# Page 7 | Kayako Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Kayako ## Showing most helpful reviews Showing 151-175 of 176 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use HT Hamzah T. Marketing Manager Information Technology and Services Used the software for: 6-12 months ### "null" November 23, 2018 5.0 Review Source Matthieu V. Business IT Services Internet Used the software for: 6-12 months ### "null" May 12, 2016 4.0 Review Source IK Ivan K. IT Manager Used the software for: 2+ years ### "Non existent customer service" June 24, 2018 3.0 Pros The Kayako case help desk which was superseded was a good platform. The companies direct has killed its reputation. Cons Non-existent customer service. For a help desk software vendor that purports to pride itself on its customer service, I find it a joke. Review Source MN Madde N. Underwriter Insurance Used the software for: 6-12 months ### "Great Starter Product " March 16, 2021 4.0 Pros This product was great for our starter company. I loved the ease of communicating with clients and the messages were all in the same place. It worked for our company in the early stages. Cons I wished that there was a sounds when you received incoming messages or chats. It was hard to keep up with who was chatting if you had another window open. Review Source Punit A. Data Scientist Used the software for: Less than 6 months ### "Seamless experience! Brilliant!" June 18, 2018 5.0 Pros Easy to use, excellent UX, and seamless customer service. Brilliant, absolutely! I have been using this, and have recommended it to my friends/ network as well. Cons Nothing, really! Just keep at the good work you guys have been doing and your rise will be unstoppable. Review Source VR Verified Reviewer Human Resources Business Partner Financial Services Used the software for: 6-12 months ### "Got up and running fast" March 16, 2018 4.0 Pros I really liked the two-way outlook integration and the conversational feel of the tickets. Everything was very easy to configure. Cons I am not a big fan of the knowledge bank. I don't really like the way it looks and it is difficult to configure and customize. Review Source NA Nefertiti A. social media evaluator Online Media Used the software for: 2+ years ### "i use it at work " September 30, 2019 5.0 It is a very helpful software to submit help desk tickets and keep track of them. Pros I use the Kayako software to submit customer service tickets in my work. I can also see the status of each tickets so it is helpful to keep track. Cons I've had no cons with Kayako so far and I've been using it for almost 4 years. It's worked for me and my company so far. Review Source Emmanuel M M. Technical Support Information Technology and Services Used the software for: I used a free trial ### "Reasonable help desk software " September 14, 2018 4.0 Pros The livechat and helpdesk combination makes this software stand out the most. and sligthly cheaper than livechatinc. The interface is pretty neat too Cons For the price, they are cheaper better livechat software out there but the support is outstanding. 5 stars for that. Review Source AJ Andres J. CEO Computer Software Used the software for: 2+ years ### "Great partner for customer support " August 22, 2018 4.0 Pros Very complete tool for customer support. Having tickets, knowledge base, assistants, escalation rules, custom templates and chats are very easy to setup. Cons Pricing could turn high with a big team of agents. If you need custom development or training you must hire third party companies. Review Source RJ Randall J. Medical Practice Used the software for: 2+ years ### "Excellent customer service solution that you can install locally" February 20, 2015 4.0 Pros I like the excellent support, UI, extensibility, and ability to install locally. Cons I think its written in PHP which is not extremely popular with our technical team. Review Source KF Katherine F. Helpdesk support Logistics and Supply Chain Used the software for: Less than 6 months ### "Kayako ticketing system user" April 5, 2019 3.0 kayako is easy to use but less automated function for the user. Pros kayako is user friendly. easy to locate and search tickets. the filter is nice and easy to use, if example you would like to filter tickets handled by this particular user, you will just click the name of the user and it will show all the user's tickets. Cons kayako will not close the ticket automatically even if the recipient of the ticket did not respond to the ticket for few days. You have to manually close the ticket but before closing, you have to follow up with the recipient if we can close the ticket which can trigger the recipient to come up with another issue. Review Source MC Mary C. CSR Used the software for: Less than 6 months ### "I use Kayako everyday for work and it's very user friendly!" July 3, 2018 4.0 I like having a huge running log of customer interactions so we know what our trends are. We usually use this to build our website's FAQ. Pros I like the "other conversations" function where I can see our previous conversations with customers. It really helps me prepare to handle whatever they may throw at me! Cons I wish that it was easier to find tags, like maybe a separate search field for tags? I think it would be easier to sort conversations this way. Review Source DO Delia O. Customer Service Executive Banking Used the software for: Less than 6 months ### "Gets a while before I get used to the upgraded version. I was very familiar with the older version. " June 19, 2018 4.0 Pros As administrator, we can have a full view of all the tickets that are being assigned and we can write on the Notes to our team without the customer knowing what we were discussing with the issues raised by customers. That is great! Cons People will tend to raise email as issues instead of using the Kayako