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What is Kayako?

"Kayako is a help desk software that places all a user's support channels in a single location. It is provided either as a SaaS or on-premise."

With Kayako users can expand their helpdesk across different channels, including live chat, web, email, tickets, phone and self-service support.
Likewise, they can get insights from their customer support engagements to identify market patterns, buying behaviors, and bottlenecks in the service work flows. It automates helpdesk to manage repetitive queries so agents can focus on more important or urgent tasks. With Kayako agents can also sort, organize, and route emails faster and accurately.
Kayako stands out as one of the only solutions that actually integrates email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virtual help desk.

Kayako scored 85/100 in the Support & Helpdesk category. This is based on user satisfaction (78/100), press buzz (52/100), and other relevant information on Kayako gathered from around the web.

The score for this software has declined over the past month. What is this?

Kayako Awards

Kayako Customer Service Software Award 2020 Kayako Support & Helpdesk Software Award 2017 Kayako Quality Choice Badge 2020 Kayako Trusted Vendor Badge 2020
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Support & Helpdesk Market Radar

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Kayako Product Overview

  • Multiple Help Desk Reports: Kayako comes with 100 help desk report templates, varying from peripheral overviews to in-depth analyses.

  • Manage and Track Customer Support Tickets: If a ticket goes overdue, Kayako can automatically escalate that ticket: change its priority, assigning it to someone or triggering notifications.

  • Increase Customer Engagement with Live Chat Tools: Kayako's live chat tool is equipped with real-time visitor monitoring and proactive engagement.

  • Intuitive Agent Control Panel: Navigation is organized by channel. Customizable color coding is used to draw attention to tickets that are overdue.

  • Customer-facing Support Center: It lets user's clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it.

  • Custom Fields and Customization: This customer support app can be tailored to user's specific workflow, with custom ticket statuses, types and priorities.

Languages: English

Support & Helpdesk Software Buyer Guide 2020

Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in May 2020.

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...


Kayako Features

  • 2-Factor Authentication
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Task Scheduling/Tracking
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Sales Automation

Kayako Pricing Plans

Other pricing information:

Case: $24 agent p/mo (billed annually), or $29 (billed monthly).
Fusion: $39 agent p/mo (billed annually), or $49 (billed monthly).
Engage: $24 agent p/mo (billed annually), or $29 (billed monthly).
Free trial: 30 days.

Credit card required: No

Kayako FAQs

Who are the main user groups of Kayako?

Kayako focuses mainly on medium to large-size corporations.

What is Kayako generally used for?

It is used as a help desk app.

What platforms does Kayako support?

Platforms supported: Linux, Mac, Windows, Android, iPhone-iPad, Windows Phone, BlackBerry 10.

Does Kayako integrate with any other apps?

It integrates with: Mailchimp, Basecamp, Freshbooks, Drupal, Magento , Salesforce Sales Cloud, Joomla, Wordpress, SugarCRM

Does Kayako offer an API?

Kayako offers REST API.

Does Kayako offer multi-user capability (e.g. teams)?

It doesn't offer multi user capability.

Does Kayako offer guides, tutorials and or customer support?

They offer: email, phone support, and helpdesk.

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Kayako User Reviews

Average User Rating:
3.91/5 based on 291 user ratings.
Your Rating:
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"Kayako has changed my company!"

What do you like about Kayako?

I would like to give you a short list about this exciting program.
1) Kayako is very easy to learn and use!
2) Kayako has the ability to unify their conversations by email, live conversations, and social networks in an organized place and helps clients establish a communication quickly.
3) Offers personal conversations with modern messages in real time.

What else could I add to this list? I think Kayayo is excellent software that is worth trying.

What do you dislike about Kayako?

In my personal opinion, I think that Kayayo does not have negative things, except some, like improving the appearance in the graphics and getting better details of them. Also Kayako should improve the price of licenses, because they are too expensive

What have you been using it for and what problems did Kayako solve?

Kayako has helped my company a lot, since it has allowed us to maintain a better communication with our customers, besides kayako allows our clients to be calm and trust us. On the other hand Kayayo has helped increase the profits of our company.

Ease of use
Value for money
Customer service
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