Kayako Erfahrungen

Best software for internal and external email communication

Kommentare: 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.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Vorteile:

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 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. Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID. It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Nachteile:

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.

Expensive for small companies, and sometimes buggy, but a great customer experience

Kommentare: Generally great experience for the end user, but could use some occasional polish.

Vorteile:

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.

Nachteile:

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!

Don't bother

Kommentare: I will never go back. They are massively overpriced. Renewals are fraught with misleading comments and empty promises. Billing is often problematic. There are also core functions missing from their cloud product.

Vorteile:

We were long time Kayako users. In the past, support was responsive. For the classic version, ticketing functions were functional.

Nachteile:

Unfortunately, they were bought out by another company and have gone downhill. Support is often unable to assist with issues. Billing is frequently incorrect. The parent company is trying to move functions out of Kayako.

Good choice although there are some problems.

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

Vorteile:

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

Nachteile:

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 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. We couldn't integrate Kayako with our Self-Built project management and timesheet system. 5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version

Kayako - Feedback

Vorteile:

Easy to identify what we need to use to support customer

Nachteile:

Kayako most of the time is laggy and affects overall performance of our agents

ideal choice for online communication on everything in different Platforms

Kommentare: we have been using this software for more than a year, I have gained a lot in customers and experience in marketing

Vorteile:

this software really allowed me to develop communication and develop a good customer system within our organization. very easy to use

Nachteile:

I do not encounter any problem in the use of this software. But the price is high.the free version looks a bit different to me than the paid version

Kayako worked for us

Kommentare: We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Vorteile:

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Nachteile:

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Kyako has been a great business changer from our Previous Software

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Flexible and focused, built around fresh concepts and technologies.

Kommentare: We set up our help-desk website and our support ticket system in no time.
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.

Vorteile:

I love it's UX design that feels modern and easy to use. The conversation metaphore is very powerful and automation macros system is really neat.

Nachteile:

Software internationalization and available translations are poor. Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet. More than a year has passed since then. If you need to support multi-language for your users, check that required languages have full support.

Fairly robust software that will work for most organization

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

Vorteile:

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.

Nachteile:

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.

Review - Kayako

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Great application, the only one with the "Follow up" feature.

Kommentare: I don't get any benefits, It's just our ticketing system :)

Vorteile:

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

Nachteile:

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.

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

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

Vorteile:

The look and feel. the customization options and custom insights. Filtering and suspending messages options. Ability to send all the messages we want to our inbox and not the ones we don't want.

Nachteile:

Can't tab through and select "type, priority" etc. quickly without clicking (you could in the old Kayako). Can't forward or CC a message easily. Images and attachments not perfect. A little slow. I also can't figure out how to remove the "message sent from Kayako" signature. 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.

Excessive Charges For Existing Customers

Kommentare: 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.

Vorteile:

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

Nachteile:

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.

Kayako - It filled a need, but was replaced

Kommentare: Kayako served it's purpose for several years and did a good job overall.

Vorteile:

Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users.

Nachteile:

The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako.

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

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

Vorteile:

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.

Nachteile:

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

Can't Trust Kayako

Kommentare: 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.

Vorteile:

Self Hosted Helpdesk Feature Rich Software

Nachteile:

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

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

Vorteile:

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

Nachteile:

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

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

Vorteile:

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.

Nachteile:

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.

Easy to buy and easy to use

Vorteile:

We have really liked Kayako's ability to provide context. Unlike other solutions out there, Kayako gives us a complete view of every interaction a customer or prospect has had with our business. This includes interactions with agents as well as software we have integrated on our site (for example paypal). If a payment fails we know of it before a user gets in touch. And when they do we're ready with a solution. The Customer journeys and conversations feature is fantastic. Really puts customer and prospect interaction history at my teams fingertips.

Nachteile:

There are times my team is unavailable and during that time i feel a chatbot could really help direct users to resources. We are making do without it right now but i imagine such a feature would take things to the next level and make life easy for both our team and our customers.

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

Vorteile:

- 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

Nachteile:

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

easy to use, flexible

Kommentare: overview of support tickets, staffmembers and ongoing tasks at customers

Vorteile:

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

Nachteile:

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

Stable and easy to use software

Kommentare: Able to easily support clients with questions.

Vorteile:

Super stable, secure, trouble free. Reply via email is quick and convenient. Easy to ban users and manage staff.

Nachteile:

Some advanced settings can be hard to find. The change from perpetual to subscription based fees was not welcomed and significantly increased the cost of the software.

IT Admin instructed me use this, it works well

Kommentare: Able to track Sales and Support tickets easily!

Vorteile:

Easy to use I can view customer info easily I can leave detailed notes for my coworkers The flag feature is helpful for different tags

Nachteile:

A little unintuitive Sometimes is a little slow Crashes on occasion, and when it does other systems tend to fail too.

very good experience

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

Vorteile:

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

Nachteile:

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