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

Used to be good at one point - BAD service dated product

Used to be good software with good support. Now looking dated and as for support (from the support system company... well I have had an urgent issue for 3 days... no support!!!

Great value for investment

PROS & CONS What are the best aspects of this product? The vendor understands what customer service is all about and has packed the app with a range of useful features to help companies provide top notch customer support. You can use the app to boost customer satisfaction. It is a professional system that enables you to provide an effective communication platform to your customers. Kayako is easy to configure and we implemented it quickly. To top it all, the vendor offers fast and helpful ...

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’ ...

Not to bad, not to good

What do you like best? automatic email notification webhooks support KQL What do you dislike? intreface, not being intuitive, missing fetures What business problems are you solving with the product? What benefits have you realized? Client Supoort

Wonderful and easy.

What do you like best? I like that I can stay in the loop and know when somebody else in my working team has updated a conversation. Very simple I can bring all our client's cooperation and activities together in one place and, give our working team the opportunity to deliver individual, contextual assistance. What do you dislike? I'm working with this software and till now I don't see any problems with this product. My work is going fast and never had any delays and harm in the working ...

Kayako has boosted our support services

PROS & CONS What are the best aspects of this product? I like Kayako’s live chat feature, top notch SLA management, the ability to create tickets for email queries, and the ability to define customer parameters for types, statuses, etc. What aspects are problematic or could work better? There a few glitches: You cannot share files in the live chat, the learning curve is really steep, you cannot offer inline comments on an existing update, and finally, the default text editor needs to be ...

Kayako advantages and drawbacks

PROS & CONS What are the best aspects of this product? I would mention the following as plus points: We found it easy to set up the hosted system, the app is easy to use with little training needed, good user management, helpful knowledge base, and customers and managers can easily access tickets. What aspects are problematic or could work better? I can point out three drawbacks: Admin should be able to create a new custom status named “Pending” where tickets can be kept in limbo. It is ...

Our company is using Kayako over 2 years - good experience

What do you like best? - nice dashboard - user friendly - good support - new updates What do you dislike? - missing voice notifications once someone contacting us through messenger (because of that we are using different app for livechat - sometimes I don't like the trigger system Recommendations to others considering the product Good tool for companies with high volume tickets. Missing voice sound when someone chatting with us. Reliable software. What business problems are you ...

I probably don't use most features of Kayako. It works for certain things but it's very quirky.

What do you like best? The best thing about Kayako is the ease of keeping track of tickets with customers. The Macros feature (allows you to save certain responses is also really nice and convenient when replying to customers because typically, they will ask the same questions very often. What do you dislike? I dislike how the web app does weird stuff all the time. Frequently, when trying to view tickets, I have to log in multiple times and it will tell me wrong username/password until I ...

So comfortable program

What do you like best? Kayako is a modern and comfortable program for communicating with the client in real time wherever we are. Thanks to this program, our company quickly, and without unnecessary effort, informs our clients with useful information for effective cooperation. The Kayako program is simple in use and with clear settings. What do you dislike? Sometimes it is difficult to contact with the support of this program, but we do this not often because Kayako works clearly and ...