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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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Learn from top reviewers

I believe that buyers should beware of Kayako

Rating: 1 out of 10
March 24, 2024
Vetted ReviewVerified User
We used Kayako as our main ticket and helpdesk system to provide automated ticket generation and job management.
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Verified user
Director
Kayako10 years of experience

Manage support tickets with Kayako

Rating: 7 out of 10
April 23, 2021
IncentivizedVetted ReviewVerified User
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. I...
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Verified user
Employee
Kayako8 years of experience

A solid, stable, feature-loaded help desk

Rating: 5 out of 10
April 20, 2021
IncentivizedVetted ReviewVerified User
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 ...
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Verified user
Technician
Kayako7 years of experience

Kayako worked great while it lasted

Rating: 5 out of 10
February 19, 2020
IncentivizedVetted ReviewVerified User
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.Kayako allowed us to easily...
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Jon Shurtliff
Vice-President - Information Technology
Vice President of Information Technology
3form
Kayako5 years of experience

Highly Priced Support/Upgrades

Rating: 1 out of 10
October 17, 2017
Vetted ReviewVerified User
The download version is excellent software and has many great features for supporting customers via email, telephone, and live chat.
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Zane Lucas
Director - Corporate
Director
Interbit Corporation Pty Ltd
Kayako11 years of experience
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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
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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 Competitors

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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 22)

I believe that buyers should beware of Kayako

Rating: 1 out of 10
March 24, 2024
Verified User
Director in Information Technology
Education Management Company, 501-1000 employees
Vetted Review
Verified User
Kayako
10 years of experience
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.

Kayako worked great while it lasted

Rating: 5 out of 10
Incentivized
February 19, 2020
JS
Jon Shurtliff
Vice President of Information Technology
3form (Plastics, 501-1000 employees)
Vetted Review
Verified User
Kayako
5 years of experience
View profile
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.

A solid, stable, feature-loaded help desk

Rating: 5 out of 10
Incentivized
April 20, 2021
Verified User
Technician in Information Technology
Education Management Company, 51-200 employees
Vetted Review
Verified User
Kayako
7 years of experience
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.

Manage support tickets with Kayako

Rating: 7 out of 10
Incentivized
April 23, 2021
Verified User
Employee in Other
Computer Software Company, 11-50 employees
Vetted Review
Verified User
Kayako
8 years of experience
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.

Highly Priced Support/Upgrades

Rating: 1 out of 10
October 17, 2017
ZL
Zane Lucas
Director
Interbit Corporation Pty Ltd (Information Technology and Services, 51-200 employees)
Vetted Review
Verified User
Kayako
11 years of experience
View profile
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.
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