Kayako Reviews

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

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

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.

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.

I have used kayako as a knowledge base for my software. I have integrated pages into my software and spent development dollars in doing so, and written hundreds of articles for the knowledge base. A few days ago I received an email from kayako requesting that I contact them about my renewal. When I did, they informed me they would be increasing their pricing by 600% for this year, and an additional 25% each year thereafter. I was shocked, and asked for clarification, explaining that I am a small company that is in the events industry - I have been shut down due to events being shut down because of the pandemic. Even in normal circumstances, I wouldn't be able to afford that ridiculous price increase. They informed me they would be cancelling my service. I have spent hundreds of hours creating these knowledge base articles, thinking I would be using these for years to come - now I have to spend development dollars to integrate a new knowledge base into my software, and re-do all of the articles on a new platform. Very dishonest business practices - untrustworthy services - and costing the client time and money.

Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money.

It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion. Also, Kayako shows in real-time who is looking at a ticket, thus it made it easy for Customer Service as we could see if someone was already working on that ticket. One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when. Thus, from a documentation standpoint, if someone was claiming to have never received an email, we were able to show that they had in fact opened the email.

There were few reporting tools and there was no way to set follow-up tasks. We relied on setting reminders on another system like our Google calendar. Also, Kayako was getting quite expensive, which was one of the big factors in our company switching to a different ticketing system.

Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent.
We could never get the knowledgebase to work the way we wanted.
Sometimes it is not clear who is getting copied on any specific ticket reply.

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.

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 :)

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.

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

This software is fairly simple to use and can handle quite a bit of data. There is a lot of customization that can be done which makes the software quite flexible. The audit log feature is very simple to use and provides all status entries and updates in one easy to access location.

This can be unstable at time but the fixes are always quick and easy to accomplish. The automated routing is lacking and I with there were more options for ticket generations and closures. The classic interface can be hard to navigate.

Value for money, we've been using Kayako for years now and it works perfect with high volume of mails.

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.

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.

My only complaint is that there is not a feature to enter and keep track of inventory like other help-desk systems.

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.

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.

Email queue functionality and the user interface.

It does not have much capability in reporting functionality.

Kayako has a modern fast interface that will guide you what queries you want to know , and the fast response from the server , also its mobile application .
Easy update the tickets , replay , attach files . Users and department managing is

I was fetching a query to make csv or excel report exported for the tickets opened during last year for example , I made copy and past for all pages ! . I wonder if there is a way to export the list of critical tickets for example other than the way I used .
Also , Manual Backup was removed from the tools .
The monthly fees is high related to the dollar increasing .

The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

Layout is nice, many great features, customize-able, good price, very easy to use, very easy to set up and implement.

Customer services stinks. If anything goes technically wrong their tech support is outsourced. The workers work 9-5 so the only way to talk to them in the USA is by staying up until 2am. The tech support that you talk to during USA hours are fairly helpful with basic things but take a long time to get back to you.

It's ease of use, especially with tickets creation and handling as well as tracking tickets, color categorization for easy identification of customers and prospect based.

Sending attachments to customers most at times does not really go through, sometimes it has to be sent 3 or 4 times before client confirm receipt of the file

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!

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.

it's flexibility , the option to insert macro's , the reports are really great and you can build any report you want

i don''t like the new pricing program, we were one of the first customer purchased this and when needed to renew support this year we were very surprised

The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.

There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting

It makes it easy for clients to come in contact with us. It is also great that they can leave an offline chat and we can get back to them after the weekend or when we are back in office the following day.

no cons about the software but its not cool to wait a week for a email from customer support that is less than helpful.

I'm not sure what version of Kayako I was using, but it wasn't good experience. General I liked only how the solve the problem with lead funnel and how them easly add to your data base.

General for me it was old style CRM platform, huge with millions of options. Too many buttons, option, and not useful futures. General, I liked to check mostly of main options and the possibility of every software with I'm currently using, but this is was a type like, after 3 months still you use 10 buttons and you don't know nothing about rest.

The tracking ability is fantastic. You will always be able to refer to a ticket and who the last agent was who handles it.

Reporting is a little complicated. Especially when you have to create your own report. I also feel that there should be some more training on how to use the special features when you sign up.

Kayako is an efficient ticket management system and it's affordable.

Occasionally there will be issues when creating tickets or adding attachments and multiple attempts will need to be made.

I like that we are able to integrate it into our workflow using the APIs. It is easy to use and helps us manage lots of support email and phone calls.

It has got more costly over the years, with a per-user-per-month license fee and support requires a separate support fee

I most like the easy real-time communication that is possible through Kayako. We are able to quickly assist our customers because of it.

I wish I could delete the feature that tells the customer approx. how long it will take us to respond. When we receive a chat outside of our business hours, we aren't able to get back with them until the next day. This causes our "time to respond" to give an inaccurate estimate.