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Kayako
Kayako · founded 2001
What it is
Kayako is a paid customer support platform from Kayako, founded in 2001, for businesses ranging from startups and Fortune 100 companies to charities and governments. Kay, its AI agent, reads tickets, drafts replies, takes actions, and can resolve cases automatically. Kayako One combines email, live chat, social, and voice in one shared queue, with a unified inbox, ticketing, knowledge base, live chat widget, automation rules, and reporting and analytics. Shared inboxes, SLA management, help center tools, ticket automation, and API access are listed capabilities. Kayako charges $1 only when Kay resolves an issue without human agent involvement; escalations and simple deflections do not count as resolutions. REST API access and real-time webhooks support custom integrations, alongside connections for Salesforce, Slack, Microsoft Teams, WhatsApp, Shopify, Stripe, Chargebee, Jira, GitHub, LaunchDarkly, and Zapier. Platforms include Android, iOS, web, and API.
For and against
For
- AI agent can resolve cases automatically
- Unified queue covers email, chat, social, and voice
- Includes ticketing, knowledge base, and automation
- REST API and real-time webhooks available
- Security controls include two-factor authentication and encryption
Against
- Paid pricing model
- Resolution charge applies when Kay resolves issues
The verdict
Kayako combines an AI agent with a broad support workspace and multiple integration paths. Its paid model and resolution-based charge should be considered when estimating support costs.
Who it suits
Kayako suits organizations needing shared customer-support workflows, AI-assisted resolution, and integrations. It may fit teams that want implementation help or to work alongside an existing help desk.
Plans and prices
Kay AI Agent
$1 per fully resolved issue · no charge for escalations or partial resolutions · no seat fees · no setup fees
Read 11 Oct 2026 · kayako.com
Kayako One
Full helpdesk platform · Kay AI agent at $1 per resolution · white-glove onboarding and setup
Read 11 Oct 2026 · kayako.com
On the record
- AI agent
- Kay reads tickets, drafts replies, takes actions, and can resolve cases automatically.kayako.com · read 11 Oct 2026
- API access
- Yeskayako.com · read 20 Sep 2026
- Channels
- Kayako One brings email, live chat, social, and voice into one shared queue.kayako.com · read 11 Oct 2026
- Company history
- Kayako says it started in 2001.kayako.com · read 11 Oct 2026
- Compliance
- Kayako says its core infrastructure is hosted at data facilities compliant with SOC 1, SOC 2, SOC 3, PCI DSS, ISO 27001, ISO 27017, ISO 27018, and Cloud Security Alliance standards.kayako.com · read 11 Oct 2026
- Custom integrations
- The integrations page says Kayako provides REST API access and real-time webhooks for custom integrations.kayako.com · read 11 Oct 2026
- Deployment
- Kayako says its team provides expert-led implementation and that most teams are live in days.kayako.com · read 11 Oct 2026
- Existing help desks
- Kay says it can work with Zendesk, Freshdesk, Intercom, Salesforce, or Kayako’s help desk without requiring migration.kayako.com · read 11 Oct 2026
- Help center
- Yeskayako.com · read 20 Sep 2026
- Help desk features
- Kayako One includes a unified inbox, ticketing system, knowledge base, live chat widget, automation rules, and reporting and analytics.kayako.com · read 11 Oct 2026
- Integrations
- Kayako lists Salesforce, Slack, Microsoft Teams, WhatsApp, Shopify, Stripe, Chargebee, Jira, GitHub, LaunchDarkly, and Zapier integrations.kayako.com · read 11 Oct 2026
- Intended users
- Kayako says it serves businesses from startups and Fortune 100 companies to charities and governments.kayako.com · read 11 Oct 2026
- Mobile
- Kayako has a mobile product page, and its site lists mobile among its product offerings.kayako.com · read 11 Oct 2026
- Product
- Kayako describes itself as an AI help desk and customer support platform.kayako.com · read 11 Oct 2026
- Resolution pricing
- Kayako charges $1 only when Kay resolves an issue without human agent involvement; escalations and simple deflections do not count as resolutions.kayako.com · read 11 Oct 2026
- Security
- Kayako’s security page describes single sign-in, two-factor authentication, role-based access restrictions, IP restrictions, HTTPS/TLS encryption, backups, and DDoS mitigation.kayako.com · read 11 Oct 2026
- Shared inbox
- Yeskayako.com · read 20 Sep 2026
- SLA management
- Yeskayako.com · read 20 Sep 2026
