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%

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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

(1-2 of 2)
Popular Filters
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June 03, 2015

Kayako Supports

Marie McCourt | TrustRadius Reviewer
Marie McCourt
Sales and Support Manager
StyleEase Software, LLC (Computer Software, 1-10 employees)
Score 4 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
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 used for wholesale questions.
Pros and Cons
  • 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.
Likelihood to Recommend
I think Kayako works well for small ticketing systems, but maybe not for full CRM.
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
Alternatives Considered
We only looked at a few. For a small software company, that only wanted to provide better support, it was affordable and easy enough to assimilate into our system.
Users and Roles
3
Support Headcount Required
2
Likelihood to Renew
7
It is easy to stay with both for financial and ease-of-use.
Implementation Rating
9
Implementation was smooth. We hired a company to "skin" the help desk for us, to match our website. It was less expensive than learning it ourselves. Everything is simple to figure out, and it has worked well since, even with upgrades.
Reliability and Availability
8
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
December 20, 2014

Kayako Review

Derrick Green | TrustRadius Reviewer
Derrick Green
Application Support Specialist
ImageTrend (Health, Wellness and Fitness, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We 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.
Pros and Cons
  • 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.
Likelihood to Recommend
I only have experience with it in tracking software issues, but this is a great system if you are looking for a client centric way to handle support.
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.
Likelihood to Renew
10
This is one of the easiest systems I've used! You can come from any background and learn this system within days.
Users and Roles
150
Support and Sales, we mainly use it to track all software issues and to track sales.
Implementation Details / Implementation Partner
  • Don't know
Support Rating
10
We have always had issues fixed in a timely manner with minimal impact on our ability to serve customers.
Bug Resolution
Yes
Within hours we have had all issues resolved.
Exceptional Examples of Kayako Support
We had an instance where our interface was not usable for a few hours. They got it back up and running quickly.
Easy Tasks
  • 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.
Difficult Tasks
  • The views have caused me some issues.
Mobile Interface Availability and Impressions
Yes
I have only used it a few times outside of the office, but it is a great way to provide support without opening your PC.
Usability
10
I did not come from an IT background and I picked this program up quickly.
Reliability and Availability
7
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