A solid, stable, feature-loaded help desk
Updated April 20, 2021

A solid, stable, feature-loaded help desk

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Kayako

We currently use Kayako as a company-wide ticketing system. We have multiple departments set up, and the whole experience is quite seamless. It's great being able to transfer tickets between departments. Once we started rolling this out, more departments asked to be added on, because they were impressed with the system. We also have a huge network of external users who communicate with our support departments almost exclusively through Kayako.
  • Ticketing system.
  • Multiple departments/groups.
  • Ease of use for all users.
  • Insight and reporting.
  • SLA Management and visibility.
  • Price continues to increase.
  • There are some quirky errors, sometimes a response isn't recorded properly and an SLA is missed because of it. Sometimes an error message pops up that doesn't actually affect anything.
  • Could always use more reporting.
  • Macros could be a little more configurable.
  • The performance has been really bad lately. Minutes to load tickets, or the inability to log in.
  • Ticketing
  • SLA Tracking
  • Quick responses to questions.
  • Gives users a platform to submit trouble tickets, including security issues.
  • Created a collaborative support culture.
Kayako is way more scalable than Spiceworks' helpdesk offering. We had trouble visualizing our current layout within their environment.

Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform.

We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.

Do you think Kayako delivers good value for the price?

No

Are you happy with Kayako's feature set?

Yes

Did Kayako live up to sales and marketing promises?

No

Did implementation of Kayako go as expected?

Yes

Would you buy Kayako again?

No

When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department.

There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

Kayako Feature Ratings

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

Kayako Support

We haven't had many issues with Kayako as a whole. However, when we do it's usually not a quick thing. We've been left hanging for days in the past, but usually, things do get resolved. It's a bit ironic for a company that supplies the tools it does. Lately there have been massive performance issues and there's times where they do not reply until hours after service is restored.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes. We believe that premium support is necessary for such an important system. It's sad they really don't hold their end of the bargain anymore. When we used their on-premise version they were attentive, and supported most of the issues we'd run into. Now, it's difficult to get any support.
Yes - Early on, yes, but within the last 6 months we've had many issues, and none of them seem to be fully resolved, and none in any kind of timely fashion. We don't know when anything goes down until we're waiting for pages/tickets to open and nothing happens. Then we open a ticket, (don't try emailing the support box on their website, it doesn't work!) and we wait hours, things get restored and we get a generic "there was a system wide outage today for x hours"