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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 API and direct database accessKayako was used at a past organization for support tickets via email. We restricted use to email in most cases and did not expose the Kayako interface to our customers. We wanted a simple email address they could send support requests to that would allow us to track and distribute work to employees. Kayako provided this. We purchased and hosted Kayako in-house so there were not any 3rd party dependencies.. Kayako has an API that allowed us to build tools to interface and expand Kayako's functionality. We used the API to build a website that would show how many tickets were in queue and would alert the help desk to new tickets from a large display with an audible noise that had the website up 24x7. This allowed for us to have very quick response times to new tickets that came in as they had to be acknowledged to make the loud beeping alert stop. Since Kayako runs on an open source database (mysql) and we had control of the infrastructure that it was hosted on, it allowed us to directly interface the database to further expand functionality. We built a billing module outside of what Kayako offers for billing that allowed us to pull the specific data we needed to bill our customers. This gave us the capability to apply different rules to customers and how they were billed based on defined rules we setup. The custom interface also put data in a format that was easier to work with for our billing department. From a technical standpoint Kayako is versatile, but there are some oddities to the way they track certain things that may require internal business rules. For instance, they have the time worked and time billed as separate fields on a ticket. This can be very nice if used correctly, but seemed redundant to employees and sometimes they would not input data correctly. This was another reason we elected to write our own billing module so that we could have more insight into what data was pulled and highlight areas that may have been worked but not billed so that the differences could be investigated. Kayako stores almost everything in the database. This is very nice for modifying things and not needing permissions on a bunch of directories for configurations and file uploads. For our organization (less than 10 users) this worked great and we never had any problems. I did worry about what response times would be from the database and if it would slow down in the event we were to have a large number of concurrent users. Every page load had numerous queries to the database. I would think it could benefit from memcached to assist in scaling to larger environments. File attachment storage location was a configurable option as to whether they were stored in the database or on the file system, so that gave the option of keeping the database footprint much smaller. Backups of Kayako were very straight forward. We backed up the directory for the webserver with rsync every hour, and the database was backed up daily with mysqldump and we also stored incremental backups every 15 minutes from mysql's binary logs. Overall we were happy with how Kayako performed. It is not the cheapest system we evaluated, but it did work better than many of the open source solutions we evaluated.,Kayako handles email integration through pop very well Kayako is very configurable Kayako's API was well documented and easy to implement custom scripts against.,Kayako has a large number of queries to the database for each page load. This is fine for small installations, but I would think it could become a burden in large instances (this is for self hosted version only) Kayako allows for so much information that it can take awhile to get it configured to just ask for what you need and not overwhelm you with options Not necessarily a Kayako issue, but we ran into a problem where a ticket was "stuck in the queue" It turned out that there was an attachment larger than what the php was configured to support, so the ticket would be created, but because the attachment would fail to upload correctly, it would not remove the item from the pop mailbox and it would download it again and again and again until we figured out the issue. If they were to wrap the ticket creation into a transaction and not create the ticket prior to fully processing the message they could then check the error response code on file upload and maybe create a single message that indicated the real problem.,7,Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API. Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.,Spiceworks,1,Implemented in-houseKayako 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,,3,2,7,9,8Kayako: Many benefits at a reasonable cost.Kayako started out being used by our organization as a Help Desk for our IT Department. We are now also using it as a case management/workflow tool for tasks within departments as well as between departments. It allows us to track the calculation process for a distribution request and if the calculations are completed within service level standards.,It is flexible to allow multiple departments to use Kayako for their own needs such as a Help Desk for our IT department and Workflow/Case Management for our Admin and Calculations Departments. It also allows permissions to be set to allow employees access to only their departments information or it can allow an employee access to multiple departments. Kayako will allow our SQL program access to develop reports that KQL is unable to do. Kayako is cost effective for our needs at this point and appears to be able to accommodate our future needs.,I have not tried to use the actual Workflow function for awhile so this issue may have been resolved. When we tried to use it, it was cumbersome and did not offer much flexibility as to meeting the needs of different departments. This may no longer be an issue but if someone was knowledgeable about KQL and knew how another department was set up, they could write a report accessing their data even though they do not have permission to view/edit that departments data. Perhaps adding the function of "Read Receipts" to end-users when opening a ticket. When a ticket is closed, automatically include information from the initial creation of the ticket so the end user knows at a glance what issue has been resolved without looking up the Ticket ID.,8,Kayako has been used as a proactive approach to approving our customer service. If the CSR determines that their may be an issue with a client that needs a manager or directors attention, they can open a ticket. This is then tracked by upper management until it is resolved. A department manager is able to view the workload/tickets of their employees to better delegate future client requests.,,5,Vendor implemented Implemented in-houseKayako ReviewWe use Kayako as our online support interface for all issue affecting our software. In the support department this is the only outside tool we use. This is used across our whole organization as a way to support and track software issues.,Easy to use I have never had a failure Has great reporting features Great interface,I have had only one issue with selecting different views. This is a pretty solid product.,10,I