Kayako

Kayako

Score 7.5 out of 10
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...
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Recent Reviews

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Email support (9)
    8.0
    80%
  • Organize and prioritize service tickets (10)
    8.0
    80%
  • Ticket response (10)
    8.0
    80%
  • Ticket creation and submission (10)
    8.0
    80%

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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

7Avg 8.1

Self Help Community

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

7.3Avg 8.0

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.

8.4Avg 8.0
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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 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 Customer portal and Help Desk CRM integration highest, with a score of 9.3.

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 and Ratings

 (45)

Attribute Ratings

Reviews

(1-21 of 21)
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April 23, 2021

Manage support tickets with Kayako

Verified User
Employee in Other
Computer Software Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
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.
April 20, 2021

A solid, stable, feature-loaded help desk

Verified User
Technician in Information Technology
Education Management Company, 51-200 employees
Score 5 out of 10
Vetted Review
Verified User
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.
February 19, 2020

Kayako worked great while it lasted

Jon Shurtliff | TrustRadius Reviewer
Jon Shurtliff
Vice President of Information Technology
3form (Plastics, 501-1000 employees)
Score 5 out of 10
Vetted Review
Verified User
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.
May 14, 2019

Look nice at first, but don't expect support from Kayako

Verified User
Manager in Information Technology
Information Technology and Services Company, 1-10 employees
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
February 04, 2019

Pleasant but insufficient. Suitable for small businesses.

Verified User
Manager in Customer Service
Aviation & Aerospace Company, 11-50 employees
Score 6 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
October 17, 2017

Highly Priced Support/Upgrades

Zane Lucas | TrustRadius Reviewer
Zane Lucas
Director
Interbit Corporation Pty Ltd (Information Technology and Services, 51-200 employees)
Score 1 out of 10
Vetted Review
Verified User
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.
October 05, 2016

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

Joshua Tobiansky | TrustRadius Reviewer
Joshua Tobiansky
General Manager
HOSTING (Internet, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
September 06, 2016

Kayako for Managed Service Providers (MSPs)

Jericho Fulgencio | TrustRadius Reviewer
Jericho Fulgencio
IT Project Coordinator
SwiftTech Technology Solutions LLC (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
March 18, 2016

Kayako knowledge base

Verified User
Technician in Information Technology
Higher Education Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
April 08, 2015

Kayako API and direct database access

CE
CJ Estel
Technical Support Engineer
CoverMyMeds (Telecommunications, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
February 25, 2015

Kayako is a Great Product!

Verified User
Employee in Sales
Computer Software Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
August 01, 2014

Keep customers coming back with Kayako

Nathaniel Bannister | TrustRadius Reviewer
Nathaniel Bannister
System Administrator
Shore Power Inc (Retail, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
  • 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.
July 29, 2014

My review of Kayako Fusion

AK
Anthony Karas
IT Intern
Columbia Sportswear (Utilities, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
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