Kayako is an AI-driven helpdesk software that combines an advanced ticketing system with self-learning artificial intelligence. Designed for organizations that want to automate a large part of their customer support, Kayako helps reduce ticket volume, improve response times, and deliver consistent, high-quality support across channels.

What are the main features of Kayako?

Advanced ticket automation powered by AI

Kayako leverages artificial intelligence to automatically resolve up to 80% of repetitive tickets, while continuously learning from every interaction.

• Advanced ticketing system to centralize and prioritize customer inquiries.
• Unlimited AI-generated response suggestions, seamlessly integrated into agent workflows.
• Self-learning mode: AI improves over time by analyzing previous responses.
• Knowledge base audit to optimize existing content for better automation.
• Fully autonomous resolutions (Enterprise), where tickets can be solved without human involvement.

Multichannel support and integrated chatbots

Kayako enables teams to manage customer inquiries across multiple channels, with smart chatbots to handle conversations instantly.

• Multiple customer channels (email, chat, social media) in one unified platform.
• Deploy multiple chatbots, tailored for different types of inquiries.
• Automatic audio transcription to process voice-based tickets (Enterprise).
• Multilingual content management to serve customers in their preferred language (Enterprise).

Integrations and customization for streamlined workflows

Kayako offers robust integration and customization options to adapt to existing support processes and tools.

• Full API access to connect Kayako with CRM, ERP, or internal platforms.
• Pre-built integrations to extend functionality (collaboration tools, databases, etc.).
• Custom branding (Enterprise) to personalize logos and interface for a seamless customer experience.

Analytics and reporting to monitor support performance

Kayako includes comprehensive analytics tools to track both human and AI-driven ticket resolution.

• Detailed reporting on ticket resolution rates and agent performance.
• Automated ticket summaries to help agents understand context quickly (Enterprise).
• Customizable dashboards to monitor real-time KPIs (CSAT, resolution rates, response times).

Pricing Plans

Essential

All the core features needed to start automating ticket resolution.

• Advanced ticketing system.
• Unlimited AI-suggested responses.
• Self-learning mode.
• Knowledge base audit.
• Multiple chatbots and customer channels.
• API and integrations.

👉 Suitable for teams looking to automate repetitive support tasks efficiently.

Enterprise

Full access to advanced AI features and customization.

• Everything in Essential, plus:
  • Fully autonomous resolutions.
  • Automated ticket summaries.
  • Audio file transcriptions.
  • Multilingual content support.
  • Advanced reporting and analytics.
  • Customizable branding.

👉 Best for large organizations or teams with complex support needs.

Appvizer's opinion

Kayako is a powerful solution for companies aiming to significantly reduce customer support workload by automating repetitive requests. Its AI engine not only suggests relevant answers but also learns from every interaction to improve future responses.

One of Kayako’s strongest points is its ability to manage multiple support channels (email, chat, voice) while maintaining a unified and consistent approach to customer service. For teams dealing with high ticket volumes, Enterprise’s fully autonomous resolution feature stands out as a way to handle simple cases without human intervention.

Kayako also offers:

• Smooth API integration, making it adaptable to existing support ecosystems.
• Excellent ROI through the reduction of handled tickets and operational cost savings.
• Comprehensive reporting to help support leaders track team and AI performance.

However, for companies that are looking for a purely collaborative helpdesk without automation focus, Kayako may be too AI-centric.

Recommended for:

• Support teams in e-commerce, SaaS, and FinTech managing high ticket volumes.
• International businesses needing multilingual support (Enterprise).
• Organizations looking to automate most of their customer service while focusing agents on complex issues.