{"id":11099,"date":"2017-01-14T06:30:17","date_gmt":"2017-01-14T06:30:17","guid":{"rendered":"https:\/\/promotelabs.com\/blog\/?p=11099"},"modified":"2026-11-07T22:50:52","modified_gmt":"2026-11-08T03:50:52","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":"<div class=\"plb\">\n<style>.plb{font-size:18px;line-height:1.75;color:#1f2937}.plb h2{font-size:30px;line-height:1.25;margin:44px 0 14px;color:#0b1726;font-weight:800}.plb h3{font-size:22px;line-height:1.3;margin:28px 0 10px;color:#0b1726;font-weight:800}.plb p{margin:0 0 18px}.plb ul,.plb ol{margin:0 0 20px 22px}.plb li{margin:0 0 10px}.plb a{color:#1a8f3c;text-decoration:underline;text-underline-offset:3px}.plb .qa{background:#f1fbf4;border:1px solid #bfe8cc;border-left:5px solid #2ca749;border-radius:12px;padding:18px 22px;margin:4px 0 30px}.plb .qa b.l{display:block;color:#1a8f3c;font-size:13px;letter-spacing:.14em;margin-bottom:6px}.plb .qa p{margin:0}.plb table{width:100%;border-collapse:collapse;margin:8px 0 26px;font-size:16px}.plb th{background:#0b1726;color:#fff;text-align:left;padding:12px 14px}.plb td{border-bottom:1px solid #e5e7eb;padding:12px 14px;vertical-align:top}.plb tr:nth-child(even) td{background:#f8fafc}.plb .gift{display:flex;gap:20px;align-items:center;background:radial-gradient(600px 220px at 85% -40px,rgba(57,212,102,.35),rgba(11,23,38,0) 70%),#0b1726;border-radius:16px;padding:22px 24px;margin:30px 0;color:#e8eef6}.plb .gift img{width:120px;height:auto;border-radius:10px;flex:0 0 120px}.plb .gift b.t{display:block;color:#fff;font-size:21px;line-height:1.3;margin-bottom:6px}.plb .gift span.s{display:block;color:#c9d4e2;font-size:16px;line-height:1.55;margin-bottom:12px}.plb .gift a.g{display:inline-block;background:#2ca749 linear-gradient(180deg,#45d96d,#25a748);color:#fff!important;font-weight:800;font-size:16px;padding:11px 20px;border-radius:999px;text-decoration:none!important}.plb .note{color:#6b7280;font-size:15px;margin:0 0 22px}.plb .faq h3{font-size:20px;margin:22px 0 6px}@media(max-width:640px){.plb{font-size:17px}.plb h2{font-size:25px}.plb .gift{flex-direction:column;align-items:flex-start}.plb .gift img{width:100%;max-width:280px}}<\/style>\n<p class=\"note\">Updated for 2027 by the PromoteLabs team. The 2027 summary below is current; our original review follows it.<\/p>\n<div class=\"qa\"><b class=\"l\">QUICK ANSWER<\/b><\/p>\n<p>Kayako has changed a lot since our original review. It now sells Kayako One, a full help desk set up for you, and the Kay AI agent, which costs $1 per resolved ticket and can also plug into Zendesk, Freshdesk, Intercom or Salesforce. Kayako One pricing is quoted by sales, so teams that want simple published pricing may prefer Help Scout or Zendesk.<\/p>\n<\/div>\n<h2>Kayako in 2027 at a glance<\/h2>\n<table>\n<tbody>\n<tr>\n<td><b>Kayako One<\/b><\/td>\n<td>Full help desk; price on request<\/td>\n<\/tr>\n<tr>\n<td><b>Kay AI agent<\/b><\/td>\n<td>$1 per resolved ticket<\/td>\n<\/tr>\n<tr>\n<td><b>Works with<\/b><\/td>\n<td>Its own help desk, or Zendesk, Freshdesk, Intercom and Salesforce<\/td>\n<\/tr>\n<tr>\n<td><b>Free plan<\/b><\/td>\n<td>No<\/td>\n<\/tr>\n<tr>\n<td><b>Change<\/b><\/td>\n<td>Moved from per-agent pricing toward AI-based pricing in 2025\u20132026<\/td>\n<\/tr>\n<tr>\n<td><b>Best for<\/b><\/td>\n<td>Teams that want a done-for-you help desk with AI built in<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>What has changed since our original review<\/h2>\n<ul>\n<li>Kayako moved from per-agent plans to an AI-first model.<\/li>\n<li>The Kay AI agent is priced per resolved ticket.<\/li>\n<li>Kayako One is sold through a sales conversation rather than a public price list.<\/li>\n<\/ul>\n<p class=\"note\">As reported in late 2026. Check kayako.com for current pricing.