# Kayako Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Kayako Software - reviews, pricing plans, popular comparisons to other Customer Support products and more. Source: https://www.capterra.com/p/80775/Kayako --- # Kayako Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 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)[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/) Overall rating Based on 174 user reviews Reviews sentiment Positive 77% Neutral 14% Negative 9% Contact vendor for pricing Free trial available 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 (174) VS. [4.4 (18,766)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting Price Contact vendor Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.9 (167) Ease Of Use 4.0 (18,101) Value For Money 3.8 (144) Value For Money 4.0 (12,790) Customer Service 3.9 (148) Customer Service 4.1 (14,022) ## Kayako alternatives [4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month [4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/) Starting price $25.00 Per User, Per Month Highest Rated [4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month [4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month [View all alternatives](https://www.capterra.com/p/80775/Kayako/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Knowledge Base Management 3.8 (10) 40.00% of 10 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 3.3 (9) 44.44% of 9 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Support Ticket Management 4.5 (8) 75.00% of 8 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests 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 Customer Database 4.3 (7) 57.14% of 7 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Email Management 4.0 (7) 57.14% of 7 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Kayako 71 features Define levels of authorization for access to specific files or systems Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Track, manage and store the applications of potential future members, customers or candidates Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Tickets are automatically assigned to specific agents based on predefined rules Create and automatically send premade copy in response to customer messages Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Monitor service demand and performance to plan for adequate resources that meet business needs Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system Provides a channel for team members to share media files, communicate, and work together Manage and track all internal and external communication conducted via calls, email, text, or chat Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Track, store, and access client contracts or licenses Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Assembly of graphs and charts for visualizing and tracking statistics/metrics Graphical representation of data Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Predefined actions automatically performed on the occurance of specific events Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Managing service requests, incidents, IT issues & support with a ticketing system Manage and track all disruptions and incidents Track interaction history by documenting conversations for contacts Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ability to chat online in real time Access software remotely via mobile devices Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Form to collect visitor contact information when live chat isn't available A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Plan and coordinate all the resources, costs and time needed to execute assignments Monitor wait time and abandonment for incoming requests that have not been routed Engage in direct, instant messaging with customers, users, etc. Engage in direct, instant messaging with consumers Receive data and information in real time Active monitoring of systems, applications, or networks Set an issue to repeat Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Set & manage permission levels based on user roles and restrict access to only authorized individuals Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Set and monitor service level agreements to ensure timely response and resolution Allow users to access multiple services after entering their login credentials once Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Allow customers/users to submit support queries and service requests Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Seamlessly integrates with 3rd party websites 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 (163) 3.8 Based on 163 reviews ## Pricing Value for money 3.8 (144) ### Starting price Contact vendor for pricing Free trial available [View all Pricing Plans](https://www.capterra.com/p/80775/Kayako/pricing/) Value for money 3.8 (144) 3.8 Based on 144 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 Business](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 (148) 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 (148) 3.9 Based on 148 reviews ## User reviews Overall rating 4.0 Based on 174 reviews Filter by rating 5(65) 4(69) 3(25) 2(5) 1(10) Mentioned topic Sorted by most recent 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. CD Claudia d. Business analyst Program Development ### "La gestione su misura per le segnalazioni" 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 9/10 November 17, 2023 L’esperienza in generale è molto positiva, lo trovo uno strumento facile e le Dashboard aiutano ad avere subito un quadro generale al momento dell’accesso. I tag riescono a raffinare ancor di più il quadro già ben delineato tramite le sopracitate Dashboard Pros In relazione alla gestione e monitoraggio dell’help desk, kayako fornisce tanti strumenti operativi validi per garantire una più snella e gestita l’operatività dell’utente. La funzione che più mi agevola è quella delle query di estrazione schedulate con invio di un report sulla mail, il che permette di tenere sotto controllo l’andamento dei ticket ed agevola la realizzazione di reportistiche da fornire agli interessati Cons Non poter aggiungere un destinatario in To nella mail da cui proviene il ticket non permette il corretto indirizzamento della problematica, bisogna necessariamente inserire l’interessato in cc 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. JV Josh V. Systems administrator Design ### "Don't bother" 2.0 Overall Rating 2.0 2.0 Ease of Use 2.0 2.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 October 31, 2023 I will never go back. They are massively overpriced. Renewals are fraught with misleading comments and empty promises. Billing is often problematic. There are also core functions missing from their cloud product. Pros We were long time Kayako users. In the past, support was responsive. For the classic version, ticketing functions were functional. Cons Unfortunately, they were bought out by another company and have gone downhill. Support is often unable to assist with issues. Billing is frequently incorrect. The parent company is trying to move functions out of 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. [View all Reviews](https://www.capterra.com/p/80775/Kayako/reviews/) Popular comparisons [Salesforce Sales Cloud vs Kayako](https://www.capterra.com/compare/61368-80775/Salesforce-vs-Kayako)[Zendesk Suite vs Kayako](https://www.capterra.com/compare/80775-164283/Kayako-vs-Zendesk)[LiveChat vs Kayako](https://www.capterra.com/compare/62194-80775/LiveChat-vs-Kayako)[LiveAgent vs Kayako](https://www.capterra.com/compare/80775-102188/Kayako-vs-LiveAgent)[Freshdesk vs Kayako](https://www.capterra.com/compare/80775-124981/Kayako-vs-Freshdesk)[Tidio vs Kayako](https://www.capterra.com/compare/80775-144040/Kayako-vs-Tidio-Chat)[Milvus vs Kayako](https://www.capterra.com/compare/80775-202528/Kayako-vs-Milvus)[Intercom vs Kayako](https://www.capterra.com/compare/80775-134347/Kayako-vs-Intercom)[Zoho Desk vs Kayako](https://www.capterra.com/compare/80775-169505/Kayako-vs-Zoho-Desk)[HelpDesk vs Kayako](https://www.capterra.com/compare/80775-185973/Kayako-vs-HelpDesk) [Salesforce Service Cloud vs Kayako](https://www.capterra.com/compare/80775-136189/Kayako-vs-Salesforce)[Zoho Assist vs Kayako](https://www.capterra.com/compare/80775-112011/Kayako-vs-Zoho-Assist)[Dynamics 365 vs Kayako](https://www.capterra.com/compare/80775-157279/Kayako-vs-Dynamics-365)[Bitrix24 vs Kayako](https://www.capterra.com/compare/80775-113540/Kayako-vs-Bitrix24)[Superchat vs Kayako](https://www.capterra.com/compare/80775-210968/Kayako-vs-Superchat)[Yonyx vs Kayako](https://www.capterra.com/compare/80775-130406/Kayako-vs-AGI-Self-Service)[Supportbench vs Kayako](https://www.capterra.com/compare/80775-155934/Kayako-vs-Supportbench)[JIRA Service Management vs Kayako](https://www.capterra.com/compare/80775-227102/Kayako-vs-JIRA-Service-Management)[TeamSupport vs Kayako](https://www.capterra.com/compare/80775-87908/Kayako-vs-TeamSupport)[HubSpot Service Hub vs Kayako](https://www.capterra.com/compare/80775-182476/Kayako-vs-HubSpot-Service-Hub)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. 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