Kayako Reviews

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.

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

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.

- 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.

- 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.

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

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

Once you get to use the software, its easy to manage. One feature I like, we are able to use LDAP to authenticate users. Makes registering users a breeze. Users have one less password to worry about when logging in.

Some of their features are not cut and dry and their instructions need a bit of clarity. Sometimes requires call but for the most part its detailed

The embedded live chat looks great and very easy to use because visitors click the chat icon, start a chat, and are immediately prompted.

Sometimes attaching a file can be difficult, and receiving email attachments yet limit for sizes 10 Mb or lower.

The design is very nice, compared to other softwares; facility to make changes at the pages (the support helps a lot) and price.

Some features are not available yet (I have made some suggestions for the support team) and it doesn't have support in my language.

It's easy to see that Kayako has put the focus to the customers. It's really easy to track your customers route to you and help them with all the background information.

The user interface looks just plain bad. Chat and knowledge base tools are also mediocre. None of the features can be considered exceptional.

Very elegant and well-produced helpdesk app. I was in the middle of switching over to Kayako until they stopped offering the free plan, so had to scrap the migration.

No more free plan. I was using Freshdesk and liked Kayako better and was starting to migrate my own and clients over to Kayako until they scrapped the free plan, so stayed with Freshdesk.

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

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

Easy to identify what we need to use to support customer

Kayako most of the time is laggy and affects overall performance of our agents

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.

Email queue functionality and the user interface.

It does not have much capability in reporting functionality.

Customer support are great, they're really helping and I'm getting a great service.
They're answering tickets really quick as well.

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 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.

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.

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.

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.

1. Easy to install
2. Intuitive UI
3. Very responsive customer support

1. Tickets searching should be improved to make it faster and more efficient

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

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.

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.

somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.

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

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