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Kayako

Kayako

Overview

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…

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Pricing

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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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

2
Avg 8.0

Self Help Community

Features that allow customers to self-service for support issues.

1
Avg 7.8

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

1
Avg 7.7
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Product Details

What is Kayako?

Kayako Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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 starts at $29.

Desk.com (discontinued), Freshdesk, and HelpSpot are common alternatives for Kayako.

Reviewers rate Ticket creation and submission highest, with a score of 7.

The most common users of Kayako are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews From Top Reviewers

(1-5 of 18)

Kayako worked great while it lasted

Rating: 5 out of 10
February 19, 2020
JS
Vetted Review
Verified User
Kayako
5 years of experience
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.

A solid, stable, feature-loaded help desk

Rating: 5 out of 10
April 20, 2021
Vetted Review
Verified User
Kayako
7 years of experience
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.

Kayako is great, but maybe not for the larger enterprise organization.

Rating: 7 out of 10
October 05, 2016
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.

Kayako for Managed Service Providers (MSPs)

Rating: 8 out of 10
September 06, 2016
JF
Vetted Review
Verified User
Kayako
3 years of experience
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.
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