Home/Help Desk Software/Kayako
Updated on: November 15, 2019
What is Kayako ?
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Kayako - Help Desk Software : SaaSworthy.com
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Kayako

Robust help desk tool for quality customer support
(157 Ratings) Write Review

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.

Kayako Awards

Kayako Features Show All Features

Kayako Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number London, United Kingdom / +1 (888) 952-9256
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Kayako Pricing

Pricing ModelFree Trial , Subscription , Quotation Based
How much does Kayako cost ?
The pricing for Kayako starts at $15.0 per user per month. Kayako has 3 different plans such as - Inbox at $15.0 per user per month, Growth at $30.0 per user per month and Scale at $60.0 per user per month. Kayako also offers a custom plan based on the customer's request.
Inbox
$15 /User/Month

Features

  • A shared email, chat, and social inbox for small teams
  • Live chat and email
  • Basic Help Center
  • Mobile SDK
  • 600 plus integrations with Zapier
  • Email, chat and social
  • Assignment rules
  • Insights
  • Collision prevention
  • Reply-only macros
Growth
$30 /User/Month

Features

  • Customer service software for growing teams
  • Free collaborators
  • Includes features of Inbox plan, plus
  • Powerful automation rules
  • Custom views, fields, and forms
  • Custom reporting
  • Multi-brand, multi-language
  • Advanced Help Center customization
  • Organization profiles
Scale
$60 /User/Month

Features

  • Customer service software for larger teams and businesses
  • Includes features of Growth plan, plus
  • Advanced workflow customization
  • Internal Help Center
  • Shared organizations
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration
Enterprise
Custom

Starts at $100 per agent.

Features

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Community Forums
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Macros (Templated Responses)
  • Multi-Channel Communication
  • Social Media Integration
  • Incident Management
Screenshot of the Vendor Pricing Page
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Disclaimer: The pricing details were last updated on 23/07/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Kayako Reviews

OVERALL RATING
4.1
Based on 157 Rating(s)
Rating Distribution
  • 123
  • 22
  • 7
  • 1
  • 4
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Don JSource : g2crowd.com
(Reviewed on 01 October 2019)
"Transfer work from person to person with Kayako"

What do you like best?

Kayako offers some wonderful view of the Dashboard, so you won’t get overwhelmed with the information you’re receiving. The control panel integrates well and organize customer information. The KQL Report Generator feature is easy to understand and allows you to extract relevant information and set statistics based on our own specifications. Also, it includes some great automation links that are scheduled in the email reports.

What do you dislike?

Although I think Kayako is amazing and very simple, there’s a specific action which may be very confusing: work with independent queues within departments. There will be many information to handle and that can be overwhelming sometimes.

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Recommendations to others considering the product:

Kayako would be a very suitable tool companies and people that want to host an e-commerce business or a customer support company, where there’s necessary to see each customer's interactions individually and not for a lengthy time. You should closely consider how the features of each bid match your requirements, as you can save cash by using either. Since we implemented in our company, our interactions with clients has been very well managed.

What problems are you solving with the product? What benefits have you realized?

We use Kayako to transfer work from person to person or even to a different group while we monitor the efforts in our department. We chose to work with the self-hosting version as it performs very well even in our highest traffic peaks. In general, our experience with Kayako has been amazing given the results we have got with it.

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AdministratorSource : g2crowd.com
(Reviewed on 25 September 2019)
"Decent helpdesk solution"

What do you like best?

We have been using this for years it suits our purposes for the moment as it allows us to customize for each of our product set reporting is powerful as well

What do you dislike?

Lack of mandatory closure fields on the classic interface

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What problems are you solving with the product? What benefits have you realized?

Capturing the relevant information

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Administrator in Computer NetworkingSource : g2crowd.com
(Reviewed on 11 September 2019)
"Good tool but could be better"

What do you like best?

Kayako is a ticketing system that has some good integrations with external services. It's easy to communicate with our customers over several different platforms and manage several different brands at the same time

What do you dislike?

There are many features in kayako that could be very powerful but are not quite complete enough to fully integrate into our business. For example the time keeping feature is built into each ticket, The engineers can log their time spent and if the time is chargeable or not. This feature is only useful if we can report on this information, dispite many support requests with kayako all we can produce is a csv document containing the time spent per ticket in the format of 00:00:00. We cannot use this feature to work out the relative costs acoiated with the time on each ticket because the time is not linked to an engineer and is not provided in a format that can be summed. There are many features in kayako that's have the potential to provide so much more functionality.

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Recommendations to others considering the product:

Test drive the features you need before you buy as a listed feature may not work as you need it to. Compare the cost and features of competitors. I feel kayako is over priced for the features it actually dilivers

What problems are you solving with the product? What benefits have you realized?

