Kayako is makes it easy to view the tickets assigned to particular users with a priority order. The dashboard has all the necessary informations such as unassigned, assigned tickets, overdue tickets ect. Review collected by and hosted on G2.com.

It does not have auto refesh feature which is a very big drawback. Using browser plugins for auto refresh is frustrating. Review collected by and hosted on G2.com.

We used Kayako for more than ten years as a way to manage internal tickets within our organisation. It handled the core functionality of generating tickets and allowing us to manage job allocation in a simple manner. Review collected by and hosted on G2.com.

Unfortunately, the central finance team have put up pricing 200+% without notification, they haven't honoured licenses and forced repurchasing. They have also started short-changing contract dates to not honour contract lengths and tried enforcing exit notification clauses early. While the product does the job, the unethical nature of the finance and administration team means we have had to go elsewhere. Review collected by and hosted on G2.com.

The most helpful feature is that Kayako assigns the order of priority for almost all the tickets according to the tasks. It gets the job done so efficiently that I only need give my attention to some, which requires a human touch. Review collected by and hosted on G2.com.

There are some bugs that happen in Kayako from time to time which interferes in assigning the priority. It can be made better by issuing an updated software patch. Other than that, the software is really good! Review collected by and hosted on G2.com.

We have been using Kayako for more than ten years. It has been a simple yet effective way to manage internal tickets within our company's various departments (HR, IT, Facilities, Security, etc.). Its company-wide adoption has proven very useful in managing the traceability of requests across the entire business. Review collected by and hosted on G2.com.

We picked Kayako initially because of its simplicity and cost (it used to cost $144 per year for unlimited agents and users). A few years ago, the company changed its pricing policy dramatically, and it now costs upwards of $100 per agent per month - to be fair to Kayako, this is more or less in line with other companies on the market (such as Zendesk and Freshdesk). This price hike, combined with our company's evolving needs and the desire to restructure the helpdesk and implement ITIL-compliant service management, has led us to slowly abandon Kayako and choose a competitor product (ServiceDesk Plus). Review collected by and hosted on G2.com.

The feature I liked the most is its user interface is very friendly. The dashboard (home screen) provides me handly information all at one place like my tickets, unassigned tickets and overdue tickets. It further provides me with information about the tickets category wise which is very helpful. Review collected by and hosted on G2.com.

While replying to a ticket, I need to type the name of the whole macro name instead of that I can make some default macros available for me that I have randomly used over the time period. Review collected by and hosted on G2.com.

The ability to see tickets assigned to users as well as see what's in your queue. Can customize auto-responders. Ability to reassign tickets easily when other users' ticket queues are lower. Review collected by and hosted on G2.com.

Sometimes the system would error out and post your response you are spending twice the amount of time just to resolve and close a ticket. The ability to customize reporting could be more robust. Review collected by and hosted on G2.com.

For Ticket management and chat it was really great using it. Review collected by and hosted on G2.com.

although it was great it could have gone to omnichannel platform much earlier. Plus it needs more integration with other platform. Review collected by and hosted on G2.com.

1. Good ticketing system

2. Knowledgebase is easy to upload

3. Setting up pre-defined templates for regular replies

4. Routing the tickets to different departments is very easy Review collected by and hosted on G2.com.

1. Pulling reports, one needs to a struggle a bit to find or define a specific report

2. Setting up a signature for your profile

3. Ticket notifications are not prompt Review collected by and hosted on G2.com.

The ease of choosing tickets and answering them is very easy and simple, the interface allows a constant flow of good work and high maneuverability, the filtering functions are also excellent and you can choose the problems that you know how to solve faster. Review collected by and hosted on G2.com.

The continuous updates and improvements in a system are always necessary for the optimization of the system but in kayako this is not the case, there has been a laziness on the part of the development team. Review collected by and hosted on G2.com.

The fact that you can create unique views, triggers, and monitors on Kayako makes Kayako incredibly powerful. These features allow you to build Kayako exactly how you want it to work. You wont find this kind of customisation with their competition. Review collected by and hosted on G2.com.

Over the last few years, new features are no longer released. Only recently have there been active reports on bug fixes and sometimes the system becomes extremly slow. Review collected by and hosted on G2.com.