Kayako Reviews

User Rating

4.3/5 (Based on 250 Ratings)

Rating Distribution

Excellent
50.8%
Very Good
35.2%
Average
8%
Poor
2.4%
Terrible
3.6%

User Sentiments

User-Friendly Interface, Knowledge Base, Email Integration, Ticket Management System

Poor Customer Support, Limited Customization Options, Inadequate Reporting Functionality, Lack of Advanced Features

Do You Use Kayako?

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Review Summary

Kayako receives generally positive reviews for its user-friendly interface, ease of use, comprehensive features, and strong customer support. Reviewers praise its ticketing system, knowledge base, live chat, and reporting capabilities. The software is particularly popular among small businesses and startups due to its affordability and scalability. However, some users have reported occasional technical issues, limited customization options, and a lack of advanced features. Overall, reviewers agree that Kayako is a reliable and efficient customer service solution that can help businesses improve their customer support operations.

Pros

Easytouse interface that even nontechnical teams can navigate effortlessly.
Robust ticketing system that streamlines customer interactions and automates repetitive tasks.
Customizable reporting and analytics to gain valuable insights and improve customer service strategies.

Cons

Occasional glitches and bugs that can disrupt smooth operations and require timely updates.
Limited customization options for certain features, restricting advanced configurations to suit specific business needs.

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Reviews

Abin K

July 23, 2024 Source: G2.com

Kayako- One of the best ticketing panels out there

What do you like best about Kayako?

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.

What do you dislike about Kayako?

There is no auto refresh option. Since we need to use some third party browser plugins for this specific use.

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

Helps to view, manage and follow up on client queries in the form of tickets. Easy to follow up and chamge the tickets to other departments. Ticket panel is really smooth and fast.

Sanju K

June 24, 2024 Source: G2.com

Kayako review

What do you like best about Kayako?

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.

What do you dislike about Kayako?

It does not have auto refesh feature which is a very big drawback. Using browser plugins for auto refresh is frustrating.

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

It helps me take care of client queries in form of tickets and provides ease of completing these requests in the order of importance/priority.

M A

May 28, 2024 Source: G2.com

The ticket creation is rather easy in this ticketing panel User frindly and smooth ticketing platform

What do you like best about Kayako?

Easy and smooth ticketing platform. Feels lightweight and loading time and user interface is very good.

What do you dislike about Kayako?

Having used other ticketing panels such as whmcs, I find it a bit frustrating not having auto refresh for loading newer tickets. I use a custom plugin for this purpose.

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

It lets me assist my clients email and messages through a very good platform.

Gopi Krishnan P

May 20, 2023 Source: G2.com

Best and Affordable Helpdesk system!

What do you like best about Kayako?

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.

What do you dislike about Kayako?

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!

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

As an L2 system support technician, I had a lot of tickets to resolve and update. With Kayako, I'm able to do my job faster, easier and much efficiently without breaking my SLA.

Hassan A

August 14, 2022 Source: G2.com

Review for Kayako

What do you like best about Kayako?

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.

What do you dislike about Kayako?

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.

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

I am part of the online game's administration team and I have to take care of its support/ ticketing section. Kayako provides the ease of completing my assignment, it helps me to identify the tickets which are of utmost importance and which required my immediate attention. It also allows me easy access to assign tickets to other relevant departments with just one click.

Verified User in Information Technology and Services

July 28, 2022 Source: G2.com

Review for Kayako

What do you like best about Kayako?

Liked the ticketing model, Knowledge management by defining custom templates for regular replies. Also can do tickets assignments across departments very easily.

What do you dislike about Kayako?

Some of the ticket notifications are not real-time and generating reports for custom combinations is a bit difficult.

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

This tool helping us to solve SMB.

Verified User in Information Technology and Services

June 29, 2022 Source: G2.com

I believe the company has shut down? Kayako's system is wonderful.

What do you like best about Kayako?

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

What do you dislike about Kayako?

Recommendations to others considering Kayako?

The colour coding is definitely one of the strongest features, as other ticket systems I've used, does not have this feature.

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

I honestly cannot find any least helpful feature in Kayako, it has done everything it needs to do.

Abygail S

January 12, 2022 Source: G2.com

Customer support has improved tremendously

What do you like best about Kayako?

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.

What do you dislike about Kayako?

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.

Recommendations to others considering Kayako?

The monthly plans are very affordable even for small businesses.

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

Since kayako was integrated to our work field the ease and attention directed to our customers has increased and improved, we have had more sales and more loyal customers have taken us into account again.

Verified User in Higher Education

October 19, 2021 Source: G2.com

Simple easy to Golive helpdek

What do you like best about Kayako?

The The simplicity of the UI. Features are laid out in an easy to discover fashion

What do you dislike about Kayako?

Some of the features are only in the the costlier tier

Recommendations to others considering Kayako?

If you are looking for an easy to use no frills helpdesk give a short to Kayako. Highly recommended

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

Easy to explain it to the clients as its self explanatorthus reducing the time needed for training and adoption

RAJDEEP D

July 23, 2021 Source: G2.com

A good helpdesk and live chat software

What do you like best about Kayako?

Simple, easy and low cost. It's also has a good team management feature to assign support staff for customers.

What do you dislike about Kayako?

Lack of some features like file upload during a live chat with the customer.

Recommendations to others considering Kayako?

Looking for an alternative to Zendesk or Intercom, then it is the best one.

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

Saves time, convenient

Kayako Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Kayako?

Review Summary

Pros

Cons

Abin K

Sanju K

M A

Gopi Krishnan P

Hassan A

Verified User in Information Technology and Services

Verified User in Information Technology and Services

Abygail S

Verified User in Higher Education

RAJDEEP D

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