Kayako is a help desk and customer support platform that helps businesses automate workflows, improve agent productivity, and deliver personalized customer experiences across email, chat, and social media.
$79
per month
Odoo
Score7.7 out of 10
Mid-Size Companies (51-1,000 employees)
Odoo, from the Belgium-headquartered multinational company of the same name, is a suite of business applications for managing the sales pipeline. It also comprises a PoS and inventory management modules, scaling to a warehouse or retail management solution.
$31.10
per month per user
Pricing
Kayako
Odoo
Editions & Modules
Kayako One
$79
per month
Enterprise
Contact Sales
Standard
$31.10
per month per user
Custom
$46.70
per month per user
Offerings
Pricing Offerings
Kayako
Odoo
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
-$49,321,250 per app/ per user/ per month
Additional Details
—
A discount is offered for new users for the first 12 months of use for the initial users purchased. ($24.90 instead of $31.10 for Standard)
When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It is well suited for inventory tracking, shipping and sales work flows. While some customization is needed to make it functional, if done correctly Odoo can serves as a powerful one stop shop for all of a businesses needs. The ease of customization for email templates, both for sales communications and marketing outreach leaves something to be desired. Perhaps our team hasn't explored this fully enough. I have personally found it intimidating in trying to construct a news letter using the email marketing module
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gives a very good report on an individual level of what is being done for a customer or corporate issue.
Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The creation of products is extremely simple, I like that it does not complicate you to put a lot of detail, of course if you want to put more detailed information later it allows you to do it without problems
The fact that I can manage my inventory of my warehouse is very convenient, I only generate my stock report of the products we have in stock and taking inventory is easier
The management of opportunities in the CRM is also great, because the guys from the sales department generate their opportunity, place what their client is requiring and we, the logisticians, can automatically generate the quote for what they are requesting, and from there they can only download their quote and send it to their clients.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer service is nonexistent. You will need a 3rd party to assist you.
The system has an open app for integrating with other programs. These are developed by third parties and can be hit or miss in functionality.
The system offers great flexibility; however, it is too much and requires coding. For example, changing a Sales order PDF requires coding to modify the document.
Initial implementation is clunky and seems to require a 3rd party just for setup.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Once you complete the training with Odoo, you have a great grasp of how the system works, and most every feature is intuitive- There is rarely a task within Odoo that I get frustrated trying to figure out- I can typically look through the system and find what I need to do, and if I ever do need support, the Odoo Support team is excellent
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Easy - there is NO SUPPORT (like in ABSOLUTELY NOTHING!!!!!!!). Even for legally mandatory requirements where the system MUST work, they will gladly take a month to get back to you with a NON-answer. We couldn't even get our bank statements correctly into Odoo for 2 months - leading to no reconciliation and the company accounts were a mess (still are!!) as a result - Completely irresponsible. Have not EVEN had an apology from Odoo - they couldn't care less !!
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We decided to go with Odoo over Netsuite due to a few factors. Price was a big reason why, Netsuite is the most expensive ERP we vetted. I also did not have a great experience with Netsuite at my last job. I was on the roll out team and it did not work as promised for POS, inventory managing or reporting, it crashed constantly in the middle of using it. Just over all very poor. Considering it is owned by Oracle and the most expensive, you would think it would be able to function on some sort of base level. That company ended up terminating their contract with Netsuite early and going with a different company.
We don't have crashing or error issues. I can complete receives, cycle counts etc and all of my information saves. Visually, Odoo is more satisfying also.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
