Kayako Erfahrungen

Support makes the difference when comparing this to other competitors

Kommentare: Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

Vorteile:

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.

Nachteile:

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.

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

The overall experience was ok. It gets the job done. But through the years we ran into some issues.

Vorteile:

It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.

Nachteile:

Kayako feels out-dated all along. After two years of the 7.0 php release it still is not even fully compatible with any php 7.x release and up to today relies on the out-dated php 5.x versions. There are many other issues like the HTML-Mailparsing which have not been fixed completely in years now. Also we know Outlook 20xx do not create great HTML-mails still a lot of customers are using it and it is one the most spread applications in companies. But still the emails are not parsed correctly through Kayako. This should definitely have more priority. The forum is full of long threads and requests about this topic. Many people were upset, because resources were spent on creating a new webinterface instead of fixing basic functionality. Maybe customers should be involved in creating the roadmap for the product or at least help prioritizing issues.

Powerful System, Steep Learning Curve

Kommentare: Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Vorteile:

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Nachteile:

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

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

Long Time Customer - Very Dissappointing Final Experiences

Vorteile:

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.

Nachteile:

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.

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

Kommentare: I used Kayako A LOT on a previous position for all our customers and clients communications and to manage ticket assignment to my team (later, we switched to Intercom).
While it served its purpose at the time, for a team of about thirteen support engineers, we never feel comfortable with it. It was plagued of usability issues and it wasn't strange to hear a comply - and even some cursing - upon its lack of functionality and flexibility. 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.

Vorteile:

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

Nachteile:

- 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

Support system missing a CRM

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

Vorteile:

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

Nachteile:

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

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

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

Vorteile:

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.

Nachteile:

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.

Kayako is either very helpful or very unhelpful

Kommentare: I was able to perform my job.

Vorteile:

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.

Nachteile:

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.

Software is buggy, support is not keeping up with requests. India-based support.

Vorteile:

- 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.

Nachteile:

- 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.

Longtime User

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

Vorteile:

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.

Nachteile:

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.

Kayako rocks

Kommentare: Awesome
Love it!

Vorteile:

Ease of use and consistency, quality cost effective

Nachteile:

Nothing really, just the spam. Too many spam sometimes but you'll learn to cl;ean it up

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 is an advance in potential customers.

Kommentare: I have been able to establish better attention with potential clients within my company, in this way, it has had a better control and thus obtain better finances. Potential customers have been satisfied when we use Kayako because we serve them at any time of the day.

Vorteile:

The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

Nachteile:

I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

Great product. Works well. Customer Support stinks.

Kommentare: Just a very nice, easy to use helpdesk service.

Vorteile:

Layout is nice, many great features, customize-able, good price, very easy to use, very easy to set up and implement.

Nachteile:

Customer services stinks. If anything goes technically wrong their tech support is outsourced. The workers work 9-5 so the only way to talk to them in the USA is by staying up until 2am. The tech support that you talk to during USA hours are fairly helpful with basic things but take a long time to get back to you.

It been an exciting experience and has improve customer engagement tremendously

Kommentare: It really improved our engagements with our customer, prospects and visitors who visit our webpage on daily basics as well as seeking support and customer services.

Vorteile:

It's ease of use, especially with tickets creation and handling as well as tracking tickets, color categorization for easy identification of customers and prospect based.

Nachteile:

Sending attachments to customers most at times does not really go through, sometimes it has to be sent 3 or 4 times before client confirm receipt of the file

Effective tool for customer support

Vorteile:

Easy to use software, makes customer tracking, communication, and support more efficient. I use it mainly for the ticketing system to keep the company as well as the customers who log faults up to date on the status of their support ticket.

Nachteile:

As I have used many live chat software in my field, I am not too fond of the live chat ability of Kayako for websites. The implementation is not very user friendly.

Features and functionality missing or not working

Vorteile:

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

Nachteile:

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.

After comparing helpdesk solutions, Kayko was the one for us

Vorteile:

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.

Nachteile:

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

easy to use, convenient and practical. How ever they could really work on their customer support.

Vorteile:

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.

Nachteile:

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

Another huge CRM with milions of option

Kommentare: One month of professional training with Kayako specialist and I'm sure it will be great! How have so many time for that?

Vorteile:

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.

Nachteile:

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.

Amazing

Vorteile:

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

Nachteile:

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 Review

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

Vorteile:

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

Nachteile:

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

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