Kayako Reviews

Kayako

4.0 (169)
Unified customer service platform

Overall rating

4.0 /5
(169)
Value for Money
3.8/5
Features
3.8/5
Ease of Use
3.9/5
Customer Support Software
3.8/5

76%
recommended this app
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169 Reviews

Rodrigo
Overall rating
  • Industry: Computer Software
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Support system missing a CRM

Reviewed on 14/06/2018

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

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

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

Olav
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

it works but required a lot of enhancements to make it work proper for us

Reviewed on 26/06/2018

Getting us closer to our customers and helping them solving their problems. Kayako delivered that...

Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.

Btw. Industry selection is missing Enterprise software or similar.

Pros

As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

Cons

In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.

Mark
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

The overall experience was ok. It gets the job done. But through the years we ran into some...

Reviewed on 19/06/2018

Pros

It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.

Cons

Kayako feels out-dated all along. After two years of the 7.0 php release it still is not even fully compatible with any php 7.x release and up to today relies on the out-dated php 5.x versions. There are many other issues like the HTML-Mailparsing which have not been fixed completely in years now. Also we know Outlook 20xx do not create great HTML-mails still a lot of customers are using it and it is one the most spread applications in companies. But still the emails are not parsed correctly through Kayako. This should definitely have more priority. The forum is full of long threads and requests about this topic. Many people were upset, because resources were spent on creating a new webinterface instead of fixing basic functionality. Maybe customers should be involved in creating the roadmap for the product or at least help prioritizing issues.

Daniel
Overall rating
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

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

Reviewed on 07/11/2017

Great product. Great 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 :)

Owen
Overall rating
  • Industry: Higher Education Software
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

Kayako has made our jobs far easier and our service users so much more satisfied.

Reviewed on 19/06/2018

Pros

Being able to manage incoming emails as tasks that can be assigned to people and then easily marked as complete when done has allowed us to work faster and more efficiently.

Cons

Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.

Eglė
Overall rating
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Colleagues don't like, especially after using other programs, search is too slow or not...

Reviewed on 22/06/2018

All letters are answered.

All letters are answered.

Pros

-The possibility to see who is watching the ticket at the same time
- Notes
- Knowledbase
- fast Customer Service

Cons

- Reports have mistakes
- Customer Support assistance regarding one and the same report is different. Different answers.
- Very very slow while making a search and trying to find the ticket.
- the search is not working and no results even if it should be.
- while replying - no possibility to see notes
- automatically bring back to the unassigned
- No "Back" possibility while reading different pages of ticket.
- Always necessary to refresh before assign, because few people assign letters quite often.

Verified Reviewer
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Kayako is either very helpful or very unhelpful

Reviewed on 06/10/2017

I was able to perform my job.

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.

Timo
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Not very confident with the product development. Features not perfect, same bugs might...

Reviewed on 25/06/2018

Pros

UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

Cons

SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.

Weston
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

Easy to configure and use

Reviewed on 17/04/2018

Pros

Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.

Cons

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

Verified Reviewer
Overall rating
  • Industry: Higher Education Software
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Fairly good help-desk system

Reviewed on 19/12/2018

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.

Verified Reviewer
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Software is buggy, support is not keeping up with requests. India-based support.

Reviewed on 21/06/2018

Pros

- Standard support tracking software not trying to "re-invent" how support should run.
- Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point.
- Ability to offer Email / Chat / Social support which are well integrated
- KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom)
- Ready to go if you are looking for a simple support system with a single team / person / level of support.

Cons

- The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing.
- Live Chat messenger is limited in functionality
- We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company.
- Their support is passing the "buck" continuously and ends up closing issues which were not resolved.
- features are promised to be delivered with ETA and are either not delivered or half-baked
- full disclosure we are planning on migrating away within 3 months.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 8.0 /10

Longtime User

Reviewed on 24/11/2018

Excellent support system, Kayako assists us with providing great online help desk support via...

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.

Edward
Overall rating
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Kayako Fusion

Reviewed on 09/06/2022

Pros

Email queue functionality and the user interface.

Cons

It does not have much capability in reporting functionality.

Ernest
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

so far great. good response time. Love the new installed version of Kayako. It's so much...

