--- title: Kayako Reviews meta_title: 'Kayako Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 227 reviews by the users' company size, role or industry to find out how Kayako works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 227 scale: '5' date_modified: '2026-08-04' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Kayako Reviews **Vendor:** Kayako **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.1/5.0 **Total Reviews:** 227 ## About Kayako Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. Unlike legacy support tools, Kayako brings together your multi-channel conversations and customer information, so you can support customers as a team and keep the personal touch, even as you grow. ## Kayako Pros & Cons **What users like:** - Users praise the **contextual AI suggestions** in Kayako, enhancing response accuracy and reducing guesswork for support agents. (1 reviews) - Users value the **contextual AI efficiency** of Kayako, enhancing support responsiveness and accuracy in addressing customer needs. (1 reviews) - Users appreciate the **contextual AI technology** in Kayako, which significantly enhances support agents' efficiency and accuracy. (1 reviews) - Users value the **contextual automated responses** of Kayako, enhancing support with relevant AI-generated suggestions. (1 reviews) - Users appreciate the **contextual responsiveness** of Kayako's AI, enhancing support with accurate and relevant suggestions. (1 reviews) - Response Time (1 reviews) **What users dislike:** - Users find the **mobile experience lacking intuitiveness** , making it challenging for agents in the field or after hours. (1 reviews) - Users find the **mobile experience lacking** , stating it's not ideal for agents needing accessibility on-the-go. (1 reviews) - Users find the **mobile experience lacking** , making it inconvenient for agents needing quick access on-the-go. (1 reviews) - Users feel the **mobile experience is underdeveloped** , making it challenging for agents to use effectively on-the-go. (1 reviews) ## Kayako Reviews ### 1. Great tool for beginners! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2019 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 2. Reliable CRM solution! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2019 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 3. Excellent UI, could be better thatn it is **Rating:** 4.0/5.0 stars **Reviewed by:** Jesus V. | Mr., Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 4. Solid, No-Frills Customer Support Suite **Rating:** 4.0/5.0 stars **Reviewed by:** Donnie S. | Technical Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 5. Easy to use knowledgebase **Rating:** 4.0/5.0 stars **Reviewed by:** James G. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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 ### 6. Good solution for ticket management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2019 **What do you like best about Kayako?** Kayako is a good solution for ticket management, it integrates well with the email system and also offers APIs to create tickets directly from your web applications. **What do you dislike about Kayako?** The mobile app and the desktop system are somewhat limited, and there are also problems on the web part both in language management and in the response editor. Issues are encountered in the ticket search functions. **What problems is Kayako solving and how is that benefiting you?** User assistance ### 7. Decent helpdesk solution **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2019 **What do you like best about Kayako?** 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 about Kayako?** Lack of mandatory closure fields on the classic interface **What problems is Kayako solving and how is that benefiting you?** Capturing the relevant information ### 8. Comfortable CRM and Help Desk platform for product company **Rating:** 4.0/5.0 stars **Reviewed by:** Kosta B. | Growth Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2018 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** If you are looking for something not too difficult, Kayako is a good choice. **What problems is Kayako solving and how is that benefiting you?** 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. ### 9. Straight-forward tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2018 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** Very easy to use. **What problems is Kayako solving and how is that benefiting you?** 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. ### 10. Kayako is great and understandable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2019 **What do you like best about Kayako?** Kayako has an easy learning curve and provides enough features for most customer service agents. **What do you dislike about Kayako?** Some service outages cause Kayako to lag but other than that there are no dislikes. **Recommendations to others considering Kayako:** Contact support if you need questions answered. **What problems is Kayako solving and how is that benefiting you?** Customer problems via email and live chat. ### 11. Kayako Desktop for Live Chats **Rating:** 4.5/5.0 stars **Reviewed by:** Temur D. | Technical Support Specialist (German/ Spanish), Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2018 **What do you like best about Kayako?** Ease of use of the software makes it very appealing. Additionally, you can create template responses when replying to customers issues. We deal with customers from around the world in various languages and never had issues with alphabets in Chinese or Russian languages. It also allows you to initiate conversation with customers and look up their location to better serve them. **What do you dislike about Kayako?