# Kayako Reviews **Vendor:** Kayako **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.0/5.0 **Total Reviews:** 223 ## About Kayako Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. Unlike legacy support tools, Kayako brings together your multi-channel conversations and customer information, so you can support customers as a team and keep the personal touch, even as you grow. ## Kayako Pros & Cons **What users like:** - Users value the **contextual AI assistance** which provides relevant suggestions, enhancing support agent efficiency and confidence. (1 reviews) - Users value the **contextual AI efficiency** of Kayako, enhancing support with accurate, relevant suggestions for complex issues. (1 reviews) - Users value the **contextual AI technology** of Kayako, enhancing support with accurate, responsive suggestions for complex issues. (1 reviews) - Users value the **contextual automated responses** in Kayako, enhancing support efficiency and confidence in AI suggestions. (1 reviews) - Users appreciate the **contextual and responsive AI** of Kayako, which enhances support efficiency and accuracy. (1 reviews) - Response Time (1 reviews) **What users dislike:** - Users find the mobile experience **not intuitive** , making it challenging for agents to use effectively on the go. (1 reviews) - Users find the **mobile experience lacking polish** , which affects usability for agents on the go or after hours. (1 reviews) - Users note that the mobile experience needs **polish** , as it's not ideal for on-the-go agents. (1 reviews) - The mobile interface has **UX issues** , making it less ideal for agents needing to access it on the go. (1 reviews) ## Kayako Reviews ### 1. AI-Powered Support with a Unified Customer View **Rating:** 4.0/5.0 stars **Reviewed by:** Grant W. | Senior Cloud Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2026 **What do you like best about Kayako?** SingleView™ Customer History — Kayako's SingleView™ lets agents see a customer's full journey and interaction history in one place, enabling more personalized support without asking customers to repeat themselves. TechRadar AI-Powered Ticket Automation — Kayako leans heavily into AI to cut repetitive workload, with the company claiming teams can automate up to 60% of support tickets through its AI-first approach. Tidio The AI Ticket Assistant also lets agents "chat with the ticket" to surface key details instead of scrolling through long threads. G2 Omnichannel Unified Inbox — Messages across chat, email, and messenger are unified in one place, with threads keeping past conversations visible so agents have full context without hunting for information. Featurebase Self-Learning Mode — The Self-Learning Mode learns from closed tickets over time, continuously getting smarter and improving response consistency. G2 Knowledge Base & Self-Service — Kayako provides a robust knowledge base that enables teams to create and maintain a centralized repository of solutions, FAQs, and best practices, reducing the workload on support staff and encouraging self-service among end-users. **What do you dislike about Kayako?** Clunky Interface & Performance — A common complaint is that the user interface feels old and unintuitive, and performance is a major concern too, with many users reporting the platform is sluggish and tickets taking too long to load. Zluri Steep Learning Curve — Kayako requires a steep learning curve and is not an intuitive system, with things not always being where you'd expect them to be. G2 Weak Reporting & Analytics — Reporting lacks options to customise charts, colours, and the way detail can be presented, and some users have found the complexities of building usable reports make that part of the system difficult to use. Kayako Pricing Transparency & Cost — Trying to figure out Kayako's pricing can feel like solving a riddle, with no clear pricing page available. Some former customers reported costs rising to over $100 per agent per month after pricing policy changes. Zluri Declining Customer Support Quality — Many long-time users have pointed to a steep decline in the quality of Kayako's own support, which seems to have worsened after the company was acquired. **What problems is Kayako solving and how is that benefiting you?** We are using Kayako as our helpdesk system as well as shared mailbox ### 2. Kayako Changed the Game for Us **Rating:** 4.5/5.0 stars **Reviewed by:** Etee D. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2025 **What do you like best about Kayako?** 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. **What do you dislike about Kayako?** There’s still a bit of a ramp-up. ome of the analytics could be a bit more intuitive, and in rare cases, the AI needs a nudge especially with edge-case tickets or regional phrasing. **What problems is Kayako solving and how is that benefiting you?** We’ve probably eliminated 70–80% of those “copy-paste” repetitive tickets, which has freed up our team to focus on more complex, higher-value issues. ### 3. Kayako AI makes support easier **Rating:** 4.0/5.0 stars **Reviewed by:** Anna K. | Customer Care Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Kayako?** 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. **What do you dislike about Kayako?** A bit challenging to connect accounts and emails, needs some clearer guidance. **What problems is Kayako solving and how is that benefiting you?** Kayako helps us handle a high volume of support tickets without getting overwhelmed. The AI features cut down on response time, reduce repetitive work, and make sure our answers are clear and consistent. It saves our team a lot of time and keeps customers happy. ### 4. Elevated Our Support Game Overnight **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Kayako?