We moved to Kayako because our support team was drowning in repeat tickets. password resets, “where’s my order,” and basic how-tos. What Kayako promised (and actually delivered) was eliminating most of those before a human ever got involved.
The AI Suggested Responses are incredibly helpful. agents barely have to start from scratch anymore. Plus, the Self-Learning Mode learns from our closed tickets, so over time, it just gets smarter. The real surprise was the AI Ticket Assistant, it lets agents “chat with the ticket” to surface key details instead of scrolling through long threads. That alone saves minutes per ticket.
Easy to implement on top of your legacy system.
Also, the pricing is based on resolved tickets, not seats. That’s huge for us. Review collected by and hosted on G2.com.
There’s still a bit of a ramp-up.
ome of the analytics could be a bit more intuitive, and in rare cases, the AI needs a nudge especially with edge-case tickets or regional phrasing. Review collected by and hosted on G2.com.
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Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
