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

27 Reviews of Kayako

 

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Software Advice Reviews (8)
More Reviews (19)

Showing 1-8 of 8

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 1-19 of 19

Daniel from Digital Pacific
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

We've used Kayako for years and it's been great!

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

Great product. Great Support.

Pros

Simple, Easy to Use, Customisable and Good Support. We've used this software for over 6 years now and it's never let us down.

Cons

Some areas could use updating but they're not broken, just need some improvement :) Also the recent pricing increase was expected but of course paying more for something is always a dislike :)

Review Source: Capterra
 

Johnny from Payza.com

October 2017

October 2017

I used Kayako every day for years. It was really easy to figure out how to use it.

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

- Easy to navigate
- The interface is very intuitive
- 1,000,000,000x Better than our previous ticketing software
- Easy to reassign tickets to other staff
- Easy to leave detailed notes on tickets

Cons

- Macros didn't always work
- Ugly colors
- Forgot Password option didn't always work
- Sometimes people who responded to tickets were HUGE bad

Review Source: Capterra
 

Brandon from Self-employed at Zellous Design

October 2017

October 2017

My new favorite live-chat service

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

Kayako enables my visitors to easily connect with me. This in turns helps me to turn visitors into customers. Kayako was the best live-chat service of the several that I tested. (Kayako vs Freshchat vs Drift)

Pros

Comparing several live chat services, Kayako ended up being the clear winner. Here are a couple of the deciding factors:

1) The embedded live chat looks great. The design is fun and fresh. Love it.
2) It's a continuous/seamless experience. Visitors click the chat icon, start a chat, and are immediately prompted, right there, for an email. No jarring visual changes. Kayako keeps things nice and simple.
3) The dashboard/backend is great. The whole Kayako experience is great for both me and my visitors.

Cons

I ended up hitting a snag with Kayako in that my trial had expired and service had been discontinued, but the Kayako embed on my website continue to appear as though the service was operational (While Kayako does offer a free plan, you must enter CC info. So you don't automatically roll into the free plan at the end of a trial).

However, I chatted with support (who were great) and they will hopefully make some changes to improve this.

Review Source: Capterra
 


October 2017

October 2017

Kayako is either very helpful or very unhelpful

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

I was able to perform my job.

Pros

The interface has not changed in a very long time. For a quick open/close ticketing system it works great. It is very easy for a person to just start using it with about a 15 minute explanation.

Cons

The software hasn't changed in a long time. It looks very dated. The functionality is very much lacking. There are bugs that are unresolved. Things can get very lost very easily. There are some easy features that can be added that would enhance the software a lot.

Review Source: Capterra
 

Oggy from payza.com
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Great software for new start-ups. Easy to use with many functionalities at your disposal.

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

Provided ticketing system for customer support.

Pros

The software is intuitive and allows for many functions to be used in different settings. Great tracking capability and is fairly inexpensive compared to most competitors.

Cons

Reporting may require some coding skills which may result in contacting customer support for assistance. Weekly/Monthly reports lacks comprehensible user interface .

Review Source: Capterra
 

Brian from Helidirect LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Kayako is a very good software for helpdesk, and must-have for any e-commerce company

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

Save much time to handle and manage request from customer which they sent to us via emails from multi channels and helpdesk

Pros

I like the way it handle and create new ticket from email. That's very helpful as we dont have to check email everyday for new request from customer. And the way it handle tickets are very smart and easy to use. You also can sort the ticket with many filter too. That's very helpful. You could also assign a ticket to other staff or department which helps customer have a right and correct answer, even when they send new ticket to wrong place or email

Cons

It does not link well to Magento, so you cant look up customer database or their order to get more info before reply customer ticket

Review Source: Capterra
 

Alex from Founder Institute
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Just in english

Ease-of-use

Functionality

Product Quality

Customer Support

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

If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience.

So, in English, it's a good software (one the best maybe), but impossible to use in other languages.

Pros

Chat + Ticket system integrated

Cons

Not localized (just English)

Review Source: GetApp
 

Jerry from Tanga
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2016

June 2016

Looking for something better

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

Report sucks should not have to know how to write a sequel query in order to run reports. That is totally ridiculous in this day and age. I should not have to have a manager with programming that experience in order to provide daily reports.