Kayako enables to to keep in contact with out customers and track the history of every support request

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Drew CSource : g2crowd.com
(Reviewed on 19 August 2019)
"Solid platform but performance could be better."

What do you like best?

I like that we can interact with the support team through a web-based user interface or email. That is to say, contact can be initiated and continue through resolution either way.

What do you dislike?

The search function in the public portal interface needs some attention. It takes a significant time to return results and it seems to only do exact match instead of loose match. I would image the system authentication is able to be integrated through LDAP or other means however our instance is not using this.

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Recommendations to others considering the product:

Evaluate the organization's needs and compare that to the platform feature set.

What problems are you solving with the product? What benefits have you realized?

Kayako allows us to interact between the support team and our admins. It creates a solid and indisputable history. Linking personnel back to the same organization allows internal continuity by allowing multiple individuals to have visibility to the status of support cases along with the notes as it is worked toward a resolution.

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Pablo MSource : g2crowd.com
(Reviewed on 10 August 2019)
"It is Kayako !!!"

What do you like best?

Kayako has been the best correspondence stage for expert correspondence that I have utilized up until this point. Kayako is prescribed for both between group and outer - customer correspondence. The best component of kayako is that it enables you to compose your messages into organizer dependent on divisions, status and the idea of the email content. Likewise utilizing other kind of email stages has been a stress now and again and tedious when attempting to discover all the forward and backward correspondence occurred on one email string by various individuals, however kayako gives the best arrangement by catching all the correspondence occurred on one subject/email which is sent and gotten by one or many. Interface of Kayako can be structured and made according to the client's necessity and inclination. Likewise alluding to an email has been advantageous as each ticket conveys its very own interesting Ticket ID.

What do you dislike?

Reports aren't that expert with the Classic Kayako, and the KQL is difficult to comprehend, I accept that you need to make it somewhat simpler and easy to use. I might want to move up to Cloud Kayako, yet there is a missing element which is exceedingly significant for me, the "Development" include, this element giving me a chance to make a trigger that will open my ticket following a few minutes, this component embedded distinctly in the Classic Kayako. From the minute you've changed your estimating strategy, it's somewhat costly.. and keeping in mind that having clients that might want to get reports (most significant for them) Kayako Classic in any event doesn't give the best an incentive here, I don't think about Cloud Kayako.

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What problems are you solving with the product? What benefits have you realized?

Kayako has been the best correspondence stage which enables me to impart as well as gives me gives an account of any dire email that I have to follow up on promptly which spares me from deferred undertakings and answers. Since we changed from standpoint to kayako programming for between group and customer correspondence, kayako has given the best correspondence stage which enabled us to have a composed, simple to allude to and use as well as can see any sent/got email from any area by means of any gadget.

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Source : g2crowd.com
(Reviewed on 27 July 2019)
"the best help desk software."

What do you like best?

I like the Kayako software because it provides a simple integration for several support platforms in a software solution. Whether I use the web, email, phone, live chat, it allows me to easily obtain and manage customer messages and provide them with the appropriate response accordingly.

What do you dislike?

The software is designed primarily for professional communication, I would like you to have other options such as adding colors, tables etc.

Recommendations to others considering the product:

The Kayako software offers a reasonable price structure. What do you expect to have an email organized and easy to use.

What problems are you solving with the product? What benefits have you realized?

I really enjoy using kayako software, since it is the best communication platform that not only allows me to communicate, but also provides me with reports on any urgent e-mail in which I must act immediately, which saves me from tasks and delayed answers. Since we switched from gmail software to kayako for communication between teams and clients, with the kayak software my email is organized and easy to use.

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Source : g2crowd.com
(Reviewed on 23 July 2019)
"Kayako es un increible servicio para mejorar tu comunicacion!"

What do you like best?

Me gusta Kayako como un servicio para mejorar la comunicación profesional en mi empresa. Lo mejor que puede ofrecer Kayako es organizar todos sus correos electrónicos en una carpeta de acuerdo con los departamentos y la naturaleza del contenido del correo electrónico. Además, la interfaz de usuario de Kayako se puede personalizar de acuerdo con los requisitos del usuario.

Acotando adicionalmente que Kayako tambien ofrece cubrir una amplia variedad de áreas de actividades diarias, como situaciones de manejo de boletos, incidentes, problemas y quejas de todos nuestros clientes potenciales.

What do you dislike?

Kayako nos ha ofrecido una excelente UI personalizable, pero me gustaría mejorar esta función aún más. Sería una buena idea mejorar aún más la personalización del área de boletos. Como también me gustaría que Kayako ofrezca tutoriales para comprender completamente todas las funciones que ofrece este increíble servicio de Kayako y, de este modo, aprovechar todas sus funciones para ofrecer una mejor comunicación a nuestros clientes potenciales.