<\/p>\n<h2>Our original Kayako review<\/h2>\n<\/div>\n<p><span style=\"color: #008000;\"><em><strong>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<p><strong>Let\u2019s look at their features to see if\u00a0Kayako is a good fit for your business\u2026<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11019 aligncenter\" src=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-front.jpg\" sizes=\"auto, (max-width: 841px) 100vw, 841px\" srcset=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-front.jpg 841w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-front-300x186.jpg 300w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-front-768x476.jpg 768w\" alt=\"Kayako \u2013 Help Desk Software Reviews &amp; Comparisons.\" width=\"841\" height=\"521\" \/><\/p>\n<h5><strong>CREATE TICKETS<\/strong><\/h5>\n<p><strong>(Communication Channels)<\/strong><\/p>\n<p><strong>Via email<\/strong>: Yes<\/p>\n<p><strong>Via web interface<\/strong>: Yes<\/p>\n<p><strong>Via social channels<\/strong>: Yes<\/p>\n<p><strong>Via phone<\/strong>: No<\/p>\n<p><strong>Via chat<\/strong>: Yes<\/p>\n<h5><strong>CUSTOMER SELF-SERVICE\/COMMUNITY<\/strong><\/h5>\n<p><strong>FAQ<\/strong>: Yes.<\/p>\n<p><strong>Multi brand helpdesk support (FAQ\/Knowledgebase separate for each product<\/strong>): Yes, on some select plans.<\/p>\n<p><strong>Widget embedding for FAQ, Ticket, Chat<\/strong>: Yes, this is available for the live chat feature.<\/p>\n<p>Here\u2019s a look at the beacon-style widget:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11024 aligncenter\" src=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-widget.gif\" alt=\"Kayako \u2013 Help Desk Software Reviews &amp; Comparisons.\" width=\"570\" height=\"559\" \/><\/p>\n<p>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<h5><strong>DATA FILTER\/ CUSTOMER POINT ON POINT TRACKING<\/strong><\/h5>\n<p><strong>External support: presales questions -potential buyers<\/strong>:\u00a0 Yes<\/p>\n<p><strong>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<p><em>NOTE: Although we didn\u2019t test it, it may be possible to do this through a third-party integration with Zapier.<\/em><\/p>\n<h5><strong>PLATFORM<\/strong><\/h5>\n<p><strong>Web<\/strong>: Yes<\/p>\n<p><strong>Mobile app<\/strong>: Yes<\/p>\n<p><strong>Voice (call center)<\/strong>: No<\/p>\n<h5><strong>STAFF<\/strong><\/h5>\n<p><strong>Multiple agents<\/strong>: Yes. There is a cost per agent. See the pricing section just a bit later for more information.<\/p>\n<p><strong>Private FAQ\/knowledge base for internal use<\/strong>: Yes<\/p>\n<p><strong>Agent performance tracking<\/strong>: Yes<\/p>\n<p><strong>Private notes\/ chat between agents<\/strong>: Yes<\/p>\n<p><strong>Agent rating\/ Customer satisfaction survey<\/strong>: Yes<\/p>\n<h5><strong>HELP DESK REPORTING AND ANALYTICS<\/strong><\/h5>\n<p><strong>Tag, tracking<\/strong>: Yes<\/p>\n<p><strong>Automation rules<\/strong>: Yes<\/p>\n<p><strong>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<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11023 aligncenter\" src=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-reporting.jpg\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" srcset=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-reporting.jpg 800w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-reporting-266x300.jpg 266w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-reporting-768x865.jpg 768w\" alt=\"Kayako \u2013 Help Desk Software Reviews &amp; Comparisons.\" width=\"800\" height=\"901\" \/><\/p>\n<h5><strong>OTHER FEATURES, USABILITY, PRICE<\/strong><\/h5>\n<p><strong>Remote control\/access to customer\u2019s computer:<\/strong> \u00a0No.<\/p>\n<p><strong>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<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11020 aligncenter\" src=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-integration.jpg\" sizes=\"auto, (max-width: 843px) 100vw, 843px\" srcset=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-integration.jpg 843w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-integration-300x232.jpg 300w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-integration-768x595.jpg 768w\" alt=\"Kayako \u2013 Help Desk Software Reviews &amp; Comparisons.