Kayako Reviews

Powerful System, Steep Learning Curve

Comments: Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Pros:

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Cons:

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

Kayako worked for us

Comments: We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Pros:

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Cons:

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Kayako - It filled a need, but was replaced

Comments: Kayako served it's purpose for several years and did a good job overall.

Pros:

Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users.

Cons:

The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako.

We have used kayako for years now. It's very valuable to our day-to-day operations.

Comments: Very easy to use. Helps us track hundreds of email tickets daily.

Pros:

It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.

Cons:

I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.

Support system missing a CRM

Comments: We had Zendesk before but Kayako is a really serious support ticket system
I wish the price were better

Pros:

Easy to use, depending on your license is very customizable. Once the ticket is created adding notes, screenshots and files is really simple and fast

Cons:

API or link to CRM directly is really needed External add on works but with serious limitations. Old kayako had a voip system to do phone calls

Just in english

Comments: If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience. So, in English, it's a good software (one the best maybe), but impossible to use in other languages.

Pros:

Chat + Ticket system integrated

Cons:

Not localized (just English)

Great Facts of Kayako

Comments: The overall comprehensive experience is excellent with Kayako

Pros:

The Database management and queue management is the thing I lile best about this software.

Cons:

The data security will need an improvemnt here.

We've used Kayako for years and it's been great!

Comments: Great product. Great Support.

Pros:

Simple, Easy to Use, Customisable and Good Support. We've used this software for over 6 years now and it's never let us down.

Cons:

Some areas could use updating but they're not broken, just need some improvement :) Also the recent pricing increase was expected but of course paying more for something is always a dislike :)

Flexible and focused, built around fresh concepts and technologies.

Comments: We set up our help-desk website and our support ticket system in no time.
Multiple channels support (email and in-app chat in our use case) and case merging feature helped us keeping our support backlog clean and readable.

Pros:

I love it's UX design that feels modern and easy to use. The conversation metaphore is very powerful and automation macros system is really neat.

Cons:

Software internationalization and available translations are poor. Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet. More than a year has passed since then. If you need to support multi-language for your users, check that required languages have full support.

It's a mediocre software that isn't very user friendly.

Pros:

It has an app. It's kind of customizable.

Cons:

The migration to the new version was horrible. There was little communication and I had to keep following up. I don't think they realizing that by migrating us, I had to give my customers a heads up on the migration as well. I'm still using the old version and being less usable every single day.

Review - Kayako

Comments: It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.

Pros:

It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which means an overdue ticket requires you immediate attention. Further I can make Marcos, which helps me to use standard answers without writing the whole message again and again. It has provided to manage and generate customer reports as per your need, which is quite a good feature. It allows to make different sections and sub section which helps for better management of your tickets. Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help the community. Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly.

Cons:

The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

it works but required a lot of enhancements to make it work proper for us

Comments: Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment. Btw. Industry selection is missing Enterprise software or similar.

Pros:

As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

Cons:

In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot. All of this has recently discussed with our new Kayako contacts.

600% Price Increase Out of Nowhere

Pros:

I have used kayako as a knowledge base for my software. I have integrated pages into my software and spent development dollars in doing so, and written hundreds of articles for the knowledge base. A few days ago I received an email from kayako requesting that I contact them about my renewal. When I did, they informed me they would be increasing their pricing by 600% for this year, and an additional 25% each year thereafter. I was shocked, and asked for clarification, explaining that I am a small company that is in the events industry - I have been shut down due to events being shut down because of the pandemic. Even in normal circumstances, I wouldn't be able to afford that ridiculous price increase. They informed me they would be cancelling my service. I have spent hundreds of hours creating these knowledge base articles, thinking I would be using these for years to come - now I have to spend development dollars to integrate a new knowledge base into my software, and re-do all of the articles on a new platform. Very dishonest business practices - untrustworthy services - and costing the client time and money.

Cons:

Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money.

Kayako rocks

Comments: Awesome
Love it!

Pros:

Ease of use and consistency, quality cost effective

Cons:

Nothing really, just the spam. Too many spam sometimes but you'll learn to cl;ean it up

Kayako is either very helpful or very unhelpful

Comments: I was able to perform my job.

