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

Best Help/Service Desk Software

What do you like best? Easy to configure and use. Includes all the features a company would require from a Helpdesk, all in one. What do you dislike? Still lacking HTML email features when receiving and sending messages. The documentation can also improve, especially around customization. Recommendations to others considering the product n/a What business problems are you solving with the product? What benefits have you realized? Remote agents supporting customers worldwide, one place ...

great product, very easy to use.

What do you like best? User friendly for the staff and end-user. I love that we are able to basically utilize the software without having to be on the web-portal very often and can view all tickets via email. I love that we can post articles, documents, and files. It is basic enough where it does not get very confusing, but it also has a lot of complex features if you want to utilize them. I love that we were able to add our own logo to the website and customize it. Each user is able to ...

Kayako - Amazing Hekpdesk Solution and Company

What do you like best? Kayako is a very robust and stable platform. We have been using it since 2009. Technicians are able to manage tickets easily. Clients are able to access ticket information and reply. The built-in automation features save a ton of time. For the price its the best supported solution on the market. What do you dislike? Its missing a scheduling and dispatch feature. Time entry for support staff is very basic and could be more feature rich. Recommendations to others ...

Great Tool

What do you like best? I know kayako from the 2007 and has been the best tool to support users found The organization of the departments, operators and users is very good. incident management and administration easy platform we implement has made for some of our clients, which are also satisfied by: - Less resources on the server - An excellent system for customer care via chat - Automated responses - reports - customization From all technical and professional appearance ...

Worse Script I have Ever Used on My Website

What do you like best? The Idea is Good Chatting People are Good The Software is good looking What do you dislike? The ask Money and there script is still not stable Recommendations to others considering the product Never Buy this What business problems are you solving with the product? What benefits have you realized? They are still developing the script. It always gives error and they will force to update. I purchased the update but it did not worked. I send the following ...

Forward thinking company, feature rich product, with a knowledgeable team and great community

What do you like best? There are so many features which are well thought out which simply save us time. Our SLA warnings really help our internal support to ensure that we don't forget to update tickets when we get busy. There are literally 100's of reports out the box, which was great for us as we got metrics to some things we had not even thought about!. We have yet to utilize the products full potential, mainly due to the depth of flexibility, but everything works flawlessly, and the ...

Enterprise-class, feature-packed and well organized helpdesk

What do you like best? We use Kayako helpdesk since 2007 as the main support channel for our clients. What we like most is that Kayako was always feature-packed, but very well organized at the same time, without making the software bloated. There's a function for everything, making the helpdesk very effective for the staff and clients. Security seems to play a very important role, as we haven't seen any vulnerability "in the wild" that wasn't discovered and patched in time by the ...

Long term happy user

What do you like best? We like the configurability of the tool. It's simple and easy to explain to new support agents and customers. By hosting it in the cloud, we have simplified our support model across the world. Our staff can login from anywhere and look and respond to tickets. We have added new priorities, status and custom fields so make the system meet our business needs. I have looked at other systems, but this seems the most straightforward solution. What do you dislike? If I ...

Kayako help our team to quickly solve customer problems

What do you like best? I like possibility of using Download option with database installed on our servers. We can generate some custom reports accessing database regarding our team performance. What do you dislike? VOIP option with 3rd party operator was not working to well. Our team switched to Zoiper for VOIP. Phone support is not our main channel so it is small disadvantage for our team. What business problems are you solving with the product? What benefits have you realized? We have ...

Meets Basic Help Desk Needs but Doesn't Meet Tomorrow's Needs

What do you like best? Ticketing software works well. Easy to setup users and support staff. Creating a knowledge base is helpful for users to solve their own issues. User portal works well. One place for users to go and create a ticket and look at knowledge base articles (especially those that are recommended while creating a ticket is a very helpful feature. Creation of knowledge base articles is easy and very flexible. This makes it easy for us to create articles that users need and ...