Kayako Software


 

Kayako is a cloud-based customer support platform that integrates various support channels such as email, live chat and phone calls. This integration helps users manage multi-channel customer support and assists with internal and customer-facing communication. 

Kayako allows users to track conversations across email, chat, social media and help center tickets. The chat tool enables users to start new conversations or pick up existing ones through the help center module or a user’s website and apps. The ticket management system can organize tickets using tags or prioritize them based on current status.

Agents and service managers can create shortcuts for repetitive tasks and set up automatic notifications for specific situations. Kayako can integrate with applications such as Salesforce, Slack, LinkedIn and Stripe, as well as social media channels like Facebook and Twitter. The collaborator feature allows any employee to access customer data.

 

Kayako - Unified cases
 
  • Kayako - Unified cases
    Unified cases
  • Kayako - Help center
    Help center
  • Kayako - Kayako messenger
    Kayako messenger
  • Kayako - Insights and reporting
    Insights and reporting
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

143 Reviews of Kayako

 

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Software Advice Reviews (11)
More Reviews (132)

Showing 1-11 of 11

Jack from ARG
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Easy to buy and easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We have really liked Kayako's ability to provide context. Unlike other solutions out there, Kayako gives us a complete view of every interaction a customer or prospect has had with our business. This includes interactions with agents as well as software we have integrated on our site (for example paypal). If a payment fails we know of it before a user gets in touch. And when they do we're ready with a solution. The Customer journeys and conversations feature is fantastic. Really puts customer and prospect interaction history at my teams fingertips.

Cons

There are times my team is unavailable and during that time i feel a chatbot could really help direct users to resources. We are making do without it right now but i imagine such a feature would take things to the next level and make life easy for both our team and our customers.

Review Source
 
 

Andres from atiko7
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Great partner for customer support

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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
 
 

Allison from Lazard
Specialty: Other
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Kayako is an advance in potential customers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have been able to establish better attention with potential clients within my company, in this way, it has had a better control and thus obtain better finances. Potential customers have been satisfied when we use Kayako because we serve them at any time of the day.

Pros

The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

Cons

I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

Review Source
 
 

Zane from Trustico Online Limited
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Excessive Charges For Existing Customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.

Pros

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Cons

Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.

Review Source
 
 

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

November 2016

November 2016

Kayako Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

October 2016

October 2016

Kayako On-Premise

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Alex from Nowclosings.com
Specialty: Real Estate

March 2015

March 2015

Very clean and very user-friendly.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Brandon from NOWclosings.com
Specialty: Real Estate

February 2015

February 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Nathaniel from Shore Power Inc.
Specialty: Retail

February 2015

February 2015

A solid product with a lot of potential

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Randall from Northwestern
Specialty: Healthcare / Medicine

February 2015

February 2015

Excellent customer service solution that you can install locally

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Gary from GBM Solutions Ltd
Specialty: Software / IT

February 2015

February 2015

Saved us countless hours of support time and improved our service

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 
 
Showing 1-20 of 132

Anita from Ekwa Marketing
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Best software for internal and external email communication

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Pros

Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Cons

Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

Review Source: Capterra
 

Kamil from For Hosts
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Another huge CRM with milions of option

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

One month of professional training with Kayako specialist and I'm sure it will be great! How have so many time for that?

Pros

I'm not sure what version of Kayako I was using, but it wasn't good experience. General I liked only how the solve the problem with lead funnel and how them easly add to your data base.

Cons

General for me it was old style CRM platform, huge with millions of options. Too many buttons, option, and not useful futures. General, I liked to check mostly of main options and the possibility of every software with I'm currently using, but this is was a type like, after 3 months still you use 10 buttons and you don't know nothing about rest.

Review Source: Capterra
 


November 2018

November 2018

Kayako Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall, Kayako works fairly well. I use it daily in my IT role to support our organizations users and to manage tickets.

Pros

Kayako is an efficient ticket management system and it's affordable.

Cons

Occasionally there will be issues when creating tickets or adding attachments and multiple attempts will need to be made.

Review Source: Capterra
 

Mark from Miva, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Powerful System, Steep Learning Curve

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Pros

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Cons

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

Review Source: Capterra
 


November 2018

November 2018

Longtime User

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Excellent support system, Kayako assists us with providing great online help desk support via ticket logs and live chat to our clients.

