Kayako manages the ticket system well with a lot of editing and customization.

The colour coding is definitely one of the strongest features, as other ticket systems I've used, does not have this feature. Review collected by and hosted on G2.com.

I honestly cannot find any least helpful feature in Kayako, it has done everything it needs to do. Review collected by and hosted on G2.com.

Kayako provides all the necessary tools for the ticket managing process. It allows easy creation of new tickets from a chat and escalate and de-escalate between different levels of support. It is the most important part of support, when your users have complex cases that you need to solve in a matter of time.

I want also mention about Kayako support which always is ready to help you with any question that you have. Review collected by and hosted on G2.com.

The way of Kayako chat handling is old school. In nowadays, I prefer more Intercom like chats, where everything is in one place, and chats can't be left unanswered. Review collected by and hosted on G2.com.

Liked the ticketing model, Knowledge management by defining custom templates for regular replies. Also can do tickets assignments across departments very easily. Review collected by and hosted on G2.com.

Some of the ticket notifications are not real-time and generating reports for custom combinations is a bit difficult. Review collected by and hosted on G2.com.

It's simple to move tickets between departments Review collected by and hosted on G2.com.

It's expensive, alot of errors, reports lack Review collected by and hosted on G2.com.

Kayako is an extremely helpful helpdesk solution that allows our company to provide great levels of service while all staying connected at the same time. Review collected by and hosted on G2.com.

Kayako is a great program and I can't say there have been very many things that I have disliked so far. I wish there were more opportunities for customization, but that doesn't hold us back from using this platform at all. Review collected by and hosted on G2.com.

Ticketing system.

Multiple departments/groups.

Ease of use for all users.

Insight and reporting.

SLA Management and visibility. Review collected by and hosted on G2.com.

Price continues to increase.

There are some quirky errors, sometimes a response isn't recorded properly and an SLA is missed because of it. Sometimes an error message pops up that doesn't actually affect anything.

Could always use more reporting.

Macros could be a little more configurable.

The performance has been really bad lately. Minutes to load tickets, or the inability to log in. Review collected by and hosted on G2.com.

The The simplicity of the UI. Features are laid out in an easy to discover fashion Review collected by and hosted on G2.com.

Some of the features are only in the the costlier tier Review collected by and hosted on G2.com.

Simple, easy and low cost. It's also has a good team management feature to assign support staff for customers. Review collected by and hosted on G2.com.

Lack of some features like file upload during a live chat with the customer. Review collected by and hosted on G2.com.

The great usage of the interface and the facility to create tickets Review collected by and hosted on G2.com.

The difficulties to give permissions to users Review collected by and hosted on G2.com.

Lower cost is very attractive...but this is where it ends. Review collected by and hosted on G2.com.

Support was a headache...very difficulty to get any assistance. You are basically on your own. Review collected by and hosted on G2.com.