--- title: "Kayako Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Kayako. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Kayako is a good fit for you!" source_url: "https://www.softwareadvice.com/help-desk/kayako-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Support Software](https://www.softwareadvice.com/customer-support/) / [Kayako](https://www.softwareadvice.com/help-desk/kayako-profile/) / Kayako Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/help-desk/kayako-profile/) Reviews [Alternatives](https://www.softwareadvice.com/help-desk/kayako-profile/alternatives/) # Kayako User Reviews ## Reviews summary - Overall rating: 4.0/5 - Total reviews: 176 ### Secondary ratings - Ease of use: 3.9/5 - Customer support: 3.9/5 - Value for money: 3.8/5 - Functionality: 3.8/5 ### Rating distribution - 5 stars: 68 reviews (39%) - 4 stars: 68 reviews (39%) - 3 stars: 25 reviews (14%) - 2 stars: 5 reviews (3%) - 1 star: 10 reviews (6%) ### Most mentioned pros - It does some things very well and makes communications with clients centralized and viewable for everyone on the team, but some of the other features were quite buggy and inconsistent. - Its the best tickets management software so far because it gets the job done so effectively and efficiently that there is mostly little left for me to do. - Kayako streamlines customer interactions by centralizing all inquiries onto a single platform. ### Most mentioned cons - Two of my agents hit a wall trying to pull a fairly standard report and I ended up opening a support ticket just to get the steps. - The data is all there, it's just buried under menus that aren't laid out intuitively. - The interface can be quite cluttered creating a tricky navigation at times. ## Kayako customer reviews Showing reviews 1-25 of 176 (page 1). ### Longtime User - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent support system, Kayako assists us with providing great online help desk support via ticket logs and live chat to our clients. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Functionality: 5/5 #### 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. --- ### Powerful System, Steep Learning Curve - Overall rating: 5/5 - Reviewer: Mark T. - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 5/5 #### 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. --- ### We have used kayako for years now. It's very valuable to our day-to-day operations. - Overall rating: 5/5 - Reviewer: Brandon L. - Verified reviewer: Yes - Product usage: Used unspecified for more than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered Very easy to use. Helps us track hundreds of email tickets daily. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Kayako worked for us - Overall rating: 4/5 - Reviewer: Jon S. - Verified reviewer: Yes - Industry: Plastics - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 2/5 - Functionality: 3/5 #### 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 --- ### Support system missing a CRM - Overall rating: 5/5 - Reviewer: Rodrigo C. - Verified reviewer: Yes - Industry: Computer Software - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We had Zendesk before but Kayako is a really serious support ticket system I wish the price were better #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy to use, depending on your license is very customizable. Once the ticket is created adding notes, screenshots and files is really simple and fast #### Cons API or link to CRM directly is really needed External add on works but with serious limitations. Old kayako had a voip system to do phone calls --- ### Just in english - Overall rating: 1/5 - Reviewer: Alex D. - Verified reviewer: Yes - Industry: Professional Training & Coaching - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2017 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 2/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Chat + Ticket system integrated #### Cons Not localized (just English) --- ### Great Facts of Kayako - Overall rating: 5/5 - Reviewer: Arkadip K. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used weekly for less than 12 months - Reviewed: November 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The overall comprehensive experience is excellent with Kayako #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros The Database management and queue management is the thing I lile best about this software. #### Cons The data security will need an improvemnt here. --- ### We've used Kayako for years and it's been great! - Overall rating: 5/5 - Reviewer: Daniel T. - Verified reviewer: Yes - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great product. Great Support. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 :) --- ### Flexible and focused, built around fresh concepts and technologies. - Overall rating: 4/5 - Reviewer: Domenico T. - Verified reviewer: Yes - Product usage: Used daily for less than 12 months - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### 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. --- ### It's a mediocre software that isn't very user friendly. - Overall rating: 3/5 - Reviewer: Stephanie M. - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 3/5 - Functionality: 2/5 #### Pros It has an app. It's kind of customizable. #### Cons The migration to the new version was horrible. There was little communication and I had to keep following up. I don't think they realizing that by migrating us, I had to give my customers a heads up on the migration as well. I'm still using the old version and being less usable every single day. --- ### Fast turn arounds with Kayako - Overall rating: 4/5 - Reviewer: Taylor K. - Verified reviewer: Yes - Industry: Hospitality - Company size: 501-1000 employees - Product usage: Used monthly for less than 6 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience has been good. typically resolutions are provided quickly and adequately. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like how quickly my issues have been resolved using this platform. #### Cons The interface can be quite cluttered creating a tricky navigation at times. --- ### Good choice although there are some problems. - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### 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 --- ### Kayako - Feedback - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to identify what we need to use to support customer #### Cons Kayako most of the time is laggy and affects overall performance of our agents #### Reasons for switching to Kayako Cheaper and faster tool --- ### Please be aware this is a review for an year-old version of Kayako - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: March 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I used Kayako A LOT on a previous position for all our customers and clients communications and to manage ticket assignment to my team (later, we switched to Intercom). While it served its purpose at the time, for a team of about thirteen support engineers, we never feel comfortable with it. It was plagued of usability issues and it wasn't strange to hear a comply - and even some cursing - upon its lack of functionality and flexibility. In the end, we eventually moved to Intercom since it also let us integrate the helpdesk with our (at that time) brand-new mobile apps. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros - Fast to load - Just enough features to handle customer support request via a ticketing system #### Cons - Cumbersome and ugly UI makes difficult to find what you're looking for if you don't know where to look - Lack of flexibility to manage tickets and assign them to the team - Some features missing --- ### Good product for smaller teams - Overall rating: 4/5 - Reviewer: Simran A. - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I found Kayako to be an easy-to-use product. The user interface is intuitive, making it straightforward to manage customer inquiries. Overall, a positive experience #### Cons While my experience with Kayako has been generally positive, I must note that I did not extensively explore its analytical features (if any). As such, I'm unable to provide specific feedback on that aspect. However, incorporating robust analytical tools could potentially enhance the platform's overall utility and offer users valuable insights. It might be worth considering as a future addition to further elevate the user experience --- ### Kayako Fusion - Overall rating: 4/5 - Reviewer: Edward S. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Email queue functionality and the user interface. #### Cons It does not have much capability in reporting functionality. #### Reasons for switching to Kayako Email functionality. --- ### Great application, the only one with the "Follow up" feature. - Overall rating: 5/5 - Reviewer: Almog Y. - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I don't get any benefits, It's just our ticketing system :) #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros Customer support are great, they're really helping and I'm getting a great service. They're answering tickets really quick as well. #### Cons 1. Reports aren't that professional with the Classic Kayako, and the KQL is hard to understand, i believe that you have to make it a bit easier and user friendly. 2. I would like to upgrade to Cloud Kayako, but there is a missing feature which is highly important for me, the "Follow up" feature, this feature letting me create a trigger that will open my ticket after several minutes, this feature implanted only in the Classic Kayako. 3. From the moment you've changed your pricing method, it's a bit expensive.. and while having customers that would like to get reports (most important for them) Kayako Classic at least doesn't give the best value here, i don't know about Cloud Kayako. --- ### Kayako Review - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Kayako works fairly well. I use it daily in my IT role to support our organizations users and to manage tickets. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Very good experience - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Financial Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### 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. --- ### Easy to use but lacks new age quality - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### 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. --- ### Excellent Help Desk Software - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### 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 --- ### Excessive Charges For Existing Customers - Overall rating: 1/5 - Reviewer: Zane L. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2017 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 3/5 #### 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. --- ### Can't Trust Kayako - Overall rating: 1/5 - Reviewer: Kevin W. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2019 - Review source details: This review was submitted organically. No incentive was offered Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self Hosted) and started pushing existing customers to pay for an annual support/upgrade renewal only later to jack up the prices the following year and disabling our perpetual license. Don't trust this company and their tactics. We purchased a perpetual license we can no longer access or use anymore. #### Ratings breakdown - Ease of use: 1/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Self Hosted Helpdesk Feature Rich Software #### Cons Kayako constantly changes their product offering without offering their customers much of a choice. --- ### Kyako has been a great business changer from our Previous Software - Overall rating: 4/5 - Reviewer: josh D. - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. With this software, we were no longer jumping back and forth dealing with different programs to respond to our customers. It has been great to instantly chat with our customers, respond via tickets or emails in a matter of a few seconds. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros What We love about Kayako is the chat engagements we can initiate with customers who visit our website. With the help center, customers can view our help center articles, submit tickets or reach out to us via chat. The functionality of Kayako keeps us organized and able to respond to our customers in a timely manner. #### Cons A couple of things need improvement but not so much as a con. The reporting aspects of the software could be a little bit simplified. Reporting of Chat engagements and possible integration with Google Analytics would be fantastic. --- ### so far great. good response time. Love the new installed version of Kayako. It's so much faster!! - Overall rating: 5/5 - Reviewer: Ernest L. - Product usage: Used daily for more than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons somewhat complex upgrade. technically the upgrade process is not that bad considering the sheer number of attachments in the system. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/kayako-profile/reviews/?page=2) --- Kayako Reviews, Pros and Cons - 2026 Software Advice