Kayako Erfahrungen

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

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

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.

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.

Email queue functionality and the user interface.

It does not have much capability in reporting functionality.

Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

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.

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.

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

Simple, Easy to Use, Customisable and Good Support. We've used this software for over 6 years now and it's never let us down.

Some areas could use updating but they're not broken, just need some improvement :) Also the recent pricing increase was expected but of course paying more for something is always a dislike :)

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.

It is fairly easy to navigate through this software and sort through tickets. The custom views that you can create allow you to be able to chose what information on the tickets will appear in your ticket queue. Also the built in knowledge base is a helpful tool.

My only complaint is that there is not a feature to enter and keep track of inventory like other help-desk systems.

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.

Ease of use and consistency, quality cost effective

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

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 .

Features are OK - but they need to be more up to date. Due to poor customer support and communication, we are not aware of new features/functions.

The customer support is horrible. You cannot contact them directly. Your only option is to leave a message yet if you want to buy the product you can speak to a representative immediately. This is a customer support platform and it is very ironic they have horrible customer support access.

Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

- This software legs on HTML email parsing side which can be improved.
- On pricing part, they are charging on higher side and they needs to be competitive.

Kayako provides the flexibility we need to keep engaged and communicated both with our external and internal customers. Our support departments love the simplicity and clarity of the communication, and our clients have gained a tool through which they feel close to our team. Working with Kayako has made our life easier!

There are not many cons to our experience. Even as we believe that the tool might help us better integrate additional internal users to simplify the behind-the-scenes processes we have, we do believe that they way the tool is built now is great.

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

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.

The way you can have email flow into Kayako and form request in one system.
The macros which allow quick answers to everyday request.
The tech support is great and always have a solution

To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.

Ability to create custom fields to accommodate our business needs. Ability to create custom views. Ability to add private notes on a ticket, profile, and organization.

There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.

UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.

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

I most like the easy real-time communication that is possible through Kayako. We are able to quickly assist our customers because of it.

I wish I could delete the feature that tells the customer approx. how long it will take us to respond. When we receive a chat outside of our business hours, we aren't able to get back with them until the next day. This causes our "time to respond" to give an inaccurate estimate.