Kayako

Kayako

4.1
(192)
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Kayako is effortless email, live chat, and knowledge base software that helps teams be more productive and build customer loyalty.

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Showing 192 Kayako reviews
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Neil R.
Validated Reviewer
Verified Current User
Review Source

"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).

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Robert T.
Validated Reviewer
Verified Current User
Review Source

"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.

What Help Desk solution do you use?

Thanks for letting us know!
Xavier S.
Validated Reviewer
Verified Current User
Review Source

"Great CRM software but pricey"

What do you like best?

What I really love about Kayako are its multiple features that are worthy to our company and our main goal. It’s easy and fast to use because allows e-mail and social media synchronization and creates weekly graphic reports. Also, has a simple platform to learn how to properly use isn’t a problem or takes a lot of time.

What do you dislike?

What I dislike more about this software is its price. Is more expensive than other tools of its kind and even offering a lot of features, sometimes toy can find some minimal mistakes that can ruin a complete daily work. We talked with customer Support about this mistake and they helped us to solve faster but this shouldn’t be happening while using a tool if this robust.

Recommendations to others considering the product:

This is a great tool if you’re willing to pay a lot of money. Its best features are related to e-mail and social media synchronization, weekly report and tickets integration, that allows to build a full CRM system without needing to complement with another tool.

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

We needed to combine chats and conversations from different sources to proper keep tracking and solve clients problems and Kayako did a great job in this area. Also, its daily and weekly reports are precise. The best way to proceed with software with this kind is by asking for a free trial and properly evaluate if its price is worthy according to your business needs.

Alfredo Antonio S.
Validated Reviewer
Verified Current User
Review Source

"The communication software between clients and between teams"

What do you like best?

I like Kayako for being the communication software that is used through mail, it is recommended for communication between clients and between teams. The best feature of kayako software is that it allows you to organize your emails in folders according to the departments, the status and the nature of the content of the email.

I enjoy being able to communicate with any team member or clients, just by sending an instant message and getting comments in real time when necessary. The kayako software interface can be designed and created according to the user's requirements and preferences.

It has also been very convenient to refer to an email, as each ticket carries its own unique ticket ID.

What do you dislike?

Understanding and using Kayako software is paramount, since it does not work like other email software, but it has its own organized interface. Communication between customers and between teams. This software is designed primarily for professional communication; however, I would like you to have other options such as adding colors, tables, etc.

Recommendations to others considering the product:

I recommend the software kayako for being a communication software that greatly improves the commitment of the client and the teams.

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

In the company we had a problem which was the lack of communication. By using the kayako Software, we resolved how to communicate within the company and outside the company, we managed to exchange content through a personalized platform that brings improvement in the delivery of customer service experiences and teams.

Thian Z.
Validated Reviewer
Verified Current User
Review Source

"Lo mejor de kayako!"

What do you like best?

Realmente me encanta Kayako ya que tiene funciones muy específicas que son muy útiles para nuestra organización, una de las mejores características del kayako es su tiempo de reacción, por lo que ofrece una excelente experiencia.

Kayako también nos ha permitido utilizar nuestro correo electrónico y redes sociales al mismo tiempo. Simplemente Kayako es uno de mis servicios de ayuda favoritos, porque es único y fácil de usar.

What do you dislike?

Una de las cosas que me gustaría que Kayako prestara más atención es la aparaciencia de sus informes, porque sería una buena idea hacerlos más agradables mejorando sus gráficos, colores y otras cosas. Por otro lado Kayako funciona muy bien.

Recommendations to others considering the product:

Mis unicas recomendaciones es intentar utilizar este excelente programa, creanme no se arrepentiran de haberlo probado.

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

Creo que ya he mencionado todos los beneficios que hemos obtenido de este excelente software, pero solo puedo decir que mientras usamos este producto, tanto nuestra empresa como nuestros clientes se sienten tranquilos y seguros.

Kristin D.
Validated Reviewer
Verified Current User
Review Source

"Strong Customer Support Management solution"

What do you like best?

One of the things I love about Kayako is its features. Kayako has plenty of way to help customers in an unique way because of its organized platform and workflows. Also, it's really easy to use so training won't be a problem. Its intuitiveness allows every kind of users handle this tool, from beginners to experts.

What do you dislike?

