Kayako

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.

Screenshots & Videos

Pricing

Free Trial Available
Offers Custom plan.
View Detailed Pricing

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

98%
Reviews

87%
Momentum

65%
Popularity

81%

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

# 8 Most Popular Software Help Desk Software
Q2 2024

# 8 Most Popular Software Help Desk Software
Q2 2023

# 4 Highly Rated Help Desk Software
Q1 2022

# 8 Most Popular Help Desk Software
Q1 2022

# 6 Highly Rated Help Desk Software
Q1 2021

# 5 Most Popular Help Desk Software
Q1 2021

# 8 Highly Rated Help Desk Software
Q3 2019

# 3 Most Popular Help Desk Software
Q3 2019

# 5 Most Searched Help Desk Software
Q3 2019

Kayako Features

Show Feature Explanation

Show Missing 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

98%

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

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Kayako Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Quotation Based )

Pricing Plans

ESSENTIAL Custom

Everything Need to Kickstart Automated Ticket Resolutions.

Features

Advanced Ticketing System
Unlimited AI Suggested Responses
Knowledge Base Audit
Self-Learning Mode
Multiple Chatbots & Customer Channels
API Access
Integrations

ENTERPRISE Custom

Unlock the Full Power of Kayako. All Enterprise Features and Functionality.

Features

Includes Features of Essential Plan, Plus
Fully Autonomous Resolutions
Ticket Summaries
Audio File Transcriptions
Multilingual Content
Powerful Reporting
Customizable Branding (Logo)

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 20/03/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Kayako Pricing

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Kayako Reviews

User Rating

4.3/5 (Based on 250 Ratings)

Rating Distribution

Excellent
50.8%
Very Good
35.2%
Average
8%
Poor
2.4%
Terrible
3.6%

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.

Pros

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.

Cons

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

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