# Page 4 | Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Kayako ## Showing most helpful reviews Showing 76-100 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KJ Kamil J. Owner Leisure, Travel & Tourism Used the software for: 6-12 months ### "Another huge CRM with milions of option " December 4, 2018 3.0 One month of professional training with Kayako specialist and I'm sure it will be great! How have so many time for that? Pros I'm not sure what version of Kayako I was using, but it wasn't good experience. General I liked only how the solve the problem with lead funnel and how them easly add to your data base. Cons General for me it was old style CRM platform, huge with millions of options. Too many buttons, option, and not useful futures. General, I liked to check mostly of main options and the possibility of every software with I'm currently using, but this is was a type like, after 3 months still you use 10 buttons and you don't know nothing about rest. Review Source AK Ali K. IT Director Used the software for: 2+ years ### "I have used many Service desk systems but Kayako is the best of all " June 14, 2018 5.0 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 Review Source NN Nivas N. Business Catalyst Information Technology and Services Used the software for: 2+ years ### "Kayako service desk tool is one of the best service desk which am using since 2 years in current org" June 14, 2018 4.0 Meeting SLA's in service delivery MIS reports Email to incidence with unique identity number Tickets History 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 Review Source VR Verified Reviewer President - CloudSurfer Used the software for: 2+ years ### "very good experience" June 18, 2018 5.0 we use this in our daily support of about 700 users. 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 Review Source EC Ed C. Technology Support Supervisor Education Management Used the software for: 2+ years ### "Great product. Works well. Customer Support stinks." June 22, 2018 4.0 Just a very nice, easy to use helpdesk service. 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. Review Source JR Joshua R. Management Used the software for: 2+ years ### "The product is fine but the customer support is horrible which is ironic." June 19, 2018 3.0 We can handle our customer support issues. 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. Review Source SA Selorm A. Technical Executive Information Technology and Services Used the software for: 2+ years ### "It been an exciting experience and has improve customer engagement tremendously " June 26, 2018 4.0 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. 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 Review Source GL Gabrielle L. Dir. of Client XP Used the software for: 2+ years ### "Fairly robust support software at an "ok" price" April 24, 2018 4.0 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. Review Source VR Verified Reviewer Controller Consumer Goods Used the software for: 2+ years ### "Easy and Concise" June 13, 2018 5.0 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. Review Source rS ram S. IT manager Information Technology and Services Used the software for: 2+ years ### "Works for what we need" April 24, 2018 4.0 Our business runs on it 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. Review Source VR Verified Reviewer IT Technician Higher Education Used the software for: 1-2 years ### "Fairly good help-desk system" December 19, 2018 4.0 Pros It is fairly easy to navigate through this software and sort through tickets. The custom views that you can create allow you to be able to chose what information on the tickets will appear in your ticket queue. Also the built in knowledge base is a helpful tool. Cons My only complaint is that there is not a feature to enter and keep track of inventory like other help-desk systems. Review Source SF Shlomit F. project manager Computer Networking Used the software for: 2+ years ### "Overall very satisfied , we were able to implement our SLA policy " June 19, 2018 4.0 visibility on our customer support service, how many tickets are opened, what is the average time of handling, how many were escalated. etc. 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 Review Source VR Verified Reviewer Customer Support Manager Aviation & Aerospace Used the software for: 6-12 months ### "Good system for small companies" September 13, 2018 3.0 Pros Good value for money, sufficient features, friendly support. Cons Reliability issues, not enough access to settings. Review Source GJ Graham J. IT Support Specialist Used the software for: 2+ years ### "Features and functionality missing or not working" June 21, 2018 1.0 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. Review Source Vandana S. Senior Technology Associate Computer Software Used the software for: 1-2 years ### "A service desk system that meets expectations" May 3, 2019 3.0 Pros 1\. Service request tickets can be tracked easily. 2. It can easily integrate with Active directory. 3. We can customize it according to our needs. Cons 1\. The UI is not intuitive 2. Search feature is poorly designed and needs significant improvement. 3. I face issues in uploading attachments in tickets. Review Source Edward R. Gerente general Used the software for: 1-2 years ### "Excellent customer service" April 10, 2018 4.0 Easy to install and maintain, this is truly easy to use. Pros The embedded live chat looks great and very easy to use because visitors click the chat icon, start a chat, and are immediately prompted. Cons Sometimes attaching a file can be difficult, and receiving email attachments yet limit for sizes 10 Mb or lower. Review Source Brandon L. Co-Owner/Founder Used the software for: 2+ years ### "We have used kayako for years now. It's very valuable to our day-to-day operations. " June 22, 2018 5.0 Very easy to use. Helps us track hundreds of email tickets daily. 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. Review Source HT Hamzah T. IT Manager Used the software for: 2+ years ### "Great product for any company looking to up its customer service and support game" June 18, 2018 5.0 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. Review Source RP Roy P. Managed Services & Support Manager Computer Software Used the software for: 1-2 years ### "After comparing helpdesk solutions, Kayko was the one for us" August 21, 2018 4.0 Pros The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus. Cons There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting Review Source JC Johnny C. Merchant Risk Analyst Used the software for: 2+ years ### "I used Kayako every day for years. It was really easy to figure out how to use it." October 17, 2017 3.0 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 Review Source JJ Jack J. IT Recruiter Computer Software Used the software for: 1-2 years ### "Easy to buy and easy to use " November 23, 2018 5.0 Pros We have really liked Kayako's ability to provide context. Unlike other solutions out there, Kayako gives us a complete view of every interaction a customer or prospect has had with our business. This includes interactions with agents as well as software we have integrated on our site (for example paypal). If a payment fails we know of it before a user gets in touch. And when they do we're ready with a solution. The Customer journeys and conversations feature is fantastic. Really puts customer and prospect interaction history at my teams fingertips. Cons There are times my team is unavailable and during that time i feel a chatbot could really help direct users to resources. We are making do without it right now but i imagine such a feature would take things to the next level and make life easy for both our team and our customers. Review Source Mirele K. Gerente de sucesso do cliente Used the software for: Less than 6 months ### "Kayako is easy to use;I like the features and the price is reasonable. The Support is useful as well" June 19, 2018 4.0 Control of the conversations with my costumers, insights of what they need (What kind of doubts they have), a nice support that helps me with the configuration, a beautiful landpage for my articles. Pros The design is very nice, compared to other softwares; facility to make changes at the pages (the support helps a lot) and price. Cons Some features are not available yet (I have made some suggestions for the support team) and it doesn't have support in my language. Review Source JP Joe P. Technology Project Manager Education Management Used the software for: 2+ years ### "Kayako has changed our member experience because now members have one central platform for support." June 26, 2018 4.0 great customer service 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. Review Source hH henrik H. admin Used the software for: 2+ years ### "easy to use, flexible" April 18, 2018 4.0 overview of support tickets, staffmembers and ongoing tasks at customers 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 Review Source CA Christina A. Customer support Used the software for: 2+ years ### "easy to use, convenient and practical. How ever they could really work on their customer support. " June 15, 2018 4.0 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. 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.