Software profile

Kayako

A customer service help desk now sold as a single Kayako One plan that combines agent seats with per-resolution billing for its AI agent.

  • Per user, seat or unit
  • Cloud
  • AI features
  • Independent sources

by Kayako (ESW Capital)Customer Support SoftwareHelp desk with AI agent (SaaS)

Visit official website (external) ↗Compare productsExplore alternatives
  • Verified 13 Nov 2026Sources are dated on this profile
  • 2 sourcesLinked, typed and dated
  • Independent third-party sourcesHow this profile was compiled
  • Not an endorsementStack18 has not tested this product
Quick answer

What is Kayako?

Kayako is a customer support help desk that combines a shared inbox, live chat, help centre, SLAs and a unified customer history with an AI agent that resolves tickets, sold as a single Kayako One plan with usage-based charges for AI resolutions.

  • Best forTeams starting fresh with AI-first support
  • Team size fitSmall teams, Mid-size teams
  • PricingKayako One reported at $79 per agent a month plus $1 per AI resolution.
  • Main limitationPricing is described inconsistently and costs rise with AI volume.
  • AlternativesZendesk, Freshdesk, Help Scout, Zoho Desk · compare all

Reviewed by the Stack18 editorial team · Verified 13 Nov 2026 · 2 sources

Overview

Kayako overview: who it is for and what it does.

Kayako is one of the older help desks, now part of the ESW Capital portfolio. It brings email, chat, social and voice conversations into one view called SingleView, alongside a knowledge base and SLA management.

The product has pivoted toward AI. Its “Kay” AI agent can resolve repetitive tickets and take actions such as refunds through external APIs. Pricing is a single Kayako One plan; one 2026 analysis reports $79 per agent a month plus $1 for each fully AI-resolved ticket, while another describes $1 per AI resolution with no seat fees. Confirm the model with Kayako.

Reviewers credit the unified customer context and customisation. They also report a steep admin learning curve, lag at high volume, slow billing support and unannounced price rises for some long-term users. Both analyses come from competitors.

Main problem it solves

Gives support teams one inbox and customer history across channels, with an AI agent to resolve routine tickets.

Typical customer segment

Small and mid-size support teams, often in e-commerce and SaaS, handling repetitive tickets.

Target users

  • Support agents in a shared inbox
  • Support leads managing SLAs
  • Teams automating refunds and order queries with AI

Primary use cases

  • Email and live chat support
  • Help centre and self-service
  • AI resolution of repetitive tickets
  • SLA tracking
  • Unified customer history

What makes it distinct

  • Single plan with usage-based AI billing.
  • AI agent that can take actions through APIs.
  • SingleView unified customer timeline.
Key features

Kayako features explained.

Help desk

Shared inbox
Email, chat, social and voice in one queue.
SLAs and routing
SLA policies and assignment.
SingleView
Unified customer history across channels.

Self-service

Help centre
Knowledge base and help centres.
Live chat
Website messenger.
Customisation
Configurable views and fields.

AI

Kay AI agent
Resolves repetitive tickets autonomously.
Actions via APIs
Can trigger refunds and other actions.
Usage billing
Charged per AI resolution (reported).
Pricing

Kayako pricing and plans.

Figures reported by independent sources; vendor page not reviewed directly. Checked 13 Nov 2026 against Featurebase · eesel AI.

Pricing model

Single Kayako One plan; reported as per-agent seats plus a per-resolution fee for AI-resolved tickets.

Free plan

No

Free trial

Demo

Kayako plans and prices (USD)

  • Kayako One

    Reported $79 per agent a month plus $1 per AI-resolved ticket

    Monthly or annual (confirm)

    One analysis reports per-resolution billing with no seat fee.

Two 2026 analyses describe the pricing differently, and both are written by competitors. Ask Kayako for a written quote that covers agents, AI resolutions and any limits on brands or tickets.

Prices change. Confirm current plans and terms on the vendor's site before you decide.

Visit official website (external) ↗See alternatives
Integrations and compatibility

Kayako integrations, API and platforms.

Important integrations

  • E-commerce and billing APIs for AI actions
  • CRM integrations
  • Slack (reported)

Supported platforms

  • Web
  • iOS
  • Android

API

REST API.

Data import and export

Not reviewed for this profile.

