# Kayako Reviews **Vendor:** Kayako **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.1/5.0 **Total Reviews:** 227 ## 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** of Kayako, which provides relevant suggestions for nuanced customer inquiries. (1 reviews) - Users appreciate the **contextual AI efficiency** of Kayako, which enhances support with accurate, relevant suggestions. (1 reviews) - Users appreciate the **contextual and responsive AI technology** of Kayako, enhancing support with accurate, nuanced suggestions. (1 reviews) - Users value the **contextual AI responses** of Kayako, enhancing support accuracy and agent confidence within weeks. (1 reviews) - Users appreciate the **contextual AI responsiveness** of Kayako, enhancing support with accurate and nuanced suggestions. (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** , as it isn't ideal for agents needing quick access on-the-go. (1 reviews) - Users feel the mobile experience needs **polish** , as it's not ideal for agents on the go. (1 reviews) - Users feel the **mobile experience lacks polish** , making it challenging for agents working in the field or after hours. (1 reviews) ## Kayako Reviews ### 1. Surprisingly Human, High-Quality AI Replies That Nail Customer Context **Rating:** 4.5/5.0 stars **Reviewed by:** Syed H. | Solutions Support AI Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2026 **What do you like best about Kayako?** The quality of responses from Kay (Kayako's AI support agent) surprised me. I was expecting generic template-sounding answers and instead the responses are specific to the customer's actual situation. It references details from their email, addresses each point they raised, and the tone matches how we'd want our team to sound. I spot-checked about 50 tickets in the first month and only flagged two where I thought the response missed something. That's better than some of the junior agents I've onboarded over the years, honestly. It also knows what it doesn't know. If a ticket is ambiguous or outside what it's been trained on, it flags it for a human instead of guessing and getting it wrong. **What do you dislike about Kayako?** Wish there was an easier way to give Kay quick feedback on a specific response without going into the full admin panel. Like a thumbs up/thumbs down on individual tickets that feeds back into how it learns. Maybe that exists and I haven't found it. **What problems is Kayako solving and how is that benefiting you?** Response quality used to depend on which agent picked up the ticket. Some were great, some were copy-pasting canned replies that didn't really address the question. Kay is consistent. Every response is thorough and specific to what was asked. ### 2. White-Glove Onboarding That Gets Kayako Working Fast **Rating:** 5.0/5.0 stars **Reviewed by:** Deniz Y. | VP of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2026 **What do you like best about Kayako?** The onboarding. Every other vendor I've evaluated sends you a login and some documentation and says good luck. Kayako assigned a team to our account for 90 days to set up their AI agent Kay and the whole platform. They were in our environment setting things up, configuring routing, structuring the knowledge base, testing scenarios with us. I didn't have to become a Kayako expert to get results. The team already knew what worked and what didn't from other deployments. They'd suggest things like "most teams in your situation set up this routing pattern" and it would just work. I've never had a vendor put that much effort into making sure we were actually successful instead of just technically live. **What do you dislike about Kayako?** The per-resolution pricing is fair when you compare it to what a human costs per ticket, but I had to have that conversation with finance three times before they stopped asking about per-seat pricing. A simple calculator or comparison sheet from Kayako would have helped me sell it internally faster. **What problems is Kayako solving and how is that benefiting you?** We went from setup to actually resolving tickets in about six weeks. Most of that speed was because the onboarding team handled the parts we would have spent months figuring out on our own. ### 3. Kayako’s Kay AI: From Assisted Replies to Confident Autonomous Ticket Handling **Rating:** 4.5/5.0 stars **Reviewed by:** Uba A. | VP of Growth, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2026 **What do you like best about Kayako?** Kayako comes with an AI agent called Kay. It doesn't start by taking over. It starts by suggesting replies and showing them to your agents. They review, tweak, send. After a couple of weeks you notice the drafts are getting better and you're changing less and less. Eventually you realize you're just hitting send without editing anything. That's when you flip those ticket types to autonomous. We did it one category at a time. Billing first because those were predictable. Then account questions. Then FAQ. Took about three weeks before my team stopped second-guessing the responses. It felt like training a new hire who was absorbing everything faster than any person could. **What do you dislike about Kayako?** First week was rough. The suggestions were clearly generic and didn't reflect our business at all. I almost got discouraged. By week three Kay was writing things I wouldn't have changed. You have to trust the process and not judge it on day three. **What problems is Kayako solving and how is that benefiting you?** Getting a support team to actually trust AI was the real challenge. The software was the easy part. The gradual rollout from suggestions to full autonomy is what made my agents feel like they were in control of the transition instead of having it forced on them. ### 4. Kayako AI Agent Handles Complex Attachments Fast with Accurate Troubleshooting **Rating:** 4.5/5.0 stars **Reviewed by:** james s. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about Kayako?** This is the one that sold me. Customer sent in a ticket with five attachments: screenshots, a debug log that was over 20 MB, and a text file full of error codes. I reckoned it would sit until one of our senior people got round to it. Kay, the built-in AI agent, grabbed it, went through every file, found the relevant error buried in the log, matched it to what the screenshots were showing, and wrote a response with proper troubleshooting steps. Took maybe five minutes. A human would have needed half an hour at least and probably would have escalated it first. Kay doesn't skip attachments or ask the customer to describe what's in the file. It just opens everything and reads it. **What do you dislike about Kayako?** The Snapchat integration isn't as smooth as the other social channels. We get a fair bit of support through Snapchat and it takes a bit more manual work to get those tickets flowing in properly compared to email or chat. **What problems is Kayako solving and how is that benefiting you?** Complex tickets with attachments sat in our queue because nobody fancied digging through log files. Always last in the queue. Now they're first because Kay picks them up straightaway. ### 5. 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 ### 6. 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. ### 7. 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. ### 8. 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. ### 9. 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. ### 10. 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 ### 11. 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. ### 12. 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 ### 13. 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. ### 14. 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. ### 15. Review for Kayako **Rating:** 5.0/5.0 stars **Reviewed by:** Hassan A. | Relationship Manager Corporate Banking, Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2022 **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. ### 16. Kayako Ticketing System **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Kayako?** The ability to see tickets assigned to users as well as see what's in your queue. Can customize auto-responders. Ability to reassign tickets easily when other users' ticket queues are lower. **What do you dislike about Kayako?** Sometimes the system would error out and post your response you are spending twice the amount of time just to resolve and close a ticket. The ability to customize reporting could be more robust. **What problems is Kayako solving and how is that benefiting you?** It helps solve and simplify the ability to keep track of tickets, projects, and other tasks. Helps keep people on task and accountable. It helps customers follow-up with cases they may open so tickets and issues are not being duplicated with new tickets being opened. ### 17. Kayako is one the best Ticket management and live chat platform to use **Rating:** 3.0/5.0 stars **Reviewed by:** Emircan . | Project Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2022 **What do you like best about Kayako?** For Ticket management and chat it was really great using it. **What do you dislike about Kayako?** although it was great it could have gone to omnichannel platform much earlier. Plus it needs more integration with other platform. **What problems is Kayako solving and how is that benefiting you?** Ticket management and live chat. ### 18. I used Kayako for 3 years **Rating:** 3.5/5.0 stars **Reviewed by:** Ravi K. | Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Kayako?** 1. Good ticketing system 2. Knowledgebase is easy to upload 3. Setting up pre-defined templates for regular replies 4. Routing the tickets to different departments is very easy **What do you dislike about Kayako?** 1. Pulling reports, one needs to a struggle a bit to find or define a specific report 2. Setting up a signature for your profile 3. Ticket notifications are not prompt **Recommendations to others considering Kayako:** It is a very good tool for SMB **What problems is Kayako solving and how is that benefiting you?** It is solving the purpose of assisting all the customers at a single platform, let it be chat, email or social. It benefits the easy of communicating with the internal teams and then reply to the customer with appropriate answer. ### 19. Customer support has improved tremendously **Rating:** 4.5/5.0 stars **Reviewed by:** Abygail S. | Purchasing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2022 **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. ### 20. The most flexible ticketing desk available! **Rating:** 3.0/5.0 stars **Reviewed by:** Edwin W. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 03, 2021 **What do you like best about Kayako?** The fact that you can create unique views, triggers, and monitors on Kayako makes Kayako incredibly powerful. These features allow you to build Kayako exactly how you want it to work. You wont find this kind of customisation with their competition. **What do you dislike about Kayako?** Over the last few years, new features are no longer released. Only recently have there been active reports on bug fixes and sometimes the system becomes extremly slow. **What problems is Kayako solving and how is that benefiting you?** A centralised ticketing desk that our entire team has access to, giving everyone in the company the ability to help or update clients on requests no matter where in the organisation they sit. ### 21. Kayako's system is wonderful. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2022 **What do you like best about Kayako?** Kayako manages the ticket system well with a lot of editing and customization. The colour coding is definitely one of the strongest features, as other ticket systems I've used, does not have this feature. **What do you dislike about Kayako?** I honestly cannot find any least helpful feature in Kayako, it has done everything it needs to do. **What problems is Kayako solving and how is that benefiting you?** I am unsure if Kayako is having any current problems or not. I believe the company has shut down? ### 22. Kayako as a ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** David A. | Chief Customer Officer & Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2021 **What do you like best about Kayako?** Kayako provides all the necessary tools for the ticket managing process. It allows easy creation of new tickets from a chat and escalate and de-escalate between different levels of support. It is the most important part of support, when your users have complex cases that you need to solve in a matter of time. I want also mention about Kayako support which always is ready to help you with any question that you have. **What do you dislike about Kayako?** The way of Kayako chat handling is old school. In nowadays, I prefer more Intercom like chats, where everything is in one place, and chats can't be left unanswered. **Recommendations to others considering Kayako:** You can use Kayako if you have security limitations in your company and need to save all the live chat and ticket data on your servers. The installation and setup are not that hard. **What problems is Kayako solving and how is that benefiting you?** We handled our livechats and tickets through Kayako for several years. The ticket creation is really easy in Kayako, you can do it with 1 click and the helpdesk is user friendly, which allows your users easily find their cases and check the solutions. ### 23. Review for Kayako **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2022 **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. ### 24. Kayako, an average ticketing system **Rating:** 2.5/5.0 stars **Reviewed by:** Farrah A. | Digital experience, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Kayako?** It's simple to move tickets between departments **What do you dislike about Kayako?** It's expensive, alot of errors, reports lack **What problems is Kayako solving and how is that benefiting you?** Nothing really, it lacks so much in automations and integrations ### 25. A Helpful Helpdesk In A Neat Little Package **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about Kayako?** Kayako is an extremely helpful helpdesk solution that allows our company to provide great levels of service while all staying connected at the same time. **What do you dislike about Kayako?** Kayako is a great program and I can't say there have been very many things that I have disliked so far. I wish there were more opportunities for customization, but that doesn't hold us back from using this platform at all. **Recommendations to others considering Kayako:** Make sure to search for the different products available in this market segment. There are a lot of different helpdesk products available, but the only way to make sure one will work for your team or yourself is to test drive the program and see how it handles before making the leap. That is how we initially started and we really like this program. **What problems is Kayako solving and how is that benefiting you?** Kayako is a very solid helpdesk platform that allows our different teams and departments to manage different projects or tasks while keeping interdepartmental communication very productive. This platform allows us to take an idea from its inception and then work with different people throughout our company while using the integrated messaging system or with outside clients while using the built-in 24/7 live chat service that comes with this program and build it out from start to finish. Not only does this program help us stay more effective while working on a project it also allows us to keep an eye on the progress of different parts of the process to better anticipate when other processes will need to start or when some users will be done working on their parts of the project which allows for better usage of time instead of sitting around waiting and wondering when they can get started. ### 26. Best In-class company-wide ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul U. | Technical Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2021 **What do you like best about Kayako?** Ticketing system. Multiple departments/groups. Ease of use for all users. Insight and reporting. SLA Management and visibility. **What do you dislike about Kayako?** 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. **What problems is Kayako solving and how is that benefiting you?** Ticketing system. Multiple departments/groups. Ease of use for all users. Insight and reporting. SLA Management and visibility. ### 27. Simple easy to Golive helpdek **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **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 ### 28. A good helpdesk and live chat software **Rating:** 4.5/5.0 stars **Reviewed by:** RAJDEEP D. | Founder and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2021 **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 ### 29. Intuitive interface with great potential **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2021 **What do you like best about Kayako?** The great usage of the interface and the facility to create tickets **What do you dislike about Kayako?