Kayako Reviews in March 2025: User Ratings, Pros & Cons

Top class help desk software and company

PROS & CONS What are the best aspects of this product? I love that Kayako is a stable and robust solution. We have been using the system for the past many years. Technicians can easily manage tickets and clients can access ticket info and provide their response. The inbuilt automation functionality saves us plenty of time. In my opinion, Kayako is the best software in the market for its price. What aspects are problematic or could work better? The software lacks scheduling and dispatch ...

Improved customer satisfaction rating

PROS & CONS What are the best aspects of this product? Kayako allows us to centralize our help desk channels in one place. That means more synchronized customer service. On top of that, it helps us track tickets in real time. We have a process where a ticket that has gone past its timeline triggers a notification to both the agent and team leader. We now have a more optimized way of handling issues. What aspects are problematic or could work better? Pricing is a bit higher than ...

Intuitive workflows equal user adoption

PROS & CONS What are the best aspects of this product? We've had a few failed tech adoption in the past, but Kayako showed that the whole company can get behind a new app. Our customer service agents are happy with it, they can quickly track conversations, while sales reps are liking it for the leads. Managers are happy, too, with the way they've gained visibility across their teams without being intrusive. Overall, Kayako has given us a more seamless workflow that cuts across siloed ...

Kayako - do not use

Our company has been using Kayako since 2013 when we purchased the original downloadable version. We paid support fees that increased year on year until 2017 when we wanted to change the domain name associated with our support portal. At this point we were told that we would have to change to a yearly licence but not to worry because it wouldn’t cost any more than our current support fees. This of course was not true and the price continued to climb in leaps and bounds. This year, ten days ...

Ideal for Startups and SMEs

PROS & CONS What are the best aspects of this product? I like how intuitive the software is. I was able to find my way around after going through basic training. It is easy to learn how each feature functions. The ease of workflow and building support channels according to our organization’s need is also commendable. What aspects are problematic or could work better? There is nothing I don’t like about this software. But it is important to note that this tool is made for beginners so ...

We have a very positive experience with it.

PROS & CONS What are the best aspects of this product? We've had tried other help desk software and I can say Kayako is one of the easiest to set up and navigate. The UI is neat and organizes customer emails and social media messages logically so it's easy to follow conversations. I'm comfortable using it, our agents find it easy to adopt, so the whole team is happy with it. What aspects are problematic or could work better? Vendor can improve response time especially that our response ...

Easy to use and versatile help desk

PROS & CONS What are the best aspects of this product? The following are the plus points of Kayako in my opinion: The app is easy to use, it needs little maintenance, there are useful add-ons to improve functionality, low total cost of ownership, and finally, the system is stable and reliable. What aspects are problematic or could work better? I have a few grouses: The product development and release plans are not clear. It takes a lot of time and effort to upgrade to the latest ...

Excellent app for managing and tracking customer support

PROS & CONS What are the best aspects of this product? Kayako’s knowledge base is used by our agents for support reference and our end users also use it for self-help to resolve issues on their own. We are able to assign tickets to specific agents which helps us to provide excellent support and also aids in project management. We can see the ticket history of all our end users and run reports for insight on important support trends. This helps us to learn patterns in our end users’ ...

Over a 2 months without a single response.

Over a 2 months without a single response from Kayako, this is not only negligeble, it simply unacceptable to have a response time so low without a single warning about it, or anything else given. This customer support was useless even before a response, though I will probably never get one?

Good app for basic help desk requirements

PROS & CONS What are the best aspects of this product? Kayako offers good ticketing features. It is simple to set up agents and users. The knowledge base helps users to resolve problems on their own. The user portal is good as users can go to this place to create tickets and read knowledge base articles while creating tickets. It is flexible and easy to create knowledge base articles. We can create articles that ours user can utilize and this reduces the number of support tickets. We have ...