It's not so easy to integrate Kayako with another tools or even customize it according to your needs. In fact, is not simple at all and Kayako doesn't offer a lot of strong support in this area if you're not paying the most expensive plan. So this tool couldn't be a must have for small companies because of its price.

Recommendations to others considering the product:

It's not the easiest software to manage Customer Support but is one of the best to do it according to company needs. Doesn't require complex training or knowledge to use it because it's user-friendly and intuitive so that's a plus.

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

We use Kayako to build and maintain our Customer Service Support because it offers features that allow us to have control over each client conversation and classify it according to our needs to analyze and process.

Jesus V.
Validated Reviewer
Verified Current User
Review Source

"Excellent UI, could be better thatn it is"

What do you like best?

I love the UI and functionality of the platform. I love the Apps it provides for iOS and Android, It make it easier for our team to provide support.

Managing cases is very intuitive and easy, it keeps all conversations in place. Nothing ever gets lost.

Love chat window is very responsive, it has a great design and though it lacks customization features for widget placement it still looks great. Automated responses makes it very easy to provide answers for commonly asked questions.

What do you dislike?

I've had Kayako for over 10 years. Support has been a downside for most of the time. I can say it has improved over the past year.

I believe Kayako lacks many features compared to their competitors. Many have been added but they're running at a very slow pace.

Recommendations to others considering the product:

Compared to competitors, I believe Kayako has the best UX. That is what keeps me using Kayako. Consider that compared to it's big competitors, such as ZenDesk, it has way less features.

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

I'm using Kayako for sales, support and customer care.

As a Logistics company, we use Kayako for online sales, interacting with possible customers.

On the support side, we use the helpdesk for our customers to query FAQ's and provide tutorials for other platforms that are already integrated in our company. We also use it to follow up customer satisfaction surveys regarding our service. All of this help us manage time in a more efficient way.

Donnie S.
Validated Reviewer
Verified Current User
Review Source

"Solid, No-Frills Customer Support Suite"

What do you like best?

Kayako offers all of the fundamentals of a customer support channel as well as some awesome features. Custom domains, email forwarding, chat based support, knowledge base and help center, it's all there. Macros and rules make sorting and organizing workflows easy, and the collaborator seats are great for users who just need to be able to see customer cases. Some other systems have so many features it's overwhelming. For a small to medium sized business, Kayako is perfect for managing customer support without any of the background noise.

What do you dislike?

Things like user management aren't very intuitive, and the settings and configuration in general are difficult to understand. The help articles on using Kayako have some major gaps, and when I've asked for help from Kayako support, I've had to wait for more than a day for a response.

Recommendations to others considering the product:

Kayako is an excellent, basic customer support suite that offers all the basics for a no-frills support channel. If you need advanced functionality or robust custom fields, this may not be the best product for your business.

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

We needed a solution that offered customer support channels and a knowledge base that could be connected to our platform with SSO. Kayako was able to offer this to us and get us up and running on SSO within a week.

James G.
Validated Reviewer
Verified Current User
Review Source

"Easy to use knowledgebase"

What do you like best?

I really appreciate how easy it was to set up the backbone of our knowledgebase. There was no coding required, article adding and editing was a breeze, and it took little to no effort to make it look good.

What do you dislike?

The support and live chat features are a little lacking. It would be nice if there was more ability to customize the live chat window and insert html more easily. Kayako could also do a better job of providing more advanced support for custom projects, especially when it comes to the chat function or html.

Recommendations to others considering the product:

The main beneift of this product for us is the knowledgebase. It is great to set up , and out of the box looks serviceable. We have yet to add css for more customization on the style, but from the small sample size that seems easy enough. The live chat is a nice feature, but is not very customizable and companies like hubspot are miles ahead on that type of feature. If what you are looking for is a nice knowledgebase platform and are not too bothered about the support and chat platforms then this is the product for you. If you want to get into advanced chat and automation features you can find a better product.

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

We use kayako for our self service portal. Most notably it houses our getting started guide which is used by all of our new customers

Kosta B.
Validated Reviewer
Verified Current User
Review Source

"Comfortable CRM and Help Desk platform for product company"

What do you like best?

Very good price for the features you use, nice design for live chat widget, easy navigation through administrator section, grouping users by companies (according to email domain), and of course API.

What do you dislike?

