TrustRadius
Look nice at first, but don't expect support from Kayako
https://www.trustradius.com/help-deskKayakoUnspecified4.737101
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May 14, 2019

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

Score 1 out of 101
Vetted Review
Verified User
Review Source

Software Version
Other

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
6
Subscription-based notifications
1
ITSM collaboration and documentation
5
Ticket creation and submission
6
Ticket response
1
External knowledge base
1
Internal knowledge base
3
Customer portal
6
Social integration
1
Email support
6
Help Desk CRM integration
6