{"id":11099,"date":"2017-01-14T06:30:17","date_gmt":"2017-01-14T06:30:17","guid":{"rendered":"https:\/\/promotelabs.com\/blog\/?p=11099"},"modified":"2017-04-11T00:13:06","modified_gmt":"2017-04-11T04:13:06","slug":"kayako-help-desk-software-review","status":"publish","type":"post","link":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/","title":{"rendered":"Kayako | Help Desk Software Review"},"content":{"rendered":"

Kayako started in 2001 as an answer to the boring, confusing and clunky support solutions that dominated the market. Today Kayako continues to focus on offering user-friendly solutions to over 131,000 customers.<\/strong><\/em><\/span><\/p>\n

Let\u2019s look at their features to see if\u00a0Kayako is a good fit for your business\u2026<\/strong><\/p>\n

\"Kayako<\/p>\n

CREATE TICKETS<\/strong><\/h5>\n

(Communication Channels)<\/strong><\/p>\n

Via email<\/strong>: Yes<\/p>\n

Via web interface<\/strong>: Yes<\/p>\n

Via social channels<\/strong>: Yes<\/p>\n

Via phone<\/strong>: No<\/p>\n

Via chat<\/strong>: Yes<\/p>\n

CUSTOMER SELF-SERVICE\/COMMUNITY<\/strong><\/h5>\n

FAQ<\/strong>: Yes.<\/p>\n

Multi brand helpdesk support (FAQ\/Knowledgebase separate for each product<\/strong>): Yes, on some select plans.<\/p>\n

Widget embedding for FAQ, Ticket, Chat<\/strong>: Yes, this is available for the live chat feature.<\/p>\n

Here\u2019s a look at the beacon-style widget:<\/p>\n

\"Kayako<\/p>\n

You can set up the Messenger to automatically point to useful resources, which cuts down on your customer support requests. If your support staff is offline, users can leave a message. If this particular customer has talked to your support staff before, then this new message is posted alongside other conversations for quick and easy referencing.<\/p>\n

DATA FILTER\/ CUSTOMER POINT ON POINT TRACKING<\/strong><\/h5>\n

External support: presales questions -potential buyers<\/strong>:\u00a0 Yes<\/p>\n

Internal support <\/strong>(Ability to pass user data from inside app along with ticket to track which products customer has purchased or used to provide timely and correct support and advanced sales funnel):\u00a0 No.<\/p>\n

NOTE: Although we didn\u2019t test it, it may be possible to do this through a third-party integration with Zapier.<\/em><\/p>\n

PLATFORM<\/strong><\/h5>\n

Web<\/strong>: Yes<\/p>\n

Mobile app<\/strong>: Yes<\/p>\n

Voice (call center)<\/strong>: No<\/p>\n

STAFF<\/strong><\/h5>\n

Multiple agents<\/strong>: Yes. There is a cost per agent. See the pricing section just a bit later for more information.<\/p>\n

Private FAQ\/knowledge base for internal use<\/strong>: Yes<\/p>\n

Agent performance tracking<\/strong>: Yes<\/p>\n

Private notes\/ chat between agents<\/strong>: Yes<\/p>\n

Agent rating\/ Customer satisfaction survey<\/strong>: Yes<\/p>\n

HELP DESK REPORTING AND ANALYTICS<\/strong><\/h5>\n

Tag, tracking<\/strong>: Yes<\/p>\n

Automation rules<\/strong>: Yes<\/p>\n

Reporting<\/strong>: Yes. Kayako gives you a good overview of your help desk response times, what percent of cases were resolved during the first contact, when your help desk is busiest, and more.<\/p>\n

\"Kayako<\/p>\n

OTHER FEATURES, USABILITY, PRICE<\/strong><\/h5>\n

Remote control\/access to customer\u2019s computer:<\/strong> \u00a0No.<\/p>\n

Integrations<\/strong>: Yes, by integrating Kayako with Zapier, which gives you access to hundreds of popular apps and services such as Stripe, SalesForce and Slack.<\/p>\n

\"Kayako<\/p>\n

Ease of use<\/strong>:\u00a0 Kayako presents a very clean interface, but it\u2019s not entirely intuitive. Some items don\u2019t carry common labels, so you may find yourself clicking around to find what you need. That means you will need to set aside time to familiarize yourself with the interface and train your staff.<\/p>\n

\"Kayako<\/p>\n

Price<\/strong>: Kayako has three main plans, each of whose prices vary on two factors:<\/p>\n

    \n
  1. Number of agents per month, as each plan is billed per agent, per month.<\/li>\n
  2. Whether you get billed annually (which is less expensive) or choose a month-to-month billing options.<\/li>\n<\/ol>\n

    Who can use it<\/strong>: This help desk is suitable for any type of small business.<\/p>\n

    PROS<\/strong>:<\/h6>\n

    The things we liked most about Kayako is:<\/p>\n

    \n
      \n
    • <\/i>Live chat is built in for all plans.<\/li>\n
    • <\/i>Integrating Kayako with Zapier allows for plenty of integration options<\/li>\n<\/ul>\n<\/div>\n
      CONS<\/strong>:<\/h6>\n

      We found two main downsides:<\/p>\n

      \n
        \n
      • <\/i>The uncommon labeling in the dashboard, which makes it less intuitive. For example, Kayako uses the label \u201ccase\u201d rather than the more commonly used label \u201cticket.\u201d If you\u2019re new to using a help desk, this likely won\u2019t present a problem for you. If you\u2019ve been using other solutions, then these uncommon labels may take some getting used to.<\/li>\n<\/ul>\n
          \n
        • <\/i>The dashboard has a lot of gray text on a white background. This quickly fatigues the eyes, and it can be downright problematic for those who have problems reading low contrast text.<\/li>\n<\/ul>\n<\/div>\n

          [su_note note_color=”#169016″ text_color=”#feffff”] If you\u2019d like to learn more about Kayako\u2019s unified customer service platform or try them out free, check them out by clicking the button below.<\/strong><\/em><\/p>\n

          [su_button url=” http:\/\/promotelabs.link\/Kayako ” target=”blank” style=”flat” background=”#ffffff” color=”#14750f” size=”7″ center=”yes”]Click to Learn More About Kayako <\/strong>[\/su_button]
          \n[\/su_note]<\/p>\n

          [su_note note_color=”#169016″ text_color=”#feffff”]If you want to compare more help desk services up to Kayako then check out our post “Help Desk Software Reviews & Comparisons”[su_button url=”https:\/\/promotelabs.com\/blog\/help-desk-software-reviews-comparisons\/” style=”flat” background=”#ffffff” color=”#14750f” size=”7″ center=”yes”]Click To Read [\/su_button][\/su_note]<\/p>\n\n","protected":false},"excerpt":{"rendered":"

