Kayako Reviews

41 Ratings
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Score 6.0 out of 100

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Reviews (1-11 of 11)

CJ Estel | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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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 | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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 | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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 | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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.
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Anonymous | TrustRadius Reviewer
July 23, 2014

"Catchy Title"

Score 5 out of 10
Vetted Review
Verified User
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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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Feature Scorecard Summary

Organize and prioritize service tickets (8)
8.3
Expert directory (3)
9.0
Subscription-based notifications (5)
4.8
ITSM collaboration and documentation (5)
6.4
Ticket creation and submission (8)
8.4
Ticket response (8)
6.3
External knowledge base (7)
4.5
Internal knowledge base (6)
5.9
Customer portal (6)
7.7
IVR (1)
8
Social integration (3)
4.6
Email support (7)
8.7
Help Desk CRM integration (5)
7.7

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