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 …
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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 …
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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 …
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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 …
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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, …
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"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 …
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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

(1-21 of 21)
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Score 5 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Jon Shurtliff | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
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.
Zane Lucas | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
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.
Joshua Tobiansky | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Jericho Fulgencio | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Score 1 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Access to the API and to the raw database were the major pro's from my standpoint. Though it is more work to manage your own instance of Kayako, that was preferred for our installation. I wouldn't think you would get the direct database access to script against through their hosted version.
Nathaniel Bannister | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • The amount of technical talent you have in house will likely need to be factored into whether or not you buy into the SaaS or Self-hosted packages that they offer.
  • The Self-hosted variant allows a lot more customization but will require at least a familiarity with Linux and the LAMP/LEMP stack to get the application performing the way it needs to.
  • There are multiple editions, Fusion, Engage, and Case. You will need to look carefully at how each offerings features aligns with your needs as you may be able to save money by using one of the two pared down versions.
  • There is no official Kayako Desktop client for OS X or Linux which is unfortunate as it is a much more cohesive experience for the Customer Service Reps to use.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is suitable when you want a reliable, fast responding help desk system that doesn't need a lot of customization in order to get it working. It is also helpful when your users are somewhat technically minded or willing to go through a bit of training in order to get up to speed on the product.
March 18, 2016

Kayako knowledge base

Score 8 out of 10
Vetted Review
Verified User
Review Source
Kayako is best for support ticketing needs as well as knowledge base (self help) documentation. Users can easily enter tickets that are then routed to the appropriate support tech. If users need immediate help they can search the knowledge base for support documentation. The knowledge base is easy to manage with the addition/editing/removal of any documents we have. This enables a 24/7 support hub for those users who wish to follow documentation. Otherwise they can log a ticket for one of our techs to further troubleshoot and resolve issues.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Kayako has been great for our business. We use this program across the company and find that it's a very efficient tool. The only issue we have with Kayako is the search engine, we find it difficult to use. Overall, it's a great system.