Snapshot
Continue to About ↓- What it does
- Kayako is a customer-support help desk platform with an embedded AI agent, Kay, that triages tickets, drafts and sends replies, and takes actions in connected systems such as issuing refunds or updating account data to resolve cases without a human agent.
More detail
- It can also layer Kay onto an existing help desk (Zendesk, Freshdesk, Intercom, Salesforce) without migration.
- Best for
- Support teams with high volumes of repetitive, action-oriented tickets (order lookups, refunds, exchanges, account updates) who want an AI agent layered onto an existing help desk or a full help desk platform deployed with vendor-led onboarding.
- Pricing
- AI agent Kay is priced at $1 per resolved ticket, with no seat fees and no setup fees stated.
More detail
- A resolution counts only when Kay solves the issue without human agent involvement, either by taking action or by giving an answer the customer confirms
- escalations to humans and simple deflections are not
- Main limitation
- Buyers seeking published, transparent platform subscription pricing, since the Kayako One platform fee is not disclosed and must be quoted.
More detail
- Also a weak fit for teams without meaningful ticket volume where per-resolution pricing offers little leverage.
- Record
- Living and monitored
- Reviewed
- Evidence
- Public web research
- Machine access
- Structured profile ↗
About
- Kayako is a customer-support help desk platform with an embedded AI agent, Kay, that triages tickets, drafts and sends replies, and takes actions in connected systems such as issuing refunds or updating account data to resolve cases without a human agent.
- It can also layer Kay onto an existing help desk (Zendesk, Freshdesk, Intercom, Salesforce) without migration.
What it helps with
- Rising ticket volume driving agent headcount and support cost growth
- Institutional knowledge lost when experienced support agents leave
- AI pilots that fail because generic models are untrained on the customer's tickets and tone
- Open backlogs and slow first-response and resolution times
- Repetitive action requests (refunds, exchanges, address changes, account updates) consuming agent time
Capabilities
A practical view of what is available and where limitations apply.
| Offering | Available | Detail |
|---|---|---|
| AI agent that resolves tickets end-to-end | Yes | Kay can triage, draft replies, create users, issue refunds, update data and close cases, per vendor. |
| Works on top of existing help desks | Yes | Vendor states Kay runs on Zendesk, Freshdesk, Intercom or Salesforce with no migration; also runs on Kayako's own desk. |
| Omnichannel shared inbox | Yes | Email, live chat, social and voice in one queue on the Kayako One platform. |
| Knowledge base with semantic search | Yes | Native help center that also supplies source material for Kay. |
| No-code workflow automation | Yes | Route, assign and escalate with rules built by the team. |
| Analytics and SLA management | Yes | Tracks first contact resolution, resolution time, cost per ticket and SLA health. |
| Connections to business systems via API | Yes | Named integrations include Slack, Stripe, Shopify, Zendesk, Salesforce, Twilio and HubSpot; vendor states any system with an API can be used. |
| Security and compliance certifications | Limited | Vendor claims SOC 2 Type II, GDPR, SSO/SAML, role-based access, audit logs, 2FA and IP restrictions; hosting facilities are stated to be SOC/PCI DSS/ISO compliant. Independent verification not performed. |
| Published platform subscription price | Unknown | The Kayako One base fee is not shown on the reviewed pricing page and must be quoted. |
| Usage minimums or committed volume terms | Unknown | Not disclosed on the reviewed pages. |
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Evidence
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- Verification
- Scribble researched these facts from the linked public sources.
- The owner has not manually confirmed every field.
- Last reviewed
- Primary source
- kayako.com
Technical profile details
Record ID
114cbc28-4ef8-4fcb-9b3b-d47a922fb049Canonical URLhttps://profiles.scribble.network/listing/kayako-114cbc28