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4.2
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Kayako

Kayako Verified Reviews & Ratings

London, United Kingdom
Kayako was created in 2001 by Varun Shoor to better provide effective customer service to his own customers over...
2001
Year Founded
100%
Recommend It
1
User Reviews
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We use Kayako on-premise for our…

We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.  

We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to.

We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions.

Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge.

The system itself can be glitchy with hard to pinpoint intermittent errors.

Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.

 

Pros: None.
Cons: None.
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Provider Overview

Kayako was created in 2001 by Varun Shoor to better provide effective customer service to his own customers over the web. In time, the solution became the product, and the development team grew. Today, Kayako remains a solution dedicated to providing a streamlined and intuitive customer service platform for businesses of all sizes and industries.

 

Kayako Pricing and Services

 

Intended Customers

Small to Midsize Businesses, Enterprises

Free Trial

14-Day Free Trial on Growth Plan

Features

  • Ticket Management
  • Multichannel Integration
  • Helpdesk Management
  • Customer Self-Service
  • Customer Relationship Management
  • Custom Reports
  • Security
  • Service & Support

All Available Plans & Services

Standard Growth Enterprise
Pricing
Billed Annually $20/month $40/month $90/month
Billed Monthly $24/month $49/month $109/month
Ticket Management
Ticket Merging Yes Yes Yes
Ticket Splitting No No No
Custom Fields & Tags Yes Yes Yes
Custom Views & Group Views Yes Yes Yes
Macros Yes Yes Yes
Email Notifications Yes Yes Yes
Ticket Notes Yes Yes Yes
Automatic Ticket Refresh No No No
Agent Collision Detection Yes Yes Yes
Assume Agent Identity No No No
Multichannel Integration
Email Integration Yes Yes Yes
Facebook Integration Yes Yes Yes
Twitter Integration Yes Yes Yes
Web Widget Yes Yes Yes
Mobile App Yes Yes Yes
Call Integration No No No
CTI Toolkit & Integrations No No No
Live Chat Yes Yes Yes
Helpdesk Management
Translated Agent Interface No No No
Light Agents Yes (3 Free) Yes (10 Free) Yes (20 Free)
Triggers Yes Yes Yes
Workflows Yes Yes Yes
SLA Management Yes Yes Yes
Multiple SLA Policies No Yes Yes
Game Mechanics No No No
Customer Self-Service
Knowledge Base Yes Yes Yes
Community Forums No No No
Language Packs Yes (30+ Languages) Yes (30+ Languages) Yes (30+ Languages)
Branded Support Centers Yes Yes Yes
Multiple Unique Support Centers No 2 Brands Unlimited Brands
Customer Relationship Management
Contacts & Ticket History Yes Yes Yes
Custom Tags & Fields Yes Yes Yes
Customer Satisfaction Ratings Yes Yes Yes
Machine Learning CSAT Prediction No No No
Reporting & Analytics
Overview Dashboard No No No
Agent & Group Performance Yes Yes Yes
Customer Analysis No No No
Industry Comparison No No No
Custom Reports No Yes Yes
Export Reports Yes Yes Yes
Add-Ons & Extensions
Marketplace No No No
Developer API Yes Yes Yes
Security
SSL Encryption Yes Yes Yes
Single Sign On Yes Yes Yes
Two-Factor Authentication Yes Yes Yes
Whitelisting Yes Yes Yes
Sandbox Test Environment No No No
HIPAA Compliance No No No
Disaster Recovery Yes Yes Yes
Service & Support
Knowledge Base Yes Yes Yes
Community Forums Yes Yes Yes
Email Support Yes Yes Yes
Phone Support No No Yes
Chat Support Yes Yes Yes
Onboarding No No Yes
Service Level Guarantee No No Yes
Custom Implementation No No No

 

Editor’s Bottom Line of Kayako

 

Kayako offers a visually-satisfying, organized user interface with plenty of ticketing options for customer service interactions over a multitude of channels. The most notable aspect of Kayako, on first use, is the level of immersion achieved by the integration of those channels into the ticketing ‘conversation’. Customers contacting you via tweets, emails, website live chat or by logging into your branded help center will have their messages – and in some cases, tracked behavior – organized into a timeline. The notion is to provide a contextual, continuous conversation per case until the issue is resolved. These conversations can include the support agents’ private notes in addition to the collaborators included with each plan.

It’s a very effective, familiar messenger-like interface. Each case has ticket properties on the right, which can be manually altered or automatically configured or updated through triggers and workflows. The support agent can send and save macros to respond to regular cases with pre-written templates. The internal messenger system, called Kayako Messenger, enables live conversations when your team is online and offline messages when they’re not; this works across devices, so agents can respond to customer issues, and vice versa, anytime, anywhere. It can be enabled on your help center and embedded in any other website with a bit of HTML code.

The ticketing options per case are not unlike what Kayako’s larger, better-known peers provide; however, the scope of Kayako’s features do not extend as far as those rivals. For example, Kayako doesn’t seem to support call or SMS integration, at least not out of the box. The agent interface seems to come in only one language (English), there are no built-in visual reports nor a performance overview dashboard, you aren’t able to build community forums and there’s no marketplace for add-ons or extensions to ensure compatibility with your existing business applications. (However, there’s a system called endpoints, which sends Kayako data directly to external systems, and users can specify what data is sent at which times. Data can be send via endpoint to email addresses, Slack, to the external API of any other piece of software.)

Of Kayako’s features that coincide with their larger rivals, Kayako holds its own with a very well-designed system and array of features that perform the platform’s essential purpose – helpdesk ticketing. The lack of call functionality limits its appeal for businesses that seek granular insights on the performance of their customer service department or simply the ability to call or text their customers. With a bit of technical know-how, users can overcome the lack of built-in reporting or third-party integrations, but this requires a bit more oversight and management than platforms that handle it for you.

For businesses willing to make the effort, or whose use case doesn’t require many integrations, phone calls or the need for reports, Kayako is an effective platform with a very natural, intuitive customer service interface. It’s among the least cluttered and most immersive ticketing platforms around – achieved as much through effective design as through a somewhat limited scope in features.

Screenshots
  • Kayako Ticketing Management
    Kayako Ticketing Management
  • Kayako Report Management
    Kayako Report Management
  • Kayako Messaging Dashboard
    Kayako Messaging Dashboard
  • Kayako User Management
    Kayako User Management

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