          Kayako started in 2001 as an answer to the boring, confusing and clunky support solutions that dominated the market. Today Kayako continues to focus on offering user-friendly solutions to over 131,000 customers. Let\u2019s look at their features to see if\u00a0Kayako is a good fit for your business\u2026 CREATE TICKETS (Communication Channels) Via email: Yes Via […]<\/p>\n","protected":false},"author":5,"featured_media":11268,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[40],"tags":[],"class_list":["post-11099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-review-and-feature-guides","post-wrapper","thrv_wrapper"],"yoast_head":"\nKayako | Help Desk Software Review | PromoteLabs Blog<\/title>\n<meta name=\"description\" content=\"In this review, we look at all the features to see if Kayako help desk software is a good fit for your business\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kayako | Help Desk Software Review | PromoteLabs Blog\" \/>\n<meta property=\"og:description\" content=\"In this review, we look at all the features to see if Kayako help desk software is a good fit for your business\" \/>\n<meta property=\"og:url\" content=\"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/\" \/>\n<meta property=\"og:site_name\" content=\"PromoteLabs Blog\" \/>\n<meta property=\"article:published_time\" content=\"2017-01-14T06:30:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-04-11T04:13:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2018\/03\/Kayako-Review.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Corena Golliver\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Corena Golliver\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/\"},\"author\":{\"name\":\"Corena Golliver\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/#\\\/schema\\\/person\\\/8da6f13f0666938f6fe816d3bc4eea0b\"},\"headline\":\"Kayako | Help Desk Software Review\",\"datePublished\":\"2017-01-14T06:30:17+00:00\",\"dateModified\":\"2017-04-11T04:13:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/\"},\"wordCount\":729,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/wp-content\\\/uploads\\\/2018\\\/03\\\/Kayako-Review.jpg\",\"articleSection\":[\"Review And Feature Guides\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/\",\"url\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/\",\"name\":\"Kayako | Help Desk Software Review | PromoteLabs Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/wp-content\\\/uploads\\\/2018\\\/03\\\/Kayako-Review.jpg\",\"datePublished\":\"2017-01-14T06:30:17+00:00\",\"dateModified\":\"2017-04-11T04:13:06+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/#\\\/schema\\\/person\\\/8da6f13f0666938f6fe816d3bc4eea0b\"},\"description\":\"In this review, we look at all the features to see if Kayako help desk software is a good fit for your business\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#primaryimage\",\"url\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/wp-content\\\/uploads\\\/2018\\\/03\\\/Kayako-Review.jpg\",\"contentUrl\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/wp-content\\\/uploads\\\/2018\\\/03\\\/Kayako-Review.jpg\",\"width\":1200,\"height\":600,\"caption\":\"Kayako Help Desk Software Review\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/kayako-help-desk-software-review\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Kayako | Help Desk Software Review\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/\",\"name\":\"PromoteLabs Blog\",\"description\":\"The Art & Science of Better Marketing\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/#\\\/schema\\\/person\\\/8da6f13f0666938f6fe816d3bc4eea0b\",\"name\":\"Corena Golliver\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/2aa266de74e2074f5d4727e2c157fcc9e897224de7ce72a7412b71ed79c2e69f?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/2aa266de74e2074f5d4727e2c157fcc9e897224de7ce72a7412b71ed79c2e69f?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/2aa266de74e2074f5d4727e2c157fcc9e897224de7ce72a7412b71ed79c2e69f?s=96&d=mm&r=g\",\"caption\":\"Corena Golliver\"},\"url\":\"https:\\\/\\\/promotelabs.com\\\/blog\\\/author\\\/corenagolliver\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Kayako | Help Desk Software Review | PromoteLabs Blog","description":"In this review, we look at all the features to see if Kayako help desk software is a good fit for your business","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/","og_locale":"en_US","og_type":"article","og_title":"Kayako | Help Desk Software Review | PromoteLabs Blog","og_description":"In this review, we look at all the features to see if Kayako help desk software is a good fit for your business","og_url":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/","og_site_name":"PromoteLabs Blog","article_published_time":"2017-01-14T06:30:17+00:00","article_modified_time":"2017-04-11T04:13:06+00:00","og_image":[{"width":1200,"height":600,"url":"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2018\/03\/Kayako-Review.jpg","type":"image\/jpeg"}],"author":"Corena Golliver","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Corena Golliver","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#article","isPartOf":{"@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/"},"author":{"name":"Corena Golliver","@id":"https:\/\/promotelabs.com\/blog\/#\/schema\/person\/8da6f13f0666938f6fe816d3bc4eea0b"},"headline":"Kayako | Help Desk Software Review","datePublished":"2017-01-14T06:30:17+00:00","dateModified":"2017-04-11T04:13:06+00:00","mainEntityOfPage":{"@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/"},"wordCount":729,"commentCount":0,"image":{"@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#primaryimage"},"thumbnailUrl":"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2018\/03\/Kayako-Review.jpg","articleSection":["Review And Feature Guides"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/","url":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/","name":"Kayako | Help Desk Software Review | PromoteLabs Blog","isPartOf":{"@id":"https:\/\/promotelabs.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#primaryimage"},"image":{"@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#primaryimage"},"thumbnailUrl":"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2018\/03\/Kayako-Review.jpg","datePublished":"2017-01-14T06:30:17+00:00","dateModified":"2017-04-11T04:13:06+00:00","author":{"@id":"https:\/\/promotelabs.com\/blog\/#\/schema\/person\/8da6f13f0666938f6fe816d3bc4eea0b"},"description":"In this review, we look at all the features to see if Kayako help desk software is a good fit for your business","breadcrumb":{"@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#primaryimage","url":"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2018\/03\/Kayako-Review.jpg","contentUrl":"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2018\/03\/Kayako-Review.jpg","width":1200,"height":600,"caption":"Kayako Help Desk Software Review"},{"@type":"BreadcrumbList","@id":"https:\/\/promotelabs.com\/blog\/kayako-help-desk-software-review\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/promotelabs.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Kayako | Help Desk Software Review"}]},{"@type":"WebSite","@id":"https:\/\/promotelabs.com\/blog\/#website","url":"https:\/\/promotelabs.com\/blog\/","name":"PromoteLabs Blog","description":"The Art & Science of Better Marketing","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/promotelabs.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/promotelabs.com\/blog\/#\/schema\/person\/8da6f13f0666938f6fe816d3bc4eea0b","name":"Corena Golliver","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/2aa266de74e2074f5d4727e2c157fcc9e897224de7ce72a7412b71ed79c2e69f?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/2aa266de74e2074f5d4727e2c157fcc9e897224de7ce72a7412b71ed79c2e69f?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/2aa266de74e2074f5d4727e2c157fcc9e897224de7ce72a7412b71ed79c2e69f?s=96&d=mm&r=g","caption":"Corena Golliver"},"url":"https:\/\/promotelabs.com\/blog\/author\/corenagolliver\/"}]}},"_links":{"self":[{"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/posts\/11099","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/comments?post=11099"}],"version-history":[{"count":0,"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/posts\/11099\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/media\/11268"}],"wp:attachment":[{"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/media?parent=11099"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/categories?post=11099"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/promotelabs.com\/blog\/wp-json\/wp\/v2\/tags?post=11099"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}