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%

Video Reviews

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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 8.1
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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, 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

(1-11 of 11)
Popular Filters
Companies can't remove reviews or game the system. Here's why
February 26, 2015

Kayako: Many benefits at a reasonable cost.

Douglas Deitle | TrustRadius Reviewer
Douglas Deitle
BUSINESS ANALYST (2011 - Present); MANAGER, BENEFITS ADMINISTRATION (2003 - 2011)
Tegrit Group (Financial Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Renew
5
Product currently meets our needs and is cost effective. However, we were recently purchased by a larger company who has their own software so it is unknown if we will continue to use this software.
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 Renew
10
Price is a major factor for us. We have a small number of employees and find this suitable for our budget. We also like Kayako's ability to easily setup different departments so that tickets may be allocated accurately.
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 Renew
10
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
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 Renew
7
I am no longer working for the same company that was using Fusion, but I really liked working with Fusion and the setup and administration of the system was all-around positive for me. I would suggest the system to anyone looking to get their help desk up and running quickly, but would also like the oiption of expanding it in the future as the business learns what demands it has for the new software.
July 23, 2014

"Catchy Title"

Verified User
Administrator in Information Technology
Utilities Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Likelihood to Renew
8
So far, this is the norm for us. We have gotten used to this and for a change to happen, we would need a significant change in functionality. The new medium would have to have everything that Kayako is lacking and at a more appealing price point. This hasn't happened yet.
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