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About Kayako

Kayako is a help desk software as well as a CRM software for keeping both internal team and customers happy. You can monitor customer conversation and queries over any preferred social media channel and facilitates in personalizing customer service. It offers ecommerce support as well. This internal help desk software offers support in diverse arenas like IT, finance & HR. Kayako features live chat, help center ticket and email facilities. It further has the login only Help Center that helps users answer their own queries. It can automate workflow, has virtual forms to fetch the info it requires, offer canned response, generate reports, create user profile, can map customer journey etc.

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Screenshots & Videos

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more
  • Reviews
  • Momentum
  • Popularity

Platforms Supported

  • Browser Based (Cloud)
  • Mobile App (Android, iOS)

Organization Types Supported

  • All (Small, Medium, Large)

API Support

  • Available

Modes of Support

  • 24/7 (Live rep), Business Hours, Online

Kayako Awards

Kayako Features

Help Desk Features

  • Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

Unique Features

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.
Kayako Pricing

Free Trial


No Credit Card Required, Get Started for Free

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Quotation Based )

Pricing Plans

Screenshots of Vendor Pricing Page

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Disclaimer: The pricing details were last updated on 09/04/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Kayako Pricing.

Kayako Alternatives

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Kayako Reviews

User Rating

3.8/5 (Based on 784 Ratings)

Rating Distribution

  • Excellent

  • Very Good

  • Average

  • Poor

  • Terrible


User Sentiments

User-Friendly Interface, Knowledge Base, Email Integration, Ticket Management System

Poor Customer Support, Limited Customization Options, Inadequate Reporting Functionality, Lack of Advanced Features

Do You Use Kayako?

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Review Summary

Kayako receives generally positive reviews for its user-friendly interface, ease of use, comprehensive features, and strong customer support. Reviewers praise its ticketing system, knowledge base, live chat, and reporting capabilities. The software is particularly popular among small businesses and startups due to its affordability and scalability. However, some users have reported occasional technical issues, limited customization options, and a lack of advanced features. Overall, reviewers agree that Kayako is a reliable and efficient customer service solution that can help businesses improve their customer support operations.


  • Easytouse interface that even nontechnical teams can navigate effortlessly.
  • Robust ticketing system that streamlines customer interactions and automates repetitive tasks.
  • Customizable reporting and analytics to gain valuable insights and improve customer service strategies.


  • Occasional glitches and bugs that can disrupt smooth operations and require timely updates.
  • Limited customization options for certain features, restricting advanced configurations to suit specific business needs.

Kayako Reviews

AI-Generated from the text of User Reviews

Videos on Kayako

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Kayako FAQs

What is Kayako used for?

Kayako is Help Desk Software. Kayako offers the following functionalities:

  • Incident Management
  • Social Media Integration
  • Multi-Channel Communication
  • Macros (Templated Responses)
  • Document Storage
  • Customizable Branding
  • Ticket Management
  • Surveys & Feedback
  • Known Issue Management
  • Knowledge Base
  • Contract (SLA Management)
  • Community Forums
  • Automated Routing
  • Alerts (Escalation)
  • Self Service Portal
  • Multi-language Support
  • Live Chat

Learn more about Kayako features.

What are the top alternatives for Kayako?

Does Kayako provide API?

Yes, Kayako provides API.

Kayako Contact

Vendor Details

Austin, Texas Founded : 2001

Contact Details

Not available

Social Media Handles

Grid Report for Kayako



Kayako Integrations


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