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

Useful, but still lacks a lot of key automation

What do you like best? I like how you can edit the notes that you put on tickets. It's easy to see what tickets are in your name and it's very simple to reply to a ticket. What do you dislike? The search function on tickets isn't very advanced. If you don't know almost exactly what you are looking for, it is hard to filter for things. I don't really like the UI or look of the dashboard, slightly hard to navigate and get visibility into key metrics. Recommendations to others considering ...

Kayako ROCKS!

What do you like best? Love the way that Kayako presents information and allows us to assign and manage our customer requests. All department use Kayako and we manage requests and activities across multiple departments. What do you dislike? Reporting is a little difficult but we are migrating to their cloud platform and are looking forward to more robust reporting and analysis. Recommendations to others considering the product The folks at Kayako are extremely easy to work with. We ...

A better live chat experience

What do you like best? Kayako is not like normal live chat tools and apps. It is a modern customer messaging platform. My clients don't need to wait for me to be online in order to start conversations. If I'm there, I can talk in real-time. If I am not, I can get back to them later. My clients can also drop in and out of conversations without restarting everything again. What do you dislike? There isn't much to dislike. Kayako definitely offers more than I need right now but I see that as ...

Perfect first help desk for us

What do you like best? Went from a shared Gmail inbox to Kayako’s Inbox plan and started seeing value right off the bat. Who knew adding some organization to support emails could really make your life a whole lot easier? ; This is our first help desk and overall I found it to be really easy to set up by myself and we hit the ground running pretty quickly. The fact that Kayako connects all of our other channels like facebook is pretty incredible. What do you dislike? I wish we could have ...

Improved how our non-profit helps the public beyond expectations

What do you like best? - Being in Canada, we love that they have a download version that's still supported so we can keep personal information in Canada (a must for us - Before Kayako we just used email and it was messy and there were long delays and little accountability. We love that you can assign, track, have different queues, and the SLA timers keep our 'agents' responsive. And the Knowledge Base is so helpful too along with the auto-satisfaction-survey function - We liked that we ...

Best version of Kayako yet

What do you like best? We’ve used older versions of Kayako in the past but ended up switching to Desk.com because it made more sense for us as a Salesforce customer (back in the day. But recently we’ve been looking to switch, and we decided to check out the new cloud version of Kayako. The product has come a long way since its self-hosted service desk days. At first glance I like the clean and simple UI. On a deeper dive, I’m happy to see the same level of depths for complexity and ...

I wish everybody used Kayako

What do you like best? The flexibility of the software - webhooks, adjusting virtually any field. Where other software forces me to shape my business process around the system, with Kayako I can shape the system to fit my process. Don't need a part of the software? Don't use it! Need an extra field? Just add it! We integrated Kayako with our Slack channel and our finance system. It took a bit of figuring out, but the Kayako API is well documented and now we have the majority of our ...

Great for customer service desk

What do you like best? Macros help to speed up response times, and SLA helps to keep replies and resolutions on track. The software is easy to learn and use. The interface is friendly. What do you dislike? Mostly the service is very reliable, sometimes there is a bit of a delay before responses come through on the iOS app. Not all of the administration sections in the dashboard are self explanatory, however Kayako has useful help documentation, and if you contact their support they are ...

Easy Support system

What do you like best? Keep track of conversations in one windows. One our main support page (web hosted system customer can chat, search the knowledge base or just open a support ticket. Agents get a notifications almost immediately. What do you dislike? They way to add a new license require a lot of steps, not allow directly on system. You have to contact kayako support and go under a really slow process. We had enterprise edition and during the change to this new system we lost a lot ...

I love Kayako

What do you like best? System, Support, Customizable, basically we love every use case of this service. What do you dislike? Mobiel Experience - our reps in Argentina Cannot access the system very easily. We really wish that the mobile system was easier to use. What business problems are you solving with the product? What benefits have you realized? Support - automating our email and other responses.