** So far there were no issues whatsoever with the software usage. **What problems is Kayako solving and how is that benefiting you?** Technical problems with software purchase, download, activation, installation or uninstallation. At times, customers would contact us for refund issues or when they want to learn about the software before making a purchase online. ### 12. Tool for support requests **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 12, 2019 **What do you like best about Kayako?** using Kayako you can assign people to the tickets, define who will get updates on the progress and upload files to make your problem more clear to the support team **What do you dislike about Kayako?** Kayako is not very intuitive and user-friendly. Whenever I don't have to raise a ticket for some time I have to get my head into it again **Recommendations to others considering Kayako:** Make sure users get a proper training and processes are defined, else users might struggle creating tickets or support might struggle getting every information needed out of the system **What problems is Kayako solving and how is that benefiting you?** Raising issues Software issues have been solved ### 13. The best story chain software **Rating:** 5.0/5.0 stars **Reviewed by:** mariamo p. | Founding Director, Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2018 **What do you like best about Kayako?** 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 about Kayako?** To be honest there is no a reason to dislike Kayako. **Recommendations to others considering Kayako:** 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 problems is Kayako solving and how is that benefiting you?** Customer support issues, their claims and questions. ### 14. easy to use help desk with knowledge base and live chat **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2018 **What do you like best about Kayako?** We have really liked Kayako's ability to provide context. Unlike other solutions out there, Kayako gives us a complete view of every interaction a customer or prospect has had with our business. This includes interactions with agents as well as software we have integrated on our site (for example paypal). If a payment fails we know of it before a user gets in touch. And when they do we're ready with a solution. The Customer journeys and conversations feature is fantastic. Really puts customer and prospect interaction history at my teams fingertips. **What do you dislike about Kayako?** I'd like to see chatbot functionality added to Kayako. There are times my team is unavailable and during that time i feel a chatbot could really help direct users to resources. We are making do without it right now but i imagine such a feature would take things to the next level and make life easy for both our team and our customers. **Recommendations to others considering Kayako:** If you're looking for a help desk that has everything you'd ever need then this is definitely the way to go. We didn't need live chat when we bought kayako as our use case was for a ticketing system and at most a knowledge base. However, the live chat has proved to be extremely useful. I recruit for the IT industry and get a lot of candidates reaching out via live chat as opposed to email. **What problems is Kayako solving and how is that benefiting you?** Supporting customers a lot better. We can handle twice as many issues with Kayako with the same number of staff ### 15. Good Software but needs a bit of improvement in the mobile apps **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** January 16, 2019 **What do you like best about Kayako?** The easy way of embedding the chat, the FAQ section is super useful and the usability is pretty straight forward **What do you dislike about Kayako?** Sometimes the mobile apps are not sending the correct notifications, so there are conversations not taken care of at the time of the user being there. Our business is based on customer service and that is a deal breaker for us. **Recommendations to others considering Kayako:** Have in mind they started as a live chat, so they have a lot to improve. **What problems is Kayako solving and how is that benefiting you?** The side of customer service and post sell. ### 16. Great Help desk software **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** The interface is easy to use and very user-friendly. Provides a small business with a centralized help desk system. **What do you dislike about Kayako?** I like everything about this product there is nothing I found yet that I dislike **What problems is Kayako solving and how is that benefiting you?** users simply do not like to create tickets, However; since the interface is very user friendly we have a few more that are willing to work with us to create tickets ### 17. Overall positive experience after some initial issues **Rating:** 4.0/5.0 stars **Reviewed by:** Andrew H. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2019 **What do you like best about Kayako?** Push notifications on mobile for new support tickets, centralized support, very easy to use platform, easy on boarding process **What do you dislike about Kayako?** No call tracking integration, initial issue with iOS push notifications that has been fixed **What problems is Kayako solving and how is that benefiting you?** Faster response to customer tickets, no lost tickets, more organized. ### 18. Kayako has moved our business forward! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Kayako?** I love the ability for our team to collaborate so flawlessly on Kayako's newest platform! **What do you dislike about Kayako?** 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 problems is Kayako solving and how is that benefiting you?