Kayako - Avis

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172 avis

- Secteur d'activité : Enseignement supérieur
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
Kayako has made our jobs far easier and our service users so much more satisfied.
Publié le 2018-06-19
Avantages
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.
Inconvénients
Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.

- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
Easy to configure and use
Publié le 2018-04-17
Avantages
Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.
Inconvénients
Reporting could be a little more robust, and being able to select defaults for tickets is a much needed improvement we're still waiting for
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Software is buggy, support is not keeping up with requests. India-based support.
Publié le 2018-06-21
Avantages
- 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.
Inconvénients
- 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.

- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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Provenance de l'avis
Note globale
- Simplicité d’utilisation
- Probabilité de recommander le produit 8.0 /10
Kayako Review
Publié le 2019-08-04
I have been using it for support purposes of the software that I and my team were developing. It is...
I have been using it for support purposes of the software that I and my team were developing. It is cool and we organized our tickets very easily. Everything was organized by departments and everyone could see his or her own tickets. I think it is a cool tool for supporting purposes.
Avantages
1. There is Live Chat - you can chat with your clients any time you want and keep in touch for any kind of problems they have.
2. You can easily manage your tickets.
3. You can organize your tickets to come to different departures.
4. You have a history log of all your tickets and communications on them.
5. The app is cool for its price.
Inconvénients
For my purposes, I have no cons to say about this software. I feel good to use it and there were no problems for me.

- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Customer support is great if you like chatting but for my preference, speaking to someone does...
Publié le 2018-06-19
All IT related issues are centralized in one place.
All IT related issues are centralized in one place.
Avantages
Once you get to use the software, its easy to manage. One feature I like, we are able to use LDAP to authenticate users. Makes registering users a breeze. Users have one less password to worry about when logging in.
Inconvénients
Some of their features are not cut and dry and their instructions need a bit of clarity. Sometimes requires call but for the most part its detailed

- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Excellent customer service
Publié le 2018-04-10
Easy to install and maintain, this is truly easy to use.
Easy to install and maintain, this is truly easy to use.
Avantages
The embedded live chat looks great and very easy to use because visitors click the chat icon, start a chat, and are immediately prompted.
Inconvénients
Sometimes attaching a file can be difficult, and receiving email attachments yet limit for sizes 10 Mb or lower.

- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Kayako is easy to use;I like the features and the price is reasonable. The Support is useful...
Publié le 2018-06-19
Control of the conversations with my costumers, insights of what they need (What kind of doubts...
Control of the conversations with my costumers, insights of what they need (What kind of doubts they have), a nice support that helps me with the configuration, a beautiful landpage for my articles.
Avantages
The design is very nice, compared to other softwares; facility to make changes at the pages (the support helps a lot) and price.
Inconvénients
Some features are not available yet (I have made some suggestions for the support team) and it doesn't have support in my language.

- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant Version d’essai gratuite
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Probabilité de recommander le produit 7.0 /10
The review
Publié le 2019-08-22
Kayako's goal seems to be ambiguous, but with this UI, it's a long way to go.
Kayako's goal seems to be ambiguous, but with this UI, it's a long way to go.
Avantages
It's easy to see that Kayako has put the focus to the customers. It's really easy to track your customers route to you and help them with all the background information.
Inconvénients
The user interface looks just plain bad. Chat and knowledge base tools are also mediocre. None of the features can be considered exceptional.

- Secteur d'activité : Services d'information
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé Autre pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Probabilité de recommander le produit 5.0 /10
Good helpdesk tool until they stopped offering the free plan
Publié le 2019-03-27
Avantages
Very elegant and well-produced helpdesk app. I was in the middle of switching over to Kayako until they stopped offering the free plan, so had to scrap the migration.
Inconvénients
No more free plan. I was using Freshdesk and liked Kayako better and was starting to migrate my own and clients over to Kayako until they scrapped the free plan, so stayed with Freshdesk.

- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Excellent!
Publié le 2018-06-19
Avantages
Great, super versatile software.
Customer support is friendly and efficient - really impressed with how thorough they are at resolving questions, and open to suggestions
Inconvénients
Nothing comes to mind immediately.
I like that the software is very customisable and efficient.
One minor support issue we had was with Kayako sending out a user registration email when hooked up to another platform via Zapier but support were very helpful in this
- Secteur d'activité : Banque
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Review - Kayako
Publié le 2022-08-27
It is an excellent software for managing tickets and customer support. It has great features and...
It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.
Avantages
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 means an overdue ticket requires you immediate attention. Further I can make Marcos, which helps me to use standard answers without writing the whole message again and again. It has provided to manage and generate customer reports as per your need, which is quite a good feature. It allows to make different sections and sub section which helps for better management of your tickets. Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help the community. Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly.
Inconvénients
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.
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Long Time Customer - Very Dissappointing Final Experiences
Publié le 2018-06-18
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Événementiel
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
600% Price Increase Out of Nowhere
Publié le 2021-02-18
Avantages
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.
Inconvénients
Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money.
- Secteur d'activité : Matériaux de construction
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Kayako rocks
Publié le 2021-12-09
Awesome
Love it!
Awesome
Love it!
Avantages
Ease of use and consistency, quality cost effective
Inconvénients
Nothing really, just the spam. Too many spam sometimes but you'll learn to cl;ean it up
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 6.0 /10
Kayako is either very helpful or very unhelpful
Publié le 2017-10-06
I was able to perform my job.
I was able to perform my job.
Avantages
The interface has not changed in a very long time. For a quick open/close ticketing system it works great. It is very easy for a person to just start using it with about a 15 minute explanation.
Inconvénients
The software hasn't changed in a long time. It looks very dated. The functionality is very much lacking. There are bugs that are unresolved. Things can get very lost very easily. There are some easy features that can be added that would enhance the software a lot.
- Secteur d'activité : Banque
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Kayako From a Customer Service Perspective
Publié le 2019-10-15
Avantages
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.
Inconvénients
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.

- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 6.0 /10
Not very confident with the product development. Features not perfect, same bugs might...
Publié le 2018-06-25
Avantages
UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.
Inconvénients
SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.
- Secteur d'activité : Santé, bien-être et fitness
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Ideal for new company
Publié le 2021-08-23
Very helpful to start-up business as it provides total help desk and customer support in a more...
Very helpful to start-up business as it provides total help desk and customer support in a more efficient manner. The product is recommended to all types of business especially the starting ones
Avantages
An application where can make your life easy as they provide quality help desk solutions to the business.
Inconvénients
The application is a little bit pricy compared to other help desk solution provider
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Like it, but needs a few more features
Publié le 2018-06-14
we upgraded from an older version and were able to retain old data.
we upgraded from an older version and were able to retain old data.
Avantages
live chat function is really helpful. easy to keep track of all customers questions and responses. I like the merge function. it really helps to condense multiple tickets when a customer keeps sending requests on the same topic without replying back to the original email response.
Inconvénients
has a few bugs that keep it from being the best ticket system.
there is no option to delete or remove notes.
there is no option to EDIT notes. that is seriously needed as an upgrade.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
A Fairly Good Alternative to ZenDesk
Publié le 2018-12-26
Avantages
Kayako allows basic management of support cases, predefined responses, ticket categories, and other basic facets of customer support management software. Kayako competes with Zendesk, a much larger product with a larger adoption, but it holds up fairly well in a comparison with it's more prevalent rival. I've used both, and I've never been seriously limited in terms of handling a steady (or spiked and unpredictable) influx of customer support inquiries.
Inconvénients
I can't point out anything inherently wrong with Kayako, but I'd question why someone would choose it over Zendesk, especially given the amount of service reps who are already intimately familiar with it's more popular competitor.
- Secteur d'activité : Enseignement supérieur
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Recent price changes made it too expensive for us
Publié le 2018-06-29
We have our helpdesk using this every day. We get very few user complaints about the ticket system...
We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.
Avantages
Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.
Inconvénients
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.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 1.0 /10
Can't Trust Kayako
Publié le 2019-04-21
Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self...
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.
Avantages
Self Hosted Helpdesk
Feature Rich Software
Inconvénients
Kayako constantly changes their product offering without offering their customers much of a choice.
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Kyako has been a great business changer from our Previous Software
Publié le 2018-06-13
With this software, we were no longer jumping back and forth dealing with different programs to...
With this software, we were no longer jumping back and forth dealing with different programs to respond to our customers. It has been great to instantly chat with our customers, respond via tickets or emails in a matter of a few seconds.
Avantages
What We love about Kayako is the chat engagements we can initiate with customers who visit our website. With the help center, customers can view our help center articles, submit tickets or reach out to us via chat. The functionality of Kayako keeps us organized and able to respond to our customers in a timely manner.
Inconvénients
A couple of things need improvement but not so much as a con. The reporting aspects of the software could be a little bit simplified. Reporting of Chat engagements and possible integration with Google Analytics would be fantastic.
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
so far great. good response time. Love the new installed version of Kayako. It's so much...
Publié le 2018-04-17
Avantages
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.
Inconvénients
somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d’utilisation
- Support client
I have used many Service desk systems but Kayako is the best of all
Publié le 2018-06-14
Avantages
1. Multi department integration & queues in one interface
2. Easy SQL to generate possibly any report you want
3. Full Active directory integration
4. Best of Customer service i know of.
5. The support team knows what they are talking about. The resolution to any of my issues resolve in less then 20 min
6. Staff automatically know what to do
7. Knowledge base is very helpful
Inconvénients
1. Searching is a big pain ( Good luck searching with tags )
2. Online support require ugly desktop software