Pros:

The interface has not changed in a very long time. For a quick open/close ticketing system it works great. It is very easy for a person to just start using it with about a 15 minute explanation.

Cons:

The software hasn't changed in a long time. It looks very dated. The functionality is very much lacking. There are bugs that are unresolved. Things can get very lost very easily. There are some easy features that can be added that would enhance the software a lot.

Kayako From a Customer Service Perspective

Pros:

It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion. Also, Kayako shows in real-time who is looking at a ticket, thus it made it easy for Customer Service as we could see if someone was already working on that ticket. One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when. Thus, from a documentation standpoint, if someone was claiming to have never received an email, we were able to show that they had in fact opened the email.

Cons:

There were few reporting tools and there was no way to set follow-up tasks. We relied on setting reminders on another system like our Google calendar. Also, Kayako was getting quite expensive, which was one of the big factors in our company switching to a different ticketing system.

Not very confident with the product development. Features not perfect, same bugs might reappear.

Pros:

UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

Cons:

SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.

Ideal for new company

Comments: Very helpful to start-up business as it provides total help desk and customer support in a more efficient manner. The product is recommended to all types of business especially the starting ones

Pros:

An application where can make your life easy as they provide quality help desk solutions to the business.

Cons:

The application is a little bit pricy compared to other help desk solution provider

Like it, but needs a few more features

Comments: we upgraded from an older version and were able to retain old data.

Pros:

live chat function is really helpful. easy to keep track of all customers questions and responses. I like the merge function. it really helps to condense multiple tickets when a customer keeps sending requests on the same topic without replying back to the original email response.

Cons:

has a few bugs that keep it from being the best ticket system. there is no option to delete or remove notes. there is no option to EDIT notes. that is seriously needed as an upgrade.

A Fairly Good Alternative to ZenDesk

Pros:

Kayako allows basic management of support cases, predefined responses, ticket categories, and other basic facets of customer support management software. Kayako competes with Zendesk, a much larger product with a larger adoption, but it holds up fairly well in a comparison with it's more prevalent rival. I've used both, and I've never been seriously limited in terms of handling a steady (or spiked and unpredictable) influx of customer support inquiries.

Cons:

I can't point out anything inherently wrong with Kayako, but I'd question why someone would choose it over Zendesk, especially given the amount of service reps who are already intimately familiar with it's more popular competitor.

Recent price changes made it too expensive for us

Comments: We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.

Pros:

Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

Cons:

Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent. We could never get the knowledgebase to work the way we wanted. Sometimes it is not clear who is getting copied on any specific ticket reply.

ideal choice for online communication on everything in different Platforms

Comments: we have been using this software for more than a year, I have gained a lot in customers and experience in marketing

Pros:

this software really allowed me to develop communication and develop a good customer system within our organization. very easy to use

Cons:

I do not encounter any problem in the use of this software. But the price is high.the free version looks a bit different to me than the paid version

Good software for Support Desk purpose

Comments: Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.

Pros:

Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

Cons:

- This software legs on HTML email parsing side which can be improved. - On pricing part, they are charging on higher side and they needs to be competitive.

Its quick, easy to understand and one of the most reliable application i have come across so far. :D

Comments: Its good

Pros:

It's really easy to understand and implement on any platform. There are a couple of features like Tagging a user(In case we need to highlight especially with critical cases) also the interface is really cool and clam its very simple to make a new user to understand the functions.

Cons:

The user has to enter his name and email address to start the chat. In case the user enters a wrong email address or misses a word while entering the email address, it becomes difficult to get back to him. (Incase we dont reply on time) What we can do is once the user starts chatting, he should get a confirmation email. In case the email is incorrect the user should be informed about the same.

Another huge CRM with milions of option

Comments: One month of professional training with Kayako specialist and I'm sure it will be great! How have so many time for that?

Pros:

I'm not sure what version of Kayako I was using, but it wasn't good experience. General I liked only how the solve the problem with lead funnel and how them easly add to your data base.

Cons:

General for me it was old style CRM platform, huge with millions of options. Too many buttons, option, and not useful futures. General, I liked to check mostly of main options and the possibility of every software with I'm currently using, but this is was a type like, after 3 months still you use 10 buttons and you don't know nothing about rest.