--- 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: '2026-08-07' 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 help desk experience **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel C. | Information Technology Manager, Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2015 **What do you like best about Kayako?** The kayako help desk has all the features of a big help desk ticketing system without the complexity and learning curve seen in other systems **What do you dislike about Kayako?** The knowledge base is currently underdeveloped and could do with the ability to tag articles, insert photos and view revisions. **What problems is Kayako solving and how is that benefiting you?** Kayako runs our support desk day to day and takes care of the process end to end. It's great to only have to rely on one system for a cost effective price. ### 2. Kayako - a Top-Level Helpdesk Solutoin! **Rating:** 5.0/5.0 stars **Reviewed by:** Werner D. | Inhaber, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2015 **What do you like best about Kayako?** The most liked feature of kayako for me is, that i get an full helpdesk-solution within a ticket-system. The Dashboard is the same way powerful, like the SLA-System. I am really happy sinc we use fusion. **What do you dislike about Kayako?** there is nothing i could tell you, because i have no point of disliking **What problems is Kayako solving and how is that benefiting you?** i use the fusion- online platform to provide my customers a ticket & helpdesk system for telecommunication issues ### 3. A Robust Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2015 **What do you like best about Kayako?** The ease of communication between users of the system. We use the system for the knowledge base so the fact that we can easily enter FAQs in no time helps a lot, especially since we take our user manual and dissect important information and aspects of the software for our users. **What do you dislike about Kayako?** Don't really have any issues with Kayako. **Recommendations to others considering Kayako:** Don't think about it. Kayako is the most comprehensive support suite around. **What problems is Kayako solving and how is that benefiting you?** The ability to provide our customers with an extensive database of information and support details related to our products. ### 4. Great Product! **Rating:** 5.0/5.0 stars **Reviewed by:** Karan Z. | Chief Technology Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2015 **What do you like best about Kayako?** The functions and features are very well designed. The user interface is easy to use. **What do you dislike about Kayako?** Overall the product is great. I wish the update process was easier. **What problems is Kayako solving and how is that benefiting you?** We have been able to give better, faster, reliable customer service as a result of using Kayako. ### 5. Perfect helpdesk sofware :) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2015 **What do you like best about Kayako?** Really perfect helpdesk software. Well lit and can be easily trained staff to work with him **What do you dislike about Kayako?** License and updates.. To receive updates must pay for support and updates.. I don't want support... Only updates... Security patches only for few version... **Recommendations to others considering Kayako:** Bulgarian translation. **What problems is Kayako solving and how is that benefiting you?** We use Kayako in our University to give support for our teachers and students. ### 6. Kayako **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2015 **What do you like best about Kayako?** I feel that Kayako meet our needs regarding a professional solution to handle customer service and support. the system is very flexible and has a lot of great features all in one packet. The system has freq. updates , where bugs will be solved and new features added, it shows that the Kayako team is very dedicated to their product. The support at Kayako is very good and very professional - the respond very fast at e-mails and there is even a chat available for urgent issues. I feel that they care about their customers and do an exelent job in their support. **What do you dislike about Kayako?** Sometimes it takes a lot of time for low priority bugs to be fixed **Recommendations to others considering Kayako:** I strongly recommend trying the trial demo at Kayako site first, setup the demo as if it was the real setup you need. Test it and see if it's working like you expected it to. **What problems is Kayako solving and how is that benefiting you?** Supporting software solutions. Kayako was very easy to customize to meet our needs a flow. ### 7. support platform for our clients **Rating:** 4.5/5.0 stars **Reviewed by:** Jake O. | Hosting Engagement Manager, Computer & Network Security, Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2015 **What do you like best about Kayako?** The Price and functionality are at a place where there is no competition to your product. **What do you dislike about Kayako?** the new price model that was rolled out. **Recommendations to others considering Kayako:** For the money, its the best on the market. **What problems is Kayako solving and how is that benefiting you?** Being able to support several different client groups at a reasonable price. ### 8. Kayako is a suitable helpdesk system for small/medium businesses. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2015 **What do you like best about Kayako?** E-mail function is properly developed, softphone is quite stable. **What do you dislike about Kayako?** Resource management is not sufficient, support is quite poor. **What problems is Kayako solving and how is that benefiting you?** We are using Kayako for customer service of 6 different e-shops. ### 9. Great way of organizing help desk requests, and effectively responding to clients. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** July 16, 2015 **What do you like best about Kayako?** Ticket merging, escalation rules, ticket history functionality. **What do you dislike about Kayako?** Kayako Desktop isn't very polished. Prefer web interface. **What problems is Kayako solving and how is that benefiting you?** Simplifying or request queue, and easily retrieve client-related request data. ### 10. Best Ticketing System! **Rating:** 5.0/5.0 stars **Reviewed by:** Ahmad M. | Founder, CEO, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2015 **What do you like best about Kayako?** Simplicity, Organized, do what you ask it to do. **What do you dislike about Kayako?** Mobile App not that strong, usually i work over Mobile's Browser. **Recommendations to others considering Kayako:** Go for it ;) **What problems is Kayako solving and how is that benefiting you?** Providing support to our clients over this ticketing system, manage sales orders, follow up with clients' accounting and other things. ### 11. The best for the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Hugo P. | CTO, Information Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2015 **What do you like best about Kayako?** Simple yet powerfull interface with lots of features **What do you dislike about Kayako?** Pricing is a bit high, but costumers preferência kayako **What problems is Kayako solving and how is that benefiting you?** Simple communication with costumers ### 12. Love Kayako! **Rating:** 4.0/5.0 stars **Reviewed by:** Dezeree C. | Programmatic Media Manager, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2015 **What do you like best about Kayako?** Very easy to use and manage work for the team. **What do you dislike about Kayako?** I wish there was a calendar view of the tasks. **What problems is Kayako solving and how is that benefiting you?** Organizing requests for our department. ### 13. My experience with Kayako **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2015 **What do you like best about Kayako?** It has a visually appealing user interface. **What do you dislike about Kayako?** Could never get it to work correctly after installing 5 times. **What problems is Kayako solving and how is that benefiting you?** Processing of user requests. A ticket system has placed further organization into the processes. **Official Response from Jamie Edwards:** > Thank you for your review and I'm sorry Kayako did not meet your needs at the time. We offer a cloud-based version of Kayako which is aimed at teams who do not have the IT capabilities to download, install and host Kayako on-premise themselves. I hope you were able to check that out! ### 14. Our experience with Kayako has been nothing but pleasant. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2015 **What do you like best about Kayako?** We like the automatic updates and that scheduled maintenance is performed during off-peak hours. **What do you dislike about Kayako?** I don't think there is anything I would change. **What problems is Kayako solving and how is that benefiting you?** We solve all of our customer and internal issues using Kayako. ### 15. The World Best Customer support Platform from Worst People **Rating:** 0.0/5.0 stars **Reviewed by:** Sharanyan S. | â™› Founder & Chief Executive Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2014 **What do you like best about Kayako?** The Application features really amazing, nor any other Customer support CRM can't convince kayako features. **What do you dislike about Kayako?** since 2011. I owned 2 x hosted version "support suite" licence from Kayako.But, when they advertised on their site, they've mentioned " Owned Support suite " value $499.95 is forever with no obligatory subscription costs. You can verify this from : http://web.archive.org/web/20101116042632/http://www.kayako.com/solutions/ Now, They left these two licence as an obsolete version ( which is not support for php.5.3+,etc) and they've forced their clients to buy their upgrades which is more than $2000+ per single user ( earlier one was unlimited ). Of course nothing free in to this world, but kayako providing false statement to their clients saying " forever with no obligatory subscription costs. " . However, you could charge $$$ for deploy your upgrades for your existing buyers like ActiveCollab or Vbulletin. My points : 1) Unstable Business model : kayako abandoning their existing product and clients and forcing their clients to purchase their $$$$ value new product. If you have tons of data's in your existing version then there is no way to switch different platform, you will have to pay them to manage your data. 2) Fake Promises: Right now i'm using Freshdesk and i'm so delighted with their price,professional support and features, still i love Kayako. So i have purchased kayako fusion ondemand because i don't wanna fall their owned licence trap again. One of their sales guy name Hardeep singh promised me, i can pay my monthly payment via Paypal and i paid my 1st installment July,4th and now i asked them to send an Paypal invoice, but they refused to accept via Paypal and forcing me to pay via Creditcard. I'm not really trust them anymore to give my credit card details . 3) Unprofessional response: They send automated emails frequently without even reading their clients profile details, payment agreements like a bot. All i can say, this is a best product from worst people. **Recommendations to others considering Kayako:** Do not buy their owned licence or any annual subscriptions traps, they will release new updates and force you to pay extra. **What problems is Kayako solving and how is that benefiting you?** We are trying to use their Fusion to provide live support and helpdesk services to our clients, the platform really awesome. ### 16. Kayako has vastly improved our customer support and the response time of all our engineers **Rating:** 5.0/5.0 stars **Reviewed by:** Gary M. | IT Director, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2014 **What do you like best about Kayako?