If you requested a feature or reported a bug, it can take a lot of time to be done. Some very comfortable and easy automation are available only for the most expensive plan. Not a lot of SEO features available for Help Desk platform.

Recommendations to others considering the product:

If you are looking for something not too difficult, Kayako is a good choice.

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

We are using Kayako as the main tool for our Customer Support and Success Teams (emails, social networks and live chat are 100% covered by Kayako CRM). Our FAQ and User Guides are completely written on the Kayako Help Desk platform. It saves a lot of time when you don't want to develop your own section.

Brian P.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"this is my experience with this awesome product!"

What do you like best?

We have been using Kayako for years to improve our income and our organization. The best of Kayak has been its security system and its optimal performance to perform tasks in real time, unifying different platforms in one. Kayako is very efficient in terms of his "help desk" skills

What do you dislike?

I think there are few things to modify the kayako system, but it would be good to improve the interaction of our users and our customers. Kayako should also offer better prices for their licenses.

Recommendations to others considering the product:

Kayako is an excellent product to use, so I suggest you try this software!

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

The benefits are evident in our annual revenues using this incredible "Kayako" software, which has allowed us to improve communication between our users and our customers by offering a quality service.

William J.
Validated Reviewer
Review Source

"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.

Rolf M.
Validated Reviewer
Verified Current User
Review Source

"Wonderful and easy."

What do you like best?

I like that I can stay in the loop and know when somebody else in my working team has updated a conversation. Very simple I can bring all our client's cooperation and activities together in one place and, give our working team the opportunity to deliver individual, contextual assistance.

What do you dislike?

I'm working with this software and till now I don't see any problems with this product. My work is going fast and never had any delays and harm in the working process.

Recommendations to others considering the product:

I can say that by using this platform you can save your time. Also, you can easily speed up and supply more proactive client service by connecting with this software to hundreds of apps and tools to make the better of each interaction. Nice product and very useful.

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

We can better control all our client dialog with a shared team inbox. Also, we as a most likely classify email conversations for fast processing, link, and analytics.

Lisa M.
Validated Reviewer
Review Source

"Kayako is the best CRM software out there!"

What do you like best?

This amazing software is actually one of the best CRMs out there. Provides to its users the ability of communicating with clients and managerial roles at the same time by applying an intranet unallocated cloud service (for companies) with the Internet (for everyone). Also, allow users to customize the client to the final end that they want for attending clients and chat between colleagues, peers and managerial people as well.

What do you dislike?

Sometimes system just went down and takes certain amount of time to getting back from the bug or freeze issue that took lot of time and make peers and colleagues lose precious time. Besides that, the pricing is also pretty expensive for what actually offers, and in other words this software provides what actually offers to all the clients out there.

Recommendations to others considering the product:

This is the best asset for ticket tracking, ticket assignation and everything related to ticket and customer service for either clients or third-party providers as well and that has been really helpful for our company.

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

Highly recommended tool for those who are looking forward to take the customer service invoice and ticketing to the next level. Kayako delivers nothing but the best and reliable service that they say they will deliver to its clients.

David N.
Validated Reviewer
Review Source

"This is my experience using Kayako!"

What do you like best?

I think one of the most outstanding features of this Kayayo platform is its versatility to join conversations from different sources, such as email and social networks. In addition, the user interface offered by Kayako is very easy to understand and use, since it has a complete set of tools that facilitate the execution of the work.

Kayako is a very fast, easy, productive and comfortable platform to be used by any company.

What do you dislike?

Kayako seems to me an excellent software, I do not have bad experiences with it, but nevertheless I would like to offer my opinion about its technical support, because it needs to improve its response time.

Recommendations to others considering the product:

Probably my only suggestion for anyone who wants to try to prove Kayako's usefulness is to try it! and then provide the opinion of your experience

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

Our company has obtained benefits from Kayako because it has helped us in different ways, one of them was to provide the company with a better service for potential customers within our company, so we have opted for a better job performance, such as have better financial benefits of the company

U
User
Validated Reviewer
Verified Current User
Review Source

"Great tool for beginners!"

What do you like best?

What I like most about Kayako is its intuitiveness. I didn't require more than basic training to start using it properly, even taking advantage about every single one of its multiple features. Workflow is easy and it's great to build support channels according to our basic business needs.

What do you dislike?

