Kayako Software

Was decent, but now crappy

WAS a great company and choice, but now just garbage towards the right information that customers need compared to worrying about money.

Pros

The classic version had a mobile iOS and Android, now it's just Desktop only which sucks. The functions to handle support for both support hosting and other services.

Cons

The cost and the lack of really updated features such as being able to use PHP 7, mobile support more than a single ticket app.

A Fairly Good Alternative to ZenDesk

Pros

Kayako allows basic management of support cases, predefined responses, ticket categories, and other basic facets of customer support management software. Kayako competes with Zendesk, a much larger product with a larger adoption, but it holds up fairly well in a comparison with it's more prevalent rival. I've used both, and I've never been seriously limited in terms of handling a steady (or spiked and unpredictable) influx of customer support inquiries.

Cons

I can't point out anything inherently wrong with Kayako, but I'd question why someone would choose it over Zendesk, especially given the amount of service reps who are already intimately familiar with it's more popular competitor.

Fairly good help-desk system

Pros

It is fairly easy to navigate through this software and sort through tickets. The custom views that you can create allow you to be able to chose what information on the tickets will appear in your ticket queue. Also the built in knowledge base is a helpful tool.

Cons

My only complaint is that there is not a feature to enter and keep track of inventory like other help-desk systems.

Best software for internal and external email communication

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.

Another huge CRM with milions of option

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.

Kayako Review

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.

Powerful System, Steep Learning Curve

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.

Longtime User

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.

Easy to buy and easy to use

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.

Used for live support and email ticketing.

Pros

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

Cons

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

Kayako - Can be better!

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.

Excellent Help Desk Software

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

Kayako worked for us

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

Has great value with free live chat and knowledgebase

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.

Reasonable help desk software

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.

Good system for small companies

Pros

Good value for money, sufficient features, friendly support.

Cons

Reliability issues, not enough access to settings.

A good customer support portal but more features needed

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.

The best ticket management platform I've seen

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.

Good choice although there are some problems.

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

Great partner for customer support

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.