs far easier and our service users so much more satisfied." June 19, 2018 5.0 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. Review Source AY Almog Y. NOC Team Leader Used the software for: 2+ years ### "Great application, the only one with the "Follow up" feature." June 19, 2018 5.0 I don't get any benefits, It's just our ticketing system :) 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. Review Source VR Verified Reviewer CEO Computer Software Used the software for: 1-2 years ### "Zero new features in last 2 years. Deceptive billing. Avoid. " March 7, 2020 2.0 When we wanted to cancel and downgraded through their admin portal to smaller number number of users. They billed us for the OLD number of users (thousands of dollar) and then refused to reimburse us. Deceptive, bad business. DO NOT RECOMMEND. Pros Software is basic, has basic helpdesk. The basic helpdesk worked for us for some time, chat worked for us for some time, but literally did not keep up. Cons The software has not kept up with the rest of the market. Zero product innovation in the last 1-2 years. Review Source VR Verified Reviewer IT Technician Information Technology and Services Used the software for: 2+ years ### "Kayako Review" November 28, 2018 5.0 Overall, Kayako works fairly well. I use it daily in my IT role to support our organizations users and to manage tickets. Pros Kayako is an efficient ticket management system and it's affordable. Cons Occasionally there will be issues when creating tickets or adding attachments and multiple attempts will need to be made. Review Source VR Verified Reviewer System Engineer Banking Used the software for: 2+ years ### "Fairly robust software that will work for most organization" May 14, 2018 4.0 This has allowed us to track and monitor our incidents and support issues pretty easily and has streamlined some of our processes. 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. Review Source VR Verified Reviewer Managing Partner Financial Services Used the software for: 2+ years ### "Very good experience" June 26, 2018 4.0 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. Review Source Weston B. IT Systems Support Manager Used the software for: 2+ years ### "Easy to configure and use" April 17, 2018 5.0 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 Review Source VR Verified Reviewer Co-Founder Internet Used the software for: 2+ years ### "Great software for keep track of help desk inquiries" April 10, 2018 4.0 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. Review Source VR Verified Reviewer Software Support Specialist Used the software for: 1-2 years ### "Easy to use but lacks new age quality " July 3, 2018 4.0 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. Review Source Alex L. IT Support Tech Telecommunications Used the software for: 2+ years ### "We used Support Suite for tickewting emails and live chat" February 23, 2019 4.0 Pros At the time, this tool was the big guy in the industry. It was overall very easy to use, and the support chat function was a gamechanger for us. Cons Pay to upgrade was the old way of doing things. Review Source Radoslav B. Database Developer Computer Software Used the software for: 1-2 years ### "Kayako Review" August 4, 2019 5.0 I have been using it for support purposes of the software that I and my team were developing. It is cool and we organized our tickets very easily. Everything was organized by departments and everyone could see his or her own tickets. I think it is a cool tool for supporting purposes. Pros 1\. There is Live Chat - you can chat with your clients any time you want and keep in touch for any kind of problems they have. 2. You can easily manage your tickets. 3. You can organize your tickets to come to different departures. 4. You have a history log of all your tickets and communications on them. 5. The app is cool for its price. Cons For my purposes, I have no cons to say about this software. I feel good to use it and there were no problems for me. Review Source VR Verified Reviewer Product Management Intern Information Technology and Services Used the software for: 2+ years ### "Excellent Help Desk Software" October 22, 2018 5.0 Pros 1\. Easy to install 2. Intuitive UI 3. Very responsive customer support Cons 1\. Tickets searching should be improved to make it faster and more efficient Review Source AS Allison S. Marketing Executive Used the software for: 1-2 years ### "Kayako is an advance in potential customers." May 22, 2018 5.0 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. Review Source Ricardo M. Network Administrator Used the software for: 6-12 months ### "Customer support is great if you like chatting but for my preference, speaking to someone does it." June 19, 2018 4.0 All IT related issues are centralized in one place. 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 Review Source ZL Zane L. Director Computer Software Used the software for: 2+ years ### "Excessive Charges For Existing Customers" October 15, 2017 1.0 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. Review Source EN Eglė N. The Manager of Reservations Department Consumer Services Used the software for: 2+ years ### "Colleagues don't like, especially after using other programs, search is too slow or not working." June 22, 2018 3.0 All letters are answered. 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. Review Source KW Kevin W. System Admin Computer Software Used the software for: 2+ years ### "Can't Trust Kayako" April 21, 2019 1.0 Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self Hosted) and started pushing existing customers to pay for an annual support/upgrade renewal only later to jack up the prices the following year and disabling our perpetual license. Don't trust this company and their tactics. We purchased a perpetual license we can no longer access or use anymore. Pros Self Hosted Helpdesk Feature Rich Software Cons Kayako constantly changes their product offering without offering their customers much of a choice. Review Source MV Mario V. Customer Service Team Lead Used the software for: 2+ years ### "Compared to other helpdesk, this tool has become outdated and is not user friendly" June 20, 2018 2.0 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 Review Source jD josh D. Lead Used the software for: 6-12 months ### "Kyako has been a great business changer from our Previous Software" June 13, 2018 4.0 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. 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. Review Source WB Wayiel B. Team Leader Used the software for: 2+ years ### "We have been using kayako for 8+ years and it was a great experience for customer support portal ." June 23, 2018 5.0 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 . Review Source Pravin J. Founder Director Information Technology and Services Used the software for: 2+ years ### "null" May 4, 2017 1.0 Review Source Alex G. IT Services Leader Information Technology and Services Used the software for: 2+ years ### "null" June 5, 2017 5.0 Review Source EL Ernest L. CIO Used the software for: 2+ years ### "so far great. good response time. Love the new installed version of Kayako. It's so much faster!!" April 17, 2018 5.0 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. Review Source VR Verified Reviewer Customer Success Executive Internet Used the software for: 6-12 months ### "Kayako is a great platform, but needs to evolve on UI/UX and differentiate between chats & email" June 15, 2018 4.0 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 Review Source Similar Products Featured ## Related categories [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Support](https://www.capterra.com/customer-support-software/)[Customer Service](https://www.capterra.com/customer-service-software/) ## 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.