** 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. ### 19. Good support desk with a lot of potential but some annoying flaws. **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Kayako?** The interface looks great and the usability is pretty good. Also it integrates really good in different channels (e.g. you see if somebody on Facebook saw your message etc.). **What do you dislike about Kayako?** Severe bugs are not fixed fast enough (Twitter DMs not working for almost a month). **Recommendations to others considering Kayako:** Try it out, the demo is pretty good and you can contact the support regarding any questions. **What problems is Kayako solving and how is that benefiting you?** User support, one of the benefits are a good review functionality and an easy to use help center/messenger. ### 20. Kayako review **Rating:** 3.5/5.0 stars **Reviewed by:** Anjonez A. | Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2018 **What do you like best about Kayako?** I like the simplicity of the webmail. I like the speed of being able to setup multiple inboxes to account for multiple sales channels **What do you dislike about Kayako?** I don't like how the platform handles attachments. Sometimes they go through, and sometimes they don't despite having a limit set to accommodate. **Recommendations to others considering Kayako:** I would recommend Kayako especially to a company that has multiple sales channels. I would make sure that you have staff available to address inquiries based on your SLA and also take advantage of the autoresponders as needed. **What problems is Kayako solving and how is that benefiting you?** Streamlining inquiries across multiple sales channels. Time savings due to consolidation. ### 21. Excellent Help Desk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Mike H. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Kayako?** Easy to use compared to many softwares I tried in the past. **What do you dislike about Kayako?** Nothing I found I dislike with the software thus far. **What problems is Kayako solving and how is that benefiting you?** We solve our customers technical issues. It helps me keep track of my customers open tickets. ### 22. Its awesome bug free **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2019 **What do you like best about Kayako?** Kayako helps to manage tickets in a much better way. **What do you dislike about Kayako?** User interface seems to be somewhat old now. It needs to be updated **Recommendations to others considering Kayako:** Go for it. It's good **What problems is Kayako solving and how is that benefiting you?** Customer service, live chat, KB creation, pushing news ### 23. Kayako is a no go **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Research | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2019 **What do you like best about Kayako?** I only like that it’s available. Other than that I don’t like it. **What do you dislike about Kayako?** It’s difficult to figure out and response time is slow **What problems is Kayako solving and how is that benefiting you?** Tech support ### 24. Great Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2019 **What do you like best about Kayako?** - Integrated modern chat - Good documentation - Help desk - Help center **What do you dislike about Kayako?** - Somewhat expensive entry pricing for powerful features - No support for Facebook Messenger / Twitter, etc support **What problems is Kayako solving and how is that benefiting you?** - Help Center - Support Ticketing - Support Chat ### 25. Wonderful and easy. **Rating:** 5.0/5.0 stars **Reviewed by:** Rolf M. | Software Quality Assurance Engineer, Gambling & Casinos, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2018 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 26. Clunky Ticketing Service **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2019 **What do you like best about Kayako?** Was not a fan of Kayako - the ticketing service was clunky and not user-friendly. **What do you dislike about Kayako?** Had a plethora of issues regarding real-time updates, responses, and attachments. **Recommendations to others considering Kayako:** Shop around for a better option **What problems is Kayako solving and how is that benefiting you?** It was being utilized to answer service tickets from store locations and field staff. ### 27. Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Investment Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2019 **What do you like best about Kayako?** Functionality is user friendly and Reports are easy to use as well. **What do you dislike about Kayako?** Just having to get use to the filters to run reports if you require more stats. **Recommendations to others considering Kayako:** Easy to Implement and Use for starting a ticketing System and Reporting. **What problems is Kayako solving and how is that benefiting you?** Analytics on how many calls we really get per month. And types of calls we receive. ### 28. Robust Ticketing Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Mark T. | Senior Technical Services Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Kayako?** I like the ability to manage and respond to tickets quickly and easily. I also like the features that allow customers to view and manage their open tickets. **What do you dislike about Kayako?** I dislike how long tickets are difficult to manage and track, and issues that go for longer than 20 responses start to become a pain. **What problems is Kayako solving and how is that benefiting you?** We have used Kayako not only to answer tickets, but to track our customer service response times and satisfaction. The reporting in Kayako is robust and has allowed us to customize Kayako to meet our needs. ### 29. So comfortable program **Rating:** 5.0/5.0 stars **Reviewed by:** Florene E. | Education Specialist, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2018 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 30. Great System. Good Fit? **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2019 **What do you like best about Kayako?