** The difficulties to give permissions to users **Recommendations to others considering Kayako:** Use it, is very intuitive and you wont Neee any previous training **What problems is Kayako solving and how is that benefiting you?** Internal ticketing between different departments in an easy and dinamic way ### 30. Lower cost and somewhat functional **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Kayako?** Lower cost is very attractive...but this is where it ends. **What do you dislike about Kayako?** Support was a headache...very difficulty to get any assistance. You are basically on your own. **What problems is Kayako solving and how is that benefiting you?** Provided customer support via tickects and chat. We were able to provide these resources in a limited manner. ### 31. Good product, terrible sales and support **Rating:** 0.5/5.0 stars **Reviewed by:** Yaron G. | CEO **Reviewed Date:** July 12, 2021 **What do you like best about Kayako?** Easy to implement, automate and use helpdesk for any size company **What do you dislike about Kayako?** Lack of customer support, coupled with extortionary sales tactics **What problems is Kayako solving and how is that benefiting you?** N/A ### 32. I would definately recommend it ,cause you can learn and use the system easily and fast. **Rating:** 4.5/5.0 stars **Reviewed by:** Krisztian H. | Staff Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2021 **What do you like best about Kayako?** What I really like that the system is so obvious and all the tasks are easily reachable . **What do you dislike about Kayako?** I do not have any dislike observation about it. **What problems is Kayako solving and how is that benefiting you?** Mostly we were receiving our incoming mails by the Kayako and we were sorting and selecting them between our departments. The most value benefit was that we heave got our email-s pretty fast and already sorted out , in that case we could solve and reply on our messages so fast. ### 33. A scaled down version of Zendesk and Freshdesk that catches up only, but can be better **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2020 **What do you like best about Kayako?** Kayako offers simple ticket handling features and is basically a support portal that one can use fast and free as cloud solution for a small team or company - it is also comparatively priced to the competition and can offer some really basic needed features. **What do you dislike about Kayako?** It lacks a lot of integration and features offered by the competitors and has issues in site speed and navigation. Can be improved to offer a differentiating features but as the market is lead by others, it trails along and sometimes makes it want to be better **Recommendations to others considering Kayako:** Do consider what you need out of a support handling tool and what features you need + what features are offered on the market so you can see if Kayako is all you need or you would need more. So you wont end up getting a tool that will be limited to the features offered. Do your market researched thoroughly. **What problems is Kayako solving and how is that benefiting you?** Kayako solved the need to handle support and connecting with end users and customers, and also keeping track of all the incoming requests and making sure only the right people have the access to the right information. ### 34. I really like the notes section **Rating:** 4.0/5.0 stars **Reviewed by:** kalindi p. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2020 ### 35. Kayako Has Amazing Capbilities: It is Easy to Implement **Rating:** 5.0/5.0 stars **Reviewed by:** Beth W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2020 **What do you like best about Kayako?** I like the amazing capabilities and ease of use of Kayako. Kayako has been a helpful and powerful help desk solution. Kayako allows us to communicate with clients across the world easily and professionally. I am also impressed by how perfect and professional the support team of Kayako has been treating us. Kayako is easy to customize. **What do you dislike about Kayako?** Kayako is reliable and powerful to use. The customization of Kayako is simple. Since I began to use Kayako, I have never seen any challenges. **Recommendations to others considering Kayako:** I recommend this powerful platform. It is helpful. This helpdesk tool will assist the potential customers. **What problems is Kayako solving and how is that benefiting you?** Kayako is a top helpdesk solution, It offers professional services. I like the amazing capabilities of Kayako. It enhances effective live chatting. ### 36. the best help desk software. **Rating:** 5.0/5.0 stars **Reviewed by:** Joseph L. | Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2019 **What do you like best about Kayako?** I like the Kayako software because it provides a simple integration for several support platforms in a software solution. Whether I use the web, email, phone, live chat, it allows me to easily obtain and manage customer messages and provide them with the appropriate response accordingly. **What do you dislike about Kayako?** The software is designed primarily for professional communication, I would like you to have other options such as adding colors, tables etc. **Recommendations to others considering Kayako:** The Kayako software offers a reasonable price structure. What do you expect to have an email organized and easy to use. **What problems is Kayako solving and how is that benefiting you?