Kayako Features

Kayako

Unified customer service platform

3.99/5 (158 reviews)

Kayako Features In Depth

Understand the customer journey

Kayako allows you to visualize your customer’s journey, and unify all your customer’s interactions from different apps in one place. This includes page views, orders, shipping history, and Help Center searches.

This provides customer service agents the context they need to help deliver a better customer support experience. Agents can provide the right support at the right time in a proactive, tailored, personal, and frictionless way, whatever the channel.

Customer-facing support center

Kayako’s knowledgebase customer support center lets your clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it. Almost every page of this customer support center, ticket submission and live chat pages, including email templates, can be transformed by editing templates in the admin control panel.

There is also an active community around the Kayako customer service platform. Customers share tips, best practices and customizations. Dedicated Kayako solution providers pcovide training and integration services.

Enable team and agent collaboration

Kayako enables you agents to work better together in a number of ways. Any member of you support team can chime in on a customer conversation to get the issue solved quicker, fo example, if they have come across the same problem before. Your agents can also see if their colleague has already responded to or viewed a conversation, making sure you aren’t duplicating effort.

You can also automate conversation assignment across your team and trigger notifications based on conversation properties.

Increase customer engagement with live chat tools

Kayako’s live chat tool is equipped with real-time visitor monitoring and proactive engagement.

With live chat automations, Kayako can be set to flag up potential opportunities and other customers pulling away, allowing for a deeper connection between sales and support.

Kayako features a dedicated live chat desktop app – Kayako Desktop – that is built for tech support operators who manage multiple chats and incoming calls at a time.

If your company has remote support agents, they can take advantage of Kayako’s mobile live chat or use any IM app that supports Jabber, via Kayako Chat Gateway.

Competitor Feature Comparison

API
Access Controls/Permissions
Account Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Configuration Management
Content Management
Contract/License Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Decision Support
Discussions / Forums
Document Storage
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Problem Management
Project Management
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Catalog
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Integration
Widgets
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Account Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Configuration Management
Content Management
Contract/License Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Decision Support
Discussions / Forums
Document Storage
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Problem Management
Project Management
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Catalog
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Integration
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Account Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Configuration Management
Content Management
Contract/License Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Decision Support
Discussions / Forums
Document Storage
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Problem Management
Project Management
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Catalog
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Integration
Widgets
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


17 reviews

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


90 reviews

Kayako Feature Reviews

25 reviewers had the following to say about Kayako's features:

Glenn E.

it does what you want in an ok format

2018-06-19

Pros

Mobile access when needed, web based, built in helpdesk to carry all our articles for customers to review , online chat is useful.

Cons

Search, how contacts are added, you cannot see all call activity easily, feels like a collection of calls not a database.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
josh D.

Kyako has been a great business changer from our Previous Software

2018-06-13

It has been great to instantly chat with our customers, respond via tickets or emails in a matter of a few seconds.

Pros

What We love about Kayako is the chat engagements we can initiate with customers who visit our website.

Cons

Reporting of Chat engagements and possible integration with Google Analytics would be fantastic.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Mario V.

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

2018-06-20

Pros

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

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Nivas N.

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

2018-06-14

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

Pros

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 11-50 employees)

Kayako is a great platform, but needs to evolve on UI/UX and differentiate between chats & email

2018-06-15

Pros

- Great help center - one of the best - Good article search - Innovative customization in the messenger

Cons

- Not easy to set up integrations - Chats & emails are hard to differentiate between - User interface/user experience for agents & admins could use improvement

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Christian M.

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

2018-06-22

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Pros

It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets.

Cons

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mike D.

It's great, but we like to be as efficient as possible, which means tabbing through everything.

2018-06-14

Easy access to the emails we want, especially from Amazon.

Pros

The look and feel. the customization options and custom insights. Filtering and suspending messages options.

Cons

This should not be required since we pay for the product and it can be embarrassing when we're trying to send professional emails, so we opt out and use Outlook for those.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Amani I.

Kayako - Can be better!

2018-10-25

If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Pros

If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets.

Cons

Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Oggy S.

Great software for new start-ups. Easy to use with many functionalities at your disposal.

2017-10-03

Provided ticketing system for customer support.

Pros

The software is intuitive and allows for many functions to be used in different settings. Great tracking capability and is fairly inexpensive compared to most competitors.

Cons

Reporting may require some coding skills which may result in contacting customer support for assistance.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
henrik h.

easy to use, flexible

2018-04-18

overview of support tickets, staffmembers and ongoing tasks at customers

Pros

Ticket handling / email integration works smooth and simple

Cons

missing bits and pieces in API and datamodel.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Vandana S.

A service desk system that meets expectations

2019-05-03

Pros

It can easily integrate with Active directory. 3.

Cons

1. The UI is not intuitive 2.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Cairn E.

Great support platform.

2018-06-13

Pros

We like the ease of use, flexible and customisable reports. These are paramount for supporting our customers.

Cons

Also, the design interface is becoming a little dated for our clients.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Rodrigo C.

Support system missing a CRM

2018-06-14

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

Pros

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

Cons

API or link to CRM directly is really needed External add on works but with serious limitations.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Melissa P.

It has been a good experience except when it comes to renew licensing.

2018-06-18

Pros

Ease of use, features, email alerts, categories, issues identifications, ticket statuses, the notes sections are very important to us.

Cons

Pricing is high, didn't work well with Jira plugin and other plugins we wanted to integrate with Kayako.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Wayiel B.

We have been using kayako for 8+ years and it was a great experience for customer support portal .

2018-06-23

Pros

Kayako has a modern fast interface that will guide you what queries you want to know , and the fast response from the server , also its mobile application .

Cons

I wonder if there is a way to export the list of critical tickets for example other than the way I used .

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
JohnC_UK

Fully featured helpdesk and live support system

2014-02-05

We use Kayako mainly for ticket management within our organisation to support internal users, it was very important to use that our helpdesk software was able to link into our Active directory environment so we could link our users to the helpdesk.

Pros

Very robust ticket management, with automated responses, canned replies, knowledgebase, workflows, SLA management, advanced searching, filters and views, custom fields.

Cons

It is a little bit fiddly to get setup, as there is a wealth of options within the admin CP and its takes quite a lot of time to figure out where everything is.

Source: GetApp
0 of 1 people found this review helpful
Helpful?   Yes   No
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Graham J.

Features and functionality missing or not working

2018-06-21

Pros

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

Cons

Unable to attach documents to a ticket. Search facility doesn't work as expected.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Good choice although there are some problems.

2018-08-22

There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.

Pros

1- Beautiful user interface. 2- It Supports all activities in a helpdesk process. 3-14 days free trial 4-Good localization, so you can add your own translations to (just) on-premise version

Cons

If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately. 3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up. 4-Kayako integration and API's are limited.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Luis Miguel R.

Effortless customer service app

2020-01-03

Really great tool to improve professional communication!

Pros

. * Easy to organize emails into folders.

Cons

* Doesn't have enough color customization, it offers a great UI but doesn't have enough color/fonts customization. * More tutorials and documentation would be really good.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Olav S.

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

2018-06-26

Getting us closer to our customers and helping them solving their problems.

Pros

We like the new UI that came with classic 4.90 as it gives a modern look.

Cons

There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Mohamed M.

Splendid performance I've seen once we integrated kayako software with our platform.

2018-04-21

Visiting customers to our website can be seen once this implemented.

Pros

One click integration, easy to use, friendly UI, one interface to most of the platform such as (Facebook, Twitter)

Cons

If world changing customer experience CHATBOTS can be integrated with the package will be one of the best products in the market for sure.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Andres J.

Great partner for customer support

2018-08-22

Pros

Having tickets, knowledge base, assistants, escalation rules, custom templates and chats are very easy to setup.

Cons

If you need custom development or training you must hire third party companies.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Domenico T.

Flexible and focused, built around fresh concepts and technologies.

2018-06-22

Multiple channels support (email and in-app chat in our use case) and case merging feature helped us keeping our support backlog clean and readable.

Pros

I love it's UX design that feels modern and easy to use.

Cons

Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 10001+ employees)

Please be aware this is a review for an year-old version of Kayako

2019-03-05

In the end, we eventually moved to Intercom since it also let us integrate the helpdesk with our (at that time) brand-new mobile apps.

Pros

- Fast to load - Just enough features to handle customer support request via a ticketing system

Cons

- Cumbersome and ugly UI makes difficult to find what you're looking for if you don't know where to look - Lack of flexibility to manage tickets and assign them to the team - Some features missing

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anita S.

Best software for internal and external email communication

2018-12-07

I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.

Pros

Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket" Interface of kayako can be designed and created as per the user's requirement and preference.

Cons

Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more