Pleasant but insufficient. Suitable for small businesses.
February 04, 2019
Pleasant but insufficient. Suitable for small businesses.
Score 6 out of 10
Vetted Review
Verified User
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.