Reviewed on 17/04/2018

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.

Ali
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

I have used many Service desk systems but Kayako is the best of all

Reviewed on 14/06/2018

Pros

1. Multi department integration & queues in one interface
2. Easy SQL to generate possibly any report you want
3. Full Active directory integration
4. Best of Customer service i know of.
5. The support team knows what they are talking about. The resolution to any of my issues resolve in less then 20 min
6. Staff automatically know what to do
7. Knowledge base is very helpful

Cons

1. Searching is a big pain ( Good luck searching with tags )
2. Online support require ugly desktop software

Joshua
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 2.0 /10

The product is fine but the customer support is horrible which is ironic.

Reviewed on 19/06/2018

We can handle our customer support issues.

We can handle our customer support issues.

Pros

Features are OK - but they need to be more up to date. Due to poor customer support and communication, we are not aware of new features/functions.

Cons

The customer support is horrible. You cannot contact them directly. Your only option is to leave a message yet if you want to buy the product you can speak to a representative immediately. This is a customer support platform and it is very ironic they have horrible customer support access.

Amit
Overall rating
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Good software for Support Desk purpose

Reviewed on 02/08/2018

Overall experience is good. We got their support every team of their teams. On cost side they need...

Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.

Pros

Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

Cons

- This software legs on HTML email parsing side which can be improved.
- On pricing part, they are charging on higher side and they needs to be competitive.

Verified Reviewer
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Awesome platform, great service!

Reviewed on 21/06/2018

Pros

Kayako provides the flexibility we need to keep engaged and communicated both with our external and internal customers. Our support departments love the simplicity and clarity of the communication, and our clients have gained a tool through which they feel close to our team. Working with Kayako has made our life easier!

Cons

There are not many cons to our experience. Even as we believe that the tool might help us better integrate additional internal users to simplify the behind-the-scenes processes we have, we do believe that they way the tool is built now is great.

Graham
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Features and functionality missing or not working

Reviewed on 21/06/2018

Pros

When I have time to contact their support they have been very helpful unfortunately I do not have time to perform their software testing.

Cons

Unable to attach documents to a ticket.
Search facility doesn't work as expected.
Need knowledge of sql to run a report.
If you forget to type the 'to' email address and hit send you are not notified and lose the text that you typed.

Joe
Overall rating
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Kayako has changed our member experience because now members have one central platform for...

Reviewed on 26/06/2018

great customer service

great customer service

Pros

The way you can have email flow into Kayako and form request in one system.
The macros which allow quick answers to everyday request.
The tech support is great and always have a solution

Cons

To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.

Alex
Overall rating
  • Industry: Professional Training & Coaching
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Just in english

Reviewed on 31/01/2017

If you want to use Kayako in another language, although they claim that you can "deliver a tailored...

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)

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 1.0 /10

Zero new features in last 2 years. Deceptive billing. Avoid.

Reviewed on 07/03/2020

When we wanted to cancel and downgraded through their admin portal to smaller number number of...

When we wanted to cancel and downgraded through their admin portal to smaller number number of users. They billed us for the OLD number of users (thousands of dollar) and then refused to reimburse us. Deceptive, bad business. DO NOT RECOMMEND.

Pros

Software is basic, has basic helpdesk. The basic helpdesk worked for us for some time, chat worked for us for some time, but literally did not keep up.

Cons

The software has not kept up with the rest of the market. Zero product innovation in the last 1-2 years.

Faith
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Love the features of the product.

Reviewed on 23/04/2018

Pros

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.

Cons

There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.

Rick
Overall rating
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

ALWAYS Works. When not working, fixed issue in 30 seconds. FANTASTIC Support

Reviewed on 24/04/2018

Reduced time answering questions during billing

Reduced time answering questions during billing

Pros

Always available. Ease of use. Customization ability. Availability of support staff, Knows the product inside and out.

Cons

Only ONE feature, does not print the notes when using the PRINT functions. Cost to add another user a bit higher than expected.

Ernëst
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

The new enhancements to speed up ticket viewing and responses is amazing!

Reviewed on 20/04/2018

Pros

The software appears like since the design has been made more minimal.
The speed of updates and changes to a ticket is fantastic

Cons

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