--- 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 customer service tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2017 **What do you like best about Kayako?** The Program is user friendly and easy to use. I especially favor the ability to customized to fit my workflow . **What do you dislike about Kayako?** Was having difficulties attaching files. **What problems is Kayako solving and how is that benefiting you?** I used to answer customer account inquires. ### 2. Helpdesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Aaron R. | Senior Network Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2017 **What do you like best about Kayako?** Great helpdesk suite with everything you need to keep track of your clients and their issues. **What do you dislike about Kayako?** Whats to say, there's not much to dislike **Recommendations to others considering Kayako:** Give it a try, there's nothing to lose **What problems is Kayako solving and how is that benefiting you?** The largest benefit would be taking the burden off tracking clients issues by having an easy to use and powerful helpdesk solution. ### 3. Kayako has a quick response time with any challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2017 **What do you like best about Kayako?** I use Kayako through my job that allows me to stay home to be with my son and still help make a living to support my family. The team I am on uses kayako as a tool and I have found that there is very rarely any downtime or errors that hinder my ability to get my hours in at any time of the day. If there has been a challenge, they are professional, quick to respond and correct, as well as kind enough to point me in the right direction if I reported a challenge to them that is not within their wheelhouse. **What do you dislike about Kayako?** There have been challenges that have taken a lot longer to correct and it has hindered other people within my company, but not on my team, from completing their work required hours. However, they are responsive and communicative and don't drop off the face of the earth just because they don't have a solution yet, which I find very good. **What problems is Kayako solving and how is that benefiting you?** They have created a tool that allows me to complete my job. I help my team determine what posts are relevant on the internet for consumers. The tool streamlines my job so I can complete more submissions. ### 4. Akita Helpdesk ticket management **Rating:** 4.0/5.0 stars **Reviewed by:** Christophe B. | Owner, Computer & Network Security, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2017 **What do you like best about Kayako?** One of the better ticketing systems we have used. Plenty of features and reporting to help strategically run our help desk services. **What do you dislike about Kayako?** I'd like better integration with CRMDynamics **Recommendations to others considering Kayako:** n/a **What problems is Kayako solving and how is that benefiting you?** We can performance manage our help desk staff and identify customers who require uplifts is SLA requirements. ### 5. Its a simple and efficient app **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2017 **What do you like best about Kayako?** The simple way you can use it and the interface is simple and user friendley **What do you dislike about Kayako?** it sometimes crashes and goes offline and other client details are not updated **Recommendations to others considering Kayako:** make sure the service is online most of the time **What problems is Kayako solving and how is that benefiting you?** Connection issues and its an efficient app ### 6. Limited functionality, clunky interface, but meets basic needs **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2017 **What do you like best about Kayako?** It is relatively stable. It is cheap, and fairly straightforward in what it offers. **What do you dislike about Kayako?** Limited report functionality, KQL is not powerful enough, unattractive UI, clunky views, poor performance, inconsistent development features. **Recommendations to others considering Kayako:** If you are a small company with limited budget, it works. If you want it to grow with your team, need additional integration and features, or want something customer facing, look elsewhere. **What problems is Kayako solving and how is that benefiting you?** CMS for small-mid size business. I imagine it was great when the team was 3 people - it is basic and does the job for a small org. But now we are growing, team needs are greater and customers demand more as well and it just isn't sufficient. **Official Response from James Doman-Pipe ↗️🏳️‍🌈:** > Thanks for your review! 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! ### 7. Kayakoo Review **Rating:** 5.0/5.0 stars **Reviewed by:** Sion H. | Business Development Manager, Computer & Network Security, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2017 **What do you like best about Kayako?** Simple to use easy to navigate around and has a good visual appearance **What do you dislike about Kayako?** The reporting element could be simplified **What problems is Kayako solving and how is that benefiting you?** It is used for the helpdesk to deliver business fast response ### 8. Happy to recommend Kayako **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2017 **What do you like best about Kayako?** I find it very intuitive and easy to use. Ticket management and escalation are improved on previously software we have used. **What do you dislike about Kayako?** It is annoying that you cannot add screenshots to responses, this would make quite a difference. **What problems is Kayako solving and how is that benefiting you?** Efficiently management of tickets and resource allocation. This has saved up money and improved our service to clients. ### 9. Very Pleased **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2017 **What do you like best about Kayako?** The simplicity of the software. The ability to provide our customers with a support portal. **What do you dislike about Kayako?** Would be great to be able to embed screen-grabs into replies. **What problems is Kayako solving and how is that benefiting you?** Live Chat for our websites Meeting customer SLAs for our helpdesk ### 10. Good product, not my favorite! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2016 **What do you like best about Kayako?** I like that you can have one inbox that multiple people can access and work on at the same time. **What do you dislike about Kayako?** I don't like the emails the system send whenever you submit/receive a update to a ticket. We actually had a couple of issues when we implemented this as a way to manage our customer messages, as the priority we assigned to tickets was being displayed for them on the kickback emails the system send automatically. **Recommendations to others considering Kayako:** It's very easy to give access to employees to multiple inboxes. **What problems is Kayako solving and how is that benefiting you?** We have implemented this as a customer service solution, for the IT help desk, and for a few other departments. It makes it easier to have multiple people working on different issues at the same time. ### 11. Kayako has given our Help Desk a great resource for managing and tracking the support we provide. **Rating:** 5.0/5.0 stars **Reviewed by:** Patricia G. | Assistant Director, IT Services and Support, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2016 **What do you like best about Kayako?** The knowledgebase has proven to be a valuable resource to our staff for support reference, as well as a great tool for our end users to be self-supporting with solving their own issues. Having the ability to assign tickets to specific people on our Help Desk team has been key in keeping us on task with providing great support, as well as project management. And being able to see a ticket history of each end user, or run reports on key support trends helps us to find patterns in our user's support needs, and in turn be able to provide training in specific areas where the users are lacking knowledge. **What do you dislike about Kayako?** The search feature needs improvement. We find that sometimes the items in the knowledgebase aren't indexed very well to be able to search for specific key words. And the reporting feature needs work. The KQL language is hard to understand. If it was more like SQL it would be better understood how to create custom reports. **What problems is Kayako solving and how is that benefiting you?** We use Kayako to solve computer and software issues for our end users. The benefits obtained by using Kayako allow us to track and monitor support trends and identify weaknesses, vulnerabilities, or issues in the computing services that we provide for our end users. ### 12. Worked with Kayako for more than 4 years in chats and tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2016 **What do you like best about Kayako?** Kayako is good and user friendly software for chats and tickets. It allows to set up canned responses in order to provide fast customer support **What do you dislike about Kayako?** There were no huge disadvantages. It is possible to provide great customer support with this software **What problems is Kayako solving and how is that benefiting you?** Assist customers with domain, hosting issues, etc in live chat and tickets ### 13. Kayako's excellent features and support services has brought an uplift to our support services. **Rating:** 5.0/5.0 stars **Reviewed by:** IFTIKHAR A. | Software Quality Assurance and Support Manager, Computer & Network Security, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2016 **What do you like best about Kayako?** - the ability to define customer parameters when it comes to statuses, types etc. - excellent SLA management - Creating tickets for email enquiries - Live chat **What do you dislike about Kayako?** - The default text editor is not good - No ability to provide inline comments on an existing update - To start with it can take you months to be able to make good use of Kayako - Files cannot be shared in the live chat - I really have no other dislike to share. Most of the things in Kayako are really handy **Recommendations to others considering Kayako:** Highly recommended. **What problems is Kayako solving and how is that benefiting you?** - We never drop ball on a customer support enquiry - We are able to put internal notes and internally assign tickets to different owners - Our SLA management is made easier and automatic ### 14. Exceeded our expectations **Rating:** 5.0/5.0 stars **Reviewed by:** Mike W. | Founder & President, Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** We have been a Kayako user for many years. At first I was a bit skeptical of the low cost when we got started, especially since there are some much higher priced products and services available. The features of Kayako far exceeded my expectations. **What do you dislike about Kayako?** There is an occasional quirk here and there, but it doesn't ruin our impression. It took us a while to upgrade to Version 4, but we really enjoyed the product even more after this upgrade. We are looking forward to seeing new features in the future. **What problems is Kayako solving and how is that benefiting you?** Because our company is extremely focused on customer service, our staff lives in Kayako every day. We have integrated our helpdesk with our CRM to make it easy to link between systems. ### 15. Best value for money **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 23, 2016 **What do you like best about Kayako?** Kayako understands the profession of customer support and therefore comes with a wide variety of neat functions that makes life on the support desk easier. It makes you look good towards your customers: it is a professional tool that does wht it needs to do: provide the customers a communication platform and overview. It's easy to configure yourself and we had it up and running in a day with only minor adjustments afterwards. Kayako support itself is excellent. Fast, friendly and effective **What do you dislike about Kayako?** We use the hosted version which leaves you with no options to install add-ons. We use the api that comes with Kayako, but is does not support all we need to monitor our support workload. **Recommendations to others considering Kayako:** Kayako is the only one (as far as we know that can handle inline images in e-mail messages, which is a time saver. **What problems is Kayako solving and how is that benefiting you?** Ou customes have an insight in what cases have been filed and what it's status is. ### 16. great product, very easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** User friendly for the staff and end-user. I love that we are able to basically utilize the software without having to be on the web-portal very often and can view all tickets via email. I love that we can post articles, documents, and files. It is basic enough where it does not get very confusing, but it also has a lot of complex features if you want to utilize them. I love that we were able to add our own logo to the website and customize it. Each user is able to setup specific rules for the email notifications they receive. **What do you dislike about Kayako?** I had some trouble with the accepted method of payments due to some type of security requirement for international payment but the help desk was very friendly and worked diligently to help us find a solution and resolve this problem. . Some of the admin features can be a little complicated to user but most of the software is very user-friendly. **What problems is Kayako solving and how is that benefiting you?** Managing the problems for our locations and being able to know when they have been fixed and allowing multiple users to view this information at once. ### 17. Kayako (highs and deeps) **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2016 **What do you like best about Kayako?** The initial set up (hosted system) was very easy Usability for staff is also easy. few training costs Customer access to his tickets and as manager to all tickets is very good Knowledge base system is very useful User Management is also very good **What do you dislike about Kayako?** 1) Any user response to a ticket ("closed" tickets too) changes the status of ticket to OPEN. CLOSED tickets goes to be OPEN after user responds "thank you". With this feature a ticket can never be closed in case user switches his auto reply mail on i.g. "Out of Office". 2) Creating of reports with KQL codes is too difficult. 3) Admin can define indeed a new custom status "PENDING" so that tickets can be parked for example user is not available. Calculating of SLAs minus Pending-time is very difficult. **Recommendations to others considering Kayako:** More functionality for Kayako APP Easier Report-Funtctions **What problems is Kayako solving and how is that benefiting you?** Quick solution if IT-Operation issues with virtual teams ### 18. Kayako - Amazing Hekpdesk Solution and Company **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** Kayako is a very robust and stable platform. We have been using it since 2009. Technicians are able to manage tickets easily. Clients are able to access ticket information and reply. The built-in automation features save a ton of time. For the price its the best supported solution on the market. **What do you dislike about Kayako?** Its missing a scheduling and dispatch feature. Time entry for support staff is very basic and could be more feature rich. **Recommendations to others considering Kayako:** If you are looking for a solid ticket tracking system and web traffic engagement tool then Kayako is the right choice. With the customer portal, knowledgebase, troubleshooter, etc its a great customer service tool. If you need scheduling and dispatch unfortunately Kayako does not have a solution. However it is possible to integrate with other tools. **What problems is Kayako solving and how is that benefiting you?** Full transparency for clients and efficient quality control. We are a strong believer in communication with clients as well as internal. Kayako has made this an easy task, with ticketing as well as chat functions. ### 19. Excellent helpdesk, versatile and easy to use and maintain **Rating:** 5.0/5.0 stars **Reviewed by:** Dick S. | CEO and founder, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2016 **What do you like best about Kayako?** - Easy to use - Low maintenance - Interesting add-ons to enhance functionality - Low TCO - Stable **What do you dislike about Kayako?** - Unclear product development plan - Unclear release plan - Cost to upgrade to latest version is high (price and effort) **Recommendations to others considering Kayako:** Kayako is an easy to implement system. It supports all standard host environments and is easy to cusomize with your own templates and css. For staff it provides a lot of automation and ease of use. **What problems is Kayako solving and how is that benefiting you?** - Good technical support for our users - Single point of contact re. technical issues - Good automation (e.g. auto reply, auto close, auto department assignment) ### 20. Love using Kayako, it is very easy to use and easy to configure. **Rating:** 5.0/5.0 stars **Reviewed by:** Philip N. | Sr Quality Assurance Analyst, Consumer Goods, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** I like that we can configure the tickets to what we need. Also, the Knowledgebase is great for out Customer Support Reps to look at before opening a ticket. **What do you dislike about Kayako?** Nothing really. The price is right and it is very easy to use. **Recommendations to others considering Kayako:** This tool is very easy to use. It has capabilities for Escalation and you can put in SLA's that meet our company needs. The Knowledgebase is great for our CSR's. Overall, a great tool! **What problems is Kayako solving and how is that benefiting you?** We use this for our Customer Service reps to open Production Issues, then I get them and troubleshoot. Very user friendly ### 21. Kayako for us **Rating:** 4.0/5.0 stars **Reviewed by:** Mauricio L. | Administrador de sistemas Microsoft, Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** Talking about Kayako as a Company I want to say it's really good. All the deloyments they constantly do and the features they add makes the system to imrove each day. The support is excellent, since we don't know all the possible configurations have their help is just a great relief. **What do you dislike about Kayako?** Itt would be great have the possibility to modify certain aspects of the tool, little designs, configuration and tools. **Recommendations to others considering Kayako:** Choose the cloud solution, the supports worth it. **What problems is Kayako solving and how is that benefiting you?** Kayako helps you to follow and solve our clients issues or doubts with our products. ### 22. Great Ticketing solution **Rating:** 4.0/5.0 stars **Reviewed by:** Jason R. | Director of Operations, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** It is seamless to integrate, and fully white labeled! This tool was easy to implement and well worth the cost! **What do you dislike about Kayako?** Administrator options are a little confusing, and getting email to work correctly took a little effort, but now it is working great! **What problems is Kayako solving and how is that benefiting you?** Our client base asked for some type of ticketing system, after reviewing the numerous options I decided on Kayako and we have never looked back. Clients now feel more connected and internally we have a single place to review all work/tasks. ### 23. Outstanding from start to finish. Never Regretted choosing Kayako **Rating:** 4.5/5.0 stars **Reviewed by:** Phil E. | Operations & Solutions Director, Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** Flexibility, reliability, cost. We have used Kayako for 8 years and it is now at the heart of most of our business processes. We couldn't live without it. **What do you dislike about Kayako?** The client end user portal has been neglected. The great improvements on the staff control panel should really have been rolled into the client pages. **Recommendations to others considering Kayako:** Do it, **What problems is Kayako solving and how is that benefiting you?** This has allowed us to group from 5 staff to 25 and will support us on our journey towards a £10m turnover company. ### 24. Best Help/Service Desk Software **Rating:** 3.5/5.0 stars **Reviewed by:** Andre K. | Support Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2016 **What do you like best about Kayako?** Easy to configure and use. Includes all the features a company would require from a Helpdesk, all in one. **What do you dislike about Kayako?** Still lacking HTML email features when receiving and sending messages. The documentation can also improve, especially around customization. **Recommendations to others considering Kayako:** n/a **What problems is Kayako solving and how is that benefiting you?** Remote agents supporting customers worldwide, one place with all the customers communication and a fully featured Auto Helpdesk for customers. ### 25. Forward thinking company, feature rich product, with a knowledgeable team and great community **Rating:** 5.0/5.0 stars **Reviewed by:** John C. | IT Manager, Printing, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2015 **What do you like best about Kayako?** There are so many features which are well thought out which simply save us time. Our SLA warnings really help our internal support to ensure that we don't forget to update tickets when we get busy. There are literally 100's of reports out the box, which was great for us as we got metrics to some things we had not even thought about!. We have yet to utilize the products full potential, mainly due to the depth of flexibility, but everything works flawlessly, and the experience can only improve as we develop more. **What do you dislike about Kayako?** There is nothing that is really a "huge" issue, I would like it if Kayako released updates a little quicker, as they are continually adding great improvements, so would like to see them quicker!. **Recommendations to others considering Kayako:** Kayako is flexible to perform much more than expectations, in my opinion. If you are looking for a feature rich ticket system, give Kayako a trial, it's FREE!. **What problems is Kayako solving and how is that benefiting you?** we needed to get a handle on our internal support to the rest of the business, and we needed something to help us understand where our support staff's time was being taken up. ( e.g. which departments or users are using most of our time ) ### 26. Kayako Help Desk in the medical world. **Rating:** 4.0/5.0 stars **Reviewed by:** Cody T. | Systems Administrator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2015 **What do you like best about Kayako?** Kayako offers an affordable ticket system while also giving you a couple different deployment options. You can host Kayako on site or you can opt for a cloud based system. In an effort to have less hardware clutter, we tried the cloud hosting offered by Kayako and have been very pleased. Naturally we were concerned about the speed of the product being impacted by being in the cloud. From the time I setup our ticket portal, to this current day, we have never had a noticeable performance loss or outage. We currently access our system on a 100mbps up and 60mbps down connection, which has been more than enough to serve over 300 clients. Deployment took around three days as Kayako has countless configuration options including the ability to add your own logo and branding to make the ticket system your own. We especially enjoy this feature as remote users feel more comfortable accessing a system with our logo. Setting up and managing staff accounts is easy and can be done with administrator access, which you can give or restrict to other support technicians based on their duties. With the cloud based solution, Kayako often provides updates which only require a quick 2-5min patch to the technicians desktop software. We have never had an issue with an update or the update process. The updates are also pushed from Kayako which makes updating all workstations very easy. We love the update process and frequency offered by Kayako. After having Kayako for over a year, I do not see us going with a different help desk solution. The ease of setup, reliability, and constant updates will make sure Kayako remains our product of choice. **What do you dislike about Kayako?** Kayako's help desk solution can at times be difficult to learn and understand as the site administrator. Kayako has very powerful reporting tools but, the reports must be run in Kayako's own language which is similar to SQL. Reporting should be a simple task but unfortunately this is one area where Kayako still needs help. A simple reporting UI would go a long way in helping site administrators get the reports they need fast. Setting up an automated support mailer account inside of Kayako was also complex and required Kayako support. In the end, Kayako themselves had to create a job inside of Kayako to fetch incoming and outgoing mail traffic from our email server. Although this has been done, we would like to see customers have more control over this automated email system. The site administrator account has access to lots of options while signed in. While many of the options are easy to understand, there are also many that users who are new to Kayako will not understand. We spent many hours searching the internet and the Kayako forums just to find out what some of the Kayako "lingo" translated to. **Recommendations to others considering Kayako:** Do not hesitate to try Kayako's cloud based hosting. The speed and performance are great as long as you have decent (60+mbps down/30+mbps up) connection. Educate yourself in the Kayako reporting language before trying to configure and run reports. This area is where we spent most of our setup time. **What problems is Kayako solving and how is that benefiting you?** Kayako has provided a great support system for our organization. With multiple off site locations, having a robust and easy to access ticket system is vital. Kayako allows our IT staff to quickly provide support to those in need while also allowing a clean and clear level of communication between support technicians. Since first using Kayako over a year ago, we have seen a drastic change in our ticket response times. Kayako also allows all parties involved to have a record of support requests which is something we have not had in the past. This allows us to identify trends and be a department that is more proactive instead of reactive. ### 27. Meets Basic Help Desk Needs but Doesn't Meet Tomorrow's Needs **Rating:** 3.5/5.0 stars **Reviewed by:** Christopher C. | Director, Management Information Systems, Non-Profit Organization Management, Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2015 **What do you like best about Kayako?** Ticketing software works well. Easy to setup users and support staff. Creating a knowledge base is helpful for users to solve their own issues. User portal works well. One place for users to go and create a ticket and look at knowledge base articles (especially those that are recommended while creating a ticket) is a very helpful feature. Creation of knowledge base articles is easy and very flexible. This makes it easy for us to create articles that users need and reduces the amount of support tickets created. We have used this to eliminate some of the written documentation at our locations, saving time, money and is more environmentally friendly. **What do you dislike about Kayako?** Doesn't integrate with remote support software so it is hard to track which tickets have required remote support sessions. Remote support sessions require separate software and licenses. Users are not created using other authentication such as Google, we could have setup LDAP I believe. **Recommendations to others considering Kayako:** If you are simply looking for a ticketing software, this is a very good solution. The hosted product works well. We have no experienced any downtime with the product. **What problems is Kayako solving and how is that benefiting you?** Helps us track tickets that are created based on several criteria including location and department. This has been helpful because we can understand where the issues are happening. This has allowed us to work with different areas and help be proactive in preventing downtime. Users like that there is a support portal, one place for them to go. This makes it easier for the users to create a support ticket and request support. ### 28. Worse Script I have Ever Used on My Website **Rating:** 0.0/5.0 stars **Reviewed by:** Dr R K M. | Director, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2015 **What do you like best about Kayako?** The Idea is Good Chatting People are Good The Software is good looking **What do you dislike about Kayako?** The ask Money and there script is still not stable **Recommendations to others considering Kayako:** Never Buy this **What problems is Kayako solving and how is that benefiting you?** They are still developing the script. It always gives error and they will force to update. I purchased the update but it did not worked. I send the following message. Your new software is not compatible with php 5.3 and when we upgrade our php of server to 5.4 then it is not connecting with database and giving fetal error. In this case you should refund the money which I have paid for upgrade otherwise I have to report about your software to various complain websites ans blog. and They Replied. Hi Rajneesh, Please be informed that we do have the Installation Service available at $299 where one of our engineers will upgrade your help desk. Would you like to purchase the service? On the other hand, it will not be possible to refund the amount as the renewal service is the optional service. Also, we have provided you the latest software files and the license key in this case. Regards, Vishal Saini Kayako Business Associate - Asia Pacific Toll free : 1-888-952-9256 Worldwide : 1-415-418-3366 Ext: 267 Working Hours: IST (India) - 10:00 to 19:00 (Monday - Friday) Russia (Moscow), GST (Gulf) - 8:30 to 17:30 (Monday - Friday) Israel, Arabia (AST) - 7:30 to 16:30 (Monday - Friday) **Official Response from Jamie Edwards:** > Hi Rajneesh - we make the Kayako server requirements completely clear in our documentation and also in the upgrade checker tool, before you run an upgrade. I'm sorry you were surprised to find that a newer version of PHP was required by Kayako at that time. However, I am not sure what else we could have done to better equip or inform you about the configuration your server needed to have to host Kayako. ### 29. Everything we needed and awesome features we didn't even know we wanted. **Rating:** 5.0/5.0 stars **Reviewed by:** Matt D. | Media Services Coordinator, Higher Education, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2015 **What do you like best about Kayako?** Complete set of support tools to meet our needs, with the flexibility to customize it. The 'ticket' system has basically served as a 'web mail on steroids' where teams of workers can collaborate effectively on our side of things while presenting a single point of contact for the clients we are supporting. **What do you dislike about Kayako?** I know that there are many features and options we could be taking advantage of, but just haven't had the time to implement them for our situation. (I am running a support entity for our organization where I am the only FTE position that oversees 40+ part time workers, so while I would like to be doing more with the product, it allows for a business efficiency that is not 'typical') **What problems is Kayako solving and how is that benefiting you?** Internal support organization issue tracking and self help documentation. Kayako Fusion has allowed our support department to stay on top of the issues we need to address, while creating a unified and consistent messaging platform that allows individual support agents to communicate efficiently with clients while also monitoring what they are doing, how they are doing it, and the time frame that things are getting done in with very little effort needed to manage things. ### 30. Kayako Review **Rating:** 3.5/5.0 stars **Reviewed by:** Ken T. | Manager, Customer Support, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2015 **What do you like best about Kayako?** Easy user interface and administration. User portal to track history of their tickets. Kayako forums are active and helpful. **What do you dislike about Kayako?** Some basic features are missing: reporting of chats, time logging on tickets, composition tools (needs 3rd party), auto cleanup of trashed items, etc. **Recommendations to others considering Kayako:** Great tool for small to medium businesses but lacks in some features that could be a deal breaker for your company. Make sure you asks all questions before purchasing. Support is great for the product but fixes/feature requests are very slow as they are a small shop and have hundreds of fix tickets in backlog. **What problems is Kayako solving and how is that benefiting you?** We needed a system that was easy to use and maintain. Kayako was easy to install and run. It has several key features we were looking for including: email, chat, reporting, KB and surveys. Benefits I've realized is that they do have an active forum and the responses from Kayako support has been great. Pricing could be better and some basic features like composing tools (bold, italic, etc is only added by a 3rd party app) ### 31. Great Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2013 **What do you like best about Kayako?** I know kayako from the 2007 and has been the best tool to support users found The organization of the departments, operators and users is very good. incident management and administration easy platform we implement has made for some of our clients, which are also satisfied by: - Less resources on the server - An excellent system for customer care via chat - Automated responses - reports - customization From all technical and professional appearance kayako is for me a solution leader in customer care **What do you dislike about Kayako?** N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A **Recommendations to others considering Kayako:** Its a exccellent custom service platform **What problems is Kayako solving and how is that benefiting you?** low time to solve problems coordinate groups in differents countries accelerate deployment requests ### 32. Kayako Fusion is an outstanding tool for managing my I.T. support efforts. **Rating:** 5.0/5.0 stars **Reviewed by:** Dick K. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2015 **What do you like best about Kayako?** The product is well-conceived and well-executed. The administrative interfaces provide thorough control over the configuration of the various modules. The customer interface is simple and intuitive. I really like the flow of events for the handling of Trouble Tickets. **What do you dislike about Kayako?** Kayako recently discontinued the remote assistance module known as OnSite. I am one of many unhappy users, as I now have to pay an additional fee for remote assistance software. **What problems is Kayako solving and how is that benefiting you?** My main use for Kayako Fusion is the routing of trouble tickets. All ticket traffic is stored in a MySQL database, and emails flow between me and the customer. I like knowing that the customer is always aware of the progress I am making on solving his problem. I have suggested this product to others; I provide assistance the installation, updating, and management of their Kayako products. I have been a Kayako user since 2002. ### 33. Enterprise-class, feature-packed and well organized helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2015 **What do you like best about Kayako?** We use Kayako helpdesk since 2007 as the main support channel for our clients. What we like most is that Kayako was always feature-packed, but very well organized at the same time, without making the software bloated. There's a function for everything, making the helpdesk very effective for the staff and clients. Security seems to play a very important role, as we haven't seen any vulnerability "in the wild" that wasn't discovered and patched in time by the developers. Minor bugs appear occasionally, but there's usually already a patch available when we send a report to the developers. Overall, we've been extremely satisfied with Kayako. So satisfied that we have never though about even looking at what alternatives might be available. **What do you dislike about Kayako?** The Android app lacks some important features, such as push notifications, overview of the client's ticket history, follow-up schedule, split and duplicate functions, etc. There's so much more the app could include. The integration with WHMCS seems to be abandoned, as it's no longer compatible with WHMCS 6.0 and no updates were released since 2014. **What problems is Kayako solving and how is that benefiting you?** Kayako allows us to assist our clients efficiently. It's easy for the clients to use it and helps them find answers in the knowledge-base before having to contact us for assistance, saving us a lot of time. ### 34. Kayako helps our business in ways other HelpDesk Systems cant. **Rating:** 4.0/5.0 stars **Reviewed by:** James T. | Operations Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2015 **What do you like best about Kayako?** Kayako is an all encompassing product that works well and covers most of our helpdesk needs. The software is easy to configure and easy to use. We have also had no complaints or change requests from our customers using the portal which is always good when you are a software house. I have not found any other helpdesk package that covers our needs as well as Kayako. **What do you dislike about Kayako?** 1. We need a user hierarchy. "Joe Smith" is a freelance tech who logs tickets on behalf of multiple organisation. For us its not Joe's ticket but the clients and needs to be associated with that organisation whilst continuing to correspond with Joe. Joe probably needs to belong to multiple organisations. 2. Would love better integration with the softphone, IE 1 button to create a ticket for the user it calls up when the call comes in and a call button on a ticket to call that user without having to find the user, find the number and enter it into the keypad. 3. ability to have custom Tabs would be great. We have a lot of information pertaining to a ticket or user or organisation. The current layout that forces you to scroll through all of that to get to the Ticket correspondence is painful. **What problems is Kayako solving and how is that benefiting you?** All our staff have visibility of all the open tickets.This way we don't have to worry about losing tickets when someone is not around for an extended period. Our customers have visibility and control of their own tickets and are able to submit their tickets through the Helpdesk cutting done on phone calls which helps us stay on top of SLAs and manage issues in a manner that complies with our limited resources.. ### 35. Very good software, but would like to see a couple improvements **Rating:** 3.0/5.0 stars **Reviewed by:** Elizabeth L. | Director of Marketing, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2015 **What do you like best about Kayako?** I really enjoyed having a desktop version of Kayako. It was helpful that it opened each day and helped me remember to set myself to available. It was helpful to see when people were visiting our website so we could anticipate needing to answer a chat or a ticket. I also liked the phone app interface. **What do you dislike about Kayako?** Our biggest problem with the software was the screen-sharing module. We found it to be very slow and clunky, which hindered rather than helped when trying to fix a customer's problem. Our work depends on being able to quickly and smoothly connect to a customer's screen, and then while screen-sharing, easily navigate their desktop to help them solve their issue. We found a lot of lag and jerky movements with the screen-sharing in Kayako. **Recommendations to others considering Kayako:** Kayako is a great software for tracking service tickets and answering chats on your website. I love seeing when people visit our site so that I know something is incoming. I also liked being able to see a customer's history when I created a ticket for them, so that I knew how often they contacted us. **What problems is Kayako solving and how is that benefiting you?** We were better able to track our client's problems and resolve them in a much more timely manner. Our support techs were spending less time tracking down issues, and more time simply helping the customer. **Official Response from Jamie Edwards:** > Hi Elizabeth! I'm sorry to hear you were disappointed in our screen sharing tool. The problems you identified were why we decided to sunset support for it: https://classic.kayako.com/article/1077-the-future-of-kayako-onsite - We realised we had to focus on what we were good at: customer service software, and not what other people were far better than us at (such as GoToMeeting, TeamViewer, etc). Those companies have the same number of engineers we have focused exclusively on screensharing - we could never match it! We integrate with the likes of TeamViewer, join.me from LogMeIn to fulfil this capability now. ### 36. We've been very happy with our self-hosted version of Kayako. Virtually problem-free. **Rating:** 5.0/5.0 stars **Reviewed by:** Geoff C. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2015 **What do you like best about Kayako?** Kayako gives us full visibility of al customer communications in one place. It prevents us form ;losing' a customer-initiated inquiry, regardless of the person or persons who have handled the inquiry. **What do you dislike about Kayako?** I'd like to see Kaytako a lot more responsive to adding feature requests from their users. Ive placed a couple, and one has been outstanding for a couple of years, and despite strong support from other users, has - as far as I am aware - not yet been scheduled for inclusion in the product. Theres been no feedback form Kayako even IF it might be included. There's no published 'roadmap' of development. **Recommendations to others considering Kayako:** . **What problems is Kayako solving and how is that benefiting you?** Purely customer communication, and archive of that. Teh ability to review a lifetime of a customer's communications with us. ### 37. Flexible, customizable and affordable support solution for any size business **Rating:** 5.0/5.0 stars **Reviewed by:** Chris P. | Director of Web Development and Digital Media Solutions, Publishing, Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2015 **What do you like best about Kayako?** Compared to many other big names in the support center space, Kayako really delivers MORE features and customizable options than the big boys. We run over 40 different customer facing support sizes all from one kayako instance. All of our support personal can support all of our customers and it appears as if we have a ton of different support sites. The self hosted option and being able to control our own upgrades is a big plus. The community is amazing as well. **What do you dislike about Kayako?** Not much. The Knowledgebase section could use some improvement to better support larger numbers of customer facing sites and segregation of the articles between sites. **What problems is Kayako solving and how is that benefiting you?** Supporting a massive number of customers and products from one central backend. Providing a different looking template for each of our products support sites. ### 38. Kayako, the best support center for qsanet.eu **Rating:** 4.5/5.0 stars **Reviewed by:** Gianlorenzo C. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 29, 2015 **What do you like best about Kayako?** We really appreciate Kayako team. Everytime we had a need Kayako team has been ready to share information, give advise and check out everything with competence, rapidity and sometimes.. patience! About the platmform we really appreciate the flexibility and the fact that it is easy to use even for those who have not IT competences. **What do you dislike about Kayako?** The only thing that could be improved is that the staff and admin support center is only in english. While it is easily possible to manage translations for the front office, the back office interface can't be easily modified. **What problems is Kayako solving and how is that benefiting you?** Kayako manages our business helpdesk: support and sales email, tickets, knowledgbase, download, release notes and news. We have started with kayko helpdesk software about 6 years ago and now we couldn't work without it. ### 39. Service excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2016 **What do you like best about Kayako?** Support service is second to none. No phone calls or service user at your desk but a simple chat session and a third-party remote control software. **What do you dislike about Kayako?** There's nothing to dislike about the software or the service provided. We initiate a chat when we have issues and they're promptly resolved. n/a **Recommendations to others considering Kayako:** The features implemented in the software are mostly open source even though we run a pure windows environment. **What problems is Kayako solving and how is that benefiting you?** You don't have to be an expert in certain areas of the software to resolve issues with it.. I have never used php before, but now....I'm not inclined to find out how it works ### 40. Long term happy user **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 19, 2015 **What do you like best about Kayako?** We like the configurability of the tool. It's simple and easy to explain to new support agents and customers. By hosting it in the cloud, we have simplified our support model across the world. Our staff can login from anywhere and look and respond to tickets. We have added new priorities, status and custom fields so make the system meet our business needs. I have looked at other systems, but this seems the most straightforward solution. **What do you dislike about Kayako?** If I were to point to one area that I would like improving, it's the reports section. It needs to be simpler. There is a powerful report writer in the product, but you will need to invest quite a bit of time to get the best out of its language. **Recommendations to others considering Kayako:** Hosting in the cloud has worked for us. We do get some unexpected upgrade features, but most of them have been good. **What problems is Kayako solving and how is that benefiting you?** We can receive either highly technical or highly functional questions on the support system. Everyone of the agents can see a ticket when it's raised and the best person available can respond by either logging onto the system or via email. We can see who owns which ticket and pass tickets between people very quickly. By the use of colour coding tickets statuses and having automated closers, we can keep on top of the support workload at all times. ### 41. Kayako helped us free time to invest in other projects **Rating:** 5.0/5.0 stars **Reviewed by:** George V. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2015 **What do you like best about Kayako?** I like the simple, yet powerful mechanism that allows us to distribute tickets to the proper employee. **What do you dislike about Kayako?** I dislike the fact that there are no PUSH notifications **Recommendations to others considering Kayako:** We believe Kayako will be the right product for you. It's mobile application is robust and will allow you to perform most of the tasks directly from your mobile phone. It's knowledgebase is something that will be vital to your clients, allowing them to get answers to their questions even before they submit a ticket. Their live chat system helped us same money from a competitive program with annual subscription. **What problems is Kayako solving and how is that benefiting you?** We are solving issues our clients have with our services. I realized that by using Kayako, it is easier for us to respond to the same inquiries using predefined answers. ### 42. Reviews on Kayako **Rating:** 4.5/5.0 stars **Reviewed by:** Jacques B. | Executive Board Member, Consumer Electronics, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2015 **What do you like best about Kayako?** The ability to have multiple Users with different access levels. **What do you dislike about Kayako?** The time lag to update a Ticket is a constant annoyance, **Recommendations to others considering Kayako:** Decide on which version you would like to use - a Download version hosted by your own server or an OnDemand online version hosted by Kayako. The Download version requires some work by your IT personnel but requires less funding. The OnDemand version can be had with a monthly or annual fee with a free update as part of the contract and will requires the least involvement of the IT personnel. Double check your VoIP phone system, if you are planning to integrate the phone system, and make sure that it is compatible with Kayako. **What problems is Kayako solving and how is that benefiting you?** Centralization of emails and tickets in one web-accessible Help Desk location. ### 43. Kayako has enhanced our communication with and accountability to our customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2015 **What do you like best about Kayako?** Flexible hosting options (hosted/cloud-based or host it yourself), relatively low cost, and it is pretty customizable. It allows you to answer some questions before they are asked (via the Knowledgebase) and doesn't require a lot of work to get started. It enables you to measure and track questions and issues or projects being worked on and completed and the basic timeline (if desired) of that completion. **What do you dislike about Kayako?** The search features are not as robust as they need to be - be it a customer searching your knowledgebase, an internal user searching for tickets, etc. This can impact the accuracy or "completeness" of what you see in the dashboard in terms of tickets to work on. Also, there are numerous areas either in the dashboards, permissions, or reports where you're faced with an "either/or" capability instead of a more robust system that allows you (for example) to assign something to multiple data types, or build a view with ORs and ANDs instead of just one of the two. Would love the ability to measure a ticket's duration in various statuses, but that is also not present. **Recommendations to others considering Kayako:** You need to map out your processes before diving into Kayako to ensure you're mapping correctly to the product. There are a lot of offerings within Kayako and only by walking through your own processes and goals first will you be able to easily determine which items you need to implement vs perhaps holding off on others. **What problems is Kayako solving and how is that benefiting you?** It greatly enhances accountability and it provides the key details needed to ensure the customer is receiving the attention and care they deserve and in a suitable time frame. Further, the documentation it provides also highlights the needs and expectations on the customer(s) which is also very valuable. ### 44. Kayako for **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2015 **What do you like best about Kayako?** Extensible - fits most of our odd configuration and workflow needs. Kayako allows us to act as multiple support-centers in order to support multiple clients (organizations). Each client is provided with client-care that is customized to them (i.e. response templates, inbound email addresses, outbound response addresses). **What do you dislike about Kayako?** UI could be updated a bit to something a bit more 'modern'. There is a lot of online 'help' that related to the older versions of the products which leads to a wild goose chase for information. We have had a lot of trouble figuring out how to create user-groups within the system, where each group is separate and distinct from each other group - in particular we seem to be unable to disable the online-visibility of one set of users from another in the system. **Recommendations to others considering Kayako:** Kayako has a very robust set of configuration options - it might require a bit more set up to get going, but should be able to meet your demanding requirements. If you have really simple requirements this tool might be overkill - but should be considered regardless. **What problems is Kayako solving and how is that benefiting you?** We act as a support/call-center with multiple faces/personalities/brands to the public. The Kayako system was almost the only system that could be configured to provide those multiple interfaces. ### 45. Kayako help our team to quickly solve customer problems **Rating:** 5.0/5.0 stars **Reviewed by:** Sebastian S. | Co-Founder, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 16, 2015 **What do you like best about Kayako?** I like possibility of using Download option with database installed on our servers. We can generate some custom reports accessing database regarding our team performance. **What do you dislike about Kayako?** VOIP option with 3rd party operator was not working to well. Our team switched to Zoiper for VOIP. Phone support is not our main channel so it is small disadvantage for our team. **What problems is Kayako solving and how is that benefiting you?** We have full tracking of ticket flow and workload. Good reports regarding your team performance. Good billing options. Possiblity to track which organizations generates most support. ### 46. VP Administration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2015 **What do you like best about Kayako?** I like that it's easy for all of our staff and customers to use. It centralizes and organizes our support communication in one place very well. **What do you dislike about Kayako?** I wish there was a way for me to not have to redo all of our customizations every time we update the software. **Recommendations to others considering Kayako:** I highly recommend Kayako as the support solution for your business. We have had nothing but a positive experience with Kayako as a company. Kayako allows us to provide our clients with excellent support. **What problems is Kayako solving and how is that benefiting you?** We use Kayako to handle all of our support communications with our Clients. We are able to handle a lot of clients with very few people very effectively. ### 47. Easy to use and effective! **Rating:** 4.5/5.0 stars **Reviewed by:** Christopher A. | Vice President of Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2015 **What do you like best about Kayako?** So easy to use. End user training is not necessary. **What do you dislike about Kayako?** Report functionality could be a bit more intuitive. If you are running packaged reports it is easy, creating your own can be difficult. **What problems is Kayako solving and how is that benefiting you?** Funneling all support requests through one resource making more efficient use of a team and enabling collaboration. ### 48. Kayako **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2015 **What do you like best about Kayako?** It's an easy way to keep track of orders without them getting lost in emails. We had a problem with orders getting lost in our inbox and now we are able to keep track of all correspondence and attachments in one place without having to dig through massive emails to find one string of instructions. **What do you dislike about Kayako?** There is a work around for the amount of MB that are allowed through email. It causes a backlog and we have to send attachments a different way. **Recommendations to others considering Kayako:** It is a very simple system to keep tasks / projects organized. **What problems is Kayako solving and how is that benefiting you?** Alleviating correspondence in email so that everything is in one place and easy to see. ### 49. A must need for customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2015 **What do you like best about Kayako?** I love how I can easily keep track of customer support tickets and create follow up tasks. **What do you dislike about Kayako?** I don't like that the software has a missing piece of the puzzle. There isn't the ability for customers to submit feedback and feature requests with the ability to vote on them. **What problems is Kayako solving and how is that benefiting you?** Communication gap between support staff and customers. ### 50. Great ticket system **Rating:** 5.0/5.0 stars **Reviewed by:** Cristiano B. | Sales manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2015 **What do you like best about Kayako?** The fact that you can modify the PHP source. **What do you dislike about Kayako?** New features are really slow to be implemented. Years, not months. Mac support missing per Kayako Desktop. **Recommendations to others considering Kayako:** It's becoming more and more expensive. Buy now ;) **What problems is Kayako solving and how is that benefiting you?** We run a helpdesk with 11.000 customers who buy Internet connection from us. Plus we sell and configure Kayako for Italian 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=4&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+08%3A10%3A27+-0500&secure%5Bsession_id%5D=a3c27633-c797-407b-965a-49e8d190085a&secure%5Btoken%5D=ebaf9450c9265907bdadc33301b77d7cbc66926bea89fb434462f54e0a2692ad&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 (6,660 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - 4.4/5.0 (419 reviews)