Kayako
Overview
What is Kayako?
Recent Reviews
Awards
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Popular Features
View all 13 features- Email support (9)8.080%
- Organize and prioritize service tickets (10)8.080%
- Ticket response (10)8.080%
- Ticket creation and submission (10)8.080%
Video Reviews
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Pricing
View all pricingInbox
$15.00
Growth
$30.00
Scale
$60.00
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
Product Details
- About
- Competitors
- Tech Details
- FAQs
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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
Attribute Ratings
Reviews
(1-4 of 4)- Popular Filters
A solid, stable, feature-loaded help desk
- Ticketing system.
- Multiple departments/groups.
- Ease of use for all users.
- Insight and reporting.
- SLA Management and visibility.
- 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.
- Ticketing
- SLA Tracking
- Quick responses to questions.
- Gives users a platform to submit trouble tickets, including security issues.
- Created a collaborative support culture.
- Spiceworks and Zendesk
Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform.
We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.
Kayako worked great while it lasted
- 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 manage Help Tickets, communicate with our users, document all our past tickets, and create a knowledge base to help users and personnel look up and store past issues and solutions.
- Help Desk Ticketing
- Knowledge Base
- The usability could be improved to reduce the learning curve.
- Make it easier to reply to a customer
- Kayako was fairly priced at the time for the On-Prem solution, so good ROI because the investment was small
Kayako Review
- 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.
- 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.
- Don't know
- 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.
Keep customers coming back with Kayako
- 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.
- 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
- Familiarity with Linux and the LAMP/LEMP stack is essentially if you are using the self hosted version
- We don't use the SaaS offering but I imagine it would be a lot more hands off
- 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
- Users dragged their feet and did not want to change their very broken workflow