Kayako
Shared inbox software
Help desk software
Live chat software
Customer self-service software
Digital customer service platforms
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$79 per month
Free Trial
Free version unavailable
Small
Medium
Large
- Accommodation and food services
- Retail and wholesale
- Information technology and software
What is Kayako
Kayako is a customer support platform that helps teams manage customer conversations across email and other channels using a shared inbox and ticketing workflows. It is used by support and customer success teams to track requests, collaborate internally, and maintain conversation history. The product also includes real-time chat and a knowledge base for customer self-service, with reporting and automation features to support day-to-day operations.
Omnichannel ticketing and shared inbox
Kayako centralizes customer conversations into a single workspace so agents can manage, assign, and track requests consistently. It supports collaboration features such as internal notes and ownership/assignment to reduce duplicated responses. This aligns well with teams that need a unified queue rather than separate tools for email and chat.
Built-in live chat capability
Kayako includes live chat so teams can handle real-time inquiries alongside ticket-based support. Agents can keep context by linking chat interactions to ongoing customer conversations and history. This reduces the need to deploy a separate chat-only product for basic real-time support use cases.
Self-service knowledge base
Kayako provides a knowledge base to publish help articles and enable customers to find answers without contacting support. This supports deflection for common questions and gives agents a consistent source of truth to reference in replies. It fits organizations that want ticketing and self-service under one vendor rather than stitching together multiple systems.
Limited CRM and marketing depth
Kayako focuses on service workflows rather than full CRM, marketing automation, or sales engagement. Organizations that need advanced lifecycle marketing, pipeline management, or multi-step outbound campaigns typically require additional systems. This can increase integration and administration effort for revenue-focused teams.
Automation and AI vary by plan
Compared with some modern digital customer service platforms, advanced automation and AI-driven capabilities may be less extensive or may depend on specific editions and add-ons. Teams looking for sophisticated bot building, intent routing, or deep AI agent-assist should validate current feature availability. This can affect scalability for high-volume support operations.
Integration ecosystem may require validation
Kayako supports integrations, but the breadth and depth of prebuilt connectors can be a deciding factor for teams with complex stacks. If key systems are not supported natively, teams may need middleware or custom work. Buyers should confirm integration coverage for identity, CRM, analytics, and collaboration tools before standardizing.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Kayako One | $79/mo | One Brand Messenger; Shared Inbox & Ticketing System; Pre-built Reports; Public Help Center; Multiple Team Inboxes; Private & Multilingual Help Center; Multi-Brand Messenger. Note: Official site lists a $1 charge for each AI-resolved ticket. Duration of free trial: 14-day free trial (official help article and site references). |
Seller details
Kayako
London, UK
2001
Private
https://www.kayako.com/
https://x.com/kayako
https://www.linkedin.com/company/kayako/
