What users are saying about
37 Ratings
37 Ratings
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Score 4.7 out of 101

Likelihood to Recommend

Kayako

Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.
Joshua Tobiansky profile photo

Feature Rating Comparison

Incident and problem management

Kayako
6.9
Organize and prioritize service tickets
Kayako
7.4
Expert directory
Kayako
9.0
Subscription-based notifications
Kayako
4.8
ITSM collaboration and documentation
Kayako
6.5
Ticket creation and submission
Kayako
8.0
Ticket response
Kayako
5.4

Self Help Community

Kayako
5.5
External knowledge base
Kayako
4.9
Internal knowledge base
Kayako
6.0

Multi-Channel Help

Kayako
6.0
Customer portal
Kayako
6.4
IVR
Kayako
8.0
Social integration
Kayako
1.0
Email support
Kayako
8.2
Help Desk CRM integration
Kayako
6.5

Pros

Kayako

  • Kayako handles email integration through pop very well
  • Kayako is very configurable
  • Kayako's API was well documented and easy to implement custom scripts against.
CJ Estel profile photo

Cons

Kayako

  • SAAS went down on us a handful of times but I hear servers are stronger now
  • Ability to call and talk to someone. Mostly all email and chat
  • Custom builds for you rather than all self programmed
Marc Vila profile photo

Likelihood to Renew

Kayako

Kayako 7.8
Based on 11 answers
This is one of the easiest systems I've used! You can come from any background and learn this system within days
Derrick Green profile photo

Usability

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green profile photo

Reliability and Availability

Kayako

Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt profile photo

Support

Kayako

Kayako 9.5
Based on 2 answers
The support team is partially in India so sometimes support availability can be a bit wacky, but they have always resolved my questions quickly and competently with zero fuss.
Nathaniel Bannister profile photo

Implementation

Kayako

Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister profile photo

Alternatives Considered

Kayako

Kayako is the only ticketing system I have used. I found it easy to learn and use.
No photo available

Return on Investment

Kayako

  • I know this helps our efficiency in support! The ability to track all these tickets and see exactly how much work each person is doing is phenomenal.
Derrick Green profile photo

Pricing Details

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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