know this helps our efficiency in support! The ability to track all these tickets and see exactly how much work each person is doing is phenomenal.,10,150,Don't know,10,Yes,We had an instance where our interface was not usable for a few hours. They got it back up and running quickly.,Just the everyday tracking of support issues is GREAT. The ability to quickly filter tickets by any measure is incredibly helpful! Color codes are well thought out and give you information about tickets at just a glance.,The views have caused me some issues.,Yes,10,7Keep 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)Kayako has been everything we needed, and more!We would not be able to do our job without Kayako. In the old days, we managed our customer issues in a Gmail inbox. This caused for double work, employees tripping over each other, and accidentally deleting information. This caused pain for ourselves and our customers when their issues would slip through the cracks. With Kayako all those pains are gone. We love Kayako!!!,Work with multiple team members at the same time on multiple chains of communication. Keep on track of daily duties. Stay organized.,They really do everything that we need. I know we don't take advantage of all the features that they offer.,10,We use Kayako to manage our daily work responsibilities and customer needs. We couldn't do our job without Kayako.,,2,10Kayako. Support and even more. Great internal communication system.I would have to say I was surprised on how much I enjoyed working with Kayako. Fairly easy to program (learned it 100% self taught), reliability was nice, customer service/support was always great. Check the hours their support is open. Make sure you know "emergency contacts" for them. If using SAAS remember it's a shared server and someone you share it with could cause downtime through overuse or attacks on system. This only happened a few times but they are pretty good at being reactive to servers being down.,Easy to learn Tons of features Good support,SAAS went down on us a handful of times but I hear servers are stronger now Ability to call and talk to someone. Mostly all email and chat Custom builds for you rather than all self programmed,10,Less mistakes with CSRs Accountability of employees means rewarding those who do best,,9My review of Kayako FusionIt is being used as the US HQ help desk system. All trouble tickets for all departments go through this system to the appropriate IT professional to resolve. The previous system was poor at routing the trouble tickets to the appropriate person to resolve it, and Kayako Fusion ended up being far more reliable and customizable.,Customer service while installing and troubleshooting the application was excellent. Plenty of customization options while still retaining a simple to use and easily understandable UI for the end users. Very fast and reliable response time from the application.,Customizing the UI is difficult to accomplish. The transition from SupportSuite to Fusion was difficult for the users initially, even though Fusion is the upgrade for SupportSuite. Learning curve was a bit steep for non-technical users.,8,Faster and more reliable ticket response times. Less customization up front allows the company to grow with the software rather then assume what they want upfront and hope that they end up using their customizations. Reliable and stable software enables administrators to focus on improvements rather than general health of the system.,OTRS,7Kayako in a NutshellWe use Kayako on a daily basis to organize our client issues, requests and ideas, as well as to communicate directly with them.,Organization of workflow Easy and concise communication Reporting is accurate and easy to use,Search capabilities for tickets and users is less than appealing Merging users with more than one account could be easier,8,Increased employee efficiency Better customer service Workflow organization,none,8Kayako is a Great Product!We use Kayako for sales, support, customer service and accounting. Our customers and potential customers use this to communicate issues, advise of payments, and for troubleshooting technical issues.,Great visibility as far as how old a ticket is and how urgent the issue is. This aids in prioritizing.,The search engine could use improvement, it's very difficult to find things using the search engine.,8,Able to streamline our handoff process from sales to customer service,,4,10"Catchy Title"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 issues and resolutions. For the IT Infrastructure Side: This is being used for change and patch management tracking. For the IT Security Side: This is being used to track permissions requests, and changes in user access. Currently, Kayako is being used in the IT dept only, with no plans to expand further.,The ability to switch between the desktop app and the web-based app is nice. The call and chat function of Kayako is pretty useful The ability to define categories, and subcategories, and exclude them from general search criteria is a nice touch,The Desktop app constantly loses contact with the server, requiring multiple logon requests. The search parameters are overly sensitive, and I was unable to see any defined wildcard characters. The section for defining user permissions has some pitfalls that need to be addressed when setting up a new user.,5,Increased employee efficiency over our previous application.,numara footprints,8
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Kayako
37 Ratings
Score 4.7 out of 101
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Kayako Reviews

Kayako
37 Ratings
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Score 4.7 out of 101

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CJ Estel profile photo
Score 7 out of 10
Vetted Review
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Likelihood to Renew

1
I am no longer with the company that was using this, and they were recently bought out by a larger organization that uses an internally developed software suite. It is unlikely for that reason that they will renew or keep any service with Kayako.
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Douglas Deitle profile photo
Score 8 out of 10
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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.
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Nathaniel Bannister profile photo
Score 8 out of 10
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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
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Anthony Karas profile photo
Score 8 out of 10
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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.
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Score 8 out of 10
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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.
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July 23, 2014

"Catchy Title"

Score 5 out of 10
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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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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)
5.4
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