Recommendations to others considering the product:

Kayako es la mejor solución para sus problemas de comunicación entre tus cliente. Kayako es excelente servicio!

What problems are you solving with the product? What benefits have you realized?

Hemos implementado Kayako en nuestra empresa y con él hemos podido obtener muchos beneficios, ya que mantiene el flujo de trabajo de la mesa de ayuda diaria organizado a través de tareas automatizadas.

También utilizamos Kayako principalmente para nuestro personal interno de técnicos de IT. Kayako también nos permite rastrear el proceso de cálculo para una solicitud de distribución y si los cálculos se completan dentro de los estándares de nivel de servicio.

...more
Source : g2crowd.com
(Reviewed on 11 July 2019)
"Kayako is the best for reporting!"

What do you like best?

Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee has gone back and forth with each other. It has a nice dashboard view.

What do you dislike?

I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved. There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed. Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed.

Recommendations to others considering the product:

Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.

What problems are you solving with the product? What benefits have you realized?

Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system).

...more
Source : g2crowd.com
(Reviewed on 06 July 2019)
"Kayako has improved our communication with our customers!"

What do you like best?

I really like Kayako as a service to improve professional communication in my company. The best that Kayako can offer is to organize all your emails in a folder according to the departments and the nature of the content of the email. In addition, the Kayako user interface can be customized according to the user's requirements.

On the other hand, Kayako offers to cover a wide variety of areas of daily activities, such as ticket handling situations, incidents, problems and complaints from all our potential customers.

What do you dislike?

Kayako has offered us an excellent customizable user interface, but I would like to improve this function even more. For example, it would be a good idea to further improve the personalization of the ticket area. As I would also like Kayako to offer tutorials to fully understand all the functions offered by this incredible service "Kayako" and thus take advantage of all its functions to offer better communication for our potential customers !.

Recommendations to others considering the product:

Kayako is the best solution for your communication problems.

What problems are you solving with the product? What benefits have you realized?

We have implemented Kayako in our company and with it we have been able to obtain many benefits, since it keeps the workflow of the daily help desk organized through automated tasks. We also use Kayako mainly for our internal staff of IT technicians. Kayako also allows us to track the calculation process for a distribution request and if the calculations are completed within the service level standards.

...more
Source : g2crowd.com
(Reviewed on 06 July 2019)
"Simplemente el mejor help desk es kayako!"

What do you like best?

Kayako es mi help desk favorito ya que da un muy buen informe a nivel individual de lo que se está haciendo para un cliente o problema corporativo. Ademas es fácil de entender de qué se tratan los tickets, cuánto tiempo se han abierto y cuántas veces el cliente o el empleado lo ha estado manimulando, kayako simplemente mejora la comunicacion!

Por otro lado Kayako ofrece múltiples funciones que mejoran cada dia mas a nuestra empresa!. Kayako nos ha permitido sincronizar el correo electrónico y las redes sociales y crea informes gráficos semanales.

What do you dislike?

Aun es dificil encontrar cosas negativas en kayako, pude notar que es muy difícil de implementar cuando ya tienes una base de clientes! ya que la creacion de la misma puede ser difícil.

Por otro lado me siento muy agusto con la versatilidad de este software y todos los beneficios que ha brindado a mi empresa a lo largo de los años!

Recommendations to others considering the product:

Recomiendo Kayako para cualquier empresa pequeña, mediana y grande! ya que es muy funcional y eficaz!

What problems are you solving with the product? What benefits have you realized?

Toda nuestra empresa utiliza Kayako para hacer negocios debido a que see utiliza para transferir trabajo de una persona a otra, escalar a otro grupo y hasta hace poco, rastrear los esfuerzos en nuestro departamento de desarrollo. Ademas es una manera muy fácil de entender qué problemas tiene un cliente, cuál es el estado de ese problema, quién lo tenía, cuál es la historia del esfuerzo en nombre del cliente y quién ha hecho qué hasta ahora.

...more
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Videos on Kayako Youtube Official Channel

Kayako Screenshots

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Kayako Demo - Effortless collaboration
Kayako Demo - Kayako Messenger
Kayako Demo - Truly omnichannel
Kayako Demo - Kayako conversation
Kayako Demo - Kayako conversation with integrations
Kayako Demo - Fresh, modern and beautiful
Kayako screenshot: Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
screenshots
screenshots
screenshots
screenshots
screenshots
Kayako Demo - Effortless collaboration
Kayako Demo - Kayako Messenger
Kayako Demo - Truly omnichannel
Kayako Demo - Kayako conversation
Kayako Demo - Kayako conversation with integrations
Kayako Demo - Fresh, modern and beautiful
Kayako screenshot: Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots
Kayako Screenshots

Kayako Slides

Kayako : 4 Revealing Trends in Customer Service 2018
Kayako : 4 Revealing Trends in Customer Service 2018

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