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

Kayako Support Experience

What do you like best? Each time I have raised a ticket to Kayako Support, they have been extremely responsive and fast in understanding the issue and providing a quick resolution. What do you dislike? Had a small challenge with paying the annual invoice however again the flexibility and responsiveness from the accounts team was very good. I do not anticipate facing the same issue next year. Recommendations to others considering the product Use the cloud version (as opposed to the ...

Excellent product for supporting customers

What do you like best? Very convenient interface, easy to use, very powerfull reporting. What do you dislike? For now nothing just whatsapp integration when it will be possible. Recommendations to others considering the product Very good product, it perfectly oriented to give helpdesk chat and support to customer on one friendly interface. What business problems are you solving with the product? What benefits have you realized? We give support to our customers 6/7 10/24. The ...

A very nice experience with Kayako

What do you like best? The constant updates (once a week The tips they give us (cools tips to handle your customer service Their support is always available Very to collaborate with colleagues Useful stats What do you dislike? A lack of stability (very rare It's not really fluid Recommendations to others considering the product There are a lot of updates A lot of content on their website to help you to have a better support It's very easy to work will your colleagues, you ...

Modern way to talk to our customers

What do you like best? Using Kayako for 8 months now and so far it's surpassed our expectations for what help desks can do for our team. The UI is clean and easy to understand, but the engine under the hood is pretty powerful in terms of customization. We automate a lot of what used to be manual email followups for our customers. We didn't want a clunky ticket tracker - we wanted something that will help us collaborate on customer conversations. What do you dislike? There is no way to ...

Longtime and very satisfied customer

What do you like best? Kayako is not just a great product that works perfectly, it's also supported by a great group of people that are always ready to help. They make support software and they practice one of the best supports I've encountered. In the end it's a tool that just works, and you find yourself not even thinking about it anymore. You just use it. Every day. And you can't live without it anymore. For HostYou it's our primary communication tool with customers, and inside it we ...

Many Customizable Features

What do you like best? Knowledgebase allows articles, FAQ section What do you dislike? Troubleshooter is tough to configure if you are not tech savvy What business problems are you solving with the product? What benefits have you realized? Kayako allows our customers to submit support tickets and we can easily track the progress of those issues. The tag feature allows us to input keywords/terms that are helpful when later reporting on a specific issue that was submitted multiple times. ...

Kayako - A Full Featured Help Desk Tool

What do you like best? I enjoy the interface, as it provides quick access to all the important fields we need to track and can be customized. The tickets show the history and can track billing information and integrate with backend LDAP servers as well. What do you dislike? LDAP authentication isn't very clean/smooth. The search features are not very good. Recommendations to others considering the product Just ensure you are ready to do some configuration to get the system as you do have ...

Good customer facing ticket system

What do you like best? Ability to automatically allow customers to create and manage their own issues. What do you dislike? Administrator interface can be complicated and workflow is sometimes not intuitive. Recommendations to others considering the product It should fit any need for a customized help desk system. What business problems are you solving with the product? What benefits have you realized? Kayako allowed us to easily manage many customer issues automatically and with clear ...

Ironically, poor support

I've been happily using Kayako v4 for about 4 years. We had to modify the source code to achieve what we wanted: to display source-code snippets in tickets.About 8 months ago Kayako v5 was released, however this version still doesn't support source-code snippets in tickets. I reported it as a bug and escalated to the CEO. I was told 'its being worked on' in Sept 2016.All the major competitors to kayako support this feature. If a customer posts source code (HTML, CSharp, Javascript because ...

Kayako Helpdesk is superb!

What do you like best? Simple interface, user friendly with knowledgebase functionality. Kayako is great for any small to mid sized business looking to keep track of customer tickets which is virtually impossible within Outlook. What do you dislike? Perhaps the Kayako interface looks slightly dated and I also feel the macro menu options could be better however they do provide the basics required. Recommendations to others considering the product Tracking customer tickets, staff ...