Pleasant but insufficient. Suitable for small businesses.
February 04, 2019

Pleasant but insufficient. Suitable for small businesses.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Kayako

Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system).
  • Simple, clean interface.
  • Customizable to suit individual companies' needs.
  • Responsive customer support.
  • More customization options required.
  • More effective customer support.
  • A bit buggy.
  • It helped clean up a messy inbox.
  • It helped organize and distribute the work to the support team.
  • It overcomplicated certain matters (such as ticket reopen scheduling and integration with third-party software).
Kayako beats the competition with the price but unfortunately loses the battle on all other fronts. Simply not enough options, not enough customisability, very nice and friendly customer support but not the most capable. If the code was less buggy it could be a stronger competitor but at this moment it simply doesn't keep up. With some work and overhaul, it could become much better. The experience of using Kayako was not unpleasant. Only insufficient.
For small businesses that do not get a large number of messages, it is very well suited. The main factor would be the price which is quite low in comparison to the competition. There is a mobile app as well with very few features, but it is good for notifications.

Kayako Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
7
External knowledge base
8
Internal knowledge base
9
Customer portal
7
Social integration
Not Rated
Email support
10
Help Desk CRM integration
7