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Deliver better customer support more efficiently with Kayako Case. Solve email headaches, collaborate on support tickets and track everything with a business-grade helpdesk solution.
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Kayako Case is the leading web-based ticketed support desk solution. Organizations of all sizes use Kayako to track and deliver excellent customer support over the web, email and self-service.
Packing intelligent automation tools like email filters and business rules, a Kayako helpdesk will take care of the sorting, routing and even prioritizing of tickets while your team can spend more time on the customer.
Fully customizable and agile, ready to scale.
Kayako is your collaborative inbox. No more lost emails or forgotten CCs. Receive tickets through your helpdesk, email and website.
Provide quicker resolutions by automatically routing and prioritizing tickets using departments, email and escalation rules.
Kayako doesn't skimp on features. Enforce SLAs, construct workflows and monitor performance with custom-made reports.
Build a knowledgebase and Kayako will automatically suggest answers and relevant articles to your customers and agents as they type out their query or reply.
Use customer satisfaction surveys and knowledgebase ratings to measure performance and generate reports to identify areas for improvement.
Rich APIs, a developer network, access to source code, tutorials and an active community will help you quickly extend and integrate your helpdesk with other apps and services.
"The relative small cost of this software pales in comparison to the rise in efficiency of our helpdesk team."- Jeremy Jee, RSPCA, Australia More from our customers
Your Kayako helpdesk is a collaborative inbox. Tickets can be created and updated by email, using the helpdesk, your website or via the API. Ticket views are customizable and changeable on-the-fly, showing you only the information relevant at that time.
Powerful automation tools can help you filter, sort, assign and prioritize incoming support requests. Route tickets using email rules, and even train your helpdesk to automatically categorize incoming queries (such as 'Sales query' or 'Parts request').
Receive feedback from your best critics using satisfaction surveys. Use customizable Ratings to monitor individual metrics relevant to your organization, and get an overview of helpdesk performance using Kayako's powerful drag-and-drop report builder.
Collaborate on support tickets more effectively with ticket notes, tags, owners and watchers. Your personal inbox is just a click away, along with custom ticket filters and views. Monitor support performance with SLAs and escalation rules.
Ticket macros are canned (predefined) responses on steroids. As well as configuring a canned message, your agents can have a macro set various ticket properties (like a department, priority or assignment change). The reply can be edited before being sent out, so multiple macros can be used to speed up work.
Build a rich knowledgebase and create step-by-step troubleshooters. Relevant knowledgebase articles are automatically suggested to your customers as they type out a query and to your agents as they handle a ticket. Kayako actively encourages your agents to save ticket resolutions to the knowledgebase for use later.
Kayako has been designed to enable your business to scale gracefully, without any helpdesk growing pains. Most areas are customizable, including the look and feel, departments, ticket priorities, ticket statuses. Add custom fields to collect important information, such as order numbers to tickets, users profiles and more.
Your customers will find your Kayako helpdesk easy to use and a pleasure to interact with. Manage relationships as well as customers by infusing CRM into your support delivery with detailed customer profiles, avatars and organization groupings for complete and consolidated support histories.