Home/Help Desk Software/Kayako
Updated on: April 11, 2021
What is Kayako ?
Kayako - Help Desk Software : SaaSworthy.com
93% 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
(421 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

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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 Austin, Texas
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Kayako Pricing

Pricing ModelFree Trial , Subscription , Quotation Based
Inbox
$15 /User/Month

$15 per agent per month billed monthly

Features

  • Live chat, Facebook, Twitter and email
  • Help center
  • Basic performance reports
  • SingleView
  • Agents log in with Google
  • Standard support plan
Growth
$30 /User/Month

$30 per agent per month billed monthly

Features

  • Includes features of Inbox plan, plus
  • Workflow automations: assign tickets to agents
  • Advanced reporting
  • Multiple brands, multiple languages
  • Time-saving macro powered responses
  • Custom fields for capturing critical information
  • Slack integration
  • 700+ Zapier integrations
  • Organization Profiles for Agents
  • Agent collision prevention
Scale
$60 /User/Month

$60 per agent per month billed monthly

Features

  • Includes features of Growth plan, plus
  • Advanced workflow customization
  • Internal help center and knowledge base
  • Custom forms for help center
  • Customer access to every ticket from their organization
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration
  • Custom performance reports
  • Help center advanced layout and design options
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.

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
  • Customizable Branding
  • 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.

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 421 Rating(s)
Rating Distribution
  • 47.5 %
  • 35 %
  • 7.6 %
  • 2.7 %
  • 7.2 %
SHARE YOUR EXPERIENCE Write a Review
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Beth WSource : g2crowd.com
(Reviewed on 24 May 2020)
"Kayako Has Amazing Capbilities: It is Easy to Implement"

What do you like best?

I like the amazing capabilities and ease of use of Kayako.

Kayako has been a helpful and powerful help desk solution.

Kayako allows us to communicate with clients across the world easily and professionally.

I am also impressed by how perfect and professional the support team of Kayako has been treating us.

Kayako is easy to customize.

What do you dislike?

Kayako is reliable and powerful to use.

The customization of Kayako is simple.

Since I began to use Kayako, I have never seen any challenges.

Recommendations to others considering the product:

I recommend this powerful platform.

It is helpful.

This helpdesk tool will assist the potential customers.

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

Kayako is a top helpdesk solution,

It offers professional services.

I like the amazing capabilities of Kayako.

It enhances effective live chatting.

...more
IlyaSource : trustpilot.com
(Reviewed on 18 May 2020)
Thank you for the useful product and good service!

For the fourth year now, our Intui.travel company has been using Kayako solutions.All information from different channels in one place. This is convenient!We use the email automation offered by Kayako. We save time!Extensive API capabilities allowed us to configure our environment as we needed.Messenger and content Helpdesk reduce the load on our support team. The Customer can find an answer itself.We like scalable solutions from Kayako and constant improvements, upgrade opportunities.Thank you for the useful product and good service of Customer & IT team!BestIlya, CEO Intui.travel transfer

...more
Source : g2crowd.com
(Reviewed on 28 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.

...more
Source : g2crowd.com
(Reviewed on 19 May 2019)
"Kayako is great and understandable"

What do you like best?

Kayako has an easy learning curve and provides enough features for most customer service agents.

What do you dislike?

Some service outages cause Kayako to lag but other than that there are no dislikes.

Recommendations to others considering the product:

Contact support if you need questions answered.

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

Customer problems via email and live chat.

...more
Source : g2crowd.com
(Reviewed on 19 April 2019)
"Enables Us to Offer Incredible Customer Services"

What do you like best?

Managing customers and offering the world'class services requires a great tool like Kayako.

Kayako is customer-friendly.

Choosing Kayako was the best decision for us because allows us to treat customers professionally.

Managing and setting up Kayako is easy.

What do you dislike?

No downsides accompanied with Kayako because the tool is exceptional.

Too many merits that outshines the demirits

Recommendations to others considering the product:

Kayako is recommendable to all because it is not expensive.

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

For professional customer self-service, Kayako is the best.

The tool is not expensive.

Kayako's support team is responsive.

...more
Source : g2crowd.com
(Reviewed on 17 January 2019)
"Very Friendly customer support app "

What do you like best?

the app is user friendly and support is easy to get connected

What do you dislike?

no dislikes as the app works fine and is going good

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

customer service when we are offline

...more
Source : g2crowd.com
(Reviewed on 08 January 2019)
"Kayako has moved our business forward!"

What do you like best?

I love the ability for our team to collaborate so flawlessly on Kayako's newest platform!

What do you dislike?

After 3+ years of using Kayako, there is very little I dislike. I think the only piece I find a bit rough is building customized reports to help me provide insights to my business through our interaction with Kayako.

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

Collaboration is a big one. We have many remote employees and the ease of keeping teams in the loop has made the distance a non issue.

...more
Source : g2crowd.com
(Reviewed on 08 January 2019)
"Excellent Help Desk Software"

What do you like best?

Easy to use compared to many softwares I tried in the past.

What do you dislike?

Nothing I found I dislike with the software thus far.

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

We solve our customers technical issues. It helps me keep track of my customers open tickets.

...more
Source : g2crowd.com
(Reviewed on 12 December 2018)
"The best story chain software "

What do you like best?

I like the most calmly and very useful interface insane of the Kayako. It gives me an opportunity to have very good communications with the customers.

What do you dislike?

To be honest there is no a reason to dislike Kayako.

Recommendations to others considering the product

I recommend Kayako to launch call support as our team and company will fully switch to Kayako. So it will give us a chance to use only Kayako.

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

Customer support issues, their claims and questions.

...more
Source : g2crowd.com
(Reviewed on 04 December 2018)
"Straight-forward tool."

What do you like best?

This is a very user friendly friendly software. It's easy to get use to and very flexible in terms of allowing customization. The Macro creation feature is very useful and works perfectly in the Web-based software. The stock responses features for the desktop application is usefull as well. This ticketing system tool makes customer support very organized and allows for a more effective ticket processing.

What do you dislike?

When the system crashes for no apparent reason it can be frustrating, specially when working on time-sensitive requests. Sometimes, having to pull up the history of tickets submitted by a specific user can be very time consuming. The search tool is slow and it could allow for more customization features, like sorting by date.

Recommendations to others considering the product

Very easy to use.

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

Kayako is the main ticketing system to manage customer requests and orders. It keeps track and a record of user's reuqests based on the email address they use to contact us. It also display information of the specifc URL the client uses to contact us. This helps keep track of approved/denied requests, history of yearly subscriptions and the agents the client has been in touch with in the past.

...more
Read All Reviews

Videos on Kayako

Kayako's Scaling Your Customer Service with Top Notch Automation
Kayako's Scaling Your Customer Service with Top Notch Automation
How to Get Insight from Customers, with Morten Lundsby

Kayako Slides

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

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