Kayako 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Kayako

4.0

(174)

Pricing

Pricing available upon request

About Kayako

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. Additionally, 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. Additionally, the collaborator feature allows any employee to access customer data.

Kayako Screenshots

Kayako Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

ESSENTIAL

Pricing available upon request

Plan includes:

Advanced Ticketing System
Unlimited AI Suggested Responses
Knowledge Base Audit
Self-Learning Mode
Multiple Chatbots & Customer Channels
API Access
Integrations

ENTERPRISE

Pricing available upon request

Plan includes:

Fully Autonomous Resolutions
Ticket Summaries
Audio File Transcriptions
Multilingual Content
Reporting
Customizable Branding

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Kayako Features

Popular features found in Customer Support
CRM
Email Management
Knowledge Base Management
Live Chat
Service Level Agreement (SLA) Management
More features of Kayako
Access Controls/Permissions
Activity Tracking
AI Copilot
Alerts/Escalation
Alerts/Notifications
API
Application Management
Asset Tracking
Automated Routing
Autoresponders
Availability Management
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Collaboration Tools
Communication Management
Configurable Workflow
Configuration Management
Contract/License Management
Customer Database
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Dashboard
Data Visualization
Email Templates
Event Triggered Actions
Feedback Management
Help Desk Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Management
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Offline Form
Performance Metrics
Problem Management
Project Management
Queue Management
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Data
Real-Time Monitoring
Recurring Issues
Release Management
Reporting/Analytics
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
Search/Filter
Self Service Portal
Service Catalog
Single Sign On
Social Media Integration
Support Ticket Management
Surveys & Feedback
Tagging
Third-Party Integrations
Ticket Management
Website Integration
Workflow Management

Kayako Integrations

ActiveCampaign

Chargebee

Google Analytics 360

Microsoft Outlook

Slack

Teamwork.com

See all 65 integrations

Kayako User Reviews

Overall Rating

4.0

Ratings Breakdown

39%

14%

Secondary Ratings

Ease of Use

3.9

Value for money

3.8

Customer support

3.9

Functionality

3.8

Mark T.

Verified reviewer

Internet

51-200 employees

Used daily for less than 2 years

Review source

Reviewed November 2018

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.

Ratings Breakdown

Ease of use

Functionality

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.

Jon S.

Verified reviewer

Plastics

201-500 employees

Used daily for more than 2 years

Review source

Reviewed October 2018

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Verified

Reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed November 2018

Longtime User

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

Value for money

Functionality

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.

Rodrigo C.

Verified reviewer

Computer Software

Used daily for more than 2 years

Review source

Reviewed June 2018

Support system missing a CRM

We had Zendesk before but Kayako is a really serious support ticket system I wish the price were better

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Arkadip K.

Verified reviewer

Computer Software

11-50 employees

Used weekly for less than 12 months

Review source

Reviewed November 2022

Great Facts of Kayako

The overall comprehensive experience is excellent with Kayako

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Alex D.

Verified reviewer

Professional Training & Coaching

11-50 employees

Used daily for more than 2 years

Review source

Reviewed January 2017

Just in english

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

Customer support

Functionality

Pros:

Chat + Ticket system integrated

Cons:

Not localized (just English)

Daniel T.

Verified reviewer

51-200 employees

Used daily for more than 2 years

Review source

Reviewed November 2017

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

Great product. Great Support.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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 :)

Domenico T.

Verified reviewer

Used daily for less than 12 months

Review source

Reviewed June 2018

Flexible and focused, built around fresh concepts and technologies.

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

Value for money

Customer support

Functionality

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.

Stephanie M.

Verified reviewer

11-50 employees

Used daily for more than 2 years

Review source

Reviewed June 2018

It's a mediocre software that isn't very user friendly.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Meheza n.

Verified reviewer

Medical Devices

2-10 employees

Used daily for less than 12 months

Review source

Reviewed February 2023

good but can do better

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like using Kayako because you can configure your customer support system to your own environment, and it's very easy to use. Customers can connect to the in your own environment, or directly via social networks.

Cons:

there is a lot of improvement to do, like the customer service, but it is a good tool

Showing 1 - 10 of 174 Reviews

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