Kayako vs Freshservice vs Salesforce Service Cloud
Overview
Kayako
Kayako offers cloud and on-premise solutions to 50 000 organizations around the world. The company bests competitors at putting all the merry bunch of chat, ticketing system, email..., calls, and even the self-service support in one place. While organizing unnecessary stuff they make a go for enabling stellar services without a hustle. Here, we refer to automating routines to create space for sophisticated things.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Freshservice
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Kayako
- Kayako Growth $39
- Kayako Scale $99
- Kayako Enterprise $100
-
—
- Free trial
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Pro Suite $100
- Salesforce Service Cloud Unlimited $330
- Free trial
Feature comparison
Kayako
7.3/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Dynamic content
- Essentials Card
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Auto Bcc
- Edit/hide threads
- Shared canned responses
- Traffic cop
- Contextual Workspaces
- Email signatures
- Skills-based routing
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.5/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer Lists
- Identify contacts using external ID
6.7/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Auto reply
7.5/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Dynamic ticket forms
- Sandbox test environment
- Premium Sandbox
2.9/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
- Form templates
8.6/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
7/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- SEO
6.3/10
- API rate limit
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Integration with Atlassian Jira
- Private custom apps
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integrations
- Public apps (Marketplace)
- Custom objects
4/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- MSP
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
5.6/10
- Advanced Insights
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Schedule Data Export
- Zendesk Benchmark
- Overview dashboard
- Save reports
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Agent Dashboard (Agent Scorecard)
8.8/10
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Ability to configure for HIPAA
- Single sign on with SAML
- Field-Level Access Control
8.2/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
8/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Time tracking
- Ticket templates
- Watch tickets
- Ticket export
5/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Project Management
- Voicemail integration
- Automatic sitemap generation
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
Freshservice
6.5/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Dynamic content
- Essentials Card
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Auto Bcc
- Edit/hide threads
- Shared canned responses
- Traffic cop
- Contextual Workspaces
- Email signatures
- Skills-based routing
6.7/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.8/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer Lists
- Identify contacts using external ID
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Auto reply
6.7/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Dynamic ticket forms
- Sandbox test environment
- Premium Sandbox
8.6/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
- Form templates
5.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
5/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- SEO
7.5/10
- API rate limit
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Integration with Atlassian Jira
- Private custom apps
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integrations
- Public apps (Marketplace)
- Custom objects
1/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- MSP
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
7.5/10
- Advanced Insights
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Schedule Data Export
- Zendesk Benchmark
- Overview dashboard
- Save reports
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Agent Dashboard (Agent Scorecard)
7.9/10
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Ability to configure for HIPAA
- Single sign on with SAML
- Field-Level Access Control
4.5/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
8.7/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Time tracking
- Ticket templates
- Watch tickets
- Ticket export
9/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Project Management
- Voicemail integration
- Automatic sitemap generation
10/10
- Asset Relationship Mapping
- ITSM Process Integration
9.1/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
Salesforce Service Cloud
6.5/10
- Agent collision prevention
- Bulk actions
- Canned forms
- Custom & Group Views
- Dynamic content
- Essentials Card
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Auto Bcc
- Edit/hide threads
- Shared canned responses
- Traffic cop
- Contextual Workspaces
- Email signatures
- Skills-based routing
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
8.3/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer Lists
- Identify contacts using external ID
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Auto reply
8.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Dynamic ticket forms
- Sandbox test environment
- Premium Sandbox
5.7/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
- Form templates
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
9/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- SEO
7.5/10
- API rate limit
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Integration with Atlassian Jira
- Private custom apps
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integrations
- Public apps (Marketplace)
- Custom objects
5/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- MSP
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
6.9/10
- Advanced Insights
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Schedule Data Export
- Zendesk Benchmark
- Overview dashboard
- Save reports
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Agent Dashboard (Agent Scorecard)
8.8/10
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Ability to configure for HIPAA
- Single sign on with SAML
- Field-Level Access Control
9.1/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
6.7/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Time tracking
- Ticket templates
- Watch tickets
- Ticket export
7/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Project Management
- Voicemail integration
- Automatic sitemap generation
0/10
- Asset Relationship Mapping
- ITSM Process Integration
5.5/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
Reviews
Kayako
4 of 5
Good overall experience. Kayako's customer support team is amiable. Yet, they need to think through their price policy from the custome...
5 of 5
It covers different handling activities, like ticketing, problem and complaint handling. If something is missing, it can be easily fill...
5 of 5
We used another helpdesk before Kayako. Kayako is very serious, but the prices could be better.
Freshservice
5 of 5
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
Salesforce Service Cloud
4 of 5
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...