Directory IT Service ManagementITSM PlatformsKayako

Kayako

About Kayako

Kayako is an AI Help Desk Platform that handles customer support tickets and responses. It is implemented by Kayako's team.

How to evaluate ITSM Platforms

CIOPages Research Team evaluation framework for this category — not an assessment of Kayako. From our Enterprise Service Management (ESM) buyer guide.

25%

ITSM Core

Incident, problem, change, request management; ITIL 4 alignment; CMDB accuracy; SLA/XLA tracking

20%

Enterprise Workflow

Non-IT service catalogs (HR, Facilities, Legal), low-code workflow builder, cross-department orchestration

20%

AI & Automation

AI virtual agents, auto-classification, predictive intelligence, knowledge recommendations, generative AI

15%

Self-Service & Experience

Service portal, mobile app, conversational interface (Teams/Slack), employee experience metrics

10%

Integration & Platform

API-first architecture, iPaaS connectors, ITOM integration, observability tool integration, SSO/SCIM

10%

Reporting & Analytics

Real-time dashboards, custom reports, trend analysis, executive scorecards, benchmarking data

Other ITSM Platforms Vendors

Related Buyer Guides

Independent evaluation frameworks for this category.

CMDB & IT Discovery

Compare ServiceNow, BMC Helix, Device42, Flexera, Atlassian Assets, and ManageEngine — judged on discovery coverage, reconciliation, and service mapping, not the schema everyone ships.

Digital Workplace & Employee Experience

Compare Microsoft Viva, Staffbase, Simpplr, Unily, LumApps, Firstup, Workvivo, and Interact — with the suite-native-vs-dedicated-DEX call, and whether you can actually reach the frontline, as the deciding criterion.

Unified Endpoint Management (UEM)

Evaluate Microsoft Intune, Omnissa Workspace ONE, Ivanti, Jamf, ManageEngine, IBM MaaS360, and SOTI against your full device estate — where the win is on the macOS, mobile, and rugged long tail, not the Windows fleet every vendor handles.

This profile was compiled by CIOPages from public sources with AI assistance, and may be incomplete or out of date. It is informational only and not an endorsement. Represent this vendor? Claim this listing or .