Kayako Software


 

Kayako is designed to be a unified customer support platform, bringing various support channels such as email, live chat and phone all together in a fully integrated system. This integration solves many of the challenges of multi-channel customer support, allowing service departments to work more efficiently and provide better support.

Kayako includes a full-featured ticket management system, with options to prioritize tickets by a variety of factors. It can organize tickets by assigning descriptive tags or present them based on their current status or another variable. Agents and service managers can use Kayako’s macro function to create shortcuts for often repeated tasks and set up automatic notifications for specific situations.

Kayako is available in three tiers as a cloud-hosted service. The most basic provides ticketing and email management, while the top tier solution includes live chat and click-to-call functions. It is also available for on-premise installation.

 

Kayako - Home
 
  • Kayako - Home
    Home
  • Kayako - Manage tickets
    Manage tickets
  • Kayako - Support main
    Support main
  • Kayako - Inbox
    Inbox
  • Kayako - Mobile
    Mobile
  • Kayako - My tickets
    My tickets
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

18 Reviews of Kayako

 
Software Advice Reviews (7)
More Reviews (11)

Showing 1-7 of 7

from Orbis Communications
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

Kayako Review

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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.

 
 

from ResDAC
Specialty: Education
Number of employees: 11-50 employees Employees number: 11-50 employees

Kayako On-Premise

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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.

 
 

from Nowclosings.com
Specialty: Real Estate

Very clean and very user-friendly.

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Likes Best

For me personally, the option to color code different categories separately helps my day run smoothly due to its organizational capabilities.

Likes Least

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.

Recommendations

It's a very easy system to pick up and transition teams over too. When dealing with large files, you will need to keep your host email address open as a backup. Other than that, it's very user-friendly.

 
 

from NOWclosings.com
Specialty: Real Estate

Kayako has without a doubt improved our customer service and efficiency.

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Likes Best

Before Kayako, we managed all of our "issue tickets" in a Gmail box that multiple people signed into. It was so hard to keep track of who handled what? Now, everything gets attention, and nothing slips through the cracks!

Also, whenever I do have a question, which is rare, the IT support team is always easy to work with.

Likes Least

The only thing that I dislike comes from the fact that we use the software as kind of a "work around" rather than a traditional Help Desk. So, some things require a couple more clicks than I'd prefer, but that's just being nit picky.

Recommendations

I would stack up Kayako against any competitors. It works great, and the per user pricing is very affordable.

 
 

from Shore Power Inc.
Specialty: Retail

A solid product with a lot of potential

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Likes Best

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.

Likes Least

They've substantially raised the pricing since we adopted the system (nearly 4x).

Recommendations

We are grandfathered in on the old pricing. The new pricing is still reasonable, but it may not make sense for all organizations.

 
 

from Northwestern
Specialty: Healthcare / Medicine

Excellent customer service solution that you can install locally

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Likes Best

I like the excellent support, UI, extensibility, and ability to install locally.

Likes Least

I think its written in PHP which is not extremely popular with our technical team.

Recommendations

Kick the tires on the cloud-based demo instance. Mock up your workflows, set up email queues, and try fielding some real tickets.

 
 

from GBM Solutions Ltd
Specialty: Software / IT

Saved us countless hours of support time and improved our service

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Likes Best

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.

Likes Least

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.

Recommendations

Make good use of the free trials. Get your department managers on board and ensure it works for everyone.

 
 
 
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