** The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love the mobile applications which let us assign tickets to them without having to call/text. **What do you dislike about Kayako?** We host Kayako on our own servers, which means we have to look after and maintain the webserver and SQL database to keep everything running. Kayako do offer an on demand solution where they do all this for you, and in hindsight, I would have preferred to use the on demand solution. **Recommendations to others considering Kayako:** Try out the free trial, or check out one of the free demonstrations, Kayako software is vast and it will absolutely meet almost every requirement you throw at it, but does take time to setup, unless you use the on demand version. **What problems is Kayako solving and how is that benefiting you?** Before using Kayako, as a company our main problems where gaining vision on what each of our staff were actually doing, and ensuring that customers (especially our larger ones) were receiving a timely resolution to their issues. Kayako has taken over so many aspects of our business and is now the core system we use to organise and run everything, I could not recommend it highly enough to anyone looking for a robust and reliable helpdesk platform. ### 17. Significantly Enhanced Quality and Timeliness of Customer Service Responses **Rating:** 4.0/5.0 stars **Reviewed by:** Paul C. | General Manger, Data Advisory, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2013 **What do you like best about Kayako?** Granular management of each and every customer issue Ability to synchronise and create tickets in response to website events Ability to custom develop on top of the source code **What do you dislike about Kayako?** Absence of staff interface for languages other than English Limited scope of custom reports function **Recommendations to others considering Kayako:** A reasonable level of technical knowledge is required if you want to get into the details of the set-up and installation, and particular if you need to modify the template content into languages other than English. **What problems is Kayako solving and how is that benefiting you?** We use Kayako to manage the email and live-chat interactions with our customers, as well as to track delivery of key SLA promises. It has helped us to successfully implement a customer standard of same-day response for all inquiries. ### 18. Convoluted and Discombobulated **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2014 **What do you like best about Kayako?** What I liked best about Kayako was our ability to implement the software quickly as a standalone product. Pricing was on par with the quality of software, cheap. **What do you dislike about Kayako?** Overall support for Kayako was horrible, online help for CRM integration was confusing and phone support was nearly non-existent. We tried to connect Kayako to SFDC Enterprise and could not figure it out. So we switched to Salesforce Service Cloud. The main reason we switched was because they integration with Salesforce was easy. **Recommendations to others considering Kayako:** Seriously consider other options if you need to integrate with any other system. **What problems is Kayako solving and how is that benefiting you?** We needed to give our Account Managers access to Customer Service cases and Professional Services projects. Our solution was to integrate our CRM with our Support system. **Official Response from Jamie Edwards:** > Thank you for your review and I'm sorry Kayako did not meet your needs at the time! Have you checked out the new Kayako, launched in July 2016? It includes a new UI, much better reporting, faster performance, and integrations and features for growing teams. You can find out more at www.kayako.com or get in touch at support@kayako.com if you need any advice! ### 19. It just works (it's as easy as that) **Rating:** 5.0/5.0 stars **Reviewed by:** Svein Ivar A. | Service Center Manager, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2013 **What do you like best about Kayako?** Easy set up, great support. The way they have made the knowledge base, the community tutorial material. The fact that we are up and running from day one, and that the system allows us to learn by doing is really good for us. **What do you dislike about Kayako?** I would like to have the ability to buy maintenance as a service. We have limited resources that we want to use in other fields. Being able to buy set up, customization and branding would be to great help for us. **Recommendations to others considering Kayako:** I would recommend Kayako to others, I also look forward to continue exploring Kayakos many possibilities further as we learn more. **What problems is Kayako solving and how is that benefiting you?** A better overview on cross BU tickets and follow up ### 20. Kayako has greatly improved the quality and response time of our customer experience. **Rating:** 3.5/5.0 stars **Reviewed by:** Nicole J. | Technical Support Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2013 **What do you like best about Kayako?** Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional time to resolve issues and focus on our customers. **What do you dislike about Kayako?** I do wish there was more of a way to store customer information. We are using the software much like a CRM but we do not need all of the functionality of a true CRM solution. **Recommendations to others considering Kayako:** I would definitely recommend Kayako Fusion to others looking for a solution. The added functionalities of a mobile application and the ability to communicate through instant messaging are bonuses to using the software. Our team really enjoys this product. ### 21. Great package **Rating:** 4.0/5.0 stars **Reviewed by:** Erik K. | DGA, Political Organization, Small-Business (50 or fewer emp.) **Reviewed Date:** July 19, 2013 **What do you like best about Kayako?