** Full-featured and well designed. Integrates with WordPress well. Provides a solid automated self-serve support capability. **What do you dislike about Kayako?** CRMs offer this functionality integrated for a better overall experience. No easy CRM integrations. **Recommendations to others considering Kayako:** Check out Salesforce Essentials or Agile CRM as they offer integrated Helpdesk features. **What problems is Kayako solving and how is that benefiting you?** Customer Support ### 31. Great way to get back to customers **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** December 27, 2018 **What do you like best about Kayako?** It is easy to assign messages to different members of staff. Updates quickly. Attractive page. **What do you dislike about Kayako?** Better spam management would be great, perhaps adding a block feature. **What problems is Kayako solving and how is that benefiting you?** Responding to customers regarding issues with orders or general enquiries. Works well and response targets are generally met. ### 32. Not a bad product but needs some improvements **Rating:** 2.5/5.0 stars **Reviewed by:** Olga S. | Senior Application Analyst, Medical Devices, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Kayako?** It is simple to use for creating tickets and replying to them **What do you dislike about Kayako?** To run stats is a hassle, it is not user friendly and very complicated **Recommendations to others considering Kayako:** most like no **What problems is Kayako solving and how is that benefiting you?** company's ticketing system ### 33. Kayako as support tracking system **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriel K. | Operations and Infraestructure, Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** As a ticket system to track clients support request is a good tool. **What problems is Kayako solving and how is that benefiting you?** Direct client support and tracking system over tickets. ### 34. Great! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Kayako?** I like best the tabbed browsing of tickets. It saves a lot of time checking tickets and make us productive. **What do you dislike about Kayako?** What I don't like is the steps needed to be done when closing tickets. There should be a drop-down button on the ticket's list which changes the status of a ticket from there. **What problems is Kayako solving and how is that benefiting you?** It solves us the problem of managing tickets and managing our SLAs for tickets. ### 35. Great solution at work **Rating:** 4.5/5.0 stars **Reviewed by:** Vanda W. | Support Manager, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2017 **What do you like best about Kayako?** Very good that now i have everything in right place. My work team is more organized and their works higher now. Great connection online so to have live chat is much better and with no problem. **What do you dislike about Kayako?** I don't have any bad and big issue. I like that software.good organized work. I see that it really works very good for my work. Good support service and very helpful. **Recommendations to others considering Kayako:** I'm working with this software. And I found that it's very easy to use. Simple set up. We are all happy to work every day with Kayako. I recommend it to you. **What problems is Kayako solving and how is that benefiting you?** That program helps us to be more organized. We can control our staff. Also, we are trying to make our important things on the top level and be sure that they are will be in right place. ### 36. Fast and Comprehensive Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Christian M. | Director Technical Support, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2017 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** Classic version is great! **What problems is Kayako solving and how is that benefiting you?** 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. ### 37. Kayako - Helpdesk that can evolve **Rating:** 3.5/5.0 stars **Reviewed by:** Amani I. | Client Services Team Manager, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2017 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** 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 is Kayako solving and how is that benefiting you?** 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. ### 38. I probably don't use most features of Kayako. It works for certain things but it's very quirky. **Rating:** 3.5/5.0 stars **Reviewed by:** Elise C. | Graphic Designer, Luxury Goods & Jewelry, Enterprise (> 1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about Kayako?** The best thing about Kayako is the ease of keeping track of tickets with customers. The Macros feature (allows you to save certain responses) is also really nice and convenient when replying to customers because typically, they will ask the same questions very often. **What do you dislike about Kayako?** I dislike how the web app does weird stuff all the time. Frequently, when trying to view tickets, I have to log in multiple times and it will tell me wrong username/password until I manually change the URL to shorten it and then navigate back to the web page that holds the tickets. Also, our customers tell us often that they did not receive our emails This could very well be the customer just not seeing the email, but I have to wonder when our customers tell us this nearly every day. Another thing that is odd: every now and then instead of showing my name as logged in at the top right corner, it will show my co-worker's names! If I refresh, it might say another co-worker's name. I have no idea how this is happening or why. **What problems is Kayako solving and how is that benefiting you?