# Page 5 | Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of Kayako ## Showing most helpful reviews Showing 101-125 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SR Sterling R. director Internet Used the software for: 2+ years ### "Stable and easy to use software" June 14, 2018 5.0 Able to easily support clients with questions. 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. Review Source SG Shaila G. Vp of operations Used the software for: 2+ years ### "Amazing" June 14, 2018 5.0 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. Review Source BZ Brandon Z. Web Designer Used the software for: Less than 6 months ### "My new favorite live-chat service" October 13, 2017 5.0 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) 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. Review Source FA Faith A. Associate Project Director Used the software for: 2+ years ### "Love the features of the product." April 23, 2018 3.0 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. Review Source Johann K. Customer Support Specialist Information Technology and Services Used the software for: I used a free trial ### "The review" August 22, 2019 4.0 Kayako's goal seems to be ambiguous, but with this UI, it's a long way to go. Pros It's easy to see that Kayako has put the focus to the customers. It's really easy to track your customers route to you and help them with all the background information. Cons The user interface looks just plain bad. Chat and knowledge base tools are also mediocre. None of the features can be considered exceptional. Review Source KS Kurtis S. Sr Account Executive Computer Software Used the software for: 2+ years ### "IT Admin instructed me use this, it works well" April 24, 2018 3.0 Able to track Sales and Support tickets easily! 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. Review Source VR Verified Reviewer Presales & Technical Support Manager Computer & Network Security Used the software for: 6-12 months ### "The best ticket management platform I've seen" August 30, 2018 5.0 Pros The best thing about it is that your users only deal with tickets and cases. They don't deal with the system, the system offers a way to communicate and track your customers in a simple way. It simply works and it helps our productivity a lot. Support is also very good. Cons Pricing could be a bit better, or a few alternative plans with less cost per user for limited features could also be a nice addition. Review Source RR Rick R. President CEO Used the software for: 2+ years ### "ALWAYS Works. When not working, fixed issue in 30 seconds. FANTASTIC Support" April 24, 2018 5.0 Reduced time answering questions during billing 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. Review Source EO Ernëst O. webmaster Used the software for: 2+ years ### "The new enhancements to speed up ticket viewing and responses is amazing!" April 20, 2018 5.0 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 Review Source SD Stephen D. Chief Software Architect Used the software for: 2+ years ### "excellent product and support. have been using for years and highly recommend" June 15, 2018 5.0 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 Review Source BB B. B. Digital Team Used the software for: 1-2 years ### "Kayako has been effective for our company. " June 15, 2018 4.0 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. Review Source DO Denise O. Admin Used the software for: 2+ years ### "Great Product" April 18, 2018 5.0 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. Review Source MC Mike C. Owner Used the software for: 6-12 months ### "Overall connecting the email and chat seamlessly is genius and extremely helpful. " June 25, 2018 4.0 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. Review Source gO gabe O. Director of Engineering Used the software for: 2+ years ### "It works well enough" June 14, 2018 3.0 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 Review Source JR Jorge R. Helpdesk Used the software for: 1-2 years ### "Powerful tool to use" June 19, 2018 4.0 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. Review Source mM mariano M. Tech Support and Administrator. Used the software for: 2+ years ### "Good Experience and good Support" June 14, 2018 5.0 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. Review Source MP Melissa P. Project Manager Used the software for: 2+ years ### "It has been a good experience except when it comes to renew licensing." June 18, 2018 4.0 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. Review Source Vincent Po B. Managing Director & Global Chief Marketing & Technology Officer Information Services Used the software for: 6-12 months ### "Good helpdesk tool until they stopped offering the free plan" March 27, 2019 4.0 Pros Very elegant and well-produced helpdesk app. I was in the middle of switching over to Kayako until they stopped offering the free plan, so had to scrap the migration. Cons No more free plan. I was using Freshdesk and liked Kayako better and was starting to migrate my own and clients over to Kayako until they scrapped the free plan, so stayed with Freshdesk. Review Source JS Jerry S. DOO Retail Used the software for: 2+ years ### "Looking for something better " June 24, 2016 1.0 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. Pros None Cons They have not kept up with their competitors Review Source CE Cairn E. Chairman Used the software for: 2+ years ### "Great support platform." June 13, 2018 5.0 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. Review Source CM Cynthia M. CRM&Marketing SAP Consultant Used the software for: 2+ years ### "It is a ticketing solution for small to mid-size businesses. " April 23, 2018 3.0 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. Review Source VR Verified Reviewer Director of Technical Support Used the software for: Less than 6 months ### "Pretty easy to use and simple. Makes completing tickets easy." April 20, 2018 4.0 Pros I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone. Cons It is hard to manage all the information you have when you are searching for things. This causes issues especially if there are tickets from the past you need to do research. Review Source NW Nathan W. Cloud Operations Manager Computer Software Used the software for: 1-2 years ### "We have Kayako classic cloud. Good for a basic support but overpriced and no plugins." June 14, 2018 4.0 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. Review Source VR Verified Reviewer Customer Service Representative Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "Very good platform" June 18, 2018 5.0 better customer support. Pros a very good alternative for zendesk, value for your money and they are offering a good customer service. Cons so far when using the platform I don't see any major cons, I used it for a couple of months with my old boss. Review Source HA Hisham A. IT Dept. Manager Architecture & Planning Used the software for: I used a free trial ### "Looks good but practically not an "out of the box" product" March 29, 2021 2.0 I'm trying out the software, the documentations does not cover all possible scenarios. it cannot be linked to the organization active directory. many features do not work as in the documentation. many bugs has no solution and their technical support takes weeks to respond. Pros creating tickets is Ok through interface or from email. Cons Deployment requires older versions of PHP and many PHP editing. running and maintain requires a software development background. it is more likely suitable for software development companies. 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