Kayako

Overview

Reviews

A solid, stable, feature-loaded help desk

5
We currently use Kayako as a company-wide ticketing system. We have multiple departments set up, and the whole experience is quite …
Read full review

Manage support tickets with Kayako

7
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 …
Read full review

Highly Priced Support/Upgrades

1
The download version is excellent software and has many great features for supporting customers via email, telephone, and live chat.

Kayako Supports

4
At StyleEase Software, LLC, we use Kayako as our Support Ticket system. This is mainly used in the support department, but it can also be …

Kayako is BETTER than you think!

8
Our entire organization uses Kayako to conduct business. It is used to transfer work from one person to another, escalate to another group …
Read full review

Kayako Review

10
We use Kayako as our online support interface for all issue affecting our software. In the support department this is the only outside …

Kayako in a Nutshell

8
We use Kayako on a daily basis to organize our client issues, requests and ideas, as well as to communicate directly with them.

Kayako knowledge base

8
We are currently using Kayako as a knowledge base and ticketing system. Users can login and create support tickets for IT as well as find …
Read full review

Kayako is a Great Product!

8
We use Kayako for sales, support, customer service and accounting. Our customers and potential customers use this to communicate issues, …
Read full review

"Catchy Title"

5
Kayako is currently being used in our IT department in a few different roles. For the IT Support Side: This is being used to track user …
Read full review

Popular Features

View all 13 features

Organize and prioritize service tickets (10)

8.1
81%

Ticket response (10)

8.0
80%

Ticket creation and submission (10)

7.9
79%

Reviewer Pros & Cons

View all pros & cons

Pricing

View all pricing

Inbox

$15.00

Cloud
Per User Per Month

Growth

$30.00

Cloud
Per User Per Month

Scale

$60.00

Cloud
Per User Per Month

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $29 per month

Features Scorecard

Incident and problem management

7.0
70%

Self Help Community

7.2
72%

Multi-Channel Help

8.4
84%

Product Details

What is Kayako?

Kayako is a help desk / ticketing product and is available is both SaaS and on-premise configurations. Is is built in PHP and uses my SQL. The product competes with HelpSpot, ZohoSupport, Freshdesk and Zendesk.

The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement.

Kayako Video

Kayako Demo

Kayako Competitors

Kayako Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Alternatives

View all alternatives

Frequently Asked Questions

What is Kayako?

Kayako is a help desk / ticketing product and is available is both SaaS and on-premise configurations. Is is built in PHP and uses my SQL. The product competes with HelpSpot, ZohoSupport, Freshdesk and Zendesk. The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement.

How much does Kayako cost?

Kayako starts at $29.

What is Kayako's best feature?

Reviewers rate Customer portal and Help Desk CRM integration highest, with a score of 9.3.

Who uses Kayako?

The most common users of Kayako are from Mid-size Companies and the Information Technology & Services industry.

Reviews

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why
Score 5 out of 10
Vetted Review
Verified User
Review Source
Kayako is way more scalable than Spiceworks' helpdesk offering. We had trouble visualizing our current layout within their environment.

Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform.

We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.
Jon Shurtliff | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
Jira is much more pricey but more complete. It integrates with our Scrum Board and Agile Software Development platform. So we can much more easily turn Tickets into User Stories, and our techs and devs only have to live in one software platform instead of having to switch between multiple and copy and paste so much.
Joshua Tobiansky | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Kayako is a great tool for the service industry. I think it is better suited for businesses that do 1-off interactions rather than using it to manage and maintain a larger repeat customer base. This was just our opinion based on the industry we are in. We are in the hosting industry and IaaS and SaaS industry and we usually have multiple contacts for each organization. Kayako also does not easily interract with any CSM tools you may use so keeping up with user accounts is pretty impossible.
Jericho Fulgencio | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Kayako beats the competition with the price but unfortunately loses the battle on all other fronts. Simply not enough options, not enough customisability, very nice and friendly customer support but not the most capable. If the code was less buggy it could be a stronger competitor but at this moment it simply doesn't keep up. With some work and overhaul, it could become much better. The experience of using Kayako was not unpleasant. Only insufficient.
Score 1 out of 10
Vetted Review
Verified User
Review Source
Kayako's interface is far less complex than Zendesk, so it looked like a good platform. Unfortunately, the features didn't work and their support team is the worst. I went back to Zendesk and I got everything to work including their chat function. Zendesk just works. You don't need support, have a lot of documentation, and have a live community.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We evaluated Spiceworks and it tried to do too much. Kayako addressed our need for email support and distributing/tracking work without trying to introduce direct monitoring, knowledge base, and all kinds of other tools. It was much simpler to configure for our needs.
Nathaniel Bannister | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Zendesk,LivePerson
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • OTRS
I choose Fusion over OTRS because of the simple nature of the set up and management of Fusion. OTRS required a lot of initial setup and the company was looking for a reliable base system to build onto over time rather than a complex help desk system up front. If you are looking for a help desk system that you can put a lot of time into customizing to your preference, OTRS is a good option. If you want something reliable and easy to set up initially, I would recommend Fusion instead.
July 23, 2014

"Catchy Title"

Score 5 out of 10
Vetted Review
Verified User
Review Source
  • numara footprints
Kayako's interface is definitely better in the "ease of use" category.

I find that the functionality of Kayako trumps Numara in a few different ways, and the search functions are a little bit easier to navigate.