** Customers email my company for support and Kayako makes it easy to sort tickets by Open, In Progress, Pending Response, or Closed. It's easy to see at a glance if there are any tickets open. ### 39. best ticket system we have used **Rating:** 5.0/5.0 stars **Reviewed by:** Monica G. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2018 **What do you like best about Kayako?** we have tried many ticket generating systems in the past and we feel as a company that this one is the best for our buck. Its very inclusive and gives us everything that we are looking for. **What do you dislike about Kayako?** i do not dislike anything at this time about the kayako software. **What problems is Kayako solving and how is that benefiting you?** our tickets process has improved an overall 85% of our employees and customers. ### 40. Its fine for chats and ticket resolution, but pretty clunky **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2018 **What do you like best about Kayako?** The reporting is pretty in depth. Easy to use for clients **What do you dislike about Kayako?** The email chain is either lacking or TOO long. **What problems is Kayako solving and how is that benefiting you?** Help desk. ### 41. Kayako it's great to have it **Rating:** 4.5/5.0 stars **Reviewed by:** Dorice F. | Event Manager, Events Services, Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2017 **What do you like best about Kayako?** What is I like more that everything in one place, a happy team, that programm can support me and customers wherever they are or I am. A human live chat experience, even when im not online it's the best what can be. **What do you dislike about Kayako?** I don't have nothing to say as i don't see any big issue. **Recommendations to others considering Kayako:** As for me, easy to install and maintain. Also it's easy to use. And in the end customers love it simply Software you can get, I recommend it to who ask me for one. **What problems is Kayako solving and how is that benefiting you?** Kayako helps us to organise our staff, and start putting our resources where they were needed. The management is fantastic and build nested levels of support to ensure we know . ### 42. Improved how our non-profit helps the public beyond expectations **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah H. | Director, Mental Health Promotion, Mental Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2017 **What do you like best about Kayako?** - 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 about Kayako?** - 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 is Kayako solving and how is that benefiting you?** - 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%. ### 43. I wish everybody used Kayako **Rating:** 4.5/5.0 stars **Reviewed by:** Eege K. | Service Manager, Staffing and Recruiting, Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2017 **What do you like best about Kayako?** 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 about Kayako?** 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 Kayako:** Stop thinking in customer ticket system and start thinking in customer experience - use in Kayako! **What problems is Kayako solving and how is that benefiting you?** 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. ### 44. Customer support Software but unresponsive Kayako's Internal Support **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Semiconductors | Small-Business (50 or fewer emp.) **Reviewed Date:** March 23, 2018 **What do you like best about Kayako?** The tool is good and similar to email. Setup is easy and adaptability is simple. Similar to other tools in the market. **What do you dislike about Kayako?** They After sale support is terrible. Once you signup that it..they will anwer any of your questions. Promise big and deliver nothing. Not Walk the talk. **Recommendations to others considering Kayako:** Take tool as it is and anything sales folks promise they will not deliver. They just want to get your business **What problems is Kayako solving and how is that benefiting you?** It can be used as common email box for all agents. ### 45. Informative Scheduling System **Rating:** 4.0/5.0 stars **Reviewed by:** Renae J. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2017 **What do you like best about Kayako?** I like that you can create tickets to complete which keeps you accountable of things needing to be done. You can also rank the status of the responses on the tickets from good to bad. **What do you dislike about Kayako?** I dont like that some of the features arent too user friendly, so it takes a few times navigating through before you get the gist of it **Recommendations to others considering Kayako:** This is a good product for those needing some time of virtual scheduler to keep you accountable of tasks to be worked and to do items needing to be completed. **What problems is Kayako solving and how is that benefiting you?** Kayako is valuable in keeping my business streamlined so that i can get tasks completed without forgetting to do them ### 46. best economic support software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2017 **What do you like best about Kayako?** the live chat feature is very feasible, they also provides mobile app to support the live chat, so we can login from anywhere even on the road. In the case that no one is on duty, customer can leave a message and that message also becomes an email that sent to support@jinfonet.com to create a new ticket there. **What do you dislike about Kayako?