Kayako is great, but maybe not for the larger enterprise organization.
Updated October 05, 2016

Kayako is great, but maybe not for the larger enterprise organization.

Joshua Tobiansky | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Kayako

Kayako was selected to replace an in-house ticketing system. We transitioned our web-hosting platform to another vendor and Kayako was one of the recommended ticketing systems. Kayako was being used to handle all in-bound and out-bound email communication with customers as well as using their integrated chat program. Kayako allowed us to organize our customers' communications.
  • Kayako's chat system is very easy to use and set up. It integrates well with their control panel and organizes customer data.
  • Kayako makes it easy to communicate with your customers.
  • The built-in reports that Kayako provides are a good start to being able to monitor the work performed by staff.
  • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
  • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
  • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
  • 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.
Kayako is a great tool for the service industry. I think it is better suited for businesses that do 1-off interactions rather than using it to manage and maintain a larger repeat customer base. This was just our opinion based on the industry we are in. We are in the hosting industry and IaaS and SaaS industry and we usually have multiple contacts for each organization. Kayako also does not easily interract with any CSM tools you may use so keeping up with user accounts is pretty impossible.
Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.

Kayako Feature Ratings

Organize and prioritize service tickets
Expert directory
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Email support
Help Desk CRM integration