Features include email management, live chat, ticket management, shared inboxes, and a customer portal to enhance communication and service responses.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
Kayako advertises ticket management, allowing creation of new support tickets by staff and clients. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Ticket assignment is a function within Kayako’s helpdesk—tickets are routed to appropriate agents/manually assigned. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Kayako supports ticket prioritization based on severity, as per their workflow features. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Ticket categorization is possible in Kayako by issue type (shown in product documentation). | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Ticket status tracking (open, in progress, etc.) is core to Kayako’s ticket management. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Documented feature to edit/update multiple tickets at once in admin view—Bulk ticket editing is supported. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom fields for tickets are supported, as per Kayako documentation. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Kayako allows merging and splitting tickets, as described in their support articles. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Ticket templates are a supported feature for common issues. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated ticket routing (rules, triggers) is available with Kayako automations. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment support is core for support tickets; documentation shows file attachments on tickets. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated notifications/alerts for ticket updates are standard (email, UI notifications). | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Kayako maintains complete audit logs for ticket activity. |
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Email Integration Two-way ticket communication via email. |
Two-way ticket communication via email is a fundamental Kayako feature. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Kayako offers real-time chat with agents embedded in the platform. | |
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SMS Notifications Notification and response support via SMS. |
SMS notifications and responses are supported via Kayako integrations. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
No information available | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Kayako integrates with Twitter, Facebook and other social channels for support. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses using triggers and macros are standard. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multi-language support is offered for client communications and agent interface. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Kayako offers a client-facing portal for submitting and tracking tickets. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Customer satisfaction surveys and client feedback collection available as survey tools. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
Service Level Agreement (SLA) tracking and alerts are standard features. |
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CRM Integration Direct integration with customer relationship management systems. |
CRM integrations available (Salesforce, HubSpot, etc.) in documentation. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Publicly documented REST API access for custom integrations. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks are supported for real-time event notifications. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Documentation shows knowledge base integration for internal/external use. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
SSO/Active Directory integration features available. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
No information available | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
No information available | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
No information available |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment and routing available, based on defined rules. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows can be created for different ticket types and processes. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
One-click macro/template actions supported for common responses. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules (SLA breach, priority escalation) available. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic reminders and deadlines enforce SLAs in Kayako. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Kayako detects and flags duplicate tickets using ticket attributes. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions (notifications, auto-updates) can be set in workflow. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows for tickets/actions supported in business plans. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminders and notifications configurable via workflow automations. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Automatic workload balancing for team queues supported. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Live dashboards for tickets, SLAs, response times included. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder available to create reports from ticket data. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Reports can be exported to CSV, Excel, PDF. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Kayako allows for scheduled and recurring reporting via email. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance metrics such as ticket closure and first response tracked. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Kayako provides client satisfaction tracking (CSAT) as survey feature. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis of tickets and categories is a reporting feature. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
Data is encrypted at rest and in-transit (TLS/SSL, stated in security page). | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based permissions and access controls for agents/admins. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Comprehensive audit logging for system actions and user activity. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Kayako states compliance with GDPR; CCPA support via privacy tools. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Configurable data retention and purging is possible in settings. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication available for user access. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting is an admin security feature per Kayako documentation. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Automatic session timeouts available; configure in security settings. | |
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Data Masking Sensitive client info is masked in UI and exports. |
No information available | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
No information available |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive design: client/admin portals work across devices. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Users can personalize some dashboard modules and layouts. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions (close, reassign, etc.) available in mass update view. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts available for navigation/productivity. | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode available for agent interface. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Accessibility features (screen readers, contrast, etc.) are built in, partially WCAG-compliant. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across tickets/clients/knowledge base available. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
Navigation is widely regarded as intuitive with minimal steps. | |
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Notification Center Centralized alert and reminder system for all events. |
Notification center consolidates alerts and reminders for all events. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base for agents/clients is standard. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered article suggestions shown in help documentation. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Clients have self-service portal for solutions and ticket submission. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums available for peer-to-peer support. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Knowledge base usage analytics available for articles. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Article feedback (ratings/comments) for knowledge base is supported. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version control/rollback supported for articles. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base provided in multiple major languages. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom logo/colors for branding is configurable in admin settings. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain support for client portal is available. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Email notification templates are customizable for compliance/branding. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields are supported. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-label features in advanced plans. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows for brokerage processes — supported. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization of date, language, time settings present. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Cloud/SaaS deployment is the main model for Kayako. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
Not as far as we are aware.* On-premise is not generally offered by Kayako (primarily SaaS solution). | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Platform is deployed across multiple data centers for failover/redundancy. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Kayako has a documented disaster recovery plan as part of its security certifications. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
System is horizontally scalable; performance described as supporting expansion. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Kayako apps exist for iOS and Android for agents and clients. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Scheduled maintenance windows/alerts provided. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support offered on higher tier plans. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account managers for enterprise plans. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation assistance provided as part of professional services. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training and onboarding materials available online and via webinars. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration assistance for transitioning from legacy systems is provided. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development available by contacting sales for enterprise clients. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Comprehensive help center and documentation available for all users. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community support forums for users and developers are available. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
SLAs for response, uptime, and support provided, especially for enterprise clients. |
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