Kayako

Overview

Reviews

A solid, stable, feature-loaded help desk

5
We currently use Kayako as a company-wide ticketing system. We have multiple departments set up, and the whole experience is quite …
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Manage support tickets with Kayako

7
Kayako is used as a ticketing system for our clients to submit tickets for support questions or issues. We use this software to keep a …
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Highly Priced Support/Upgrades

1
The download version is excellent software and has many great features for supporting customers via email, telephone, and live chat.

Kayako Supports

4
At StyleEase Software, LLC, we use Kayako as our Support Ticket system. This is mainly used in the support department, but it can also be …

Kayako is BETTER than you think!

8
Our entire organization uses Kayako to conduct business. It is used to transfer work from one person to another, escalate to another group …
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Kayako Review

10
We use Kayako as our online support interface for all issue affecting our software. In the support department this is the only outside …

Popular Features

View all 13 features

Organize and prioritize service tickets (10)

8.1
81%

Ticket response (10)

8.0
80%

Ticket creation and submission (10)

7.9
79%

Reviewer Pros & Cons

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Pricing

View all pricing

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

Features Scorecard

Incident and problem management

7.0
70%

Self Help Community

7.2
72%

Multi-Channel Help

8.4
84%

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 Video

Kayako Demo

Kayako Competitors

Kayako Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Alternatives

View all alternatives

Frequently Asked Questions

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.

How much does Kayako cost?

Kayako starts at $29.

What is Kayako's best feature?

Reviewers rate Customer portal and Help Desk CRM integration highest, with a score of 9.3.

Who uses Kayako?

The most common users of Kayako are from Mid-size Companies and the Information Technology & Services industry.

Reviews

(1-21 of 21)
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Joshua Tobiansky | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Jericho Fulgencio | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Douglas Deitle | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Nathaniel Bannister | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
March 18, 2016

Kayako knowledge base

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.