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

Insight to using Kayako

What do you like best? The knowledge base feature which allows us to quickly publish out useful information and provide the links to our clients. This reduces support time spent by our technical support team for issues with repetitive instructions which in turn boost productivity. What do you dislike? The report feature where sometimes we need to customize our reports but due to the syntax used we would need to check with Kayako as it is not found in the default settings. What business ...

Worst customer experience ever!

What do you like best? At this time, not much at all, nothing too desirable about this company. What do you dislike? The level of support they provide, they are supposed to be a customer support company, that does not have a customer support line. Phone numbers provided online is only a voicemail box, when you try to put in an extension, the line cuts off. Recommendations to others considering the product Get real support, it has been 4 days since I opened a ticket, and still no one ...

Very useful tool

What do you like best? Ticket Management and Knowledgebase Hub. What do you dislike? The reporting system in the ticketing system is not standard SQL so sometimes we have to request help from Kayako in getting a report written. But we always get a response - so not much of an inconvenience. Recommendations to others considering the product It's a straightforward tool with options to customize, especially the ticketing system. You also get visual results of your current tickets. What ...

Summary of the support center

What do you like best? I like the Knowledgebase. I think is a very good tool for the customer. It's a sheer joy to be able to create fresh content and assist my customers and agents from anywhere, anytime. What do you dislike? Automatic AD sync would be useful as at the moment using csv import Would like better reporting features and the ability to assign tickets to multiple users at a time, not individually Recommendations to others considering the product None What business ...

An outstandingly helpful tool to administer our clients' request

What do you like best? The fact that users can open support tickets by email and still review their tickets online in their account has contributed a lot to a very good acceptance of the helpdesk. What do you dislike? I'd find it helpful if it were possible to include screenshots directly into the text (as HTML. It's a bit cumbersome that we have to send them as attachments. Recommendations to others considering the product If you are stuck at any point, don't hesitate to contact their ...

Kayako Help Desk Review

What do you like best? The price point has been great for our company as a non-profit. The set up was smooth and easy and adding additional users to the system is easy. Also, our customers have been able to easily get logged in and create tickets which is a great plus. The live chat is a great feature so you do not necessarily have to get on a call with the customer to troubleshoot. Also, there is a screen sharing feature that we used in the beginning to be able to see the user's computer ...

Limited functionality, clunky interface, but meets basic needs

What do you like best? It is relatively stable. It is cheap, and fairly straightforward in what it offers. What do you dislike? Limited report functionality, KQL is not powerful enough, unattractive UI, clunky views, poor performance, inconsistent development features. Recommendations to others considering the product If you are a small company with limited budget, it works. If you want it to grow with your team, need additional integration and features, or want something customer ...

Kayako has a quick response time with any challenges

What do you like best? I use Kayako through my job that allows me to stay home to be with my son and still help make a living to support my family. The team I am on uses kayako as a tool and I have found that there is very rarely any downtime or errors that hinder my ability to get my hours in at any time of the day. If there has been a challenge, they are professional, quick to respond and correct, as well as kind enough to point me in the right direction if I reported a challenge to them ...

Limited tool, thats easy to use but, difficult to get what you want out of it

What do you like best? The UI is bright and pretty. Aside from that theres a lot to displike. I did like how easy the login was, didnt need a secure password and the tool in general didnt go down very much so pretty stable platform . What do you dislike? The search functions poor, you cant use search for case numbers. You would need to do an advanced search and then enter it in a specific box. If you added a space it would not work. The search box in general had issues with no clearing ...

Good product, not my favorite!

What do you like best? I like that you can have one inbox that multiple people can access and work on at the same time. What do you dislike? I don't like the emails the system send whenever you submit/receive a update to a ticket. We actually had a couple of issues when we implemented this as a way to manage our customer messages, as the priority we assigned to tickets was being displayed for them on the kickback emails the system send automatically. Recommendations to others considering ...