** I really enjoy using kayako software, since it is the best communication platform that not only allows me to communicate, but also provides me with reports on any urgent e-mail in which I must act immediately, which saves me from tasks and delayed answers. Since we switched from gmail software to kayako for communication between teams and clients, with the kayak software my email is organized and easy to use. ### 37. Kayako is an incredible service to improve your communication! **Rating:** 4.0/5.0 stars **Reviewed by:** Trisha F. | Software Developer, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2019 **What do you like best about Kayako?** I like Kayako as a service to improve professional communication in my company. The best thing Kayako can offer is to organize all your emails into a folder according to the departments and the nature of the email content. Additionally, the Kayako user interface can be customized according to user requirements. Furthermore, Kayako also offers to cover a wide variety of areas of daily activities, such as handling tickets, incidents, issues, and complaints from all our potential customers. **What do you dislike about Kayako?** Kayako has offered us an excellent customizable UI, but I would like to enhance this feature even further. It would be a good idea to further improve the customization of the ticket area. I would also like Kayako to offer tutorials to fully understand all the features that this amazing Kayako service offers, and thus take advantage of all its features to provide better communication to our potential customers. **Recommendations to others considering Kayako:** Kayako is the best solution for your communication problems with your clients. Kayako is excellent service! **What problems is Kayako solving and how is that benefiting you?** We have implemented Kayako in our company and with it we have been able to obtain many benefits, as it keeps the daily help desk workflow organized through automated tasks. We also use Kayako mainly for our internal IT technician staff. Kayako also allows us to track the calculation process for a distribution request and whether the calculations are completed within the service level standards. ### 38. Transfer work from person to person with Kayako **Rating:** 4.5/5.0 stars **Reviewed by:** Don J. | Marketing Specialist, Design, Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2019 **What do you like best about Kayako?** Kayako offers some wonderful view of the Dashboard, so you won’t get overwhelmed with the information you’re receiving. The control panel integrates well and organize customer information. The KQL Report Generator feature is easy to understand and allows you to extract relevant information and set statistics based on our own specifications. Also, it includes some great automation links that are scheduled in the email reports. **What do you dislike about Kayako?** Although I think Kayako is amazing and very simple, there’s a specific action which may be very confusing: work with independent queues within departments. There will be many information to handle and that can be overwhelming sometimes. **Recommendations to others considering Kayako:** Kayako would be a very suitable tool companies and people that want to host an e-commerce business or a customer support company, where there’s necessary to see each customer's interactions individually and not for a lengthy time. You should closely consider how the features of each bid match your requirements, as you can save cash by using either. Since we implemented in our company, our interactions with clients has been very well managed. **What problems is Kayako solving and how is that benefiting you?** We use Kayako to transfer work from person to person or even to a different group while we monitor the efforts in our department. We chose to work with the self-hosting version as it performs very well even in our highest traffic peaks. In general, our experience with Kayako has been amazing given the results we have got with it. ### 39. Kayako is the best for reporting! **Rating:** 3.0/5.0 stars **Reviewed by:** Neil R. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2019 **What do you like best about Kayako?** Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee has gone back and forth with each other. It has a nice dashboard view. **What do you dislike about Kayako?** I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved. There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed. Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed. **Recommendations to others considering Kayako:** Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period. **What problems is Kayako solving and how is that benefiting you?** Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system). ### 40. Kayako has improved our communication with our customers! **Rating:** 4.5/5.0 stars **Reviewed by:** Robert T. | Software Engineer, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2019 **What do you like best about Kayako?** I really like Kayako as a service to improve professional communication in my company. The best that Kayako can offer is to organize all your emails in a folder according to the departments and the nature of the content of the email. In addition, the Kayako user interface can be customized according to the user's requirements. On the other hand, Kayako offers to cover a wide variety of areas of daily activities, such as ticket handling situations, incidents, problems and complaints from all our potential customers. **What do you dislike about Kayako?** Kayako has offered us an excellent customizable user interface, but I would like to improve this function even more. For example, it would be a good idea to further improve the personalization of the ticket area. As I would also like Kayako to offer tutorials to fully understand all the functions offered by this incredible service "Kayako" and thus take advantage of all its functions to offer better communication for our potential customers !. **Recommendations to others considering Kayako:** Kayako is the best solution for your communication problems. **What problems is Kayako solving and how is that benefiting you?