** The AI isn’t just responsive; it’s contextual. Our support agents get suggestions that genuinely reflect what the customer is asking, even when the issues are technical or nuanced. It’s clear the system learns fast. Within two weeks, we stopped second-guessing the AI-generated responses. **What do you dislike about Kayako?** The mobile experience could use polish. It works, but it's not ideal for agents jumping in from the field or after hours. **What problems is Kayako solving and how is that benefiting you?** We’ve cut our first-response time by 63%, escalations are down, and agents are more confident. It’s allowed us to shift from reactive to proactive support without hiring more people. ### 5. Kayako- One of the best ticketing panels out there **Rating:** 5.0/5.0 stars **Reviewed by:** Abin K. | Support engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2024 **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. ### 6. User frindly and smooth ticketing platform **Rating:** 4.5/5.0 stars **Reviewed by:** M A. | L2 support engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2024 **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. The ticket creation is rather easy in this ticketing panel ### 7. Kayako review **Rating:** 4.5/5.0 stars **Reviewed by:** Sanju K. | Support engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2024 **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. ### 8. Buyer Beware **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2024 **What do you like best about Kayako?** We used Kayako for more than ten years as a way to manage internal tickets within our organisation. It handled the core functionality of generating tickets and allowing us to manage job allocation in a simple manner. **What do you dislike about Kayako?** Unfortunately, the central finance team have put up pricing 200+% without notification, they haven't honoured licenses and forced repurchasing. They have also started short-changing contract dates to not honour contract lengths and tried enforcing exit notification clauses early. While the product does the job, the unethical nature of the finance and administration team means we have had to go elsewhere. **What problems is Kayako solving and how is that benefiting you?** Helpdesk Tickets ### 9. Best and Affordable Helpdesk system! **Rating:** 4.5/5.0 stars **Reviewed by:** Gopi Krishnan P. | Cybersecurity Student, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2023 **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. ### 10. A simple helpdesk platform to manage tickets within company departments **Rating:** 3.5/5.0 stars **Reviewed by:** Gregory D. | Cybersecurity, Compliance and Data Protection Officer, Electrical/Electronic Manufacturing, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Kayako?** We have been using Kayako for more than ten years. It has been a simple yet effective way to manage internal tickets within our company's various departments (HR, IT, Facilities, Security, etc.). Its company-wide adoption has proven very useful in managing the traceability of requests across the entire business. **What do you dislike about Kayako?** We picked Kayako initially because of its simplicity and cost (it used to cost $144 per year for unlimited agents and users). A few years ago, the company changed its pricing policy dramatically, and it now costs upwards of $100 per agent per month - to be fair to Kayako, this is more or less in line with other companies on the market (such as Zendesk and Freshdesk). This price hike, combined with our company's evolving needs and the desire to restructure the helpdesk and implement ITIL-compliant service management, has led us to slowly abandon Kayako and choose a competitor product (ServiceDesk Plus). **What problems is Kayako solving and how is that benefiting you?** Kayako is a simple and easy-to-use platform for managing internal tickets between departments. Its simplicity and ease of use has made wide internal adoption a doddle, and the whole company has been using the platform for years. It allows users to report problems to the correct department (e.g. IT or facilities management) and have end-to-end traceability of their requests. ## Kayako Discussions - [Does Kayako offer an API?](https://www.g2.com/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) - 2 comments, 1 upvote - [What integrations does Kayako support?](https://www.g2.com/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) - 2 comments, 1 upvote - [What features does Kayako offer?](https://www.g2.com/discussions/features-functionality) - 1 comment, 1 upvote - [Can I use Messenger in multiple languages?](https://www.g2.com/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) - 1 comment, 1 upvote - [How much does Kayako cost?](https://www.g2.com/discussions/pricing-35f2aa87-475d-4110-b2e8-1dc6881464cb) - 1 comment, 1 upvote ## Kayako Pricing - **Inbox**: $15 /agent/month A shared email, chat, and social inbox for small teams - **Growth**: $30 /agent/month Customer service software for growing teams - **Scale**: $60 /agent/month Customer service software for larger teams [View full pricing details](https://www.g2.com/products/kayako/pricing) ## Kayako Integrations - [Slack](https://www.g2.com/products/slack/reviews) ## Kayako Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Analytics** - Trends - Performance Tracking **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Kayako Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,469 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,645 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - 4.4/5.0 (415 reviews)