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.
Zane from Trustico Online Limited
Specialty: Software / IT
Employees number: 51-200 employees
October 2017
October 2017
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.
The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.
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.
Tonia from Orbis Communications
Specialty: Software / IT
Employees number: 11-50 employees
November 2016
November 2016
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.
The community forum is very basic.
Adrienne from ResDAC
Specialty: Education
Employees number: 11-50 employees
October 2016
October 2016
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
For me personally, the option to color code different categories separately helps my day run smoothly due to its organizational capabilities.
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.
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
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.
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.
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
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.
They've substantially raised the pricing since we adopted the system (nearly 4x).
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
I like the excellent support, UI, extensibility, and ability to install locally.
I think its written in PHP which is not extremely popular with our technical team.
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
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.
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.
Make good use of the free trials. Get your department managers on board and ensure it works for everyone.
Rick from Telco Automation Inc
Employees number: 2-10 employees
April 2018
April 2018
Reduced time answering questions during billing
Always available. Ease of use. Customization ability. Availability of support staff, Knows the product inside and out.
Only ONE feature, does not print the notes when using the PRINT functions. Cost to add another user a bit higher than expected.
Kurtis from Horizon DataSys
Employees number: 51-200 employees
April 2018
April 2018
Able to track Sales and Support tickets easily!
Easy to use
I can view customer info easily
I can leave detailed notes for my coworkers
The flag feature is helpful for different tags
A little unintuitive
Sometimes is a little slow
Crashes on occasion, and when it does other systems tend to fail too.
ram from Horizon Datasys
Employees number: 11-50 employees
April 2018
April 2018
Our business runs on it
Customizable gives a lots of a lot of options on how we want to set up the support page.
Decent support too.
Not easey to set up, it took us a long time and the assistance we got was somewhat lacking in instructions.
April 2018
April 2018
Was able to set up a knowledge base quickly and add chat widget to our software for users to have quick access to it. I also like the app and the way it streamlines our support communications.
Covers the complete client journey from prospect to client without having to purchase separate apps. Has plenty of integrations and I'm using Kayako with WHMCS as well. I like the ability to create different knowledge bases.
No real cons for me. The only aesthetic thing I don't like is the look of the chat widget. Looks alien and not as sleek as other platforms like Crisp, Drift and Intercom.
Gabrielle from VH
April 2018
April 2018
The older "classic" version is very customizable, but does require considerable technical aptitude.
The interface is a bit clunky and isn't very intuitive. You need need to know how to do basic html, css and even some js to get the client-facing side usable.
Faith from Research Data Assistance Center (ResDAC)
April 2018
April 2018
Ability to create custom fields to accommodate our business needs. Ability to create custom views. Ability to add private notes on a ticket, profile, and organization.
There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.
Cynthia from Swarovski
April 2018
April 2018
It is a pritty straight forward tool to use. Teaching it to others is also quite simple. Connecting it into inbox accounts is done through pop3, nevertheless it is also simple.
Performance issues when it comes to large tickets eg. 3MB text tickets, and also if you have eg. 3 million of tickets and you use the general search, then it searches through the 3 million tickets causing large performance issues in all the tool. Support is sometimes difficult as you have to describe every single issue per email. In the past it was easier to get support per chat.
Mohamed from Etisalat Lanka (Pvt) Ltd
Employees number: 501-1,000 employees
April 2018
April 2018
Visiting customers to our website can be seen once this implemented.
One click integration, easy to use, friendly UI, one interface to most of the platform such as (Facebook, Twitter)
Need bit improvement from latest technologies such Artificial Intelligence. If world changing customer experience CHATBOTS can be integrated with the package will be one of the best products in the market for sure.
Monique from Customer service organization
April 2018
April 2018
Kayako gives a lot of powerful information based on what you need, most especially in handling customer service
They normally reply through email, and a value for money is also a deal most especially when you gather information that can help in work, anyways overall it was a good software providing all information that you need and it's friendly webpage
Ernëst from Pixologic
April 2018
April 2018
The software appears like since the design has been made more minimal.
The speed of updates and changes to a ticket is fantastic
Upgrades are always a pain, but it seems it's optimized as best as can be possible.
Other than that, there really isn't much to complain about
April 2018
April 2018
I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.
It is hard to manage all the information you have when you are searching for things. This causes issues especially if there are tickets from the past you need to do research.
Samir from Zitorim
Employees number: 1 employee
April 2018
April 2018
I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen :)
I found the documentation really lacking particularly for the section about setting up conditional triggers.
Denise from PipeOne Communications
April 2018
April 2018
I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder.
In some cases the filter is limited in such a sense that "not equal" terms need to be used to create meangful filter structures.
henrik from tachodata
April 2018
April 2018
overview of support tickets, staffmembers and ongoing tasks at customers
installation On premiss.
lightning fast ticket handling for staff members and servicedesk.
Ticket handling / email integration works smooth and simple
missing bits and pieces in API and datamodel.
integration of the custom fields created on Ticket / timetrack/Billing
Ernest from Pixologic
April 2018
April 2018
the speed increase and the stability even though we have 100's of thousands of tickets.
I'm assuming you're using more AJAX to load content which helped to improve the speed.
I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service.
Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.
somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.
Josue from Summithosting
Employees number: 11-50 employees
April 2018
April 2018
fast responses to our clients
user friendly and really easy to used and create tickets to respond to ticket and assign ticket between techs
the only issue I have is with the phone app it needs more work since they are some limitation on the app for the cellphone
Weston from Farm Credit of New Mexico
April 2018
April 2018
Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.
Reporting could be a little more robust, and being able to select defaults for tickets is a much needed improvement we're still waiting for
Adrianna from 777 Bets
Employees number: 201-500 employees
April 2018
April 2018
I think that the realization of presenting information and abilities to manage your customer's queries ideally combined in Kayako. The possibility for your clients to send requests via live chat if someone from your support team available is also quite pleasant. If the staff of your company is out of the office the customers can leave a message and support team will revert back to them as soon as they reach the office. The ability to redact any task-card that you need also convenient.
In this software, you have the possibility to do a search among all the task-cards or tickets that you have. In little\medium size company with 10-200 customers, it works fine. While having more than 600 requests making the searching process a bit complicated, so it would be great to make this easier.
April 2018
April 2018
Very easy to use and manage, great interface for help desk purposes that allows users to be assigned to various cases.
Could be easier in terms of archiving and searching for cases and would like to see more robust reporting features.
Edward from Wallace Solution, C.A.
Employees number: 11-50 employees
April 2018
April 2018
Easy to install and maintain, this is truly easy to use.
The embedded live chat looks great and very easy to use because visitors click the chat icon, start a chat, and are immediately prompted.
Sometimes attaching a file can be difficult, and receiving email attachments yet limit for sizes 10 Mb or lower.