Kayako software


130 reviews(4.0/5)
130 reviews(4.0/5)

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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Web browser (OS agnostic) , Windows 2000 , Windows 8

130 Reviews of Kayako

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  • Emmanuel M from Nivacity (PTY) Ltd

    Number of employees: 11-50 employees

    September 2018

    Reasonable help desk software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    September 2018

    Good system for small companies

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

    Good value for money, sufficient features, friendly support.

    Cons

    Reliability issues, not enough access to settings.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Yashasvi from nagarro

    Number of employees: 1,001-5,000 employees

    September 2018

    A good customer support portal but more features needed

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    The best ticket management platform I've seen

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Good choice although there are some problems.

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Andres from atiko7

    Specialty: Software / IT

    Number of employees: 2-10 employees

    August 2018

    Great partner for customer support

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Roy from Imaginet

    Number of employees: 51-200 employees

    August 2018

    After comparing helpdesk solutions, Kayko was the one for us

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Madhur from Nagarro

    Number of employees: 1,001-5,000 employees

    August 2018

    A simple help-desk service tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Amit from Nactus India Services Pvt. Ltd.

    Number of employees: 2-10 employees

    August 2018

    Good software for Support Desk purpose

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Justina from AUO

    July 2018

    Customer support across multiple channels.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Easy to use but lacks new age quality

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mary from Silk

    July 2018

    I use Kayako everyday for work and it's very user friendly!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Recent price changes made it too expensive for us

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.

    Pros

    Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

    Cons

    Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent.
    We could never get the knowledgebase to work the way we wanted.
    Sometimes it is not clear who is getting copied on any specific ticket reply.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Joe from CASE

    Number of employees: 51-200 employees

    June 2018

    Kayako has changed our member experience because now members have one central platform for support.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    great customer service

    Pros

    The way you can have email flow into Kayako and form request in one system.
    The macros which allow quick answers to everyday request.
    The tech support is great and always have a solution

    Cons

    To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Selorm from SpearHead Networks

    Number of employees: 11-50 employees

    June 2018

    It been an exciting experience and has improve customer engagement tremendously

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It really improved our engagements with our customer, prospects and visitors who visit our webpage on daily basics as well as seeking support and customer services.

    Pros

    It's ease of use, especially with tickets creation and handling as well as tracking tickets, color categorization for easy identification of customers and prospect based.

    Cons

    Sending attachments to customers most at times does not really go through, sometimes it has to be sent 3 or 4 times before client confirm receipt of the file

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    June 2018

    Very good experience

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

    Value for money, we've been using Kayako for years now and it works perfect with high volume of mails.

    Cons

    Keeping the software up to date, it takes us time to upgrade and go offline for a few moments. But that's also on us, cause we host it ourselves.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Olav from MarkLogic

    Number of employees: 501-1,000 employees

    June 2018

    it works but required a lot of enhancements to make it work proper for us

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment. Btw. Industry selection is missing Enterprise software or similar.

    Pros

    As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

    Cons

    In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
    All of this has recently discussed with our new Kayako contacts.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    This platform saved me precious time.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Better customer relationships.

    Pros

    Easy to use, convenient, productive, team-collaborative, fast, organized, and dependable. Better than just using email and guesswork. Tracking and delegation improves customer service.

    Cons

    Menus need to be improved a bit more to become more intuitive and beginner friendly. Your customer support needs some more improvement. But overall an A.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Timo from M-Files

    June 2018

    Not very confident with the product development. Features not perfect, same bugs might reappear.

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

    UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

    Cons

    SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mike from MoissaniteCo.com

    June 2018

    Overall connecting the email and chat seamlessly is genius and extremely helpful.

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

    What I described above (being able to both chat and email customers in the same platform). What I described above (being able to both chat and email customers in the same platform).

    Cons

    Major flaw is that it still is dropping emails (in other words, some customer replies make it to our gmail account, but never appear in the Kayako queue). This is a MAJOR flaw. Nothing is worse than a customer feeling ignored, and that is what happens (albeit not on purpose). If you would like to contact me, I can show you examples in the near past where this has happened.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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