YG

Yaron G.

CEO

7/12/2021

"Good product, terrible sales and support"

0.5/5

What do you like best about Kayako?

Easy to implement, automate and use helpdesk for any size company Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Lack of customer support, coupled with extortionary sales tactics Review collected by and hosted on G2.com.

KH

Krisztian H.

Staff Manager

Mid-Market (51-1000 emp.)

1/29/2021

"I would definately recommend it ,cause you can learn and use the system easily and fast."

4.5/5

What do you like best about Kayako?

What I really like that the system is so obvious and all the tasks are easily reachable . Review collected by and hosted on G2.com.

What do you dislike about Kayako?

I do not have any dislike observation about it. Review collected by and hosted on G2.com.

UC

Verified User in Consumer Services

Small-Business (50 or fewer emp.)

8/13/2020

"A scaled down version of Zendesk and Freshdesk that catches up only, but can be better"

3/5

What do you like best about Kayako?

Kayako offers simple ticket handling features and is basically a support portal that one can use fast and free as cloud solution for a small team or company - it is also comparatively priced to the competition and can offer some really basic needed features. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

It lacks a lot of integration and features offered by the competitors and has issues in site speed and navigation. Can be improved to offer a differentiating features but as the market is lead by others, it trails along and sometimes makes it want to be better Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Do consider what you need out of a support handling tool and what features you need + what features are offered on the market so you can see if Kayako is all you need or you would need more.

So you wont end up getting a tool that will be limited to the features offered. Do your market researched thoroughly. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Kayako solved the need to handle support and connecting with end users and customers, and also keeping track of all the incoming requests and making sure only the right people have the access to the right information. Review collected by and hosted on G2.com.

KP

kalindi p.

Customer Success Manager

Mid-Market (51-1000 emp.)

4/30/2020

"I really like the notes section"

4/5

BW

Beth W.

Enterprise (> 1000 emp.)

5/24/2020

"Kayako Has Amazing Capbilities: It is Easy to Implement"

5/5

What do you like best about Kayako?

I like the amazing capabilities and ease of use of Kayako.

Kayako has been a helpful and powerful help desk solution.

Kayako allows us to communicate with clients across the world easily and professionally.

I am also impressed by how perfect and professional the support team of Kayako has been treating us.

Kayako is easy to customize. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Kayako is reliable and powerful to use.

The customization of Kayako is simple.

Since I began to use Kayako, I have never seen any challenges. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

I recommend this powerful platform.

It is helpful.

This helpdesk tool will assist the potential customers. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Kayako is a top helpdesk solution,

It offers professional services.

I like the amazing capabilities of Kayako.

It enhances effective live chatting. Review collected by and hosted on G2.com.

JL

Joseph L.

Administrator

Small-Business (50 or fewer emp.)

7/28/2019

"the best help desk software."

5/5

What do you like best about Kayako?

I like the Kayako software because it provides a simple integration for several support platforms in a software solution. Whether I use the web, email, phone, live chat, it allows me to easily obtain and manage customer messages and provide them with the appropriate response accordingly. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

The software is designed primarily for professional communication, I would like you to have other options such as adding colors, tables etc. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

The Kayako software offers a reasonable price structure. What do you expect to have an email organized and easy to use. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

I really enjoy using kayako software, since it is the best communication platform that not only allows me to communicate, but also provides me with reports on any urgent e-mail in which I must act immediately, which saves me from tasks and delayed answers. Since we switched from gmail software to kayako for communication between teams and clients, with the kayak software my email is organized and easy to use. Review collected by and hosted on G2.com.

TF

Trisha F.

Software Developer

Enterprise (> 1000 emp.)

7/24/2019

"Kayako is an incredible service to improve your communication!"

4/5

What do you like best about Kayako?

I like Kayako as a service to improve professional communication in my company. The best thing Kayako can offer is to organize all your emails into a folder according to the departments and the nature of the email content. Additionally, the Kayako user interface can be customized according to user requirements. Furthermore, Kayako also offers to cover a wide variety of areas of daily activities, such as handling tickets, incidents, issues, and complaints from all our potential customers. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Kayako has offered us an excellent customizable UI, but I would like to enhance this feature even further. It would be a good idea to further improve the customization of the ticket area. I would also like Kayako to offer tutorials to fully understand all the features that this amazing Kayako service offers, and thus take advantage of all its features to provide better communication to our potential customers. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Kayako is the best solution for your communication problems with your clients. Kayako is excellent service! Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

We have implemented Kayako in our company and with it we have been able to obtain many benefits, as it keeps the daily help desk workflow organized through automated tasks. We also use Kayako mainly for our internal IT technician staff. Kayako also allows us to track the calculation process for a distribution request and whether the calculations are completed within the service level standards. Review collected by and hosted on G2.com.

DJ

Don J.

Marketing Specialist

Design

Mid-Market (51-1000 emp.)

10/1/2019

"Transfer work from person to person with Kayako"

4.5/5

What do you like best about Kayako?

Kayako offers some wonderful view of the Dashboard, so you won’t get overwhelmed with the information you’re receiving. The control panel integrates well and organize customer information. The KQL Report Generator feature is easy to understand and allows you to extract relevant information and set statistics based on our own specifications. Also, it includes some great automation links that are scheduled in the email reports. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Although I think Kayako is amazing and very simple, there’s a specific action which may be very confusing: work with independent queues within departments. There will be many information to handle and that can be overwhelming sometimes. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Kayako would be a very suitable tool companies and people that want to host an e-commerce business or a customer support company, where there’s necessary to see each customer's interactions individually and not for a lengthy time. You should closely consider how the features of each bid match your requirements, as you can save cash by using either. Since we implemented in our company, our interactions with clients has been very well managed. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

We use Kayako to transfer work from person to person or even to a different group while we monitor the efforts in our department. We chose to work with the self-hosting version as it performs very well even in our highest traffic peaks. In general, our experience with Kayako has been amazing given the results we have got with it. Review collected by and hosted on G2.com.

NR

Neil R.

Manager

Small-Business (50 or fewer emp.)

7/12/2019

"Kayako is the best for reporting!"

3/5

What do you like best about Kayako?

Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee has gone back and forth with each other. It has a nice dashboard view. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved. There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed. Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system). Review collected by and hosted on G2.com.

RT

Robert T.

Software Engineer

Insurance

Enterprise (> 1000 emp.)

7/7/2019

"Kayako has improved our communication with our customers!"

4.5/5

What do you like best about Kayako?

I really like Kayako as a service to improve professional communication in my company. The best that Kayako can offer is to organize all your emails in a folder according to the departments and the nature of the content of the email. In addition, the Kayako user interface can be customized according to the user's requirements.

On the other hand, Kayako offers to cover a wide variety of areas of daily activities, such as ticket handling situations, incidents, problems and complaints from all our potential customers. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Kayako has offered us an excellent customizable user interface, but I would like to improve this function even more. For example, it would be a good idea to further improve the personalization of the ticket area. As I would also like Kayako to offer tutorials to fully understand all the functions offered by this incredible service "Kayako" and thus take advantage of all its functions to offer better communication for our potential customers !. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Kayako is the best solution for your communication problems. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

We have implemented Kayako in our company and with it we have been able to obtain many benefits, since it keeps the workflow of the daily help desk organized through automated tasks. We also use Kayako mainly for our internal staff of IT technicians. Kayako also allows us to track the calculation process for a distribution request and if the calculations are completed within the service level standards. Review collected by and hosted on G2.com.