Pros and Cons of Kayako 2024

Q: What are Kayako's top competitors?

Desk.com (discontinued) , Freshdesk , and HelpSpot are common alternatives for 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 be…

Learn from top reviewers

I believe that buyers should beware of Kayako

Rating: 1 out of 10

March 24, 2024

Vetted ReviewVerified User

We used Kayako as our main ticket and helpdesk system to provide automated ticket generation and job management.

Verified user

Director

10 years of experience

Manage support tickets with Kayako

Rating: 7 out of 10

April 23, 2021

IncentivizedVetted ReviewVerified User

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 paper trail and client communications. I...

Verified user

Employee

8 years of experience

A solid, stable, feature-loaded help desk

Rating: 5 out of 10

April 20, 2021

IncentivizedVetted ReviewVerified User

We currently use Kayako as a company-wide ticketing system. We have multiple departments set up, and the whole experience is quite seamless. It's great being able to transfer ...

Verified user

Technician

7 years of experience

Kayako worked great while it lasted

Rating: 5 out of 10

February 19, 2020

IncentivizedVetted ReviewVerified User

We used Kayako as our primary IT Help Desk ticketing system. We purchased and used the On-Prem version and quite some success in its implementation.Kayako allowed us to easily...

Jon Shurtliff

Vice-President - Information Technology

Vice President of Information Technology

3form

5 years of experience

Highly Priced Support/Upgrades

Rating: 1 out of 10

October 17, 2017

Vetted ReviewVerified User

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

Zane Lucas

Director - Corporate

Director

Interbit Corporation Pty Ltd

11 years of experience

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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

2

Avg 7.8

1
Organize and prioritize service tickets
(11) Ratings
Prioritize tickets to ensure most urgent are tackled first
1
Expert directory
(5) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
1
Subscription-based notifications
(8) Ratings
Users subscribe to notifications for ticket updates
1
ITSM collaboration and documentation
(7) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
7
Ticket creation and submission
(11) Ratings
Users and agents can easily enter new support requests.
1
Ticket response
(11) Ratings
Agents can easily follow up with customers.

Self Help Community

Features that allow customers to self-service for support issues.

1

Avg 7.6

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.

1

Avg 7.6

1
Customer portal
(7) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
1
IVR
(2) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
1
Social integration
(4) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
1
Email support
(10) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
1
Help Desk CRM integration
(6) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Product Details

About
Competitors
Tech Details
FAQs

What is Kayako?

Kayako Competitors

Kayako Technical Details

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	No

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 (discontinued), Freshdesk, and HelpSpot are common alternatives for Kayako.

Reviewers rate Ticket creation and submission highest, with a score of 7.

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 From Top Reviewers

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(1-5 of 22)

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I believe that buyers should beware of Kayako

Rating: 1 out of 10

March 24, 2024

Verified User

Director in Information Technology

Education Management Company, 501-1000 employees

Vetted Review

Verified User

10 years of experience

Pros

Tickets
Helpdesk
Allocation

Cons

I would like to see ethical pricing
I would like to see ethical contracts
Intext pictures and rich content formatting

Kayako worked great while it lasted

Rating: 5 out of 10

Incentivized

February 19, 2020

JS

Jon Shurtliff

Vice President of Information Technology

3form (Plastics, 501-1000 employees)

Vetted Review

Verified User

5 years of experience

View profile

Pros

Help Desk Ticketing
Knowledge Base

Cons

The usability could be improved to reduce the learning curve.
Make it easier to reply to a customer

A solid, stable, feature-loaded help desk

Rating: 5 out of 10

Incentivized

April 20, 2021

Verified User

Technician in Information Technology

Education Management Company, 51-200 employees

Vetted Review

Verified User

7 years of experience

Pros

Ticketing system.
Multiple departments/groups.
Ease of use for all users.
Insight and reporting.
SLA Management and visibility.

Cons

Price continues to increase.
There are some quirky errors, sometimes a response isn't recorded properly and an SLA is missed because of it. Sometimes an error message pops up that doesn't actually affect anything.
Could always use more reporting.
Macros could be a little more configurable.
The performance has been really bad lately. Minutes to load tickets, or the inability to log in.