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

Kayako (highs and deeps)

What do you like best? The initial set up (hosted system was very easy Usability for staff is also easy. few training costs Customer access to his tickets and as manager to all tickets is very good Knowledge base system is very useful User Management is also very good What do you dislike? 1 Any user response to a ticket ("closed" tickets too changes the status of ticket to OPEN. CLOSED tickets goes to be OPEN after user responds "thank you". With this feature a ticket can never ...

Excellent helpdesk, versatile and easy to use and maintain

What do you like best? - Easy to use - Low maintenance - Interesting add-ons to enhance functionality - Low TCO - Stable What do you dislike? - Unclear product development plan - Unclear release plan - Cost to upgrade to latest version is high (price and effort Recommendations to others considering the product Kayako is an easy to implement system. It supports all standard host environments and is easy to cusomize with your own templates and css. For staff it provides a lot ...

Kayako's excellent features and support services has brought an uplift to our support services.

What do you like best? - the ability to define customer parameters when it comes to statuses, types etc. - excellent SLA management - Creating tickets for email enquiries - Live chat What do you dislike? - The default text editor is not good - No ability to provide inline comments on an existing update - To start with it can take you months to be able to make good use of Kayako - Files cannot be shared in the live chat - I really have no other dislike to share. Most of the ...

Best value for money

What do you like best? Kayako understands the profession of customer support and therefore comes with a wide variety of neat functions that makes life on the support desk easier. It makes you look good towards your customers: it is a professional tool that does wht it needs to do: provide the customers a communication platform and overview. It's easy to configure yourself and we had it up and running in a day with only minor adjustments afterwards. Kayako support itself is excellent. ...

Kayako has given our Help Desk a great resource for managing and tracking the support we provide.

What do you like best? The knowledgebase has proven to be a valuable resource to our staff for support reference, as well as a great tool for our end users to be self-supporting with solving their own issues. Having the ability to assign tickets to specific people on our Help Desk team has been key in keeping us on task with providing great support, as well as project management. And being able to see a ticket history of each end user, or run reports on key support trends helps us to find ...

Outstanding from start to finish. Never Regretted choosing Kayako

What do you like best? Flexibility, reliability, cost. We have used Kayako for 8 years and it is now at the heart of most of our business processes. We couldn't live without it. What do you dislike? The client end user portal has been neglected. The great improvements on the staff control panel should really have been rolled into the client pages. Recommendations to others considering the product Do it, What business problems are you solving with the product? What benefits have you ...

Great Ticketing solution

What do you like best? It is seamless to integrate, and fully white labeled! This tool was easy to implement and well worth the cost! What do you dislike? Administrator options are a little confusing, and getting email to work correctly took a little effort, but now it is working great! What business problems are you solving with the product? What benefits have you realized? Our client base asked for some type of ticketing system, after reviewing the numerous options I decided on Kayako ...

Love using Kayako, it is very easy to use and easy to configure.

What do you like best? I like that we can configure the tickets to what we need. Also, the Knowledgebase is great for out Customer Support Reps to look at before opening a ticket. What do you dislike? Nothing really. The price is right and it is very easy to use. Recommendations to others considering the product This tool is very easy to use. It has capabilities for Escalation and you can put in SLA's that meet our company needs. The Knowledgebase is great for our CSR's. Overall, a great ...

Kayako for us

What do you like best? Talking about Kayako as a Company I want to say it's really good. All the deloyments they constantly do and the features they add makes the system to imrove each day. The support is excellent, since we don't know all the possible configurations have their help is just a great relief. What do you dislike? Itt would be great have the possibility to modify certain aspects of the tool, little designs, configuration and tools. Recommendations to others considering the ...

Exceeded our expectations

What do you like best? We have been a Kayako user for many years. At first I was a bit skeptical of the low cost when we got started, especially since there are some much higher priced products and services available. The features of Kayako far exceeded my expectations. What do you dislike? There is an occasional quirk here and there, but it doesn't ruin our impression. It took us a while to upgrade to Version 4, but we really enjoyed the product even more after this upgrade. We are ...