Isn't something I trully dislike, but I can tell that this is a basic tool without having some of the biggest or hardest features to build an entire support team. Mostly, is just a solution to business which needs are basic.

Recommendations to others considering the product:

The main piece of advice that I can give to all users that are looking a software of this kind is: don't be afraid. Using Kayako you can build a proper Customer Support system that will work perfectly if you're a small or mid size company.

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

Its main benefit for our company is that we were able to create a Customer Support platfmor effortlessly without having to use our own site. Also, it's perfect if you want to classify emails and analytics.

C
Consultant
Validated Reviewer
Verified Current User
Review Source

"Reliable CRM solution!"

What do you like best?

Kayako is a great communication tool, provides an excellent app navigator through its functions and live chat is pretty reliable. Messages sent and received with no delays are the proof of its reliability, Also, all the features that you set for the software are separated with the right amount of things around.

What do you dislike?

For reporting bugs or glitches happening, tech support and live support would take a while in order to process them or to be done. And full automation of things, the price is a little bit expensive for what actualy offers. In other words, this software do the job with some bugs but nothign to worry about.

Recommendations to others considering the product:

Kayako is the proper tool for saving time and efforts with organizing emails, messages and monitoring dialogs and logs from third party clients, direct clients and departments through the company. Also, this software will make you more proactive to do more things with Kayako. Highly recommended for proactive companies.

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

With Kayako we as a consolidated business are able to control, manage, monitor and check how clients are doing their dialogs with our shared team box and also we are able to control, organize and split emails that are sent or received through our servers and then.

Albert L.
Validated Reviewer
Review Source

"Great value for investment!!"

What do you like best?

I like that Kayako offers plenty of features that save us time. Our SLA warnings ensure our agents don’t forget to update tickets when they get busy. The app offers hundreds of out of the box reports which give metrics for almost everything. The product is very flexible, which means we haven’t fully explored all the features yet, but the app works smoothly and we are looking forward to improving our experience as we learn more about the system.!

What do you dislike?

I have no major complaints. My only small wish is that the vendor releases updates more quickly. This is because they continue to add amazing improvements to the app and I would like to have quick access to these developments.

Recommendations to others considering the product:

great software for managing and tracking customer support.!

I highly recommend it!

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

We needed an app to manage our internal support and we needed to understand where our agents spent most of their time on, i.e., which users and departments are taking up most of their time. Kayako fulfills our needs admirably.!

Christian M.
Validated Reviewer
Verified Current User
Review Source

"Fast and Comprehensive Tool"

What do you like best?

The ticket system allows for focus on task and customer communication. In addition to all the general needed options like canned responses, contact and company details it also sponsors a great Knowledgebase, Live Chat and SLA platform. The best part howvere is the Reporting engine that allows to maintain records and provides insights in all aspects of the conversations (tickets). The top portion is the customer satisfaction system, which allows for easy feedback gathering on quantitative and qualitative measures.

What do you dislike?

Rule processing is great, but lacks a few items I wish I could use to the better. For example a SQL like interface to connect criterias from various tables would benefit the rul engine. In some cases the filter is limited in such a sense that "not equal" terms need to be used to create meangful filter structures.

Recommendations to others considering the product:

Classic version is great!

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

Technical Support conversations with customers and partners, Knowledge article creation and display on external website, reporting analysis and live chat. Gathering customer satisfaction feedback in numbers and qualitative.

Amani I.
Validated Reviewer
Verified Current User
Review Source

"Kayako - Helpdesk that can evolve"

What do you like best?

I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder.

What do you dislike?

We cannot keep track of the tickets that we have moved around, or assigned to other departments unless we note down the ticket IDs manually.

Recommendations to others considering the product:

If you are using Kayako for emails, yes it is a great tool to keep track on communication but has its drawbacks when you compare to it to features and flexibility on emails.

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

We use Kayako for all internal and client communication in our company. Generating tickets for all communication has helped me keep track of what happens to certain tasks I assign. However, there is a constraint here. Once the ticket is moved to a different department, unless or otherwise I had noted down the ticket ID or check back using a report, I wouldn't know the tickets that were generated by me. This is an additional work.

Kayako emails don't allow us to draw tables, insert images or any graphic within the email which is also a drawback. We cannot change the font or format of the text. Unless we ourselves quote the previous emails, Kayako emails don't naturally show the thread to the recipient which also is a hassle for the recipients to trace back the communication.

