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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 SupportsAt StyleEase Software, LLC, we use Kayako as our Support Ticket system. This is mainly used in the support department, but it can also be used for wholesale questions.,It creates an easy interface for answering tickets from a regular computer screen. It allows you to categorize well, so that you can create reports of common problems. You can customize support ticket issues to get more detailed information.,Kayako needs to make it easier to use our ticketing system on the go. It is very difficult to use on an iPad or iPhone, for example. They could make the system a little less clunky, and easier to manage from the Admin side. I'd like to feel like the system is more up to date with other software out there.,4,We have better customer service, and less dropped conversations The ROI is worth it, because we are not losing tickets to spam filters as often,,3,2,7,9,8Keep customers coming back with KayakoWe implemented Kayako Fusion (download) as a way to streamline the relationship between our Customer Service team and our customers. It allows us to use canned replies for common issues while still maintaining a very hands on feel to our customer interactions. We elected to use the self-hosted version and have had a great experience with it even during our heaviest traffic spikes.,Over the years they've continued to enhance the product and user experience on all fronts. Changes have always felt well thought out and purposeful and the UI has only gotten easier to use over time. Kayako's mail parser allows you to easily sort, prioritize, and present the information needed by your staff to easily tackle an onslaught of customer tickets. The system has scaled very easily over the years. We use it for one of our Retail sites that has anywhere from 10k to 15k unique views a day and it has never felt sluggish or degraded even under a heavy load.,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.,8,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.,Zendesk,LivePerson,10,8,1,Live Chat for customer facing support Handles all inbound email for our customer service team Provides reporting to our Management team re: the efficacy of the CS Team,We continue to add ticket parsing and filtering as a way to make sure the right people see the right tickets As new issues develop we continue to add canned replies to aid our team,Implemented in-house,No,Change management was a big part of the implementation and was well-handled,Users dragged their feet and did not want to change their very broken workflow,9,9,Yes,Kayako support went above and beyond by helping me work out kinks with what at the time was a technically unsupported configuration (we had accidentally upgraded to too new of a version of PHP)
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Kayako
38 Ratings
Score 4.2 out of 101
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Kayako Reviews

Kayako
38 Ratings
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Score 4.2 out of 101

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Reviews (1-2 of 2)

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Marie McCourt profile photo
June 03, 2015

Kayako Supports

Score 4 out of 10
Vetted Review
Verified User
Review Source

Implementation

9
Implementation was smooth. We hired a company to "skin" the help desk for us, to match our website. It was less expensive than learning it ourselves. Everything is simple to figure out, and it has worked well since, even with upgrades.
Read Marie McCourt's full review

Feature Scorecard Summary

Organize and prioritize service tickets (7)
7.4
Expert directory (3)
9.0
Subscription-based notifications (5)
4.8
ITSM collaboration and documentation (5)
6.5
Ticket creation and submission (7)
8.0
Ticket response (7)
5.3
External knowledge base (7)
4.9
Internal knowledge base (6)
6.0
Customer portal (5)
6.4
IVR (1)
8
Social integration (2)
1.0
Email support (6)
8.2
Help Desk CRM integration (4)
6.5

About 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.

Categories:  Live Chat,  Help Desk

Kayako Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

Kayako Technical Details

Operating Systems: Unspecified
Mobile Application:No