Home/Help Desk Software/Kayako
Updated on: April 6, 2020
What is Kayako ?
Kayako - Help Desk Software : SaaSworthy.com
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91% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Kayako

Robust help desk tool for quality customer support
(222 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

Highly Rated
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Most Searched

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
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
Kayako Pricing
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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.

Kayako FAQs

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

  • 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

Learn more about Kayako features.

The pricing for Kayako starts at $15.00 per user per month. Kayako has 3 different plans:

  • Inbox at $15.00 per user per month.
  • Growth at $30.00 per user per month.
  • Scale at $60.00 per user per month.
    • Kayako also offers a custom plan based on the customer's request.

      Learn more about Kayako pricing.

No, Kayako does not offer a free plan.

Learn more about Kayako pricing.

Yes, Kayako provides API.

Ask the Community View Community

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Kayako Reviews

OVERALL RATING
3.8
Based on 222 Rating(s)
Rating Distribution
  • 153
  • 29
  • 13
  • 21
  • 6
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D BSource : play.google.com
(Reviewed on 07 March 2020)

Won't let me sign in. Just says try again later. I'll try again later. Maybe in a couple years.

...more
Chuck OttosenSource : play.google.com
(Reviewed on 01 February 2020)

It would do the job if the push notifications actually worked. I followed all the troubleshooting steps, but it still won't notify me of anything.

...more
User in Education ManagementSource : g2crowd.com
(Reviewed on 10 November 2019)
"Buona soluzione per la gestione dei ticket"

What do you like best?

Kayako è una buona soluzione per la gestione dei ticket, si integra bene con il sistema di posta e offre anche delle API per creare dei ticket direttamente dalle proprie applicazioni web.

What do you dislike?

La app mobile e il sistema desktop sono un po' limitate, e anche nella parte web ci sono dei problemi sia nella gestione delle lingue che nell'editor delle risposte. Si riscontrano problemi nelle funzioni di ricerca ticket

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

Assistenza agli utenti

...more
Aniket SSource : g2crowd.com
(Reviewed on 08 November 2019)
"Best Customer Support Service"

What do you like best?

Kayako is the best Chat Solution for our clients, Most of our clients gave us feedback about how intuitive chat Interface Kayako has. We have been able to establish better relations with our potential clients. It gives better control over the support and provides better assistance to our clients. Customers have been much satisfied with Kayako features and functionality.

What do you dislike?

Customers have reported Sometimes when a chat drops they have to initiate the chat from the beginning and tell their issues again.

Recommendations to others considering the product:

Make good use of the free trials. Get your department managers on board and ensure it works for everyone

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

We have been utilizing Kayako for 2 years and The best thing about Kayako is that it really makes it easy for us to reach our customers and provide them better assistance, and this is very important and very influential because it allows us to connect with clients.

...more
Andreina De Sousa AbreuSource : play.google.com
(Reviewed on 05 November 2019)

Worked for literally one day now it's just not logging in at all despite numerous attempts to contact customer support your app is still unresponsive. LA desk may be an older version to maintain customer contact but it is way better than kayako and it's messed up view and logging in errors

...more
Verified UserSource : trustradius.com
(Reviewed on 30 October 2019)
A solid, stable, feature-loaded help desk

Use Cases and Deployment Scope

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.

Pros and Cons

  • Ticketing system.
  • Multiple departments/groups.
  • Ease of use for all users.
  • Insight and reporting.
  • SLA Management and visibility.
Edit
  • Price continues to increase.
  • There are some quirky errors, but nothing that breaks the system, 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.

Likelihood to Recommend

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.
Read this authenticated review

...more
Brett WenerSource : play.google.com
(Reviewed on 01 October 2019)

Total rubbish, doesn't even login. Retry and canel have the same result . Oops this, oops that. Expensive garbage...

...more
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.

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.

...more
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.

Show More
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.

...more
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

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

Capturing the relevant information

...more
Read All Reviews

Videos on Kayako

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
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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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