Kayako Features

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.

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.

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...

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

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.

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.

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.

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

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.

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.

Email queue functionality and the user interface.

It does not have much capability in reporting functionality.

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 . Easy update the tickets , replay , attach files . Users and department managing is

I was fetching a query to make csv or excel report exported for the tickets opened during last year for example , I made copy and past for all pages ! . I wonder if there is a way to export the list of critical tickets for example other than the way I used . Also , Manual Backup was removed from the tools . The monthly fees is high related to the dollar increasing .

it's flexibility , the option to insert macro's , the reports are really great and you can build any report you want

i don''t like the new pricing program, we were one of the first customer purchased this and when needed to renew support this year we were very surprised

The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.

There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting

It makes it easy for clients to come in contact with us. It is also great that they can leave an offline chat and we can get back to them after the weekend or when we are back in office the following day.

no cons about the software but its not cool to wait a week for a email from customer support that is less than helpful.

I'm not sure what version of Kayako I was using, but it wasn't good experience. General I liked only how the solve the problem with lead funnel and how them easly add to your data base.

General for me it was old style CRM platform, huge with millions of options. Too many buttons, option, and not useful futures. General, I liked to check mostly of main options and the possibility of every software with I'm currently using, but this is was a type like, after 3 months still you use 10 buttons and you don't know nothing about rest.

The tracking ability is fantastic. You will always be able to refer to a ticket and who the last agent was who handles it.

Reporting is a little complicated. Especially when you have to create your own report. I also feel that there should be some more training on how to use the special features when you sign up.

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

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

I like that we are able to integrate it into our workflow using the APIs. It is easy to use and helps us manage lots of support email and phone calls.

It has got more costly over the years, with a per-user-per-month license fee and support requires a separate support fee

It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which...

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The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content. Also using other type of email platforms has been a worry at times...

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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.

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. 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. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

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...

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Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. 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. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

There are a few issues I encountered as I worked on Kayako. 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. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

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

1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult. 2-I can say that Kayako is designed for too many clients for a limited number of services. If you have...

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The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

- Standard support tracking software not trying to "re-invent" how support should run. - Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point. - Ability to offer Email / Chat / Social support which are well integrated - KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom) - Ready to go if you are looking for a simple support system with a single team / person / level of support.

- The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing. - Live Chat messenger is limited in functionality - We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company. - Their support is passing the "buck" continuously and ends up closing issues which were not resolved. - features are promised to be delivered with ETA and are either not delivered or half-baked - full disclosure we are planning on migrating away within 3 months.

The software was ahead of its time when my company started using it in 2011. Easy to organize. Nice ticket merging. Accountability with being able to assign tickets to staff with notifications, etc. When the new version of Kayako came out there was a lot of confusion on merging, upgrading, and it never ended up happening for my business.

The utter lack of respect I was given as a long time customer was frustrating. I asked to get out of contract in the middle of a year long term for a partial refund. It took over 2 months to get a final 'no' answer. When the contract was up, it auto-renewed, even though I'd made it perfectly clear I had another system in place and no longer needed Kayako. I asked for a refund immediately and was told it wasn't possible. I had to do a chargeback on my card to get the refund, and THEN Kayako agreed to the refund. Why leave such a bad taste in my mouth as a long-time customer? It just makes no sense and pretty much guarantees I will NEVER be back.

Customer support are great, they're really helping and I'm getting a great service. They're answering tickets really quick as well.

1. Reports aren't that professional with the Classic Kayako, and the KQL is hard to understand, i believe that you have to make it a bit easier and user friendly. 2. I would like to upgrade to Cloud Kayako, but there is a missing feature which is highly important for me, the "Follow up" feature, this feature letting me create a trigger that will open my ticket after several minutes, this feature implanted only in the Classic Kayako. 3. From the moment you've changed your pricing method, it's a bit expensive.. and while having customers that would like to get reports (most important for them) Kayako Classic at least doesn't give the best value here, i don't know about Cloud Kayako.