Pros

None

Cons

They have not kept up with their competitors

Review Source: Capterra
 

Jake from Voip Supply Co

April 2016

April 2016

Horrible Product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

As far as Pros go...I have zero to give. We tested this system as we were refereed to them from a partner of ours who apparently loves it. I still can't figure out why. It is easy for a customer to create a ticket, but as far as the backend goes, it is very outdated and to make one change, it has to be done in several locations within the system. Very time consuming. The tried to get us to come back by offering us a discount, but a discount isn't what I wanted. I just want a system that works. This one, well it doesn't.

Review Source: Capterra
 

Tony from Golden Valley Health Centers

May 2015

May 2015

Klunky, Cumbersome Interface

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Creating tickets is crude. Very difficult to follow. Although creating a ticket if you are an end-user seems simple enough, managing the details of a ticket, its status, searching for it if you don't know the ticket number, creation of custom detail screens, etc., is horrible.

Review Source: Capterra
 

Jorge F. Hernandez

February 2014

February 2014

Best Helpdesk software ever.

Product Quality

Product Quality
Quality

1. Easy to install/maintain
2. Easy to use
3. Customers love it

Simply the best Helpdesk Software you can get, I recommend it to all my colleagues who ask me for one.

Pros

Amazing front end, compatible with any kind of web server, LAMP, WAMP, WIMP, as long as you have PHP and MySQL, you are all set, no need of secondary Java Application Server.

Cons

None so far.

Review Source: GetApp
 

JohnC_UK

February 2014

February 2014

Fully featured helpdesk and live support system

Product Quality

Product Quality
Quality

We use Kayako mainly for ticket management within our organisation to support internal users, it was very important to use that our helpdesk software was able to link into our Active directory environment so we could link our users to the helpdesk. Kayako was able to do this using the loginshare functionality. Having used it now for over 6 months, we have found the software to be fully features with the ability to configure what should happen in any given circumstance. It has saved us countless support hours by helping us to manage and organise our support staff and internal resources.

Pros

Very robust ticket management, with automated responses, canned replies, knowledgebase, workflows, SLA management, advanced searching, filters and views, custom fields.

Cons

It is a little bit fiddly to get setup, as there is a wealth of options within the admin CP and its takes quite a lot of time to figure out where everything is.

Review Source: GetApp
 

Gary Scaife

February 2014

February 2014

Robust and flexible helpdesk software

Product Quality

Product Quality
Quality

We started using Kayako back when it was still on version 3 ( current version is 4.64 ). At the time we had several issues keeping track of the workload our staff were under, and this resulted in very poor customer service. Kayako helped us to organise our staff, and start putting our resources where they were needed. The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s, but we also ensure that important customers are always dealt with asap.

Pros

The ticket management, from automated replies, SLA’s, canned responses, follow ups to detailed audit logs.
Kayako is a huge product with so many features that it will undoubtedly be able to meet any requirements, even from the largest of companies.

Cons

There is no real con I can think of, the only issue we had was the time it took us to learn the software, it can do pretty much everything, but it takes time to learn where everything is configured from. ( The admin CP is full of options all over )

Review Source: GetApp
 

Paul McIntyre

January 2013

January 2013

Don't underestimate - Kayako is a hardcore helpdesk and live chat solution

Product Quality

Product Quality
Quality

Unlike many other options out there, we've found Kayako to deliver 'hardcore' functionality when needed.

None of the other apps recommended here provide such rich functionality within each channel, for example 'Kayako Desktop' is a free, native Kayako desktop app for agents to monitor website users and chat to them, take calls e.t.c. This is in addition to or as a compliment of the web-based interface.

I can't see how my team would be managing multiple chats with customers without it.

Review Source: GetApp
 

Premdeep

January 2013

January 2013

The review does not present Kayako

Product Quality

Product Quality
Quality

I have used this and I am surprised that the review at your website is so much biased. If you look at Kayako Forums, it ha support for all languages, they have the mobile apps, the interface which can be changed easily (I have done mine) and most important : they have download license. I have my data with me. The support has improved alot over the years.

Review Source: GetApp
 

Alex from Ardaco a.s.
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

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

Pravin from MindLabs Systems Pvt Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

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

Matthieu from HiPay Group
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2016

May 2016

Product Quality
Quality
Source: GetApp
 

James from CELCAT
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2016

February 2016

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp