The quality of responses from Kay (Kayako's AI support agent) surprised me. I was expecting generic template-sounding answers and instead the responses are specific to the customer's actual situation. It references details from their email, addresses each point they raised, and the tone matches how we'd want our team to sound. I spot-checked about 50 tickets in the first month and only flagged two where I thought the response missed something. That's better than some of the junior agents I've onboarded over the years, honestly. It also knows what it doesn't know. If a ticket is ambiguous or outside what it's been trained on, it flags it for a human instead of guessing and getting it wrong. Review collected by and hosted on G2.com.

Wish there was an easier way to give Kay quick feedback on a specific response without going into the full admin panel. Like a thumbs up/thumbs down on individual tickets that feeds back into how it learns. Maybe that exists and I haven't found it. Review collected by and hosted on G2.com.

The onboarding. Every other vendor I've evaluated sends you a login and some documentation and says good luck. Kayako assigned a team to our account for 90 days to set up their AI agent Kay and the whole platform. They were in our environment setting things up, configuring routing, structuring the knowledge base, testing scenarios with us. I didn't have to become a Kayako expert to get results. The team already knew what worked and what didn't from other deployments. They'd suggest things like "most teams in your situation set up this routing pattern" and it would just work. I've never had a vendor put that much effort into making sure we were actually successful instead of just technically live. Review collected by and hosted on G2.com.

The per-resolution pricing is fair when you compare it to what a human costs per ticket, but I had to have that conversation with finance three times before they stopped asking about per-seat pricing. A simple calculator or comparison sheet from Kayako would have helped me sell it internally faster. Review collected by and hosted on G2.com.

Kayako comes with an AI agent called Kay. It doesn't start by taking over. It starts by suggesting replies and showing them to your agents. They review, tweak, send. After a couple of weeks you notice the drafts are getting better and you're changing less and less. Eventually you realize you're just hitting send without editing anything. That's when you flip those ticket types to autonomous. We did it one category at a time. Billing first because those were predictable. Then account questions. Then FAQ. Took about three weeks before my team stopped second-guessing the responses. It felt like training a new hire who was absorbing everything faster than any person could. Review collected by and hosted on G2.com.

First week was rough. The suggestions were clearly generic and didn't reflect our business at all. I almost got discouraged. By week three Kay was writing things I wouldn't have changed. You have to trust the process and not judge it on day three. Review collected by and hosted on G2.com.

This is the one that sold me. Customer sent in a ticket with five attachments: screenshots, a debug log that was over 20 MB, and a text file full of error codes. I reckoned it would sit until one of our senior people got round to it. Kay, the built-in AI agent, grabbed it, went through every file, found the relevant error buried in the log, matched it to what the screenshots were showing, and wrote a response with proper troubleshooting steps. Took maybe five minutes. A human would have needed half an hour at least and probably would have escalated it first. Kay doesn't skip attachments or ask the customer to describe what's in the file. It just opens everything and reads it. Review collected by and hosted on G2.com.

The Snapchat integration isn't as smooth as the other social channels. We get a fair bit of support through Snapchat and it takes a bit more manual work to get those tickets flowing in properly compared to email or chat. Review collected by and hosted on G2.com.

SingleView™ Customer History — Kayako's SingleView™ lets agents see a customer's full journey and interaction history in one place, enabling more personalized support without asking customers to repeat themselves. TechRadar

AI-Powered Ticket Automation — Kayako leans heavily into AI to cut repetitive workload, with the company claiming teams can automate up to 60% of support tickets through its AI-first approach. Tidio The AI Ticket Assistant also lets agents "chat with the ticket" to surface key details instead of scrolling through long threads. G2

Omnichannel Unified Inbox — Messages across chat, email, and messenger are unified in one place, with threads keeping past conversations visible so agents have full context without hunting for information. Featurebase

Self-Learning Mode — The Self-Learning Mode learns from closed tickets over time, continuously getting smarter and improving response consistency. G2

Knowledge Base & Self-Service — Kayako provides a robust knowledge base that enables teams to create and maintain a centralized repository of solutions, FAQs, and best practices, reducing the workload on support staff and encouraging self-service among end-users. Review collected by and hosted on G2.com.

Clunky Interface & Performance — A common complaint is that the user interface feels old and unintuitive, and performance is a major concern too, with many users reporting the platform is sluggish and tickets taking too long to load. Zluri

Steep Learning Curve — Kayako requires a steep learning curve and is not an intuitive system, with things not always being where you'd expect them to be. G2

Weak Reporting & Analytics — Reporting lacks options to customise charts, colours, and the way detail can be presented, and some users have found the complexities of building usable reports make that part of the system difficult to use. Kayako

Pricing Transparency & Cost — Trying to figure out Kayako's pricing can feel like solving a riddle, with no clear pricing page available. Some former customers reported costs rising to over $100 per agent per month after pricing policy changes. Zluri

Declining Customer Support Quality — Many long-time users have pointed to a steep decline in the quality of Kayako's own support, which seems to have worsened after the company was acquired. Review collected by and hosted on G2.com.

We moved to Kayako because our support team was drowning in repeat tickets. password resets, “where’s my order,” and basic how-tos. What Kayako promised (and actually delivered) was eliminating most of those before a human ever got involved.

The AI Suggested Responses are incredibly helpful. agents barely have to start from scratch anymore. Plus, the Self-Learning Mode learns from our closed tickets, so over time, it just gets smarter. The real surprise was the AI Ticket Assistant, it lets agents “chat with the ticket” to surface key details instead of scrolling through long threads. That alone saves minutes per ticket.

Easy to implement on top of your legacy system.

Also, the pricing is based on resolved tickets, not seats. That’s huge for us. Review collected by and hosted on G2.com.

There’s still a bit of a ramp-up.

Some of the analytics could be a bit more intuitive, and in rare cases, the AI needs a nudge especially with edge-case tickets or regional phrasing. Review collected by and hosted on G2.com.

I love how the AI helps us reply to tickets faster. The summaries and suggestions save a lot of time. Plus self-learning mode: it picks up content from past tickets and generates accurate answers based on them. Saves us time and helps keep replies consistent. Review collected by and hosted on G2.com.

A bit challenging to connect accounts and emails, needs some clearer guidance. Review collected by and hosted on G2.com.

The AI isn’t just responsive; it’s contextual. Our support agents get suggestions that genuinely reflect what the customer is asking, even when the issues are technical or nuanced. It’s clear the system learns fast. Within two weeks, we stopped second-guessing the AI-generated responses. Review collected by and hosted on G2.com.

The mobile experience could use polish. It works, but it's not ideal for agents jumping in from the field or after hours. Review collected by and hosted on G2.com.

Easy to assign tickets and inter department changes are also really smooth. The options for adding followup notes for tickets saves a lot of time as there is no need to pass updates through other means such as vocal or messages. Review collected by and hosted on G2.com.

There is no auto refresh option. Since we need to use some third party browser plugins for this specific use. Review collected by and hosted on G2.com.

Easy and smooth ticketing platform. Feels lightweight and loading time and user interface is very good. Review collected by and hosted on G2.com.

Having used other ticketing panels such as WHMCS, I find it a bit frustrating not having auto refresh for loading newer tickets. I use a custom plugin for this purpose. Review collected by and hosted on G2.com.