\" width=\"843\" height=\"653\" \/><\/p>\n<p><strong>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<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11021 aligncenter\" src=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-interface.jpg\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" srcset=\"https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-interface.jpg 900w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-interface-300x170.jpg 300w, https:\/\/promotelabs.com\/blog\/wp-content\/uploads\/2017\/01\/K-interface-768x435.jpg 768w\" alt=\"Kayako \u2013 Help Desk Software Reviews &amp; Comparisons.\" width=\"900\" height=\"510\" \/><\/p>\n<p><strong>Price<\/strong>: Kayako has three main plans, each of whose prices vary on two factors:<\/p>\n<ol>\n<li>Number of agents per month, as each plan is billed per agent, per month.<\/li>\n<li>Whether you get billed annually (which is less expensive) or choose a month-to-month billing options.<\/li>\n<\/ol>\n<p><strong>Who can use it<\/strong>: This help desk is suitable for any type of small business.<\/p>\n<h6><strong>PROS<\/strong>:<\/h6>\n<p>The things we liked most about Kayako is:<\/p>\n<div class=\"su-list su-list-style-\">\n<ul>\n<li><i class=\"fa fa-plus-circle\"><\/i>Live chat is built in for all plans.<\/li>\n<li><i class=\"fa fa-plus-circle\"><\/i>Integrating Kayako with Zapier allows for plenty of integration options<\/li>\n<\/ul>\n<\/div>\n<h6><strong>CONS<\/strong>:<\/h6>\n<p>We found two main downsides:<\/p>\n<div class=\"su-list su-list-style-\">\n<ul>\n<li><i class=\"fa fa-minus-circle\"><\/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<ul>\n<li><i class=\"fa fa-minus-circle\"><\/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<p>[su_note note_color=&#8221;#169016&#8243; text_color=&#8221;#feffff&#8221;]<em><strong> 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<p style=\"text-align: center;\">[su_button url=&#8221; http:\/\/promotelabs.link\/Kayako &#8221; target=&#8221;blank&#8221; style=&#8221;flat&#8221; background=&#8221;#ffffff&#8221; color=&#8221;#14750f&#8221; size=&#8221;7&#8243; center=&#8221;yes&#8221;]<strong>Click to Learn More About Kayako <\/strong>[\/su_button]<br \/>\n[\/su_note]<\/p>\n<p>[su_note note_color=&#8221;#169016&#8243; text_color=&#8221;#feffff&#8221;]If you want to compare more help desk services up to Kayako then check out our post &#8220;Help Desk Software Reviews &amp; Comparisons&#8221;[su_button url=&#8221;https:\/\/promotelabs.com\/blog\/help-desk-software-reviews-comparisons\/&#8221; style=&#8221;flat&#8221; background=&#8221;#ffffff&#8221; color=&#8221;#14750f&#8221; size=&#8221;7&#8243; center=&#8221;yes&#8221;]Click To Read [\/su_button][\/su_note]<\/p>\n\n<div class=\"plb\">\n<style>.plb{font-size:18px;line-height:1.75;color:#1f2937}.plb h2{font-size:30px;line-height:1.25;margin:44px 0 14px;color:#0b1726;font-weight:800}.plb h3{font-size:22px;line-height:1.3;margin:28px 0 10px;color:#0b1726;font-weight:800}.plb p{margin:0 0 18px}.plb ul,.plb ol{margin:0 0 20px 22px}.plb li{margin:0 0 10px}.plb a{color:#1a8f3c;text-decoration:underline;text-underline-offset:3px}.plb .qa{background:#f1fbf4;border:1px solid #bfe8cc;border-left:5px solid #2ca749;border-radius:12px;padding:18px 22px;margin:4px 0 30px}.plb .qa b.l{display:block;color:#1a8f3c;font-size:13px;letter-spacing:.14em;margin-bottom:6px}.plb .qa p{margin:0}.plb table{width:100%;border-collapse:collapse;margin:8px 0 26px;font-size:16px}.plb th{background:#0b1726;color:#fff;text-align:left;padding:12px 14px}.plb td{border-bottom:1px solid #e5e7eb;padding:12px 14px;vertical-align:top}.plb tr:nth-child(even) td{background:#f8fafc}.plb .gift{display:flex;gap:20px;align-items:center;background:radial-gradient(600px 220px at 85% -40px,rgba(57,212,102,.35),rgba(11,23,38,0) 70%),#0b1726;border-radius:16px;padding:22px 24px;margin:30px 0;color:#e8eef6}.plb .gift img{width:120px;height:auto;border-radius:10px;flex:0 