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.

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.

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.