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

We've been very happy with our self-hosted version of Kayako. Virtually problem-free.

What do you like best? Kayako gives us full visibility of al customer communications in one place. It prevents us form ;losing' a customer-initiated inquiry, regardless of the person or persons who have handled the inquiry. What do you dislike? I'd like to see Kaytako a lot more responsive to adding feature requests from their users. Ive placed a couple, and one has been outstanding for a couple of years, and despite strong support from other users, has - as far as I am aware - not yet ...

Kayako Help Desk in the medical world.

What do you like best? Kayako offers an affordable ticket system while also giving you a couple different deployment options. You can host Kayako on site or you can opt for a cloud based system. In an effort to have less hardware clutter, we tried the cloud hosting offered by Kayako and have been very pleased. Naturally we were concerned about the speed of the product being impacted by being in the cloud. From the time I setup our ticket portal, to this current day, we have never had a ...

Flexible, customizable and affordable support solution for any size business

What do you like best? Compared to many other big names in the support center space, Kayako really delivers MORE features and customizable options than the big boys. We run over 40 different customer facing support sizes all from one kayako instance. All of our support personal can support all of our customers and it appears as if we have a ton of different support sites. The self hosted option and being able to control our own upgrades is a big plus. The community is amazing as well. What ...

Kayako helped us free time to invest in other projects

What do you like best? I like the simple, yet powerful mechanism that allows us to distribute tickets to the proper employee. What do you dislike? I dislike the fact that there are no PUSH notifications Recommendations to others considering the product We believe Kayako will be the right product for you. It's mobile application is robust and will allow you to perform most of the tasks directly from your mobile phone. It's knowledgebase is something that will be vital to your clients, ...

Everything we needed and awesome features we didn't even know we wanted.

What do you like best? Complete set of support tools to meet our needs, with the flexibility to customize it. The 'ticket' system has basically served as a 'web mail on steroids' where teams of workers can collaborate effectively on our side of things while presenting a single point of contact for the clients we are supporting. What do you dislike? I know that there are many features and options we could be taking advantage of, but just haven't had the time to implement them for our ...

Kayako Fusion is an outstanding tool for managing my I.T. support efforts.

What do you like best? The product is well-conceived and well-executed. The administrative interfaces provide thorough control over the configuration of the various modules. The customer interface is simple and intuitive. I really like the flow of events for the handling of Trouble Tickets. What do you dislike? Kayako recently discontinued the remote assistance module known as OnSite. I am one of many unhappy users, as I now have to pay an additional fee for remote assistance software. ...

Kayako helps our business in ways other HelpDesk Systems cant.

What do you like best? Kayako is an all encompassing product that works well and covers most of our helpdesk needs. The software is easy to configure and easy to use. We have also had no complaints or change requests from our customers using the portal which is always good when you are a software house. I have not found any other helpdesk package that covers our needs as well as Kayako. What do you dislike? 1. We need a user hierarchy. "Joe Smith" is a freelance tech who logs tickets on ...

Kayako has enhanced our communication with and accountability to our customers

What do you like best? Flexible hosting options (hosted/cloud-based or host it yourself, relatively low cost, and it is pretty customizable. It allows you to answer some questions before they are asked (via the Knowledgebase and doesn't require a lot of work to get started. It enables you to measure and track questions and issues or projects being worked on and completed and the basic timeline (if desired of that completion. What do you dislike? The search features are not as robust as ...

Kayako for

What do you like best? Extensible - fits most of our odd configuration and workflow needs. Kayako allows us to act as multiple support-centers in order to support multiple clients (organizations. Each client is provided with client-care that is customized to them (i.e. response templates, inbound email addresses, outbound response addresses. What do you dislike? UI could be updated a bit to something a bit more 'modern'. There is a lot of online 'help' that related to the older versions ...

Reviews on Kayako

What do you like best? The ability to have multiple Users with different access levels. What do you dislike? The time lag to update a Ticket is a constant annoyance, Recommendations to others considering the product Decide on which version you would like to use - a Download version hosted by your own server or an OnDemand online version hosted by Kayako. The Download version requires some work by your IT personnel but requires less funding. The OnDemand version can be had with a monthly ...