Kayako Expert Review, Pricing, Alternatives - 2021

Listed in our research about the Top IT Help Desk Ticketing Systems

Huda Idris, Technical writer, HR software advisor, and marketing strategist Jan 06, 2022
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You can always ask questions about this tool in our free HR Tech Buyers Community.

With standout features such as customer journeys and collaboration, Kayako is a great choice for companies of all sizes to gain better context about customers.

What's Inside

Kayako Review

Kayako is a user-friendly customer support solution with cloud-based and on-premise deployment options. It packs many of the common features of ticketing systems such as omnichannel support for incident logging, live chat, a help center for self-service, an analytics dashboard, integrations with social media channels, and popular third-party tools, customizable business logic rules for workflow creation, process automations and more. 

Kayako also offers some standout features such as customer journeys, a detailed record of everything the customer has been up to before logging a support ticket, which allows you to provide context-driven customer service. Another notable feature is the ability to add collaborators, i.e. other employees besides your customer support agents and managers that can access customer data.

Kayako Customers

GeneralElectric, Warner Bros, Toshiba, FedEx, Sega, Peugeut, MTV.

Kayako Stats

Over 131,000 agents provide support using Kayako.

Kayako Resources

No items found.

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Key Kayako Features

  • Omnichannel support
  • Shared inbox
  • Multi brand support
  • SLA management
  • Canned responses
  • Workflow customization
  • Automatic notifications
  • Reporting
  • User permissions
  • Knowledge management
  • Mobile access

Kayako Implementation

Kayako is cloud-based which makes it fairly easy to implement. To get started, head to Kayako’s website and click the Start Your Free Trial button at the top right hand corner. This will take you to a page where you can create a trial account and start using the platform.

Kayako Customer Success

Kayako has a help center with articles for customers to self-serve. Customers can also submit a support request or call the support team if further help is needed.

Kayako Key Integrations

Kayako integrates with hundreds of 3rd party software solutions, whether it is through its pre-built integration modules, Zapier, Webhooks or its well documented API.

What to be aware of

Kayako Pricing

Kayako offers three plans: Inbox, Growth, and Scale. The Inbox plan starts at $15 per agent per month, while the Growth and Scale plans cost $30 and $60 respectively per agent per month. 

Kayako also offers free 14-day trials for all of its plans as well as demos upon request. Check out Kayako’s pricing page for more information on their available plans and features.

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» Save Money: Check out our resource on how to save money when buying HR tools

Kayako Alternatives

Help Desk Ticketing Systems - FreshdeskFreshdesk

Scalable support solution

Help Desk Ticketing Systems - ZendeskZendesk

Best known support software

Help Desk Ticketing Systems - FreshserviceFreshservice

A user-friendly ITSM

Help Desk Ticketing Systems - ServiceDesk PlusServiceDesk Plus

Full-stack ITSM suite

Help Desk Ticketing Systems - LiveAgentLiveAgent

Affordable and easy to use

Help Desk Ticketing Systems - Zoho DeskZoho Desk

Great affordable option

Help Desk Ticketing Systems - HappyFoxHappyFox

Highly customizable

Help Desk Ticketing Systems - KayakoKayako

Customer journey features

Help Desk Ticketing Systems - JitBitJitBit

Set up in seconds

Help Desk Ticketing Systems - Jira Service ManagementJira Service Desk

Big integration marketplace

Help Desk Ticketing Systems - SolarWinds Service DeskSolarWinds

Wide feature set

Help Desk Ticketing Systems - SpiceworksSpiceworks

Free of charge

Kayako Alternatives

Freshdesk is a scalable solution for companies of any size. It packs strong features, including one for gamification to encourage agents to improve their output.
Zendesk is arguably the most well-known customer support software available today. Among its features are integrated surveys to measure customer satisfaction and analytics dashboards to monitor your team’s performance.
Like most products within the Freshworks Inc. family, Freshservice is a robust, comprehensive, and easy-to-use product with a very intuitive interface.
ServiceDesk Plus is a very comprehensive ITSM solution that’s trusted by some of the thousands of businesses, including 9/10 of Fortune 100 companies.
LiveAgent is a simple customer support solution. Their native live chat is easily accessible via a widget that integrates smoothly with your websites and apps, allowing you to connect with customers instantaneously.
Zoho is a provider of all sorts of business solutions that are affordable yet on par with the market’s leading offerings. Zoho Projects exemplifies this, being a feature-rich project management product that’s robust, intuitive, and budget friendly.
JitBit is a provider of both self-hosted and cloud-based help desk ticketing solutions that are feature-rich, easy to use and very friendly to third-party integrations.
Created by Atlassian, Jira Service Management is a fantastic customer service solution with thousands of integrations, ensuring it can fit well in any tech stack.
Geared mostly towards medium and large companies, HappyFox is a customer support solution that's highly customizable, easy to use and quick to set.
With standout features such as customer journeys and collaboration, Kayako is a great choice for companies of all sizes to gain better context about customers.
SolarWinds Service Desk has one of the widest feature sets in IT service management, complete with a 30 day free trial to ensure you like it before you buy.
Spiceworks is perhaps the only vendor in this space to offer both cloud-based and on-premise versions of their help desk ticketing system, completely free of charge.