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

Offers amazing features

PROS & CONS What are the best aspects of this product? Kayako offers useful features for our needs and gives us the flexibility to customize the software. The ticket system is an enhanced email feature that our agents can use for collaboration. Our customers can use it as a single point of contact for all their issues. What aspects are problematic or could work better? There are many useful options and features that we haven’t fully explored as we haven’t had the time to implement the ...

Packed with rich features

PROS & CONS What are the best aspects of this product? I like that Kayako offers plenty of features that save us time. Our SLA warnings ensure our agents don’t forget to update tickets when they get busy. The app offers hundreds of out of the box reports which give metrics for almost everything. The product is very flexible, which means we haven’t fully explored all the features yet, but the app works smoothly and we are looking forward to improving our experience as we learn more about ...

Easy to use application

PROS & CONS What are the best aspects of this product? Kayako is a user-friendly software for our agents and customers. We don’t have to log into the web portal as we can see all tickets through email. It is easy to post files, documents, and articles. The software is basic and yet offers plenty of advanced features if you are interested in them. I appreciate that we can customize the website by adding our company logo to it. It is simple for each user to set up their own rules for the ...

Kayako as support tracking system

What do you like best? It's very well organized by setting my tickets and also by folder and type. Also the levels setup are displayed on the left list showing you if the tickets are being processed or stuck or in another level. I also saw that is a good tool to keep tracking on each participant and retrieve measurements over the SLA assigned. What do you dislike? Some times images sent by mail are not loaded in the ticket itself, so you have to go to the mail to check that images. But ...

Beats our expectations

PROS & CONS What are the best aspects of this product? Our company has been using Kayako for many years. Initially, the low cost put me off as I thought it wouldn’t be as good as the higher priced systems. However, Kayako’s features and capabilities have beat my expectations. What aspects are problematic or could work better? There are a few occasional issues, but the product is great overall. We took our time to upgrade to Version 4, but the upgrade has made our user experience more ...

Great solution at work

What do you like best? Very good that now i have everything in right place. My work team is more organized and their works higher now. Great connection online so to have live chat is much better and with no problem. What do you dislike? I don't have any bad and big issue. I like that software.good organized work. I see that it really works very good for my work. Good support service and very helpful. Recommendations to others considering the product I'm working with this software. And I ...

Kayako it's great to have it

What do you like best? What is I like more that everything in one place, a happy team, that programm can support me and customers wherever they are or I am. A human live chat experience, even when im not online it's the best what can be. What do you dislike? I don't have nothing to say as i don't see any big issue. Recommendations to others considering the product As for me, easy to install and maintain. Also it's easy to use. And in the end customers love it simply Software you can get, ...

Informative Scheduling System

What do you like best? I like that you can create tickets to complete which keeps you accountable of things needing to be done. You can also rank the status of the responses on the tickets from good to bad. What do you dislike? I dont like that some of the features arent too user friendly, so it takes a few times navigating through before you get the gist of it Recommendations to others considering the product This is a good product for those needing some time of virtual scheduler to ...

Kayako - Helpdesk that can evolve

What do you like best? I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder. What do you dislike? We cannot keep track of the tickets that we have moved around, or assigned to other departments unless we note down the ticket IDs manually. Recommendations to others considering the product If you are using Kayako for emails, yes it is a great tool to keep track on communication but has its drawbacks when you ...

Some nice features in Classic edition but customer service is poor

What do you like best? There offerings are on-par with other companies offering similar products. They offer a pre-chat survey and customizable templates for public-facing UI. What do you dislike? Our account was set to auto-renew even when we had asked to cancel. The billing management area does not offer customers a means to turn-off auto-renew or cancel billing. There is no advanced notice of upcoming auto-renew. That is a feature offered by the other vendors we use including ...