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166 Bewertungen

- Branche: Computer-Software
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Support system missing a CRM
Bewertet am 14.6.2018
We had Zendesk before but Kayako is a really serious support ticket system
I wish the price were...
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
- Branche: Computer-Software
- Unternehmensgröße: 501–1 000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
it works but required a lot of enhancements to make it work proper for us
Bewertet am 26.6.2018
Getting us closer to our customers and helping them solving their problems. Kayako delivered that...
Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.
Btw. Industry selection is missing Enterprise software or similar.
Vorteile
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.
Nachteile
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.
- Branche: Eventservice
- Unternehmensgröße: 2–10 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
600% Price Increase Out of Nowhere
Bewertet am 18.2.2021
Vorteile
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.
Nachteile
Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money.
- Branche: Bankwesen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Kayako From a Customer Service Perspective
Bewertet am 15.10.2019
Vorteile
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.
Nachteile
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.
- Branche: Computer- & Netzwerksicherheit
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 5.0 /10
Kayako Fusion
Bewertet am 9.6.2022
Vorteile
Email queue functionality and the user interface.
Nachteile
It does not have much capability in reporting functionality.
- Branche: Hochschulbildung
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Recent price changes made it too expensive for us
Bewertet am 29.6.2018
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.
Vorteile
Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.
Nachteile
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Kayako service desk tool is one of the best service desk which am using since 2 years in...
Bewertet am 14.6.2018
Meeting SLA's in service delivery
MIS reports
Email to incidence with unique identity number
Tic...
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

- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
We've used Kayako for years and it's been great!
Bewertet am 7.11.2017
Great product. Great Support.
Great product. Great Support.
Vorteile
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.
Nachteile
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 :)

- Branche: Hochschulbildung
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
Kayako has made our jobs far easier and our service users so much more satisfied.
Bewertet am 19.6.2018
Vorteile
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.
Nachteile
Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.
- Branche: Hochschulbildung
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Weiterempfehlungsquote 8.0 /10
Fairly good help-desk system
Bewertet am 19.12.2018
Vorteile
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.
Nachteile
My only complaint is that there is not a feature to enter and keep track of inventory like other help-desk systems.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Great application, the only one with the "Follow up" feature.
Bewertet am 19.6.2018
I don't get any benefits, It's just our ticketing system :)
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.
- Branche: Baumaterial
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Kayako rocks
Bewertet am 9.12.2021
Awesome
Love it!
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
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
We have been using kayako for 8+ years and it was a great experience for customer support...
Bewertet am 23.6.2018
Vorteile
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
Nachteile
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 .
- Unternehmensgröße: 1 001–5 000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Kayako is an advance in potential customers.
Bewertet am 22.5.2018
I have been able to establish better attention with potential clients within my company, in this...
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.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 2.0 /10
The product is fine but the customer support is horrible which is ironic.
Bewertet am 19.6.2018
We can handle our customer support issues.
We can handle our customer support issues.
Vorteile
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.
Nachteile
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.
- Branche: Bildungsmanagement
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Good software for Support Desk purpose
Bewertet am 2.8.2018
Overall experience is good. We got their support every team of their teams. On cost side they need...
Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.
Vorteile
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
Nachteile
- 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.
- Branche: Transport/Güterfrachtverkehr/Schienenverkehr
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Awesome platform, great service!
Bewertet am 21.6.2018
Vorteile
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!
Nachteile
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.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Features and functionality missing or not working
Bewertet am 21.6.2018
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.
- Branche: Bildungsmanagement
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Kayako has changed our member experience because now members have one central platform for...
Bewertet am 26.6.2018
great customer service
great customer service
Vorteile
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
Nachteile
To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.
- Branche: Professionelles Training & Coaching
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Just in english
Bewertet am 31.1.2017
If you want to use Kayako in another language, although they claim that you can "deliver a tailored...
If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience.
So, in English, it's a good software (one the best maybe), but impossible to use in other languages.
Vorteile
Chat + Ticket system integrated
Nachteile
Not localized (just English)
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 1.0 /10
Zero new features in last 2 years. Deceptive billing. Avoid.
Bewertet am 7.3.2020
When we wanted to cancel and downgraded through their admin portal to smaller number number of...
When we wanted to cancel and downgraded through their admin portal to smaller number number of users. They billed us for the OLD number of users (thousands of dollar) and then refused to reimburse us. Deceptive, bad business. DO NOT RECOMMEND.
Vorteile
Software is basic, has basic helpdesk. The basic helpdesk worked for us for some time, chat worked for us for some time, but literally did not keep up.
Nachteile
The software has not kept up with the rest of the market. Zero product innovation in the last 1-2 years.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Love the features of the product.
Bewertet am 23.4.2018
Vorteile
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.
Nachteile
There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.

- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
Not very confident with the product development. Features not perfect, same bugs might...
Bewertet am 25.6.2018
Vorteile
UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.
Nachteile
SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
excellent product and support. have been using for years and highly recommend
Bewertet am 15.6.2018
Vorteile
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.
Nachteile
It has got more costly over the years, with a per-user-per-month license fee and support requires a separate support fee
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Kayako has been effective for our company.
Bewertet am 15.6.2018
Vorteile
I most like the easy real-time communication that is possible through Kayako. We are able to quickly assist our customers because of it.
Nachteile
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.