** - Solid solution out of the box and possibility to alter the source code - On-premises software - Great and fast support - Billing per ticket possibility **What do you dislike about Kayako?** - Multiple e-mails in HTML format are not being parsed correctly by the software - Zendesk and Kayako can't work together so some of our customers have to use normal e-mail to send in a support ticket. They both use the e-mail Subject as Ticket ID and this results in lost tickets within the system. **Recommendations to others considering Kayako:** Know your customers ticketing system before choosing between the different ticketing system suppliers. ### 22. Excelent product with great support **Rating:** 5.0/5.0 stars **Reviewed by:** lee r. | IT Systems Specialist, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2014 **What do you like best about Kayako?** Simple to setup with outstanding customer support from the online helpdesk. Easy to use and navigate for staff and users alike. **What do you dislike about Kayako?** Some of the settings where hard to find initially. **What problems is Kayako solving and how is that benefiting you?** Moving from a main stream helpdesk system to Kayako has saved us money on yearly maintenance and is super easy for any IT department to administer. ### 23. Nice overall CRM / Service Desk software package **Rating:** 4.0/5.0 stars **Reviewed by:** Craig M. | Technical Project Manager - Systems Architect, ITIL Certified, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2013 **What do you like best about Kayako?** - Very solid out of the box solution with the option to alter the source code to meet your requirements - On-premises software or SaaS capabilities - Product support is very good. I give them 4.5 out of 5 stars - Reporting module vastly improved with release 4.5 and above - Low Cost solution **What do you dislike about Kayako?** - Client interface search module should be designed to parse and distinguish search results between Knowledge Base documents and Client service requests - Email signatures that contain images become attachments within the system utilizing storage capacity. This requires maintenance periodically using the purge attachments tool **Recommendations to others considering Kayako:** - If you are looking for a low cost flexible CRM / Service Desk solution add Kayako to you evaluation list! ### 24. A flexible way to take care about your customer **Rating:** 4.5/5.0 stars **Reviewed by:** Paolo M. | System Integrator, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** September 09, 2013 **What do you like best about Kayako?** The easy way that takes you from a mail to a close ticket, the easy installation and the REST api useful for integrates kayako in your own business model **What do you dislike about Kayako?** The backend is full of features, and sometimes is hard to find rules or understand where the system can help you! another thing, where is my calendar? **Recommendations to others considering Kayako:** You have to try Kayako backend interface, the multi-features rules, and all the personalizations and the API system, strongly recommended! ### 25. Kayako Fusion Makes Help Desk Support a Breeze! **Rating:** 4.0/5.0 stars **Reviewed by:** Jorge M. | Technical Account Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2013 **What do you like best about Kayako?** Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses! **What do you dislike about Kayako?** India based support. **Recommendations to others considering Kayako:** Kayako has come a long way, both as a company, and a software. If you want to eliminate the perils of upgrades and software management, I recommend the SaaS route. ### 26. Great product! **Rating:** 3.5/5.0 stars **Reviewed by:** Alexis C. | Founder, CEO & Chairman **Reviewed Date:** July 16, 2013 **What do you like best about Kayako?** How easy it is to start working with it **What do you dislike about Kayako?** - No built-in security for signed and/or encrypted mails - Bad communication to customers in regards of upcoming features / roadmap **Recommendations to others considering Kayako:** Be sure in which system you would like to integrate Kayako. Sometimes other solutions are better ingrated into third party systems like Salesforce etc. ### 27. When you want something like Zendesk but hosted locally **Rating:** 3.5/5.0 stars **Reviewed by:** Randy J. | Owner, Information Technology and Services **Reviewed Date:** February 02, 2013 **What do you like best about Kayako?** Good customer service, API (have not used it yet but it is available), easy to admin and customize, LDAP/AD integration **What do you dislike about Kayako?** UI a bit busy, cluttered **Recommendations to others considering Kayako:** If your data security plan will not allow for cloud based ticketing, give this tool a try. It can manage multiple emails/queues and has many bonus features including email templates, knowledge base, survey and workflow engines. ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+10%3A15%3A35+-0500&secure%5Bsession_id%5D=dfa30d43-d4ff-4dcf-8f53-a0998b0b0391&secure%5Btoken%5D=899fcdb90925762f9f409a9e2cb47eb18b3c200d8d9d234e92ce08c0a4ebfff7&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 **Additional Functionality** - 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 **Additional Functionality** - 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 - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - 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 - Workflow Automation ## Top Kayako Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,659 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 (419 reviews)