Look nice at first, but don't expect support from Kayako
May 14, 2019

Look nice at first, but don't expect support from Kayako

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Kayako

I wanted to use Kayako as a less complex replacement of Zendesk for customer support. It included the support channels I required, like Email, Chat, Facebook and Twitter.
  • Easy to use interface.
  • All support channels in one place (except that Facebook didn't work).
  • Mobile app for incoming notifications (that didn't work).
  • Their support team is worthless (no support at all).
  • Very aggressive sales team (but doesn't support their customers).
  • Core features do not work and they have no intention to fix them.
Kayako's interface is far less complex than Zendesk, so it looked like a good platform. Unfortunately, the features didn't work and their support team is the worst. I went back to Zendesk and I got everything to work including their chat function. Zendesk just works. You don't need support, have a lot of documentation, and have a live community.
Features might work for you, but don't expect any support from them. For them, a trial user is not handled the same as a paying user, at least that is what the sales employee said. Support keeps you waiting forever until your trial period is over.

Kayako Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration