Kayako Review
Kayako – Simple, scalable, Customer Service Software.
Summary: Letting you choose between a package focusing mainly on live/phone support, and another with only email ticketing but powerful a powerful filtering and automation system, Kayako is a surprisingly cost effective option, especially for large numbers of agents. The premium plan unlocks all the features. The Self Service help portal can be customized for multiple brands.
Website: http://www.kayako.com/
You might prefer this software if:
- You deal primarily with phone tickets
- You have a high number of agents
- You offer support for multiple brands
You might prefer another if:
- You have a low number of agents
- You need to respond to social media tickets
As featured in:
- Best Help Desk Software for Live Support
| Desk.com | Freshdesk | Zendesk | SupportBee | Zoho Support | HappyFox | Kayako | |
|---|---|---|---|---|---|---|---|
| Best Premium | Best for integrations & scalability | Best for Social Media | Without Distinction | Best Low Cost | Best for Email tickets | Best for Phone Support | |
| Customisable Support Centre | y | y | y | y | y | y | |
| Unlimited Users | BEST | ||||||
| Template Responses | y | y | y | y | y | y | y |
| Statistics | y | y | y | y | y | y | y |
| Reporting/Analytics | y | BEST | y | y | y | y | |
| Custom Reporting | BEST | y | y | y | y | ||
| Ticket Time Stamps | y | y | y | y | y | y | y |
| Advanced Time Tracking | y | y | y | y | |||
| Bug Tracking | y | BEST | |||||
| Ticket Filters | y | BEST | y | y | y | BEST | y |
| Workflow Filters & Rules | BEST | y | y | y | y | y | |
| Social Media Monitoring | y | y | y | BEST | |||
| Social Media Responding | y | y | BEST | y | y | ||
| Email Tickets | y | y | y | y | y | BEST | y |
| Phone Integration | y | y | y | y | BEST | ||
| Live Chat Integration | BEST | y | y | y | y | ||
| Self-Service Portal | y | y | y | y | y | BEST | |
| Trial Period | 14 days | 30 days | 30 days | 14 days | 15 days | 30 days | 30 days |
| Payment style | per agent | per agent | per agent | ticket volume | per agent | per agent | per agent |
| Basic | $30/month | $16/month | $29/month | $29/month | $15/month | $19/month | $29/month |
| details | all features except advanced analysis and customization | social media, phone and chat features, automation and filtering features | Regular features - no automation/workflow features | unlimited users, 500 tickets/month | no live chat | no custom reporting or advanced tiime tracking | per agent, live support features OR email filtering features |
| Top-tier | $95/month | $40/month | $69/month | $149/month | $25/month | $49/month | $49/month |
| details | full enterprise features | multiple languages and more customization | Pro features, automation features, no multiple brand support | unlimited users, 5000 tickets/month | alll features | all features | per agent, all features |
| Annual Discount | yes | yes | yes | no | yes | yes | yes |
Kayako is commended for Phone integration as well as Self-Service Portal.
Kayako integrates with 12 out of 54 third party software analysed while the category’s arithmetic mean is 17/31.
Kayako has 22% Integration Score (Medium).
| Desk.com | Freshdesk | Zendesk | SupportBee | Zoho Support | HappyFox | Kayako | |
|---|---|---|---|---|---|---|---|
| API | y | y | y | y | y | y | |
| Google Aps | y | y | y | y | |||
| Zapier | y | y | y | y | y | ||
| CRM | |||||||
| Capsule CRM | y | y | y | ||||
| Pipeline Deals | y | ||||||
| InfusionSoft | y | y | |||||
| Nutshell | y | ||||||
| Microsoft Dynamics | y | ||||||
| SugarCRM | y | y | |||||
| Hubspot | y | ||||||
| Salesforce | y | y | y | y | y | ||
| PipeDrive | y | y | |||||
| Insightly | y | y | y | ||||
| Highrise | y | y | y | y | |||
| Vibe | y | y | |||||
| Batchbook | y | y | y | ||||
| Zoho CRM | y | y | y | y | |||
| Nimble | y | ||||||
| Chat | |||||||
| Hipchat | y | y | y | ||||
| LiveChat | y | y | |||||
| Olark | y | y | y | y | |||
| Snapengage | y | y | y | y | |||
| MailChimp | y | y | y | y | y | ||
| GMail | y | y | y | y | y | y | |
| GetResponse | y | ||||||
| ConstantContact | y | ||||||
| iContact | y | ||||||
| CampaignMonitor | y | ||||||
| Project Management | |||||||
| Slack | y | y | y | y | y | ||
| Basecamp | y | y | |||||
| CMS | |||||||
| Wordpress | y | y | |||||
| Drupal | y | y | |||||
| Joomla | y | y | |||||
| Evernote | y | ||||||
| Dropbox | y | ||||||
| Ecommerce | |||||||
| Shopify | y | y | y | y | |||
| Bigcommerce | y | y | y | ||||
| Magento | y | y | y | y | |||
| WHMCS | y | y | y | ||||
| WooCommerce | y | ||||||
| Wombat | y | y | |||||
| Accounting | |||||||
| Freshbooks | y | y | y | y | |||
| BillLiving | y | ||||||
| Bug Tracking | |||||||
| Bugherd | y | y | |||||
| Bugify | y | ||||||
| Instabug | y |
Nominations
No distinction
Best in Category: Best for Phone Support
Battle wins
Battle wins: 2/6