The reports feature is something that is very helpful on Kayako. Being able to create as many custom reports you want and also being able to schedule them makes work easier. It would be best if Kayako can integrate a filter option on these reports so we can choose what we want to see.

Being able to add users, organizations and then assigning specific comments to them also eases the transfer and continuous reminding of specific notes from our clients.

Florene E.
Validated Reviewer
Verified Current User
Review Source

"So comfortable program"

What do you like best?

Kayako is a modern and comfortable program for communicating with the client in real time wherever we are. Thanks to this program, our company quickly, and without unnecessary effort, informs our clients with useful information for effective cooperation. The Kayako program is simple in use and with clear settings.

What do you dislike?

Sometimes it is difficult to contact with the support of this program, but we do this not often because Kayako works clearly and without problems.

Recommendations to others considering the product:

Customer service is much easier and faster than the live chat. If you are a modern company and want to be more productive and increase customer loyalty, this program is for you.

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

Kayako presents a wonderful opportunity to abstain from our customers. Notification them of important information wherever they are. Communication within the company has become much more productive.

Sarah H.
Validated Reviewer
Verified Current User
Review Source

"Improved how our non-profit helps the public beyond expectations"

What do you like best?

- Being in Canada, we love that they have a download version that's still supported so we can keep personal information in Canada (a must for us)

- Before Kayako we just used email and it was messy and there were long delays and little accountability. We love that you can assign, track, have different queues, and the SLA timers keep our 'agents' responsive. And the Knowledge Base is so helpful too along with the auto-satisfaction-survey function

- We liked that we got to use the software for free (no support, up to 5 agents) as a charity.

What do you dislike?

- To customize the reports needs a bit more of a programming head sometimes than I'd like

- Some of the Admin features are not intuitive (and there are a lot of menus)... I have to really hunt to find something to turn it on or off

- And there are a few buggy things but on balance they're not huge

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

- We help answer information requests or requests for help (but for a health problem or a larger system, not necessarily our products/services) so Kayako has increased job satisfaction and reduced stress for the primary coordinator and has improved consistency of responses and speed. Before Kayako, I'd say maybe 50% of our answers went out in the timeframe we said. Now it's well over 90%.

U
User
Validated Reviewer
Verified Current User
Review Source

"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 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.

Gabriel K.
Validated Reviewer
Verified Current User
Review Source

"Kayako as support tracking system"

What do you like best?

It's very well organized by setting my tickets and also by folder and type. Also the levels setup are displayed on the left list showing you if the tickets are being processed or stuck or in another level.

I also saw that is a good tool to keep tracking on each participant and retrieve measurements over the SLA assigned.

What do you dislike?

Some times images sent by mail are not loaded in the ticket itself, so you have to go to the mail to check that images. But I guess that is a configuration problem from our tool.

I also dont like the search tool because it retrieves a lot of non filtered information that might be confuse and messy.

Recommendations to others considering the product:

As a ticket system to track clients support request is a good tool.

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

Direct client support and tracking system over tickets.

Eege K.
Validated Reviewer
Verified Current User
Review Source

"I wish everybody used Kayako"

What do you like best?

The flexibility of the software - webhooks, adjusting virtually any field. Where other software forces me to shape my business process around the system, with Kayako I can shape the system to fit my process. Don't need a part of the software? Don't use it! Need an extra field? Just add it! We integrated Kayako with our Slack channel and our finance system. It took a bit of figuring out, but the Kayako API is well documented and now we have the majority of our administrative work automated!

What do you dislike?

The program has some bugs and quirks. These do not hinder the day to day use of the software, but do require contacting support to get worked out. Support always gets them fixed, there is no doubt about their knowledge.

Recommendations to others considering the product:

Stop thinking in customer ticket system and start thinking in customer experience - use in Kayako!

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

Consolidated system for our agents, collaborators, customer portal and most importantly an awesome chat module that allows us to respond even quicker. Customer satisfaction went up by 12% since switching to Kayako. My experts in the field do not have to open their laptop to work with a ticket, instead they use the smartphone app to provide quick updates. When they are in a real hurry then can even use the macro's we defined together to provide status updates in seconds. No more emailing between the team to get info across. Administrative work of my employees went from 3 hours/month to just 0.5.

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Kayako
4.1
(192)