though I noticed. This new upgraded version allows email or Kayako tickets raised. Review Source MM Mohamed M. Assistant Manager - Call Center Platform Operation Telecommunications Used the software for: Less than 6 months ### "Splendid performance I've seen once we integrated kayako software with our platform." April 21, 2018 4.0 Visiting customers to our website can be seen once this implemented. Pros One click integration, easy to use, friendly UI, one interface to most of the platform such as (Facebook, Twitter) Cons Need bit improvement from latest technologies such Artificial Intelligence. If world changing customer experience CHATBOTS can be integrated with the package will be one of the best products in the market for sure. Review Source DC Daniel C. Sales Development Representative Used the software for: ### "Such a cool way to interact with your visitors!" June 1, 2018 5.0 Pros I love how easy it is to use and the ability it gives you to manage your visitors and make sure you don't miss them! Also being able to manage all your channels is awesome! Cons I would say the only thing is that you have to have resources on your end to really use this to it's full potential! Review Source JS Jake S. Used the software for: ### "Horrible Product" April 29, 2016 1.0 As far as Pros go...I have zero to give. We tested this system as we were refereed to them from a partner of ours who apparently loves it. I still can't figure out why. It is easy for a customer to create a ticket, but as far as the backend goes, it is very outdated and to make one change, it has to be done in several locations within the system. Very time consuming. The tried to get us to come back by offering us a discount, but a discount isn't what I wanted. I just want a system that works. This one, well it doesn't. Review Source MB Monique B. customer service representative Used the software for: Less than 6 months ### "Amazing!" April 21, 2018 4.0 Pros Kayako gives a lot of powerful information based on what you need, most especially in handling customer service Cons They normally reply through email, and a value for money is also a deal most especially when you gather information that can help in work, anyways overall it was a good software providing all information that you need and it's friendly webpage Review Source VR Verified Reviewer CEO & Founder Used the software for: Less than 6 months ### "Good product maybe not intuitive for end users" June 19, 2018 5.0 Better Customer support for your visitors. Pros You can do a lot of things literally and it is perfect for small and medium teams. I like also the email notification setting: i could get track of people contacting us easily. Cons The fact that it seems not so intuitive for end users because little of them have used this live chat. Review Source TS Tonia S. CRM Computer Software Used the software for: Less than 6 months ### "Kayako Review" November 8, 2016 4.0 The Program looks very user friendly and easy to use. We are currently using an older version of the system, it's exciting to see that the latest version has all the bells and whistles their competitors have. Cons The community forum is very basic. Review Source LMR Luis Miguel R. Software Engineer Computer Software Used the software for: Less than 6 months ### "Effortless customer service app" January 3, 2020 5.0 Really great tool to improve professional communication! Pros \* Provides simple integration for several support platform in a single software solution. \* Easy to organize emails into folders. Cons \* Doesn't have enough color customization, it offers a great UI but doesn't have enough color/fonts customization. \* More tutorials and documentation would be really good. Review Source PM Paul McIntyre Used the software for: ### "Don't underestimate - Kayako is a hardcore helpdesk and live chat solution" January 28, 2013 5.0 Unlike many other options out there, we've found Kayako to deliver 'hardcore' functionality when needed. None of the other apps recommended here provide such rich functionality within each channel, for example 'Kayako Desktop' is a free, native Kayako desktop app for agents to monitor website users and chat to them, take calls e.t.c. This is in addition to or as a compliment of the web-based interface. I can't see how my team would be managing multiple chats with customers without it. Review Source JFH Jorge F. Hernandez Used the software for: ### "Best Helpdesk software ever." February 12, 2014 5.0 1\. Easy to install/maintain 2. Easy to use 3. Customers love it Simply the best Helpdesk Software you can get, I recommend it to all my colleagues who ask me for one. Pros Amazing front end, compatible with any kind of web server, LAMP, WAMP, WIMP, as long as you have PHP and MySQL, you are all set, no need of secondary Java Application Server. Cons None so far. Review Source P Premdeep Used the software for: ### "The review does not present Kayako" January 22, 2013 5.0 I have used this and I am surprised that the review at your website is so much biased. If you look at Kayako Forums, it ha support for all languages, they have the mobile apps, the interface which can be changed easily (I have done mine) and most important : they have download license. I have my data with me. The support has improved alot over the years. Review Source TO Tony O. Network Administrator III Used the software for: ### "Klunky, Cumbersome Interface" May 3, 2015 2.0 Creating tickets is crude. Very difficult to follow. Although creating a ticket if you are an end-user seems simple enough, managing the details of a ticket, its status, searching for it if you don't know the ticket number, creation of custom detail screens, etc., is horrible. Review Source WWD Wapplics Web D. Used the software for: ### "null" September 27, 2018 5.0 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.