Kayako Customer Reviews 2025 | SoftwareReviews

Kayako

Composite Score

7.4 /10

CX Score

7.4 /10

24 Reviews Write a Review

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What is Kayako?

Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.

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Kayako Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kayako.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

79 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+78 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Kayako?

10% Negative

7% Neutral

83% Positive

Pros

Reliable
Enables Productivity
Performance Enhancing
Respectful

Feature Ratings

Average 77

Agent Collaboration

Contact Center Integration

Intelligent Search

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Customer Self Service Capabilities

Customer Community Management

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Average 76

Business Value Created

Ease of Implementation

Ease of Customization

Quality of Features

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Kayako Reviews

Role: Information Technology
Industry: Media
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Apr 2023

a support helpdesk software that I can trust

Likeliness to Recommend

8 /10

Pros

Reliable
Enables Productivity
Trustworthy
Effective Service

Ellie B.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Kayako is a one-stop solution for help desk issue.

Likeliness to Recommend

9 /10

What differentiates Kayako from other similar products?

Kayako provides all the required tools for the ticket managing process. It permits the simple creation of recent tickets from a chat and intensifies and de-escalates between totally different levels of support. It’s the foremost important part of support when your users have complicated cases that you need to solve in a matter of time. I want also to mention Kayako support which is always ready to assist you with any question that you have.

What is your favorite aspect of this product?

The benefit of choosing tickets and answering them is straightforward, the interface permits a constant flow of excellent work and high maneuverability, the filtering functions are also excellent and you can select the issues that you simply know how to solve faster. Kayako manages the ticket system well with tons of editing and customization. The color coding is one of the strongest features, as alternative ticket systems I’ve used, don’t have this feature.

What do you dislike most about this product?

The continual updates and enhancements in a system are continually necessary for the improvement of the system however in Kayako this is often not the case, there has been laziness on the part of the development team.

What recommendations would you give to someone considering this product?

The feature I liked the foremost is its interface is extremely friendly. The dashboard (home screen) provides me with handy info all in one place like my tickets, unassigned tickets, and owed tickets. It additionally provides me with information regarding the tickets category-wise which is very helpful. I would recommend it.

Pros

Reliable
Performance Enhancing
Trustworthy
Inspires Innovation

Role: C-Level
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted May 2022

Decent but not quite as good as other solutions

Likeliness to Recommend

6 /10

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Cons

Commodity Features
Less Caring
Wastes Time

Kayako

What is Kayako?

Company Details

Book a Free Demo Today!

Awards & Recognition

Kayako Ratings

82 Likeliness to Recommend

79 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+78 Net Emotional Footprint

How much do users love Kayako?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Community Management Creation and management of branded and focussed user communities.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Kayako Reviews

a support helpdesk software that I can trust

Likeliness to Recommend

Pros

Ellie B.

Kayako is a one-stop solution for help desk issue.

Likeliness to Recommend

Pros

Decent but not quite as good as other solutions

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Agent Collaboration

Contact Center Integration

Intelligent Search

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Customer Self Service Capabilities

Customer Community Management

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Ease of Customization

Quality of Features

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support