#1 most frequent
United States of America
40.1%321 installations of 801
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
Product Demos
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
Who Buys & Uses Kayako
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
10.9%87 installations of 801
#3 most frequent
Australia
5.4%43 installations of 801
I believe that buyers should beware of Kayako
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
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
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
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
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
