Freshservice vs Kayako vs Zendesk
Overview
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
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
Zendesk
Zendesk is the industry-leading customer service solution that equips you to deliver quality customer service. It covers nearly every business aspect: from managing a help desk to ...the IT service with ITSM best practices. Its varied functionality comes in a product line: Zendesk for sales, Zendesk for service, and Sunshine Platform.
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
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Kayako
- Kayako Growth $39
- Kayako Scale $99
- Kayako Enterprise $100
-
—
- Free trial
Zendesk
- Support Team $19
- Support Professional $55
- Support Enterprise $115
-
—
- Free trial
Feature comparison
Freshservice
6.1/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Canned forms
- Essentials Card
- Light Agents
- Macros
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Contextual Workspaces
- Email scheduling
- Guided Mode
- Interaction History (Ticket activities)
- Skills-based routing
6.7/10
- Linked tickets
- Parent-child ticketing
- Collaboration
10/10
- Asset Relationship Mapping
- ITSM Process Integration
4.7/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer journey
- Contact Form
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
6.7/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- SLA reporting
- Ticket sharing
- Premium Sandbox
8.6/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
10/10
- 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
10/10
- Change Management
- Problem Management
- Release Management
6.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
6.3/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- SEO
7.5/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Custom objects
2/10
- MSP
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
5.7/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Performance distribution
- Zendesk Benchmark
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
7.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- 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 with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- SSL encryption
- Two-Factor Authentication
- Agent device management
- Automatic redaction
- Email compliance archive
3.6/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Customer Success Manager
- Email Support
- Facebook
- Multibrand Support
- Phone Support (in English)
- Twitter
- Chat Support (in English)
- Guidance Program
- Professional Services
8.1/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Outgoing SMTP settings
- Assume identity
- Ticket export
7.5/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Date comparisons
- Facebook in-sync app
Kayako
6.8/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Canned forms
- Essentials Card
- Light Agents
- Macros
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Contextual Workspaces
- Email scheduling
- Guided Mode
- Interaction History (Ticket activities)
- Skills-based routing
3.3/10
- Linked tickets
- Parent-child ticketing
- Collaboration
0/10
- Asset Relationship Mapping
- ITSM Process Integration
6/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer journey
- Contact Form
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
6.7/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
7.5/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- SLA reporting
- Ticket sharing
- Premium Sandbox
2.9/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
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
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
8.8/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- SEO
6.3/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Custom objects
8/10
- MSP
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
4.3/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Performance distribution
- Zendesk Benchmark
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
8.1/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- 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 with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- SSL encryption
- Two-Factor Authentication
- Agent device management
- Automatic redaction
- Email compliance archive
6.4/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Customer Success Manager
- Email Support
- Facebook
- Multibrand Support
- Phone Support (in English)
- Twitter
- Chat Support (in English)
- Guidance Program
- Professional Services
7.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Outgoing SMTP settings
- Assume identity
- Ticket export
4.2/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Date comparisons
- Facebook in-sync app
Zendesk
7.5/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Canned forms
- Essentials Card
- Light Agents
- Macros
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Contextual Workspaces
- Email scheduling
- Guided Mode
- Interaction History (Ticket activities)
- Skills-based routing
3.3/10
- Linked tickets
- Parent-child ticketing
- Collaboration
0/10
- Asset Relationship Mapping
- ITSM Process Integration
9.3/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer journey
- Contact Form
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
8.9/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
9.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- SLA reporting
- Ticket sharing
- Premium Sandbox
4.3/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
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
3.3/10
- Change Management
- Problem Management
- Release Management
6.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
8.8/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- SEO
9.4/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Custom objects
0/10
- MSP
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
9.5/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Performance distribution
- Zendesk Benchmark
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
9.6/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- 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 with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- SSL encryption
- Two-Factor Authentication
- Agent device management
- Automatic redaction
- Email compliance archive
8.6/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Customer Success Manager
- Email Support
- Facebook
- Multibrand Support
- Phone Support (in English)
- Twitter
- Chat Support (in English)
- Guidance Program
- Professional Services
7.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Outgoing SMTP settings
- Assume identity
- Ticket export
6.7/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Date comparisons
- Facebook in-sync app
Reviews
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...
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.
Zendesk
5 of 5
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5
Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer sati...