** The most I do dislike is the lacking of format choices for the ticket response in their UI. Everything is plain text, so most of us chose to respond the ticket outside of the application, and put Kayako's email in Cc list so it can create a record for that ticket. **What problems is Kayako solving and how is that benefiting you?** We are software company, so we use Kayako as our customer support application. We use Kayako to track down for the product issues reported by the customer. The biggest benefit we have is we are able to manage customer much more easily, and with its auto-dispatcher, it saved us a lot of time of manually dispatching tickets ### 47. Useful, but still lacks a lot of key automation **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2017 **What do you like best about Kayako?** I like how you can edit the notes that you put on tickets. It's easy to see what tickets are in your name and it's very simple to reply to a ticket. **What do you dislike about Kayako?** The search function on tickets isn't very advanced. If you don't know almost exactly what you are looking for, it is hard to filter for things. I don't really like the UI or look of the dashboard, slightly hard to navigate and get visibility into key metrics. **Recommendations to others considering Kayako:** If you need a ticketing system in the beginning stages of a company with budget constraints and only want to offer basic support, this is a very simple way to go. If you are looking for more visibility and expect to have many employees use the system, I would opted for a better ticketing system. **What problems is Kayako solving and how is that benefiting you?** Being able to answer tickets for our customers. It's a very basic and simple ticketing tool that we used to get us started with a help desk. ### 48. Kayako ROCKS! **Rating:** 4.5/5.0 stars **Reviewed by:** Deb M. | Member, Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2017 **What do you like best about Kayako?** Love the way that Kayako presents information and allows us to assign and manage our customer requests. All department use Kayako and we manage requests and activities across multiple departments. **What do you dislike about Kayako?** Reporting is a little difficult but we are migrating to their cloud platform and are looking forward to more robust reporting and analysis. **Recommendations to others considering Kayako:** The folks at Kayako are extremely easy to work with. We find that if we come up with something that isn't working quite right, they are very interested in getting it added to the software. **What problems is Kayako solving and how is that benefiting you?** We are getting our issue solved by being able to use a flexible ticketing platform in order to move issues and request throughout out organization regardless of area of responsibility. ### 49. Our company is using Kayako over 2 years - good experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2018 **What do you like best about Kayako?** - nice dashboard - user friendly - good support - new updates **What do you dislike about Kayako?** - missing voice notifications once someone contacting us through messenger (because of that we are using different app for livechat) - sometimes I don't like the trigger system **Recommendations to others considering Kayako:** Good tool for companies with high volume tickets. Missing voice sound when someone chatting with us. Reliable software. **What problems is Kayako solving and how is that benefiting you?** We receive hundreds of tickets so we need to keep it sorted for our entire team which is easy to do with Kayako. ### 50. Reliable If Simple Service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2018 **What do you like best about Kayako?** Creates a ticket system and knowledgebase with relative ease. There are easy way to track tickets and leave notes for colleagues. **What do you dislike about Kayako?** Can sometimes crash. Has some bugs particularly when merging tickets. **What problems is Kayako solving and how is that benefiting you?** Technical Support and Sales related inquiries from customers. ## Kayako Discussions - [Does Kayako offer an API?](https://www.g2.com/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) - 2 comments, 1 upvote - [What integrations does Kayako support?](https://www.g2.com/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) - 2 comments, 1 upvote - [What features does Kayako offer?](https://www.g2.com/discussions/features-functionality) - 1 comment, 1 upvote - [Can I use Messenger in multiple languages?](https://www.g2.com/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) - 1 comment, 1 upvote - [How much does Kayako cost?](https://www.g2.com/discussions/pricing-35f2aa87-475d-4110-b2e8-1dc6881464cb) - 1 comment, 1 upvote - [View Kayako pricing details and edition comparison](https://www.g2.com/products/kayako/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-05+10%3A32%3A25+-0500&secure%5Bsession_id%5D=daa9b65c-95aa-469a-88c2-f73d17719ee2&secure%5Btoken%5D=6f44eb979eb3a264eaea2cabd8849addfa78dc1f66f4dd9cd3a9b0a535fa8a4b&format=llm_user) ## Kayako Integrations - [Facebook for Business](https://www.g2.com/products/facebook-for-business/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [REST](https://www.g2.com/products/rest/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [X (Twitter)](https://www.g2.com/products/x-twitter/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## Kayako Features **** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Analytics** - Trends - Performance Tracking **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards - Mobile Access **** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization ## Top Kayako Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,658 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - 4.4/5.0 (418 reviews)