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

Clunky Ticketing Service

What do you like best? Was not a fan of Kayako - the ticketing service was clunky and not user-friendly. What do you dislike? Had a plethora of issues regarding real-time updates, responses, and attachments. Recommendations to others considering the product Shop around for a better option What business problems are you solving with the product? What benefits have you realized? It was being utilized to answer service tickets from store locations and field staff.

Very Friendly customer support app

What do you like best? the app is user friendly and support is easy to get connected What do you dislike? no dislikes as the app works fine and is going good What business problems are you solving with the product? What benefits have you realized? customer service when we are offline

Good Software but needs a bit of improvement in the mobile apps

What do you like best? The easy way of embedding the chat, the FAQ section is super useful and the usability is pretty straight forward What do you dislike? Sometimes the mobile apps are not sending the correct notifications, so there are conversations not taken care of at the time of the user being there. Our business is based on customer service and that is a deal breaker for us. Recommendations to others considering the product Have in mind they started as a live chat, so they have a ...

Excellent UI, could be better thatn it is

What do you like best? I love the UI and functionality of the platform. I love the Apps it provides for iOS and Android, It make it easier for our team to provide support. Managing cases is very intuitive and easy, it keeps all conversations in place. Nothing ever gets lost. Love chat window is very responsive, it has a great design and though it lacks customization features for widget placement it still looks great. Automated responses makes it very easy to provide answers for ...

Overall positive experience after some initial issues

What do you like best? Push notifications on mobile for new support tickets, centralized support, very easy to use platform, easy on boarding process What do you dislike? No call tracking integration, initial issue with iOS push notifications that has been fixed What business problems are you solving with the product? What benefits have you realized? Faster response to customer tickets, no lost tickets, more organized.

Easy to use knowledgebase

What do you like best? I really appreciate how easy it was to set up the backbone of our knowledgebase. There was no coding required, article adding and editing was a breeze, and it took little to no effort to make it look good. What do you dislike? The support and live chat features are a little lacking. It would be nice if there was more ability to customize the live chat window and insert html more easily. Kayako could also do a better job of providing more advanced support for custom ...

Good support desk with a lot of potential but some annoying flaws.

What do you like best? The interface looks great and the usability is pretty good. Also it integrates really good in different channels (e.g. you see if somebody on Facebook saw your message etc.. What do you dislike? Severe bugs are not fixed fast enough (Twitter DMs not working for almost a month. Recommendations to others considering the product Try it out, the demo is pretty good and you can contact the support regarding any questions. What business problems are you solving with the ...

Solid, No-Frills Customer Support Suite

What do you like best? Kayako offers all of the fundamentals of a customer support channel as well as some awesome features. Custom domains, email forwarding, chat based support, knowledge base and help center, it's all there. Macros and rules make sorting and organizing workflows easy, and the collaborator seats are great for users who just need to be able to see customer cases. Some other systems have so many features it's overwhelming. For a small to medium sized business, Kayako is ...

Kayako has moved our business forward!

What do you like best? I love the ability for our team to collaborate so flawlessly on Kayako's newest platform! What do you dislike? After 3+ years of using Kayako, there is very little I dislike. I think the only piece I find a bit rough is building customized reports to help me provide insights to my business through our interaction with Kayako. What business problems are you solving with the product? What benefits have you realized? Collaboration is a big one. We have many remote ...

Excellent Help Desk Software

What do you like best? Easy to use compared to many softwares I tried in the past. What do you dislike? Nothing I found I dislike with the software thus far. What business problems are you solving with the product? What benefits have you realized? We solve our customers technical issues. It helps me keep track of my customers open tickets.