The integration marketplace is smaller than Zendesk’s, per one review.

Strengths, limitations and best fit

Kayako pros and cons.

Strengths, limitations and best fit. Each point cites a source; editorial summaries are not customer reviews.

Strengths

  • Unified customer history across channels. [2]
  • AI agent can complete actions, not just answer questions. [2]
  • Single plan keeps packaging simple. [1]
  • Modern, customisable interface, per reviewers. [2]

Limitations

  • Pricing is described inconsistently and costs rise with AI volume. [1]
  • Steep admin learning curve and reported lag at high volume. [2]
  • Some users report unannounced price increases. [2]
  • Smaller integration marketplace than Zendesk. [2]

Best for

  • Teams starting fresh with AI-first support
  • E-commerce teams with repetitive, API-resolvable tickets
  • Moderate-volume support teams

May be less suited to

  • Teams that need predictable flat pricing
  • Large teams relying on a big app marketplace
How it compares

Kayako compared with similar customer support software.

Summaries come from each profile. This is a side-by-side aid, not a ranking.

ProductPricing modelFree planStarting priceBest for
KayakoPer user, seat or unitNoKayako One reported at $79 per agent a month plus $1 per AI resolution.Teams starting fresh with AI-first support
ZendeskPer user, seat or unitNoSupport Team reported at $19 per agent per month; Suite Team $55 (annual billing).Support teams that need ticketing plus omnichannel messaging
FreshdeskPer user, seat or unitYesFree Program for up to 2 agents (6 months); Growth reported at $19 per agent per month…Small and mid-size teams that want ticketing with automation at a low entry…
Help ScoutPer user, seat or unitYesFree plan for up to 5 users; Standard reported at $25 per user per month billed annually.Small email-first support teams
Zoho DeskPer user, seat or unitYesFree for up to three agents; paid plans reported from $7 per agent per month billed…Small and mid-sized support teams that want low per-agent pricing
ChatwootPer user, seat or unitYesFree Hacker plan (2 agents). Cloud paid plans per agent per month: Startups $19, Business…Startups and engineering-led teams that want an open-source support platform

Browse all Customer Support Software →

FAQ

Kayako questions and answers

What is Kayako used for?

Kayako is used for email and live chat support, help centre and self-service, AI resolution of repetitive tickets and SLA tracking.

Does Kayako have a free plan?

No. Kayako does not offer a permanent free plan in the sources reviewed. Free trial: Demo.

How much does Kayako cost?

Kayako One reported at $79 per agent a month plus $1 per AI resolution. Two 2026 analyses describe the pricing differently, and both are written by competitors.

What are the main alternatives to Kayako?

The main alternatives to Kayako covered on Stack18 are Zendesk, Freshdesk, Help Scout and Zoho Desk. Zendesk may suit support teams that need ticketing plus omnichannel messaging. Freshdesk may suit small and mid-size teams that want ticketing with automation at a low entry price. Help Scout may suit small email-first support teams. See the Kayako alternatives guide for a side-by-side table.

What integrations does Kayako support?

Documented integrations include E-commerce and billing APIs for AI actions, CRM integrations and Slack (reported). API: REST API.

What are the limitations of Kayako?

Pricing is described inconsistently and costs rise with AI volume. Steep admin learning curve and reported lag at high volume. Some users report unannounced price increases.

Which platforms does Kayako run on?

Kayako is documented as available on: Web, iOS, Android.

When was the Kayako profile last verified?

Sources for this profile were last reviewed on 13 Nov 2026. 2 sources are listed under Sources, and prices and plans can change, so confirm with the vendor.

Sources and freshness

Where this information comes from.

  1. Kayako Pricing 2026: Is It Worth It? Featurebase Third-party Accessed 13 Nov 2026
  2. Kayako customer service software review 2026 eesel AI Third-party Accessed 13 Nov 2026

Secondary-source profile. Vendor pages were not reviewed directly for this profile. Facts and prices are corroborated across independent third-party sources and may differ from the vendor's current pages. Confirm with the vendor before buying.

Plan names, prices and features were checked against the sources listed on 13 Nov 2026. Capabilities were not tested.

Stack18 has not tested this product or received anything from the vendor for this profile. Editorial summaries of vendor information are not endorsements. Confirm details with the vendor before buying.

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