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 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: 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)
38 Ratings
Score 4.2 out of 101
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Kayako Reviews

38 Ratings
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Score 4.2 out of 101

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Feature Scorecard Summary

Organize and prioritize service tickets (7)
Expert directory (3)
Subscription-based notifications (5)
ITSM collaboration and documentation (5)
Ticket creation and submission (7)
Ticket response (7)
External knowledge base (7)
Internal knowledge base (6)
Customer portal (5)
IVR (1)
Social integration (2)
Email support (6)
Help Desk CRM integration (4)

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

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Has featureFree Trial Available?Yes
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Entry-level set up fee?No

Kayako Technical Details

Operating Systems: Unspecified
Mobile Application:No