TrustRadius
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.Look nice at first, but don't expect support from KayakoI wanted to use Kayako as a less complex replacement of Zendesk for customer support. It included the support channels I required, like Email, Chat, Facebook and Twitter.,Easy to use interface. All support channels in one place (except that Facebook didn't work). Mobile app for incoming notifications (that didn't work).,Their support team is worthless (no support at all). Very aggressive sales team (but doesn't support their customers). Core features do not work and they have no intention to fix them.,1,None,Zendesk and Zendesk Chat (formerly Zopim),Zendesk, Zendesk Chat (formerly Zopim)Pleasant but insufficient. Suitable for small businesses.Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system).,Simple, clean interface. Customizable to suit individual companies' needs. Responsive customer support.,More customization options required. More effective customer support. A bit buggy.,6,It helped clean up a messy inbox. It helped organize and distribute the work to the support team. It overcomplicated certain matters (such as ticket reopen scheduling and integration with third-party software).,HubSpot, Zendesk and Salesforce.com,HubSpot, Trello, ZapierKayako is BETTER than you think!Our entire organization uses Kayako to conduct business. It is used to transfer work from one person to another, escalate to another group and until just recently, track efforts in our Development Department. It is a very easy way to understand what issues a customer has, what the status of that issue is, who had it, what is the history of the effort on the customer's behalf and who has done what so far.,Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other. Nice dashboard view.,I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved. There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed. Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed.,8,It is very affordable and does a great job based on its cost.,Clarify and RemedyforceHighly Priced Support/UpgradesThe download version is excellent software and has many great features for supporting customers via email, telephone, and live chat.,Customer Service Tickets Live Chat Functionality,Terrible Customer Service Overpriced Support Charges For Existing Customers Many Bugs - Requiring An Expensive Support Agreement,1,The cost is extremely high for existing customers and the new charges for support and upgrades are excessive.,Freshdesk, Teamwork Desk, Help.comKayako is great, but maybe not for the larger enterprise organization.Kayako was selected to replace an in-house ticketing system. We transitioned our web-hosting platform to another vendor and Kayako was one of the recommended ticketing systems. Kayako was being used to handle all in-bound and out-bound email communication with customers as well as using their integrated chat program. Kayako allowed us to organize our customers' communications.,Kayako's chat system is very easy to use and set up. It integrates well with their control panel and organizes customer data. Kayako makes it easy to communicate with your customers. The built-in reports that Kayako provides are a good start to being able to monitor the work performed by staff.,Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing. Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer. Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.,7,Kayako is relatively inexpensive when you look at all the vendors in that field, however, you also get what you pay for in some aspects. Kayako tends to raise pricing without notice. Kayako was a great tool to use until we "outgrew" it. We are now using Oracle Service Cloud which allows better integration with Salesforce.,Oracle Service Cloud,Salesforce.com, Gainsight, Zuora, ServiceNow, Oracle Service CloudKayako for Managed Service Providers (MSPs)I work for a managed service provider (MSP). We've found Kayako to be a powerful tool for keeping track of service requests and trouble tickets across our 30+ different client companies. It keep the workflow of the day-to-day help desk organized via automated tasks and custom widgets. We mainly use Kayako for our internal staff of IT technicians, but it does have functions that tie into the heart of our other departments as well, including our marketing and sales teams. For instance on our main website there are chat functions that tie into Kayako that allow prospective customers to interface with us right away while browsing our website.,Automated workflows. The workflows and email parser rules in Kayako are versatile and easy to set up, and saves you the trouble of having to create reoccurring tickets and manually assigning technicians for each ticket. Custom fields. Without custom fields there would be no way for us to effectively keep track of our 30+ different client companies. They can be added on the fly as well so you'll never feel 'trapped' within the set fields that come with the program. Reporting. The report builder that uses 'KQL as a query language (based on SQL) is easy to learn and allows you to pull relevant information/statistics from your help desk using specifications that you set yourself -- and ties back into automation via scheduled generated email reports.,Custom fields. Although we love the custom fields in Kayako there is still some room for improvement regarding them. For instance, while browsing tickets, you cannot sort/search display columns via custom fields you have created. You can only sort/search by pre-programmed fields in Kayako. Email parser rules. This ties back to some of the limitations with custom fields. At the time of this writing we cannot create email parser rules using custom fields we have created as a criteria. The built-in chat feature. While the chat feature is great for interfacing with outside customers, it could do better in terms of being more convenient for internal staff. We wish we could have a 'technician group chat' that stays open on a continuous basis so that our technicians can communicate via Kayako more effectively. But at the moment, when you close a chat, it stays closed and you cannot 'reopen' it.,8,Kayako has helped our business to grow by allowing us to scale our help desk to accommodate more client companies in an efficient manner. Kayako has allowed our customers to have more direct control over their help desk tickets and has made it easier for them to interface directly with our help desk staff. The built-in chat features in Kayako that tie to our main website has allowed prospective customers to chat with our sales teams right away, resulting in more business.,Spiceworks,Evernote, Google Hangouts, TrelloKayako 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 knowledge baseWe are currently using Kayako as a knowledge base and ticketing system. Users can login and create support tickets for IT as well as find self help documentation. Kayako is being used across the institution for student, employee, and faculty support for IT and academic technology needs.,Easy to use ticketing system for support requests. Easy ticketing tracking system for our support techs to monitor and assign tickets as needed. Nice knowledge base for self support documentation.,Easy to tag self support documents, however not clever enough to bring most used documentation to top of search list. We have not found a way to get numbers on most searched tags. Inexpensive compared to other knowledge base platforms.,8,Kayako does not have the ability (at least we have not found it) to report on most searched tags/documents. Can be difficult to attach files or images to tickets. The interface could use some work. The interface can be difficult and the color contrast of design is not very strong.Kayako 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
38 Ratings
Score 4.2 out of 101
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Kayako Reviews

Kayako
38 Ratings
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Score 4.2 out of 101

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Joshua Tobiansky profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Kayako is relatively inexpensive when you look at all the vendors in that field, however, you also get what you pay for in some aspects.
  • Kayako tends to raise pricing without notice.
  • Kayako was a great tool to use until we "outgrew" it. We are now using Oracle Service Cloud which allows better integration with Salesforce.
Read Joshua Tobiansky's full review
Jericho Fulgencio profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Kayako has helped our business to grow by allowing us to scale our help desk to accommodate more client companies in an efficient manner.
  • Kayako has allowed our customers to have more direct control over their help desk tickets and has made it easier for them to interface directly with our help desk staff.
  • The built-in chat features in Kayako that tie to our main website has allowed prospective customers to chat with our sales teams right away, resulting in more business.
Read Jericho Fulgencio's full review
CJ Estel profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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.
Read CJ Estel's full review
Marie McCourt profile photo
June 03, 2015

Kayako Supports

Score 4 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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
Read Marie McCourt's full review
Douglas Deitle profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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.
Read Douglas Deitle's full review
Derrick Green profile photo
December 19, 2014

Kayako Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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.
Read Derrick Green's full review
Nathaniel Bannister profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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.
Read Nathaniel Bannister's full review
Anthony Karas profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • 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.
Read Anthony Karas's full review
No photo available
March 18, 2016

Kayako knowledge base

Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Kayako does not have the ability (at least we have not found it) to report on most searched tags/documents.
  • Can be difficult to attach files or images to tickets.
  • The interface could use some work. The interface can be difficult and the color contrast of design is not very strong.
Read this authenticated review

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)
5.2
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