** We have implemented Kayako in our company and with it we have been able to obtain many benefits, since it keeps the workflow of the daily help desk organized through automated tasks. We also use Kayako mainly for our internal staff of IT technicians. Kayako also allows us to track the calculation process for a distribution request and if the calculations are completed within the service level standards. ### 41. Great CRM software but pricey **Rating:** 3.5/5.0 stars **Reviewed by:** Xavier S. | Web Designer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2019 **What do you like best about Kayako?** What I really love about Kayako are its multiple features that are worthy to our company and our main goal. It’s easy and fast to use because allows e-mail and social media synchronization and creates weekly graphic reports. Also, has a simple platform to learn how to properly use isn’t a problem or takes a lot of time. **What do you dislike about Kayako?** What I dislike more about this software is its price. Is more expensive than other tools of its kind and even offering a lot of features, sometimes toy can find some minimal mistakes that can ruin a complete daily work. We talked with customer Support about this mistake and they helped us to solve faster but this shouldn’t be happening while using a tool if this robust. **Recommendations to others considering Kayako:** This is a great tool if you’re willing to pay a lot of money. Its best features are related to e-mail and social media synchronization, weekly report and tickets integration, that allows to build a full CRM system without needing to complement with another tool. **What problems is Kayako solving and how is that benefiting you?** We needed to combine chats and conversations from different sources to proper keep tracking and solve clients problems and Kayako did a great job in this area. Also, its daily and weekly reports are precise. The best way to proceed with software with this kind is by asking for a free trial and properly evaluate if its price is worthy according to your business needs. ### 42. Solid platform but performance could be better. **Rating:** 3.0/5.0 stars **Reviewed by:** Drew C. | Data Administrator, Public Safety, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2019 **What do you like best about Kayako?** I like that we can interact with the support team through a web-based user interface or email. That is to say, contact can be initiated and continue through resolution either way. **What do you dislike about Kayako?** The search function in the public portal interface needs some attention. It takes a significant time to return results and it seems to only do exact match instead of loose match. I would image the system authentication is able to be integrated through LDAP or other means however our instance is not using this. **Recommendations to others considering Kayako:** Evaluate the organization's needs and compare that to the platform feature set. **What problems is Kayako solving and how is that benefiting you?** Kayako allows us to interact between the support team and our admins. It creates a solid and indisputable history. Linking personnel back to the same organization allows internal continuity by allowing multiple individuals to have visibility to the status of support cases along with the notes as it is worked toward a resolution. ### 43. It is Kayako !!! **Rating:** 4.5/5.0 stars **Reviewed by:** Pablo M. | Office Worker, Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2019 **What do you like best about Kayako?** Kayako has been the best correspondence stage for expert correspondence that I have utilized up until this point. Kayako is prescribed for both between group and outer - customer correspondence. The best component of kayako is that it enables you to compose your messages into organizer dependent on divisions, status and the idea of the email content. Likewise utilizing other kind of email stages has been a stress now and again and tedious when attempting to discover all the forward and backward correspondence occurred on one email string by various individuals, however kayako gives the best arrangement by catching all the correspondence occurred on one subject/email which is sent and gotten by one or many. Interface of Kayako can be structured and made according to the client's necessity and inclination. Likewise alluding to an email has been advantageous as each ticket conveys its very own interesting Ticket ID. **What do you dislike about Kayako?** Reports aren't that expert with the Classic Kayako, and the KQL is difficult to comprehend, I accept that you need to make it somewhat simpler and easy to use. I might want to move up to Cloud Kayako, yet there is a missing element which is exceedingly significant for me, the "Development" include, this element giving me a chance to make a trigger that will open my ticket following a few minutes, this component embedded distinctly in the Classic Kayako. From the minute you've changed your estimating strategy, it's somewhat costly.. and keeping in mind that having clients that might want to get reports (most significant for them) Kayako Classic in any event doesn't give the best an incentive here, I don't think about Cloud Kayako. **What problems is Kayako solving and how is that benefiting you?