Kayako Reviews and Ratings

Use Cases and Deployment Scope

We used Kayako as our main ticket and helpdesk system to provide automated ticket generation and job management.

Likelihood to Recommend

I believe that buyers should beware! In my experience, Kayako will get you in and then attempt to lock in contracts with price increases of 200% percent in a year and not notify you until after the renewal date and attempt to force continued use based on exit clauses. I believe they also manipulate contract dates to short-change clients.

Use Cases and Deployment Scope

Kayako is used as a ticketing system for our clients to submit tickets for support questions or issues. We use this software to keep a paper trail and client communications. It addresses issues of getting feedback from clients, keeping track of questions and issues, and letting us have a historic record of client communications. This is currently mainly used by the support department and some people in development.

Likelihood to Recommend

Kayako is well suited as a support platform for managing support tickets. If you need a platform for tracking communications, bugs, or feature requests, Kayako does this well. This is not used for anything much outside that. If you were to want something with client communications and project management, I would look at something like Basecamp.

Use Cases and Deployment Scope

<ul><li>We used Kayako as our primary IT Help Desk ticketing system. We purchased and used the On-Prem version and quite some success in its implementation.</li><li>Kayako allowed us to easily manage Help Tickets, communicate with our users, document all our past tickets, and create a knowledge base to help users and personnel look up and store past issues and solutions.</li></ul>

Likelihood to Recommend

Kayako was only ok - We switched because there are much better software platforms out there that manage Ticketing and KBs. Also, we feel like we were forced off the On-Prem platform - being pushed to the Cloud software. Not liking this push, we decided to go to another provider instead.

Use Cases and Deployment Scope

We currently use Kayako as a company-wide ticketing system. We have multiple departments set up, and the whole experience is quite seamless. It's great being able to transfer tickets between departments. Once we started rolling this out, more departments asked to be added on, because they were impressed with the system. We also have a huge network of external users who communicate with our support departments almost exclusively through Kayako.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

I wanted to use Kayako as a less complex replacement of Zendesk for customer support. It included the support channels I required, like Email, Chat, Facebook and Twitter.

Likelihood to Recommend

Features might work for you, but don't expect any support from them. For them, a trial user is not handled the same as a paying user, at least that is what the sales employee said. Support keeps you waiting forever until your trial period is over.

Use Cases and Deployment Scope

Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system).

Likelihood to Recommend

For small businesses that do not get a large number of messages, it is very well suited. The main factor would be the price which is quite low in comparison to the competition. There is a mobile app as well with very few features, but it is good for notifications.

Use Cases and Deployment Scope

Our entire organization uses Kayako to conduct business. It is used to transfer work from one person to another, escalate to another group and until just recently, track efforts in our Development Department.

It is a very easy way to understand what issues a customer has, what the status of that issue is, who had it, what is the history of the effort on the customer's behalf and who has done what so far.

Likelihood to Recommend

We really like it to manage our customer interactions. It also has a chat feature (which we don't use yet) but understands that it is quite good.

Use Cases and Deployment Scope

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

Likelihood to Recommend

It is well suited for anyone requiring an easy to set up helpdesk. For existing customers on perpetual licenses, the new charging strategy that Kayako has forced is extremely expensive and results in loss of license if now paid on an annual basis. Perpetual doesn’t mean perpetual at Kayako.

Use Cases and Deployment Scope

Kayako was selected to replace an in-house ticketing system. We transitioned our web-hosting platform to another vendor and Kayako was one of the recommended ticketing systems. Kayako was being used to handle all in-bound and out-bound email communication with customers as well as using their integrated chat program. Kayako allowed us to organize our customers' communications.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

I work for a managed service provider (MSP). We've found Kayako to be a powerful tool for keeping track of service requests and trouble tickets across our 30+ different client companies. It keep the workflow of the day-to-day help desk organized via automated tasks and custom widgets. We mainly use Kayako for our internal staff of IT technicians, but it does have functions that tie into the heart of our other departments as well, including our marketing and sales teams. For instance on our main website there are chat functions that tie into Kayako that allow prospective customers to interface with us right away while browsing our website.

Likelihood to Recommend

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.