UH

Verified User in Health, Wellness and Fitness

Small-Business (50 or fewer emp.)

12/27/2018

"Great way to get back to customers"

3/5

What do you like best about Kayako?

It is easy to assign messages to different members of staff. Updates quickly. Attractive page. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Better spam management would be great, perhaps adding a block feature. Review collected by and hosted on G2.com.

OS

Olga S.

Senior Application Analyst

Medical Devices

Small-Business (50 or fewer emp.)

7/30/2018

"Not a bad product but needs some improvements"

2.5/5

What do you like best about Kayako?

It is simple to use for creating tickets and replying to them Review collected by and hosted on G2.com.

What do you dislike about Kayako?

To run stats is a hassle, it is not user friendly and very complicated Review collected by and hosted on G2.com.

GK

Gabriel K.

Operations and Infraestructure

Mid-Market (51-1000 emp.)

12/26/2017

"Kayako as support tracking system"

4/5

What do you like best about Kayako?

It's very well organized by setting my tickets and also by folder and type. Also the levels setup are displayed on the left list showing you if the tickets are being processed or stuck or in another level.

I also saw that is a good tool to keep tracking on each participant and retrieve measurements over the SLA assigned. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Some times images sent by mail are not loaded in the ticket itself, so you have to go to the mail to check that images. But I guess that is a configuration problem from our tool.

I also dont like the search tool because it retrieves a lot of non filtered information that might be confuse and messy. Review collected by and hosted on G2.com.

AO

Verified User in Outsourcing/Offshoring

Small-Business (50 or fewer emp.)

7/30/2018

"Great!"

4.5/5

What do you like best about Kayako?

I like best the tabbed browsing of tickets. It saves a lot of time checking tickets and make us productive. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

What I don't like is the steps needed to be done when closing tickets. There should be a drop-down button on the ticket's list which changes the status of a ticket from there. Review collected by and hosted on G2.com.

VW

Vanda W.

Support Manager

Marketing and Advertising

Mid-Market (51-1000 emp.)

12/16/2017

"Great solution at work"

4.5/5

What do you like best about Kayako?

Very good that now i have everything in right place. My work team is more organized and their works higher now. Great connection online so to have live chat is much better and with no problem. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

I don't have any bad and big issue. I like that software.good organized work. I see that it really works very good for my work. Good support service and very helpful. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

I'm working with this software. And I found that it's very easy to use. Simple set up. We are all happy to work every day with Kayako. I recommend it to you. Review collected by and hosted on G2.com.

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

That program helps us to be more organized. We can control our staff. Also, we are trying to make our important things on the top level and be sure that they are will be in right place. Review collected by and hosted on G2.com.

CM

Christian M.

Director Technical Support

Computer Software

Small-Business (50 or fewer emp.)

11/2/2017

"Fast and Comprehensive Tool"

4/5

What do you like best about Kayako?

The ticket system allows for focus on task and customer communication. In addition to all the general needed options like canned responses, contact and company details it also sponsors a great Knowledgebase, Live Chat and SLA platform. The best part howvere is the Reporting engine that allows to maintain records and provides insights in all aspects of the conversations (tickets). The top portion is the customer satisfaction system, which allows for easy feedback gathering on quantitative and qualitative measures. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Rule processing is great, but lacks a few items I wish I could use to the better. For example a SQL like interface to connect criterias from various tables would benefit the rul engine. In some cases the filter is limited in such a sense that "not equal" terms need to be used to create meangful filter structures. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Classic version is great! Review collected by and hosted on G2.com.

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

Technical Support conversations with customers and partners, Knowledge article creation and display on external website, reporting analysis and live chat. Gathering customer satisfaction feedback in numbers and qualitative. Review collected by and hosted on G2.com.

AI

Amani I.

Client Services Team Manager

Computer Software

Mid-Market (51-1000 emp.)

9/6/2017

"Kayako - Helpdesk that can evolve"

3.5/5

What do you like best about Kayako?

I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

We cannot keep track of the tickets that we have moved around, or assigned to other departments unless we note down the ticket IDs manually. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

If you are using Kayako for emails, yes it is a great tool to keep track on communication but has its drawbacks when you compare to it to features and flexibility on emails. Review collected by and hosted on G2.com.

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

We use Kayako for all internal and client communication in our company. Generating tickets for all communication has helped me keep track of what happens to certain tasks I assign. However, there is a constraint here. Once the ticket is moved to a different department, unless or otherwise I had noted down the ticket ID or check back using a report, I wouldn't know the tickets that were generated by me. This is an additional work.

Kayako emails don't allow us to draw tables, insert images or any graphic within the email which is also a drawback. We cannot change the font or format of the text. Unless we ourselves quote the previous emails, Kayako emails don't naturally show the thread to the recipient which also is a hassle for the recipients to trace back the communication.

The reports feature is something that is very helpful on Kayako. Being able to create as many custom reports you want and also being able to schedule them makes work easier. It would be best if Kayako can integrate a filter option on these reports so we can choose what we want to see.

Being able to add users, organizations and then assigning specific comments to them also eases the transfer and continuous reminding of specific notes from our clients. Review collected by and hosted on G2.com.

EC

Elise C.

Graphic Designer

Luxury Goods & Jewelry

Enterprise (> 1000 emp.)

1/29/2018

"I probably don't use most features of Kayako. It works for certain things but it's very quirky."

3.5/5

What do you like best about Kayako?

The best thing about Kayako is the ease of keeping track of tickets with customers. The Macros feature (allows you to save certain responses) is also really nice and convenient when replying to customers because typically, they will ask the same questions very often. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

I dislike how the web app does weird stuff all the time. Frequently, when trying to view tickets, I have to log in multiple times and it will tell me wrong username/password until I manually change the URL to shorten it and then navigate back to the web page that holds the tickets. Also, our customers tell us often that they did not receive our emails This could very well be the customer just not seeing the email, but I have to wonder when our customers tell us this nearly every day.

Another thing that is odd: every now and then instead of showing my name as logged in at the top right corner, it will show my co-worker's names! If I refresh, it might say another co-worker's name. I have no idea how this is happening or why. Review collected by and hosted on G2.com.

MG

Monica G.

Mid-Market (51-1000 emp.)

6/21/2018

"best ticket system we have used"

5/5

What do you like best about Kayako?

we have tried many ticket generating systems in the past and we feel as a company that this one is the best for our buck. Its very inclusive and gives us everything that we are looking for. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

i do not dislike anything at this time about the kayako software. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

8/29/2018

"Its fine for chats and ticket resolution, but pretty clunky"

2.5/5

What do you like best about Kayako?

The reporting is pretty in depth. Easy to use for clients Review collected by and hosted on G2.com.

What do you dislike about Kayako?

The email chain is either lacking or TOO long. Review collected by and hosted on G2.com.