** Kayako has been the best correspondence stage which enables me to impart as well as gives me gives an account of any dire email that I have to follow up on promptly which spares me from deferred undertakings and answers. Since we changed from standpoint to kayako programming for between group and customer correspondence, kayako has given the best correspondence stage which enabled us to have a composed, simple to allude to and use as well as can see any sent/got email from any area by means of any gadget. ### 44. The best of Kayako! **Rating:** 4.0/5.0 stars **Reviewed by:** Thian Z. | Software Developer, Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2019 **What do you like best about Kayako?** I really love Kayako because it has very specific features that are very useful for our organization. One of the best features of Kayako is its response time, which offers an excellent experience. Kayako has also allowed us to use our email and social media at the same time. Simply put, Kayako is one of my favorite helpdesk services because it is unique and easy to use. **What do you dislike about Kayako?** One of the things I would like Kayako to pay more attention to is the appearance of its reports, because it would be a good idea to make them more appealing by improving their graphics, colors, and other things. On the other hand, Kayako works very well. **Recommendations to others considering Kayako:** My only recommendations are to try using this excellent program, believe me you won't regret having tried it. **What problems is Kayako solving and how is that benefiting you?** I believe I have already mentioned all the benefits we have gained from this excellent software, but I can only say that while we use this product, both our company and our clients feel calm and secure. ### 45. Strong Customer Support Management solution **Rating:** 4.0/5.0 stars **Reviewed by:** Kristin D. | IT Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2019 **What do you like best about Kayako?** One of the things I love about Kayako is its features. Kayako has plenty of way to help customers in an unique way because of its organized platform and workflows. Also, it's really easy to use so training won't be a problem. Its intuitiveness allows every kind of users handle this tool, from beginners to experts. **What do you dislike about Kayako?** It's not so easy to integrate Kayako with another tools or even customize it according to your needs. In fact, is not simple at all and Kayako doesn't offer a lot of strong support in this area if you're not paying the most expensive plan. So this tool couldn't be a must have for small companies because of its price. **Recommendations to others considering Kayako:** It's not the easiest software to manage Customer Support but is one of the best to do it according to company needs. Doesn't require complex training or knowledge to use it because it's user-friendly and intuitive so that's a plus. **What problems is Kayako solving and how is that benefiting you?** We use Kayako to build and maintain our Customer Service Support because it offers features that allow us to have control over each client conversation and classify it according to our needs to analyze and process. ### 46. Simply the best help desk is Kayako! **Rating:** 4.0/5.0 stars **Reviewed by:** William J. | Software Developer, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2019 **What do you like best about Kayako?** Kayako is my favorite help desk because it provides a very good individual report on what is being done for a client or corporate issue. Additionally, it is easy to understand what the tickets are about, how long they have been open, and how many times the client or employee has been handling it, Kayako simply improves communication! On the other hand, Kayako offers multiple functions that improve our company more every day! Kayako has allowed us to synchronize email and social networks and creates weekly graphic reports. **What do you dislike about Kayako?** It is still difficult to find negative things about Kayako. I noticed that it is very difficult to implement when you already have a customer base, as creating it can be challenging. On the other hand, I feel very comfortable with the versatility of this software and all the benefits it has provided to my company over the years! **Recommendations to others considering Kayako:** I recommend Kayako for any small, medium, and large company! as it is very functional and effective! **What problems is Kayako solving and how is that benefiting you?** Our entire company uses Kayako for business because it is used to transfer work from one person to another, escalate to another group, and until recently, track efforts in our development department. Additionally, it is a very easy way to understand what problems a customer has, what the status of that problem is, who had it, what the history of the effort on behalf of the customer is, and who has done what so far. ### 47. Good tool but could be better **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2019 **What do you like best about Kayako?** Kayako is a ticketing system that has some good integrations with external services. It's easy to communicate with our customers over several different platforms and manage several different brands at the same time **What do you dislike about Kayako?