Kayako

Uniform klantenservice-platform

Totaalscore

4,0 /5
(166)
Prijs-kwaliteitverhouding
3,8/5
Functies
3,9/5
Gebruiksgemak
3,9/5
Klantenondersteuning
3,9/5

77%
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166 reviews

Brandon
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

We have used kayako for years now. It's very valuable to our day-to-day operations.

Beoordeeld op 22/6/2018

Very easy to use. Helps us track hundreds of email tickets daily.

Pluspunten

It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.

Minpunten

I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.

Olav
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

it works but required a lot of enhancements to make it work proper for us

Beoordeeld op 26/6/2018

Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.

Btw. Industry selection is missing Enterprise software or similar.

Pluspunten

As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

Minpunten

In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.

amy
Totaalscore
  • Sector: Evenementenbureaus
  • Bedrijfsgrootte: 2-10 werknemers
  • Wekelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

600% Price Increase Out of Nowhere

Beoordeeld op 18/2/2021

Pluspunten

I have used kayako as a knowledge base for my software. I have integrated pages into my software and spent development dollars in doing so, and written hundreds of articles for the knowledge base. A few days ago I received an email from kayako requesting that I contact them about my renewal. When I did, they informed me they would be increasing their pricing by 600% for this year, and an additional 25% each year thereafter. I was shocked, and asked for clarification, explaining that I am a small company that is in the events industry - I have been shut down due to events being shut down because of the pandemic. Even in normal circumstances, I wouldn't be able to afford that ridiculous price increase. They informed me they would be cancelling my service. I have spent hundreds of hours creating these knowledge base articles, thinking I would be using these for years to come - now I have to spend development dollars to integrate a new knowledge base into my software, and re-do all of the articles on a new platform. Very dishonest business practices - untrustworthy services - and costing the client time and money.

Minpunten

Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money.

Hannah
Totaalscore
  • Sector: Bankwezen
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 7.0 /10

Kayako From a Customer Service Perspective

Beoordeeld op 15/10/2019

Pluspunten

It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion. Also, Kayako shows in real-time who is looking at a ticket, thus it made it easy for Customer Service as we could see if someone was already working on that ticket. One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when. Thus, from a documentation standpoint, if someone was claiming to have never received an email, we were able to show that they had in fact opened the email.

Minpunten

There were few reporting tools and there was no way to set follow-up tasks. We relied on setting reminders on another system like our Google calendar. Also, Kayako was getting quite expensive, which was one of the big factors in our company switching to a different ticketing system.

Geverifieerde reviewer
Totaalscore
  • Sector: Hoger onderwijs
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 7.0 /10

Recent price changes made it too expensive for us

Beoordeeld op 29/6/2018

We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.

Pluspunten

Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

Minpunten

Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent.
We could never get the knowledgebase to work the way we wanted.
Sometimes it is not clear who is getting copied on any specific ticket reply.

Rodrigo
Totaalscore
  • Sector: Computersoftware
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Support system missing a CRM

Beoordeeld op 14/6/2018

We had Zendesk before but Kayako is a really serious support ticket system
I wish the price were better

Pluspunten

Easy to use, depending on your license is very customizable.
Once the ticket is created adding notes, screenshots and files is really simple and fast

Minpunten

API or link to CRM directly is really needed
External add on works but with serious limitations.
Old kayako had a voip system to do phone calls

Daniel
Totaalscore
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

We've used Kayako for years and it's been great!

Beoordeeld op 7/11/2017

Great product. Great Support.

Pluspunten

Simple, Easy to Use, Customisable and Good Support. We've used this software for over 6 years now and it's never let us down.

Minpunten

Some areas could use updating but they're not broken, just need some improvement :) Also the recent pricing increase was expected but of course paying more for something is always a dislike :)

Geverifieerde reviewer
Totaalscore
  • Sector: Bankwezen
  • Bedrijfsgrootte: 51-200 werknemers
  • Wekelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 6.0 /10

Fairly robust software that will work for most organization

Beoordeeld op 14/5/2018

This has allowed us to track and monitor our incidents and support issues pretty easily and has streamlined some of our processes.

Pluspunten

This software is fairly simple to use and can handle quite a bit of data. There is a lot of customization that can be done which makes the software quite flexible. The audit log feature is very simple to use and provides all status entries and updates in one easy to access location.

Minpunten

This can be unstable at time but the fixes are always quick and easy to accomplish. The automated routing is lacking and I with there were more options for ticket generations and closures. The classic interface can be hard to navigate.

Geverifieerde reviewer
Totaalscore
  • Sector: Financiële dienstverlening
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

Very good experience

Beoordeeld op 26/6/2018

Pluspunten

Value for money, we've been using Kayako for years now and it works perfect with high volume of mails.

Minpunten

Keeping the software up to date, it takes us time to upgrade and go offline for a few moments. But that's also on us, cause we host it ourselves.

Geverifieerde reviewer
Totaalscore
  • Sector: Hoger onderwijs
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Fairly good help-desk system

Beoordeeld op 19/12/2018

Pluspunten

It is fairly easy to navigate through this software and sort through tickets. The custom views that you can create allow you to be able to chose what information on the tickets will appear in your ticket queue. Also the built in knowledge base is a helpful tool.

Minpunten

My only complaint is that there is not a feature to enter and keep track of inventory like other help-desk systems.

Geverifieerde reviewer
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Longtime User

Beoordeeld op 24/11/2018

Excellent support system, Kayako assists us with providing great online help desk support via ticket logs and live chat to our clients.

Pluspunten

I like how effective Kayako's support team is. They reply in a timely manner to help fix the issues at hand. I also enjoy how easy it is to use, and allows for employees to stay on top of logged faults, tasks and other items within the system while providing detailed updates to keep the customers in the loop. Kayako has been our main helpdesk software for the past 7 years.

Minpunten

There is not too much I don't like about Kayako, I believe their live chat incorporation to websites could use some work. It would also be perfect if they can link it to CRM as we currently have to use these separately.

Zane
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

Excessive Charges For Existing Customers

Beoordeeld op 15/10/2017

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.

Pluspunten

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Minpunten

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 updates are not available. Kayako has many bugs which are resolved with the upgrades.

Ernest
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

so far great. good response time. Love the new installed version of Kayako. It's so much...

Beoordeeld op 17/4/2018

Pluspunten

the speed increase and the stability even though we have 100's of thousands of tickets.
I'm assuming you're using more AJAX to load content which helped to improve the speed.
I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service.
Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.

Minpunten

somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.

Nivas
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Kayako service desk tool is one of the best service desk which am using since 2 years in...

Beoordeeld op 14/6/2018

Meeting SLA's in service delivery
MIS reports
Email to incidence with unique identity number
Tickets History

Pluspunten

User friendly and easy to access the reports and MIS using Kayako tool
Incidence reviews and history gathering is very useful
comparing any other current tools like freshdesk,everest .. etc, this is the best and cost effective tool.

Minpunten

queries that needs to be written to get any customized report in the tool
Duplication of incidence where it doesnt consider FW/RE in email to incidence case
incidence reopen

Kevin
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 1.0 /10

Can't Trust Kayako

Beoordeeld op 21/4/2019

Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self Hosted) and started pushing existing customers to pay for an annual support/upgrade renewal only later to jack up the prices the following year and disabling our perpetual license. Don't trust this company and their tactics. We purchased a perpetual license we can no longer access or use anymore.

Pluspunten

Self Hosted Helpdesk
Feature Rich Software

Minpunten

Kayako constantly changes their product offering without offering their customers much of a choice.

Mario
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

Compared to other helpdesk, this tool has become outdated and is not user friendly

Beoordeeld op 20/6/2018

Pluspunten

The Kayako helpdesk is very helpfull
Various options to customize your ticket fields
Easy users permissions/role management

Minpunten

UX is bad
Ticket search options have some annoying restrictions
Kayako doesn't have many options to link to other systems
Reports seems at first fine but when trying to do more fancy stuff the KQL language proves to be very limited
Kayako can 't be compared to other systems like the Atlassian HelpDesk tool

Hamzah
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Great product for any company looking to up its customer service and support game

Beoordeeld op 18/6/2018

Pluspunten

Multi-channel support, live chat, time tracking (makes support we provide over live chat easy to track and easy to bill), shared inbox and FREE collaborators in the growth plan make supporting customers simple and effective.

Minpunten

It would have been great if Kayako was also built for sales and lead gen. Currently our support team gets more value out of the product.

Graham
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

Features and functionality missing or not working

Beoordeeld op 21/6/2018

Pluspunten

When I have time to contact their support they have been very helpful unfortunately I do not have time to perform their software testing.

Minpunten

Unable to attach documents to a ticket.
Search facility doesn't work as expected.
Need knowledge of sql to run a report.
If you forget to type the 'to' email address and hit send you are not notified and lose the text that you typed.

Johnny
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

I used Kayako every day for years. It was really easy to figure out how to use it.

Beoordeeld op 17/10/2017

Pluspunten

- Easy to navigate
- The interface is very intuitive
- 1,000,000,000x Better than our previous ticketing software
- Easy to reassign tickets to other staff
- Easy to leave detailed notes on tickets

Minpunten

- Macros didn't always work
- Ugly colors
- Forgot Password option didn't always work
- Sometimes people who responded to tickets were HUGE bad

henrik
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

easy to use, flexible

Beoordeeld op 18/4/2018

overview of support tickets, staffmembers and ongoing tasks at customers

Pluspunten

installation On premiss.
lightning fast ticket handling for staff members and servicedesk.
Ticket handling / email integration works smooth and simple

Minpunten

missing bits and pieces in API and datamodel.
integration of the custom fields created on Ticket / timetrack/Billing

Geverifieerde reviewer
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 1.0 /10

Zero new features in last 2 years. Deceptive billing. Avoid.

Beoordeeld op 7/3/2020

When we wanted to cancel and downgraded through their admin portal to smaller number number of users. They billed us for the OLD number of users (thousands of dollar) and then refused to reimburse us. Deceptive, bad business. DO NOT RECOMMEND.

Pluspunten

Software is basic, has basic helpdesk. The basic helpdesk worked for us for some time, chat worked for us for some time, but literally did not keep up.

Minpunten

The software has not kept up with the rest of the market. Zero product innovation in the last 1-2 years.

Owen
Totaalscore
  • Sector: Hoger onderwijs
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

Kayako has made our jobs far easier and our service users so much more satisfied.

Beoordeeld op 19/6/2018

Pluspunten

Being able to manage incoming emails as tasks that can be assigned to people and then easily marked as complete when done has allowed us to work faster and more efficiently.

Minpunten

Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.

Geverifieerde reviewer
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Kayako Review

Beoordeeld op 28/11/2018

Overall, Kayako works fairly well. I use it daily in my IT role to support our organizations users and to manage tickets.

Pluspunten

Kayako is an efficient ticket management system and it's affordable.

Minpunten

Occasionally there will be issues when creating tickets or adding attachments and multiple attempts will need to be made.

Geverifieerde reviewer
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

very good experience

Beoordeeld op 18/6/2018

we use this in our daily support of about 700 users.

Pluspunten

good features, good support, meets our needs. has been very reliable for our needs. support and product road map are favorable.

Minpunten

has not been updated recently. mobile app; wish it integrated with our CRM, can't send macros via mobile APP

Denise
Totaalscore
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

Great Product

Beoordeeld op 18/4/2018

Pluspunten

I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder.

Minpunten

In some cases the filter is limited in such a sense that "not equal" terms need to be used to create meangful filter structures.