# Page 6 | Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of Kayako ## Showing most helpful reviews Showing 126-150 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use GS Gurpreet S. Desktop Engineer Information Technology and Services Used the software for: 1-2 years ### "great application for ticketing system, still some things can be added to make it more productive" June 19, 2018 4.0 manage tickets and departments. Pros It is very easy to use and real easy to manage user and staff. Very easy to create department and assign permissions to users. Cons Sometime its hard to find the last reply from user. feature like minimize old reply(responses) and just to see latest one would be useful. Review Source VR Verified Reviewer Co-Founder Wireless Used the software for: Less than 6 months ### "Very good all in one support solution" April 24, 2018 4.0 Was able to set up a knowledge base quickly and add chat widget to our software for users to have quick access to it. I also like the app and the way it streamlines our support communications. Pros Covers the complete client journey from prospect to client without having to purchase separate apps. Has plenty of integrations and I'm using Kayako with WHMCS as well. I like the ability to create different knowledge bases. Cons No real cons for me. The only aesthetic thing I don't like is the look of the chat widget. Looks alien and not as sleek as other platforms like Crisp, Drift and Intercom. Review Source GE Glenn E. Customer Success Manager Computer Software Used the software for: 6-12 months ### "it does what you want in an ok format" June 19, 2018 3.0 Pros Mobile access when needed, web based, built in helpdesk to carry all our articles for customers to review , online chat is useful. Cons Search, how contacts are added, you cannot see all call activity easily, feels like a collection of calls not a database. It would be nice to be able to search the helpdesk within a call and link to an article instantly with out building a macro. Review Source GS Gary Scaife Used the software for: ### "Robust and flexible helpdesk software" February 5, 2014 5.0 We started using Kayako back when it was still on version 3 ( current version is 4.64 ). At the time we had several issues keeping track of the workload our staff were under, and this resulted in very poor customer service. Kayako helped us to organise our staff, and start putting our resources where they were needed. The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s, but we also ensure that important customers are always dealt with asap. Pros The ticket management, from automated replies, SLA’s, canned responses, follow ups to detailed audit logs. Kayako is a huge product with so many features that it will undoubtedly be able to meet any requirements, even from the largest of companies. Cons There is no real con I can think of, the only issue we had was the time it took us to learn the software, it can do pretty much everything, but it takes time to learn where everything is configured from. ( The admin CP is full of options all over ) Review Source James M. Technical Support Manager Computer Software Used the software for: 1-2 years ### "null" February 1, 2016 5.0 Review Source Rachel J. Online Marketing Support Used the software for: Less than 6 months ### "Excellent!" June 19, 2018 5.0 Pros Great, super versatile software. Customer support is friendly and efficient - really impressed with how thorough they are at resolving questions, and open to suggestions Cons Nothing comes to mind immediately. I like that the software is very customisable and efficient. One minor support issue we had was with Kayako sending out a user registration email when hooked up to another platform via Zapier but support were very helpful in this Review Source VR Verified Reviewer Associate Program Lead Information Technology and Services Used the software for: 2+ years ### "Good for tickets, bad for chats" May 3, 2019 3.0 Pros \- Ticket interface is good with a good list of workflows. Cons \- Chat interface hangs and customers get lost trying to reach out to us. Review Source Don S. Co-Founder Wireless Used the software for: 6-12 months ### "Customer support app that gets the job done" February 7, 2019 4.0 Kayako is best for customer support but for an integrated sales -> support solution I found better ones. Pros You get a slick looking help desk. The chat widget shows the agents who are currently online, which is really beneficial. You can also set up SLAs and automated replies, which really help. Cons Not as feature rich (specifically for sales) as others I've tried but for customer support it works just fine. Wish the live chat button looked a little prettier. Review Source NB Nathaniel B. Retail Used the software for: 2+ years ### "A solid product with a lot of potential" February 23, 2015 4.5 Pros Self hosting is an option that a lot of vendors don't offer in this day in age. It allows for powerful integrations and customization (if you have the patience and know PHP). We are able to self-host it on the Rackspace cloud and have it integrated into a site with 15k/Daily Unique visitors without any issues. Cons They've substantially raised the pricing since we adopted the system (nearly 4x). Review Source WE William E. Owner Computer Networking Used the software for: 6-12 months ### "Proven but costly." June 14, 2018 4.0 Setup a good service desk with high customer satisfaction. Pros Easy to use, customer-friendly, customizable. Easy to setup and low-maintenance. Good balance between ease of use and developer tools. Cons Vague support policies, not clear where to contact and when support is available. Cost: too expensive for the offering, yet proven. Review Source AS Alex S. Real Estate Used the software for: 2+ years ### "Very clean and very user-friendly. " March 3, 2015 4.5 Pros For me personally, the option to color code different categories separately helps my day run smoothly due to its organizational capabilities. Cons There are times where attaching a file can be difficult. It will always send but sometimes may take 2-3 attempts. It's the same with receiving email attachments of certain sizes. It can be a bit limited when receiving emails over 10MB. Review Source KP Katherine P. Owner Apparel & Fashion Used the software for: 6-12 months ### "Very happy with our contract with Kayako" June 15, 2018 5.0 Pros We switched from Happyfox to Kayako and haven't looked back! The price is cheaper per month and the functionality is 10 times better. Cons Strangely enough, there's no easy way to put links in your form reply emails. Some of the more advanced programming stuff and automatization is hard to understand. Review Source OS Oggy S. Manager Banking Used the software for: 2+ years ### "Great software for new start-ups. Easy to use with many functionalities at your disposal." October 3, 2017 3.0 Provided ticketing system for customer support. Pros The software is intuitive and allows for many functions to be used in different settings. Great tracking capability and is fairly inexpensive compared to most competitors. Cons Reporting may require some coding skills which may result in contacting customer support for