Pros

I like how effective Kayako's support team is. They reply in a timely manner to help fix the issues at hand. I also enjoy how easy it is to use, and allows for employees to stay on top of logged faults, tasks and other items within the system while providing detailed updates to keep the customers in the loop. Kayako has been our main helpdesk software for the past 7 years.

Cons

There is not too much I don't like about Kayako, I believe their live chat incorporation to websites could use some work. It would also be perfect if they can link it to CRM as we currently have to use these separately.

Review Source: Capterra
 

Alex from Grinnell College
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Used for live support and email ticketing.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It waws an all in one product that met our needs.

Cons

Was slow to offer product upgrades when we used the tool.

Review Source: Capterra
 

Amani from Ekwa Marketing
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Kayako - Can be better!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Pros

Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

Cons

There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Review Source: Capterra
 


October 2018

October 2018

Excellent Help Desk Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

1. Easy to install
2. Intuitive UI
3. Very responsive customer support

Cons

1. Tickets searching should be improved to make it faster and more efficient

Review Source: Capterra
 

Jon from 3form
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Kayako worked for us

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Pros

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Cons

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Review Source: Capterra
 

Bryan from Uncord Technologies
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Has great value with free live chat and knowledgebase

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

You can integrate your social media so that messages and tweets create tickets. Free live chat widget and customization knowledgebase. Also can create multiple knowledgebases.

Cons

Can't really create tickets internally. Everything is based on 'conversations' that come in.

Review Source: Capterra
 

Emmanuel M from Nivacity (PTY) Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Reasonable help desk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 


September 2018

September 2018

Good system for small companies

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Good value for money, sufficient features, friendly support.

Cons

Reliability issues, not enough access to settings.

Review Source: Capterra
 

Yashasvi from nagarro
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

A good customer support portal but more features needed

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 


August 2018

August 2018

The best ticket management platform I've seen

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The best thing about it is that your users only deal with tickets and cases. They don't deal with the system, the system offers a way to communicate and track your customers in a simple way. It simply works and it helps our productivity a lot. Support is also very good.

Cons

Pricing could be a bit better, or a few alternative plans with less cost per user for limited features could also be a nice addition.

Review Source: Capterra
 


August 2018

August 2018

Good choice although there are some problems.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.

Pros

1- Beautiful user interface.
2- It Supports all activities in a helpdesk process.
3-14 days free trial
4-Good localization, so you can add your own translations to (just) on-premise version

Cons

1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult.
2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately.
3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up.
4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system.
5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version

Review Source: Capterra
 

Roy from Imaginet
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

After comparing helpdesk solutions, Kayko was the one for us

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.

Cons

There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting

Review Source: Capterra
 

Madhur from Nagarro
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

A simple help-desk service tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Using Kayako for raising help-desk ticket is quite simple. Simply raise a ticket for the issues and you can track it for the updates. It also maintains a history of previously raised tickets.

Cons

The application does not work on mobiles devices well. Its responsiveness can be increased on mobile devices.

Review Source: Capterra
 

Amit from Nactus India Services Pvt. Ltd.
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Good software for Support Desk purpose

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.

Pros

Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

Cons

- This software legs on HTML email parsing side which can be improved.
- On pricing part, they are charging on higher side and they needs to be competitive.

Review Source: Capterra
 

Justina from AUO

July 2018

July 2018

Customer support across multiple channels.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Kayako enable our sales team keep track of tickets opened by our customers.We are able to save some of the most asked questions our customers commonly ask the sales team ; ensuring for every time these common questions are asked , it is just a matter of a few mouse click and they get a pre-saved response.
Integration is seamless ,and we currently integrate Kayako with Zapier and our social media platforms.Our integration with Kayako required no single line of code to get this done.
With social media integration , Kayako has enables us offer support to customers and also interact with them on the Facebook and Twitter platforms.Allow us turn leads into customers on social media.

Cons

Support with Kayako can be a bitter ,sweet experience. There have been times when support had been prompt and at other times ,it was a terribly poor experience. The Kayako support department need to be consistent with good ,prompt customer response.

Review Source: Capterra
 


July 2018

July 2018

Easy to use but lacks new age quality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Having complete control of the software including custom branding makes using Kayako a good software support system. Everything is very simple to use and new users can pick up the software very fast.

Cons

There are features that are confusing to a beginning user. It does not integrate with other software very easily if at all where other support systems do.

Review Source: Capterra