What users are saying about
Top Rated
34 Ratings
Top Rated
34 Ratings
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Score 6.7 out of 101

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Likelihood to Recommend

Kayako

If you're a small to medium managed service provider that is managing multiple client companies, Kayako would likely be a great fit for you. If you need a help desk system that also does network scans to gather information like product keys and device status, you may want to go with another help desk system that also incorporates SNMP scanning like Spiceworks
Jericho Fulgencio profile photo

Feature Rating Comparison

Incident and problem management

Kayako
6.9
Organize and prioritize service tickets
Kayako
7.5
Expert directory
Kayako
7.5
Subscription-based notifications
Kayako
3.2
ITSM collaboration and documentation
Kayako
4.6
Ticket creation and submission
Kayako
9.1
Ticket response
Kayako
9.1

Self Help Community

Kayako
6.5
External knowledge base
Kayako
6.5
Internal knowledge base
Kayako
6.5

Multi-Channel Help

Kayako
6.6
Customer portal
Kayako
5.2
IVR
Kayako
8.0
Social integration
Kayako
7.0
Email support
Kayako
8.6
Help Desk CRM integration
Kayako
4.2

Pros

  • Automated workflows. The workflows and email parser rules in Kayako are versatile and easy to set up, and saves you the trouble of having to create reoccurring tickets and manually assigning technicians for each ticket.
  • Custom fields. Without custom fields there would be no way for us to effectively keep track of our 30+ different client companies. They can be added on the fly as well so you'll never feel 'trapped' within the set fields that come with the program.
  • Reporting. The report builder that uses 'KQL as a query language (based on SQL) is easy to learn and allows you to pull relevant information/statistics from your help desk using specifications that you set yourself -- and ties back into automation via scheduled generated email reports.
Jericho Fulgencio profile photo

Cons

  • Adjusting the templates can be very tedious as each update includes a manual reversion process. While it isn't a big deal if you're using a mostly vanilla design I can imagine it would become tedious for a more involved UI change.
  • The update process is easy enough but could obviously take some pointers from Wordpress in terms of making them more streamlined.
  • The price has gone up substantially since we originally bought in, while I feel that we'd still have gotten our money out of it either way it is definitely much more of a hurdle than it used to be.
Nathaniel Bannister profile photo

Likelihood to Renew

Kayako7.8
Based on 11 answers
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
Nathaniel Bannister profile photo

Usability

Kayako10.0
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

Kayako7.5
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

Kayako9.5
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

Kayako9.0
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

We went with Kayako at the time of purchase because there was a much more cost effective self-hosted option that we have been able to leverage to our benefit. That option has become much more expensive now, but we feel like we'd still make the decision again.
Nathaniel Bannister profile photo

Return on Investment

  • Customers get an immediate reply even when our team is backlogged with requests
  • Customers who wouldn't normally pick up a phone can get quick access to a rep for help with purchasing decisions. Reps can address multiple customers at a time over live chat assuming that they are not being overly demanding.
  • When compared to our old methodology of using Outlook to handle a high volume of customer requests Kayako is not only more efficient but gives the CS Manager a lot more accountability for her reps.
Nathaniel Bannister profile photo

Pricing Details

Kayako

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