Freshservice vs Zoho Desk vs Kayako
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
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
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
Pricing
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Zoho Desk
- Zoho Desk Standard $14
- Zoho Desk Professional $23
- Zoho Desk Enterprise $40
—
- Free trial
Kayako
- Kayako Growth $39
- Kayako Scale $99
- Kayako Enterprise $100
—
- Free trial
Feature comparison
Freshservice
7.1/10
- 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
- Email signatures
- Light Agents
- Macros
- Restricted conversation views
- Essentials Card
- Responsive, mobile-friendly Help Center
6.7/10
- Linked tickets
- Parent-child ticketing
- Collaboration
10/10
- Asset Relationship Mapping
- ITSM Process Integration
6.4/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer 360
- Satisfaction Prediction
- Customer journey
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
7.3/10
- 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
10/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
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
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
5/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- SEO
- Internal Help Center
8/10
- 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
- Endpoints
- HubSpot Integration
- Email integration with Outlook
0.5/10
- MSP
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
6/10
- 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
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Performance distribution
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
- Advanced Insights
- Zendesk Benchmark
7.6/10
- 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
- Custom email servers
- Field-Level Access Control
- SSL encryption
- Two-Factor Authentication
- Digitally signed emails (DKIM/DMARC)
3.6/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Multibrand Support
- Phone Support (in English)
- Professional Services
- Twitter
- Customer Success Manager
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
- Split tickets
- Ticket export
8.2/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Zoho Desk
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
- Email signatures
- Light Agents
- Macros
- Restricted conversation views
- Essentials Card
- Responsive, mobile-friendly Help Center
3.3/10
- Linked tickets
- Parent-child ticketing
- Collaboration
0/10
- Asset Relationship Mapping
- ITSM Process Integration
9.1/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer 360
- Satisfaction Prediction
- Customer journey
10/10
- 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
9.1/10
- 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
3.3/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
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)
- FreshThemes gallery
8/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- SEO
- Internal Help Center
8.7/10
- 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
- Endpoints
- HubSpot Integration
- Email integration with Outlook
7.9/10
- MSP
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
7.5/10
- 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
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Performance distribution
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
- Advanced Insights
- Zendesk Benchmark
8/10
- 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
- Custom email servers
- Field-Level Access Control
- SSL encryption
- Two-Factor Authentication
- Digitally signed emails (DKIM/DMARC)
9.3/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Multibrand Support
- Phone Support (in English)
- Professional Services
- Twitter
- Customer Success Manager
9.4/10
- 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
- Split tickets
- Ticket export
7.3/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Facebook in-sync app
Kayako
7.9/10
- 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
- Email signatures
- Light Agents
- Macros
- Restricted conversation views
- Essentials Card
- Responsive, mobile-friendly Help Center
3.3/10
- Linked tickets
- Parent-child ticketing
- Collaboration
0/10
- Asset Relationship Mapping
- ITSM Process Integration
8.2/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer 360
- Satisfaction Prediction
- Customer journey
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
8.2/10
- 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
3.3/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
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
8.6/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
7/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- SEO
- Internal Help Center
6.7/10
- 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
- Endpoints
- HubSpot Integration
- Email integration with Outlook
2.1/10
- MSP
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
4.5/10
- 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
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Performance distribution
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
- Advanced Insights
- Zendesk Benchmark
8.4/10
- 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
- Custom email servers
- Field-Level Access Control
- SSL encryption
- Two-Factor Authentication
- Digitally signed emails (DKIM/DMARC)
6.4/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Multibrand Support
- Phone Support (in English)
- Professional Services
- Twitter
- Customer Success Manager
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
- Split tickets
- Ticket export
4.5/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- 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...
Zoho Desk
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...
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.