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Kayako

Score6.3 out of 10

47 Reviews and Ratings

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What is Kayako?

Kayako is a help desk and customer support platform that helps businesses automate workflows, improve agent productivity, and deliver personalized customer experiences across email, chat, and social media.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Kayako has to offer, as determined by TrustRadius' reviewers.
Based on 47 ratings of Kayako's features
View all features

Top Performing Features

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9.1

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

Areas for Improvement

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

Reviews

What users are saying about Kayako.
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I believe that buyers should beware of Kayako

Verified User
Director in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

We used Kayako as our main ticket and helpdesk system to provide automated ticket generation and job management.

Pros

  • Tickets
  • Helpdesk
  • Allocation

Cons

  • I would like to see ethical pricing
  • I would like to see ethical contracts
  • Intext pictures and rich content formatting

Return on Investment

  • Negative, I believe they practice unethical behaviors
  • Negative, I feel they short-changed contracts
  • Negative, because in my experience, they have huge unannounced price increases

Kayako worked great while it lasted

Incentivized
Jon ShurtliffView profile
Vice President of Information Technology in Information Technology at 3form (501-1000 employees employees)

Pros

  • Help Desk Ticketing
  • Knowledge Base

Cons

  • The usability could be improved to reduce the learning curve.
  • Make it easier to reply to a customer

Return on Investment

  • Kayako was fairly priced at the time for the On-Prem solution, so good ROI because the investment was small

Alternatives Considered

Jira Service Desk

Other Software Used

Microsoft Power BI, RingCentral, RingCentral Meetings

A solid, stable, feature-loaded help desk

Incentivized
Verified User
Technician in Information Technology (51-200 employees employees)

Pros

  • Ticketing system.
  • Multiple departments/groups.
  • Ease of use for all users.
  • Insight and reporting.
  • SLA Management and visibility.

Cons

  • 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.

Most Important Features

  • Ticketing
  • SLA Tracking

Return on Investment

  • Quick responses to questions.
  • Gives users a platform to submit trouble tickets, including security issues.
  • Created a collaborative support culture.

Alternatives Considered

Spiceworks and Zendesk

Other Software Used

Panda Adaptive Defense 360, Microsoft Office 365, Panda Systems Management

Manage support tickets with Kayako

Incentivized
Verified User
Employee (11-50 employees employees)

Pros

  • Ticketing
  • Customizations
  • Searching
  • User friendly

Cons

  • Reporting
  • Integration

Most Important Features

  • Ticketing
  • Historic communications
  • Web based

Return on Investment

  • Happy customers
  • New ideas from clients through features
  • Better quality software from reported bugs

Alternatives Considered

Basecamp

Highly Priced Support/Upgrades

Zane LucasView profile
Director in Corporate at Interbit Corporation Pty Ltd (51-200 employees employees)

Pros

  • Customer Service Tickets
  • Live Chat Functionality

Cons

  • Terrible Customer Service
  • Overpriced Support Charges For Existing Customers
  • Many Bugs - Requiring An Expensive Support Agreement

Return on Investment

  • The cost is extremely high for existing customers and the new charges for support and upgrades are excessive.

Other Software Used

Freshdesk, Teamwork Desk, Help.com

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