Kayako Reviews in July 2026: User Ratings, Pros & Cons

Some nice features in Classic edition but customer service is poor

What do you like best? There offerings are on-par with other companies offering similar products. They offer a pre-chat survey and customizable templates for public-facing UI. What do you dislike? Our account was set to auto-renew even when we had asked to cancel. The billing management area does not offer customers a means to turn-off auto-renew or cancel billing. There is no advanced notice of upcoming auto-renew. That is a feature offered by the other vendors we use including ...

Ticketing system that gets the job done

What do you like best? Tickets are automatically created and assigned to various departments very easily, great for huge amounts of customer queries / staff tasks What do you dislike? Often a customer will reply and this will create a duplicate ticket which means you have to merge a lot of things. Emails from customers are stripped of all formatting so if they specifically format an email in some way - we can't see that What business problems are you solving with the product? What ...

best economic support software

What do you like best? the live chat feature is very feasible, they also provides mobile app to support the live chat, so we can login from anywhere even on the road. In the case that no one is on duty, customer can leave a message and that message also becomes an email that sent to [email protected] to create a new ticket there. What do you dislike? The most I do dislike is the lacking of format choices for the ticket response in their UI. Everything is plain text, so most of us chose ...

Kayako is the stanrdard

What do you like best? It's an easy to use SaaS with powerful reporting that I haven't even touched the beginning of. What do you dislike? Notifications. I see when people log in all of the time, but this is my fault for not changing my preferences. What business problems are you solving with the product? What benefits have you realized? No DIY. Everyone has tried DIY help desk products, but Kayako seems to have what most organizations need to managed support requests.

good support system

What do you like best? It can manage multiple cases from the same customer and find the related topic very easily. It can add customized fields to follow our special work flow. What do you dislike? The email fetching has size limitation. The large email may freeze screen. Recommendations to others considering the product It's pretty easy to use. What business problems are you solving with the product? What benefits have you realized? Customer case management.

Very Helpful

What do you like best? It is very easy to assign , close, and create auto responses. What do you dislike? I wish that in the app that when a help ticket comes in, a number would appear just like when you have text messages. That way you don't have to constantly open the app to see if you need to respond to a ticket. What business problems are you solving with the product? What benefits have you realized? We run online courses for high schools around the state. We need a central area for ...

Unable To Upgrade - Licensing Charges Extremely High

What do you like best? The ticketing system works well and has many features that are required for a company wanting to use this software for customer service via email and phone. What do you dislike? Expensive upgrade charges for software. Kayako charge existing customers high support and upgrade fees. What business problems are you solving with the product? What benefits have you realized? This software solves the requirements for satisfying customer service enquireies via email.

Avoid! Bad Customer Service - Horrible Company

I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software ...

Easy to use

What do you like best? Easy to use and a complete solution for support tickets, chat integration and internalization are very good What do you dislike? Installation procedure is very difficult and the installation requirement are not easy Recommendations to others considering the product Read the documentation What business problems are you solving with the product? What benefits have you realized? Support tickets and technical support for customers using knowledge base

How does Kayako look like from a small company's leader point of view?

What do you like best? Flexibility; Simple user interfaces; Quick helpdesk reaction; What do you dislike? Users' suggestions are not built into the next releses. (Or the process is very slow... The price/staff user price increased a lot. What business problems are you solving with the product? What benefits have you realized? Easy implementation at a new partner. We manage not only helpdesk services but implementation projects in Kayako as well.