assistance. Weekly/Monthly reports lacks comprehensible user interface . Review Source CP Chris P. CEO Information Technology and Services Used the software for: 6-12 months ### "Fantastic and hassle free since day dot" June 14, 2018 5.0 Ease of use and a single place for all support to take place Pros Easy to use software that is pleasing on the eye. All members of the team have enjoyed the implementation of this process within our company. Cons I am yet to see a limitation within our current needs when using Kayako. Hopefully i havent spoken to soon.. Review Source YJ Yashasvi J. Senior Associate Computer Software Used the software for: 1-2 years ### "A good customer support portal but more features needed" September 2, 2018 4.0 Pros Kayako provides a service desk where we can raise issues and get them resolved. I have been using it for raising requests and issues in the organisation and it is quite simple to use. It maintains a history of all the requests. We can also follow up and re-open the requests. It well integrates with the corporate email too. Its very effective for day to day use. Cons There is live chat feature but it do not works. The user experience is also not satisfactory. Review Source Samir H. Webmaster Internet Used the software for: 1-2 years ### "Mostly pleasant, but i had a few issues with certain features" April 19, 2018 4.0 Pros I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen :) Cons I found the documentation really lacking particularly for the section about setting up conditional triggers. Review Source JH Josue H. Manager Information Technology and Services Used the software for: 6-12 months ### "is really good and easy to use" April 17, 2018 5.0 fast responses to our clients Pros user friendly and really easy to used and create tickets to respond to ticket and assign ticket between techs Cons the only issue I have is with the phone app it needs more work since they are some limitation on the app for the cellphone Review Source J JohnC\_UK Used the software for: ### "Fully featured helpdesk and live support system" February 5, 2014 5.0 We use Kayako mainly for ticket management within our organisation to support internal users, it was very important to use that our helpdesk software was able to link into our Active directory environment so we could link our users to the helpdesk. Kayako was able to do this using the loginshare functionality. Having used it now for over 6 months, we have found the software to be fully features with the ability to configure what should happen in any given circumstance. It has saved us countless support hours by helping us to manage and organise our support staff and internal resources. Pros Very robust ticket management, with automated responses, canned replies, knowledgebase, workflows, SLA management, advanced searching, filters and views, custom fields. Cons It is a little bit fiddly to get setup, as there is a wealth of options within the admin CP and its takes quite a lot of time to figure out where everything is. Review Source ND Nick D. Founder Consumer Services Used the software for: I used a free trial ### "Was decent, but now crappy" January 19, 2019 3.0 WAS a great company and choice, but now just garbage towards the right information that customers need compared to worrying about money. Pros The classic version had a mobile iOS and Android, now it's just Desktop only which sucks. The functions to handle support for both support hosting and other services. Cons The cost and the lack of really updated features such as being able to use PHP 7, mobile support more than a single ticket app. Review Source VR Verified Reviewer Business Landing Page Web Designer Used the software for: Less than 6 months ### "This platform saved me precious time. " June 25, 2018 4.0 Better customer relationships. Pros Easy to use, convenient, productive, team-collaborative, fast, organized, and dependable. Better than just using email and guesswork. Tracking and delegation improves customer service. Cons Menus need to be improved a bit more to become more intuitive and beginner friendly. Your customer support needs some more improvement. But overall an A. Review Source MD Marlon D. Manager Information Technology and Services Used the software for: I used a free trial ### "Virtually no support and rude employees" April 30, 2019 1.0 I started out very positive about Kayako, but when experienced their support team I got very disappointed. Their software is less complex than Zendesk for instance, but if features do not work, what's the point? Pros The interface and features combining email, chat, twitter and facebook. Unfortunately connecting to your Facebook page chat wasn't working and they did nothing to help me set this up. Cons Their support team. Very aggressive sales with lots of engagement to you. But if you have technical questions, they're not home. I had 2 major problems setting up my account, connect to my Facebook Page and receiving notifications via the mobile app. I never got them to work properly. At one point one guy stated that's because I'm still in Trial. Who say's that if I pay, it works? Even in trial mode such featues should work. Review Source AD Amy D. Customer Service Rep Used the software for: 1-2 years ### "Not very efficient but it does the job." June 14, 2018 3.0 I am able to do my job. Pros The look is simple. The macros are stored in a convenient spot. I like that the ticket/conversation history pops up when corresponding with a contact who has contacted us previously. Cons Unable to tab through different fields. Unable to remove certain ticket fields/types. The search function is not intuitive. Reports are lacking since updating to newer version. There are limitations in what we can customize. Review Source AB Adrienne B. Executive Advisor Primary/Secondary Education Used the software for: Less than 6 months ### "Kayako On-Premise" October 6, 2016 4.0 We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do. Review Source GM Gary M. Computer Software Used the software for: 2+ years ### "Saved us countless hours of support time and improved our service" February 19, 2015 5.0 Pros The extensive configuration really helped us ensure we met all our customer SLAs and ensured our staff gave out consistent help and advice to our customers. Cons I don't really have too many complaints. I guess I would like it if the pattern matching rules were a little easier to configure. Review Source CW Corey W. CEO Consumer Electronics Used the software for: 6-12 months ### "I appreciate the value and feature combination. And it keeps getting better." June 19, 2018 4.0 Pros What drew us in was that help desk and customer messaging were included together. This was important for us. The pricing was reasonable compared to other available options. Cons Not as intuitive to new users. Requires a bit of training to help my team understand how it works. Another area is that there are not many direct integrations available. Kayako utilizes Zapier for a lot of this, which is not ideal for our company. We'd rather have direct, tested integrations that do not require us to seek other service providers (and additions fees). 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