Kayako Review 2021: Alternatives, Pricing, Features

Phil Strazzulla, HR Tech Expert
March 15, 2021

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

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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.

Kayako Alternatives

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Highly customizable


Free of charge


Best known support software

Jira Service Desk

Big integration marketplace


Scalable support solution


Set up in seconds


Customer journey features

Zoho Desk

Great affordable option


Wide feature set


Affordable and easy to use