Kayako Software

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

Pros

The Kayako case help desk which was superseded was a good platform. The companies direct has killed its reputation.

Cons

Non-existent customer service. For a help desk software vendor that purports to pride itself on its customer service, I find it a joke.

Pros

Kayako has a modern fast interface that will guide you what queries you want to know , and the fast response from the server , also its mobile application .
Easy update the tickets , replay , attach files . Users and department managing is

Cons

I was fetching a query to make csv or excel report exported for the tickets opened during last year for example , I made copy and past for all pages ! . I wonder if there is a way to export the list of critical tickets for example other than the way I used .
Also , Manual Backup was removed from the tools .
The monthly fees is high related to the dollar increasing .

Very easy to use. Helps us track hundreds of email tickets daily.

Pros

It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.

Cons

I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.

Just a very nice, easy to use helpdesk service.

Pros

Layout is nice, many great features, customize-able, good price, very easy to use, very easy to set up and implement.

Cons

Customer services stinks. If anything goes technically wrong their tech support is outsourced. The workers work 9-5 so the only way to talk to them in the USA is by staying up until 2am. The tech support that you talk to during USA hours are fairly helpful with basic things but take a long time to get back to you.

Its good

Pros

It's really easy to understand and implement on any platform. There are a couple of features like Tagging a user(In case we need to highlight especially with critical cases) also the interface is really cool and clam its very simple to make a new user to understand the functions.

Cons

The user has to enter his name and email address to start the chat. In case the user enters a wrong email address or misses a word while entering the email address, it becomes difficult to get back to him. (Incase we dont reply on time)
What we can do is once the user starts chatting, he should get a confirmation email. In case the email is incorrect the user should be informed about the same.

All letters are answered.

Pros

-The possibility to see who is watching the ticket at the same time
- Notes
- Knowledbase
- fast Customer Service

Cons

- Reports have mistakes
- Customer Support assistance regarding one and the same report is different. Different answers.
- Very very slow while making a search and trying to find the ticket.
- the search is not working and no results even if it should be.
- while replying - no possibility to see notes
- automatically bring back to the unassigned
- No "Back" possibility while reading different pages of ticket.
- Always necessary to refresh before assign, because few people assign letters quite often.

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Pros

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

Cons

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

We set up our help-desk website and our support ticket system in no time.
Multiple channels support (email and in-app chat in our use case) and case merging feature helped us keeping our support backlog clean and readable.

Pros

I love it's UX design that feels modern and easy to use. The conversation metaphore is very powerful and automation macros system is really neat.

Cons

Software internationalization and available translations are poor.
Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet. More than a year has passed since then.
If you need to support multi-language for your users, check that required languages have full support.

Pros

- Standard support tracking software not trying to "re-invent" how support should run.
- Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point.
- Ability to offer Email / Chat / Social support which are well integrated
- KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom)
- Ready to go if you are looking for a simple support system with a single team / person / level of support.

Cons

- The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing.
- Live Chat messenger is limited in functionality
- We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company.
- Their support is passing the "buck" continuously and ends up closing issues which were not resolved.
- features are promised to be delivered with ETA and are either not delivered or half-baked
- full disclosure we are planning on migrating away within 3 months.