--- title: "Kayako Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Kayako Software - reviews, pricing plans, popular comparisons to other Customer Support products and more." source_url: "https://www.capterra.com/p/80775/Kayako/" page_type: "product" language: "en" --- # Kayako Software Review 2026: Features, Integrations, Pros & Cons Last updated on February 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Kayako ## What is Kayako? Kayako is an AI-enabled help desk platform that transforms customer service. It automates repetitive tasks, allowing agents to focus on complex issues. Kayako's intelligent learning capabilities improve response accuracy over time, handling a significant portion of repetitive inquiries. The platform offers a flexible ticketing system, a self-service knowledge base, and analytics to optimize support operations. It integrates easily with existing systems, enhancing efficiency without an overhaul. The user-friendly interface ensures a seamless experience, while security measures protect customer data. ## What is Kayako used for? [Customer Support](https://www.capterra.com/customer-support-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 176 user reviews Reviews sentiment Positive 77% Neutral 14% Negative 9% Contact vendor for pricing Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Kayako?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.aurea.com&name=Kayako) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Kayako 4.0 (176) VS. [4.4 (4,087)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price Contact vendor Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.9 (169) Ease Of Use 4.3 (1,767) Value For Money 3.8 (146) Value For Money 4.2 (1,517) Customer Service 3.9 (150) Customer Service 4.3 (1,536) ## Kayako alternatives [4.5 (3,466)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/102188/LiveAgent/) [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/144040/Tidio-Chat/) [Intercom](https://www.capterra.com/p/134347/Intercom/) [4.5 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/134347/Intercom/) [View all alternatives](https://www.capterra.com/p/80775/Kayako/alternatives/) ## FAQs about Kayako Overview ### What problems does Kayako solve? Kayako solves scattered customer support workflows by centralizing email, chat, and help desk tickets into one queue with clear assignment, SLA tracking, overdue alerts, notes, and ticket history. Support agents, help desk teams, supervisors, and IT service desks use it to reduce missed requests, duplicate work, and manual follow-ups. Answer based on 138 reviews Overview ### Which roles and teams benefit most from Kayako? Kayako is most used by customer support teams, IT administrators, and business leaders who need organized ticketing and faster issue resolution. Support specialists and call center managers rely on it to manage conversations, while IT teams track service requests and executives, owners, and account managers monitor customer experience and team responsiveness. Answer based on 164 reviews Overview ### What company size and industries is Kayako built for? Kayako is built for organizations of all sizes, but it is used mostly by small businesses at 81%, with computer software leading at 23%. Reviewer mix also shows adoption in information technology and services at 17%, followed by internet companies at 6%, with midsize businesses at 13% and enterprises at 6%. Answer based on 176 reviews Features and Usability ### What are the key features of Kayako? Kayako includes core help desk features like ticket management, shared inboxes, email and live chat, plus self-service tools such as a knowledge base and customer portal. Differentiating features include SLA management, automated routing and follow-ups, custom fields and views, reporting dashboards, and API-based integrations. Answer based on 84 reviews Integrations ### Which third-party tools and platforms does Kayako integrate with? Kayako integrates with TFS Manager for Dynamics CRM and connects natively to tools such as Dropbox, GitHub, Gmail, Google Calendar, Basecamp, Adobe Commerce, and BigCommerce. Its catalog lists over 50 integrations across CRM, ecommerce, communication, and productivity categories. Answer based on 28 reviews Getting Started and Support ### What training and onboarding options does Kayako offer? Kayako provides live online sessions, webinars, documentation, and videos to support team training. Live online sessions and webinars offer guided instruction, while documentation and videos provide written and visual reference materials for self-paced learning and feature review. Answer based on 8 reviews Getting Started and Support ### What customer support options does Kayako offer, and how do users rate the experience? Kayako offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live rep, and chat. Users often describe support as helpful, friendly, and quick to resolve tickets, but others report inconsistent response times, unclear support access, and unresolved technical issues, especially during migrations or more complex setup questions. Answer based on 84 reviews Email and chat ### How well does Kayako handle email and live chat support? Kayako centralizes email and live chat in one support workspace, which helps teams track conversations and respond faster. Customer service teams like ticket threading, chat widgets, macros, and visibility into active work, but some users report limits with email formatting, attachments, thread capture, and occasional message handling issues. Answer based on 43 reviews ## Features AI summary Based on 1,732 Customer Support reviews Capterra reviewers highlight these as the features buyers value most when choosing customer support software: - **Chat/Messaging** (**59%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**50%**) - **Call Center Management** (**50%**) Kayako supports **Chat/Messaging** and **Call Center Management**, giving support teams direct customer communication tools and a way to manage phone-based service workflows. However, it does not include **Real-Time Notifications**. Instead, it offers **Support Ticket Management** (**45%**) and **Live Chat** (**46%**), which help teams organize incoming issues and respond to customers through fast digital conversations, allowing teams to handle requests more efficiently and maintain consistent service across channels. Support Ticket Management 4.6 (10) 80.00% of 10 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Live Chat 4.8 (4) 75.00% of 4 reviewers that rated this feature as important or highly important Ability to chat online in real time Knowledge Base Management 3.8 (11) 45.45% of 11 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Reporting/Analytics 3.5 (11) 54.55% of 11 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Customer Database 4.4 (8) 62.50% of 8 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Ticket Management 3.9 (8) 75.00% of 8 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Kayako 71 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Application Management: Track, manage and store the applications of potential future members, customers or candidates - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Autoresponders: Create and automatically send premade copy in response to customer messages - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Visualization: Graphical representation of data - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Mobile Access: Access software remotely via mobile devices - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Offline Form: Form to collect visitor contact information when live chat isn't available - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-time Consumer-facing Chat: Engage in direct, instant messaging with consumers - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Recurring Issues: Set an issue to repeat - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Single Sign On: Allow users to access multiple services after entering their login credentials once - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Website Integration: Seamlessly integrates with 3rd party websites - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 3.8 (165) 3.8 Based on 165 reviews ## Pricing Value for money 3.8 (146) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/80775/Kayako/pricing/) ESSENTIAL Custom Quote Available It includes: - Advanced Ticketing System - Unlimited AI Suggested Responses - Knowledge Base Audit - Self-Learning Mode - Multiple Chatbots & Customer Channels - API Access - Integrations ENTERPRISE Custom Quote Available It includes: - Fully Autonomous Resolutions - Ticket Summaries - Audio File Transcriptions - Multilingual Content - Reporting - Customizable Branding Value for money 3.8 (146) 3.8 Based on 146 reviews ## Integrations [ Google Docs](https://www.capterra.com/p/160756/Google-Docs/)[ Google Drive](https://www.capterra.com/p/161425/Drive/)[ PayPal](https://www.capterra.com/p/207944/PayPal/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Trello](https://www.capterra.com/p/211559/Trello/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Mailchimp](https://www.capterra.com/p/110228/MailChimp/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.9 (150) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.9 (150) 3.9 Based on 150 reviews ## User reviews Overall rating 4.0 Based on 176 reviews Filter by rating 5(66) 4(70) 3(25) 2(5) 1(10) Mentioned topic Sorted by most recent DM David M. Admin Telecommunications ### "A KB that is actually helpful" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 April 21, 2026 Day to day, Kay handles the top of the funnel so cleanly that my team barely touches password resets, account questions, or the usual repetitive stuff any more. What surprised me was how much of it happens quietly in the background: ticket routing, KB drafting, first-pass resolutions. I check in on it rather than babysit it. The team now spends their time on the complex issues that actually need judgement, which is what I wanted a support tool to enable in the first place. A few months in, the thing I keep coming back to is that the product gets better every week without us doing anything. Pros The piece I didn't expect to love is the knowledge base that Kay (the AI agent built into Kayako) generates on its own. Any time a ticket gets kicked over to a human because Kay couldn't resolve it, Kay watches how the human handled it and drafts a KB article from that interaction. You approve or tweak the draft, publish it, and Kay handles that ticket type unassisted from then on. Nobody on my team sat down to write articles. Six weeks in we had around 30 new ones in our help centre that the system had effectively written for us, and our resolution rate kept inching up because every gap in Kay's knowledge was getting patched automatically. Cons Analytics is the weak spot. Two of my agents hit a wall trying to pull a fairly standard report and I ended up opening a support ticket just to get the steps. The data is all there, it's just buried under menus that aren't laid out intuitively. The reporting side of the product needs the same thoughtful UX work that the rest of it has had. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Kayako Ease of use and price. I used a trial for each of them and chose Kayako Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. UA Uba A. VP of Growth Marketing and Advertising ### "Kayako AI agent was a game-changer. Better than our human agents " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 15, 2026 Pros What made Kayako click for our team was the way the AI agent Kay gets introduced. Kay doesn't get switched on as an autonomous agent on day one. It drafts replies and puts them in front of your agents first. They read, adjust if needed, send. For about two weeks that's all it is, a drafting assistant. Then you start noticing the drafts need less and less adjustment. At some point your agents are just clicking send. That's when we started turning on autonomous handling, category by category. Billing questions first, account management second, the standard FAQ questions last. Three weeks or so before the team stopped hovering. Cons They don't really have any great options for voice. It wasn't a deal breaker, but it would have been nice. I had to use a workaround. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) ."Zendure cost too much and then they tried to charge us extra for activating the AI on top of it. And that, it felt like a bolt on. It didn't feel native. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. NM Natale M. Senior Field Technician Information Technology and Services ### "Kayako Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 5/10 May 22, 2025 It does some things very well and makes communications with clients centralized and viewable for everyone on the team, but some of the other features were quite buggy and inconsistent. Pros The ability to add notes to tickets (both client facing and privately) made it very easy to manage tasks between multiple users so things can be passed along. Cons The main interface is clunky, sometimes tickets are slow to load in and notifications were easy to miss. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CP Christie P. Director of Operations Retail ### "Kayako Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 12, 2025 Overall experience has been great, no complaints. Pros Automation of messaging with the customers. Cons Setting up the automations can be a bit difficult when you are first learning the program. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. TK Taylor K. Engineer Hospitality ### "Fast turn arounds with Kayako" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 February 22, 2025 Overall, my experience has been good. typically resolutions are provided quickly and adequately. Pros I like how quickly my issues have been resolved using this platform. Cons The interface can be quite cluttered creating a tricky navigation at times. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KA KENNETH A. Costumer Care Representative Building Materials ### "Review for KAYAKO, the best ticket management software." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 January 23, 2025 Its the best tickets management software so far because it gets the job done so effectively and efficiently that there is mostly little left for me to do. Pros Ability to see assigned tickets and the ones in your queue. They also have a simple and effective internal tickets management system. Cons The unusual price increases the and the inability to auto refresh. Switched from [WHMCS](https://www.capterra.com/p/130157/WHMCS/) Because a friend recommended kayako to be the among its kind. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KM Kilmer M. Senior Director of Advertising and eCommerce Financial Services ### "Perfect Customer Support Platform" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 24, 2024 Kayako has streamlined our customer service operations by providing a scalable and customizable solution. Task automation and organization have enabled our support agents to be more efficient, ultimately fostering customer loyalty and driving revenue growth. Pros Kayako streamlines customer interactions by centralizing all inquiries onto a single platform. This enables efficient organization and tracking, while facilitating multi-channel customer engagement. Cons I have no negative aspects to point out regarding this platform. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Ava H. Staff Software Engineer Computer Software ### "Simple Customer Support Management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 8, 2024 Kayako is helpful for managing customer support efficiently, but the interface could be more user-friendly. It’s great for solving issues but navigating it can sometimes be a challenge. Pros I was able to resolve a customer issue quickly by tracking their ticket and providing a solution, all in one platform. Cons When I tried to find a specific report, the cluttered interface made it hard to locate the feature. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SS Sneha S. Software engineer Chemicals ### "Elevating Customer Support" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 6, 2024 Pros It’s great to have all customer interactions in one place, making it easy to track and resolve issues, such as quickly finding past conversations to address a follow-up query. Cons I feel Kayako can be a bit overwhelming for new users. For example, navigating through all the features and setting up. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SA Simran A. Partner Relations Manager Internet ### "Good product for smaller teams " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 November 27, 2023 Pros I found Kayako to be an easy-to-use product. The user interface is intuitive, making it straightforward to manage customer inquiries. Overall, a positive experience Cons While my experience with Kayako has been generally positive, I must note that I did not extensively explore its analytical features (if any). As such, I'm unable to provide specific feedback on that aspect. However, incorporating robust analytical tools could potentially enhance the platform's overall utility and offer users valuable insights. It might be worth considering as a future addition to further elevate the user experience Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/80775/Kayako/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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