0 120px}.plb .gift b.t{display:block;color:#fff;font-size:21px;line-height:1.3;margin-bottom:6px}.plb .gift span.s{display:block;color:#c9d4e2;font-size:16px;line-height:1.55;margin-bottom:12px}.plb .gift a.g{display:inline-block;background:#2ca749 linear-gradient(180deg,#45d96d,#25a748);color:#fff!important;font-weight:800;font-size:16px;padding:11px 20px;border-radius:999px;text-decoration:none!important}.plb .note{color:#6b7280;font-size:15px;margin:0 0 22px}.plb .faq h3{font-size:20px;margin:22px 0 6px}@media(max-width:640px){.plb{font-size:17px}.plb h2{font-size:25px}.plb .gift{flex-direction:column;align-items:flex-start}.plb .gift img{width:100%;max-width:280px}}<\/style>\n<div class=\"gift\"><img decoding=\"async\" src=\"https:\/\/promotelabs.com\/wp-content\/uploads\/2026\/11\/PromoteLabs-Free-Gifts-Sidebar.jpg\" alt=\"8 free gifts from PromoteLabs\" loading=\"lazy\"><\/p>\n<div><b class=\"t\">Grab 8 free products you can own<\/b><span class=\"s\">Get 8 free Private Label and White Label products to use as lead magnets, bonuses and gifts. Worth $2,300+, yours at $0.<\/span><a class=\"g\" href=\"https:\/\/promotelabs.com\/free-gifts\/\" target=\"_blank\" rel=\"noopener\">Claim My Free Gifts &gt;&gt;<\/a><\/div>\n<\/div>\n<h2>Related reading<\/h2>\n<ul>\n<li><a href=\"https:\/\/promotelabs.com\/blog\/best-help-desk-software-small-business\/\">Best help desk software for small business<\/a><\/li>\n<li><a href=\"https:\/\/promotelabs.com\/blog\/zen-desk-help-desk-software-review\/\">Zendesk review (2027)<\/a><\/li>\n<li><a href=\"https:\/\/promotelabs.com\/blog\/helpscout-help-desk-software-review\/\">Help Scout review (2027)<\/a><\/li>\n<li><a href=\"https:\/\/promotelabs.com\/blog\/intercom-help-desk-software-review\/\">Intercom review (2027)<\/a><\/li>\n<\/ul>\n<h2>Frequently Asked Questions<\/h2>\n<div class=\"faq\">\n<h3>How much does Kayako cost?<\/h3>\n<p>The Kay AI agent costs $1 per resolved ticket. Kayako One help desk pricing is quoted by sales.<\/p>\n<h3>Is Kayako still available?<\/h3>\n<p>Yes. Kayako now focuses on Kayako One and its Kay AI agent.<\/p>\n<h3>What are good Kayako alternatives?<\/h3>\n<p>Help Scout for simple email support, Zendesk for multichannel teams and Intercom for AI-first support.<\/p>\n<\/div>\n<\/div>\n<p><script type=\"application\/ld+json\">{\"@context\":\"https:\/\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"How much does Kayako cost?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"The Kay AI agent costs $1 per resolved ticket. Kayako One help desk pricing is quoted by sales.\"}},{\"@type\":\"Question\",\"name\":\"Is Kayako still available?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Yes. Kayako now focuses on Kayako One and its Kay AI agent.\"}},{\"@type\":\"Question\",\"name\":\"What are good Kayako alternatives?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Help Scout for simple email support, Zendesk for multichannel teams and Intercom for AI-first support.\"}}]}<\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Updated for 2027 by the PromoteLabs team. The 2027 summary below is current; our original review follows it. QUICK ANSWER Kayako has changed a lot since our original review. It now sells Kayako One, a full help desk set up for you, and the Kay AI agent, which costs $1 per resolved ticket and can [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":11268,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":"","tve_updated_post":"","tve_custom_css":"","tve_user_custom_css":"","tve_globals":{},"tcb2_ready":0,"tcb_editor_enabled":0,"tve_landing_page":"","_tve_header":"","_tve_footer":""},"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":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Kayako Review 2027: Pricing, Kay AI &amp; Alternatives<\/title>\n<meta name=\"description\" content=\"Kayako now centers on Kayako One and its Kay AI agent at $1 per resolved ticket. 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