** There are many features in kayako that could be very powerful but are not quite complete enough to fully integrate into our business. For example the time keeping feature is built into each ticket, The engineers can log their time spent and if the time is chargeable or not. This feature is only useful if we can report on this information, dispite many support requests with kayako all we can produce is a csv document containing the time spent per ticket in the format of 00:00:00. We cannot use this feature to work out the relative costs acoiated with the time on each ticket because the time is not linked to an engineer and is not provided in a format that can be summed. There are many features in kayako that's have the potential to provide so much more functionality. **Recommendations to others considering Kayako:** Test drive the features you need before you buy as a listed feature may not work as you need it to. Compare the cost and features of competitors. I feel kayako is over priced for the features it actually dilivers **What problems is Kayako solving and how is that benefiting you?** Kayako enables to to keep in contact with out customers and track the history of every support request ### 48. this is my experience with this awesome product! **Rating:** 4.0/5.0 stars **Reviewed by:** Brian P. | Business Development Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2019 **What do you like best about Kayako?** We have been using Kayako for years to improve our income and our organization. The best of Kayak has been its security system and its optimal performance to perform tasks in real time, unifying different platforms in one. Kayako is very efficient in terms of his "help desk" skills **What do you dislike about Kayako?** I think there are few things to modify the kayako system, but it would be good to improve the interaction of our users and our customers. Kayako should also offer better prices for their licenses. **Recommendations to others considering Kayako:** Kayako is an excellent product to use, so I suggest you try this software! **What problems is Kayako solving and how is that benefiting you?** The benefits are evident in our annual revenues using this incredible "Kayako" software, which has allowed us to improve communication between our users and our customers by offering a quality service. ### 49. Kayako is the best CRM software out there! **Rating:** 3.5/5.0 stars **Reviewed by:** Lisa M. | IT Senior Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Kayako?** This amazing software is actually one of the best CRMs out there. Provides to its users the ability of communicating with clients and managerial roles at the same time by applying an intranet unallocated cloud service (for companies) with the Internet (for everyone). Also, allow users to customize the client to the final end that they want for attending clients and chat between colleagues, peers and managerial people as well. **What do you dislike about Kayako?** Sometimes system just went down and takes certain amount of time to getting back from the bug or freeze issue that took lot of time and make peers and colleagues lose precious time. Besides that, the pricing is also pretty expensive for what actually offers, and in other words this software provides what actually offers to all the clients out there. **Recommendations to others considering Kayako:** This is the best asset for ticket tracking, ticket assignation and everything related to ticket and customer service for either clients or third-party providers as well and that has been really helpful for our company. **What problems is Kayako solving and how is that benefiting you?** Highly recommended tool for those who are looking forward to take the customer service invoice and ticketing to the next level. Kayako delivers nothing but the best and reliable service that they say they will deliver to its clients. ### 50. This is my experience using Kayako! **Rating:** 4.0/5.0 stars **Reviewed by:** David N. | Senior Software Development Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2019 **What do you like best about Kayako?** I think one of the most outstanding features of this Kayayo platform is its versatility to join conversations from different sources, such as email and social networks. In addition, the user interface offered by Kayako is very easy to understand and use, since it has a complete set of tools that facilitate the execution of the work. Kayako is a very fast, easy, productive and comfortable platform to be used by any company. **What do you dislike about Kayako?** Kayako seems to me an excellent software, I do not have bad experiences with it, but nevertheless I would like to offer my opinion about its technical support, because it needs to improve its response time. **Recommendations to others considering Kayako:** Probably my only suggestion for anyone who wants to try to prove Kayako's usefulness is to try it! and then provide the opinion of your experience **What problems is Kayako solving and how is that benefiting you?** Our company has obtained benefits from Kayako because it has helped us in different ways, one of them was to provide the company with a better service for potential customers within our company, so we have opted for a better job performance, such as have better financial benefits of the company ## 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 - [View Kayako pricing details and edition comparison](https://www.g2.com/products/kayako/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-31+17%3A20%3A55+-0500&secure%5Bsession_id%5D=80a4671d-c9b8-4bed-9a87-65910b5c00a6&secure%5Btoken%5D=bcd33dc10162745aec82002eb37b47c901669ad2581e539d7a8138a1a0fb036b&format=llm_user) ## Kayako Integrations - [Facebook for Business](https://www.g2.com/products/facebook-for-business/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [NetSuite](https://www.g2.com/products/netsuite/reviews) - [REST](https://www.g2.com/products/rest/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [X (Twitter)](https://www.g2.com/products/x-twitter/reviews) - [Zapier](https://www.g2.com/products/zapier/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 (6,590 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - 4.4/5.0 (418 reviews)