Kayako vs Freshdesk vs Salesforce Service Cloud

Kayako Logo

Kayako

5 reviews
Freshdesk Logo

Freshdesk

7 reviews
Salesforce Service Cloud Logo

Salesforce Service Cloud

4 reviews
description

Overview

Kayako Logo 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
Freshdesk Logo Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
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 Logo 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
attach_money

Pricing

Kayako Logo Kayako
  • Kayako Growth $39
  • Kayako Scale $99
  • Kayako Enterprise $100
  • Free trial
Freshdesk Logo Freshdesk
  • Freshdesk Sprout $0
  • Freshdesk Blossom $15
  • Freshdesk Estate $49
  • Freshdesk Forest $79
  • Free trial
Salesforce Service Cloud Logo 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
featured_video

Feature comparison

Kayako Logo Kayako

6.3/10
  • 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
  • Add reminders on to-dos
  • Auto Bcc
  • Contextual Workspaces
  • Edit/hide threads
  • Email signatures
  • Session replay
  • Shared canned responses
  • Skills-based routing
  • Summary app
  • To-dos
  • Traffic cop

2.5/10
  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

6.9/10
  • 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 segments
  • Identify contacts using external ID
  • Customer Lists

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
  • Auto reply
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment

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

4/10
  • Auto-suggest Solutions
  • Multiple SLA Policies
  • Form templates
  • Task Management
  • Approval Workflows

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
  • SEO
  • 301 Redirection
  • Article Versioning

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

4.4/10
  • Branding removal
  • Live chat proactive engagement rules
  • Shared organizations
  • Two-way email processing
  • Data Storage Per User
  • Documents
  • File storage per User
  • Omni-Channel Supervisor
  • Sequence queues

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
  • Agent Dashboard (Agent Scorecard)
  • Overview dashboard
  • Save reports
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends

8.4/10
  • 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
  • Custom email servers
  • Single sign on with SAML
  • Field-Level Access Control

7.5/10
  • Calling
  • Customer Success Manager
  • Email Support
  • Facebook
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • SDK
  • Twitter
  • Chat Support (in English)
  • Support Bot
  • Web Widget

6/10
  • 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
  • Annotated image attachments
  • Assume identity
  • Sort ticket conversations
  • Split tickets
  • Ticket export
  • Ticket templates
  • Undo send
  • Watch tickets

5/10
  • Backup
  • Community forums
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Announcements
  • Automatic sitemap generation
  • Facebook in-sync app
  • Voicemail integration
  • Multiple currencies

0/10
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • Purchase Order (PO) Management
  • Warranty Information
Freshdesk Logo Freshdesk

9/10
  • 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
  • Add reminders on to-dos
  • Auto Bcc
  • Contextual Workspaces
  • Edit/hide threads
  • Email signatures
  • Session replay
  • Shared canned responses
  • Skills-based routing
  • Summary app
  • To-dos
  • Traffic cop

10/10
  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

9.2/10
  • 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 segments
  • Identify contacts using external ID
  • Customer Lists

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
  • Auto reply
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment

9.2/10
  • 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

8/10
  • Auto-suggest Solutions
  • Multiple SLA Policies
  • Form templates
  • Task Management
  • Approval Workflows

10/10
  • Branding removal (email)
  • Branding removal (Help Center)
  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • Public portal customization
  • FreshThemes gallery

6/10
  • Community forums
  • Help Center insights
  • Internal Help Center
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • Unlimited data
  • SEO
  • 301 Redirection
  • Article Versioning

8.8/10
  • 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

0/10
  • Branding removal
  • Live chat proactive engagement rules
  • Shared organizations
  • Two-way email processing
  • Data Storage Per User
  • Documents
  • File storage per User
  • Omni-Channel Supervisor
  • Sequence queues

8.9/10
  • Advanced Insights
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Performance distribution
  • Schedule Data Export
  • Zendesk Benchmark
  • Agent Dashboard (Agent Scorecard)
  • Overview dashboard
  • Save reports
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends

7.2/10
  • 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
  • Custom email servers
  • Single sign on with SAML
  • Field-Level Access Control

9.2/10
  • Calling
  • Customer Success Manager
  • Email Support
  • Facebook
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • SDK
  • Twitter
  • Chat Support (in English)
  • Support Bot
  • Web Widget

10/10
  • 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
  • Annotated image attachments
  • Assume identity
  • Sort ticket conversations
  • Split tickets
  • Ticket export
  • Ticket templates
  • Undo send
  • Watch tickets

9/10
  • Backup
  • Community forums
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Announcements
  • Automatic sitemap generation
  • Facebook in-sync app
  • Voicemail integration
  • Multiple currencies

0/10
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • Purchase Order (PO) Management
  • Warranty Information
Salesforce Service Cloud Logo Salesforce Service Cloud

5.7/10
  • 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
  • Add reminders on to-dos
  • Auto Bcc
  • Contextual Workspaces
  • Edit/hide threads
  • Email signatures
  • Session replay
  • Shared canned responses
  • Skills-based routing
  • Summary app
  • To-dos
  • Traffic cop

7.5/10
  • Collaboration
  • Contextual collaboration with Freshconnect
  • Linked tickets
  • Parent-child ticketing

7.7/10
  • 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 segments
  • Identify contacts using external ID
  • Customer Lists

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
  • Auto reply
  • Multi-task workflows with one-touch Scenarios
  • Round robin ticket assignment

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

8/10
  • Auto-suggest Solutions
  • Multiple SLA Policies
  • Form templates
  • Task Management
  • Approval Workflows

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
  • SEO
  • 301 Redirection
  • Article Versioning

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

5.6/10
  • Branding removal
  • Live chat proactive engagement rules
  • Shared organizations
  • Two-way email processing
  • Data Storage Per User
  • Documents
  • File storage per User
  • Omni-Channel Supervisor
  • Sequence queues

6.1/10
  • Advanced Insights
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Performance distribution
  • Schedule Data Export
  • Zendesk Benchmark
  • Agent Dashboard (Agent Scorecard)
  • Overview dashboard
  • Save reports
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends

8.4/10
  • 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
  • Custom email servers
  • Single sign on with SAML
  • Field-Level Access Control

8.3/10
  • Calling
  • Customer Success Manager
  • Email Support
  • Facebook
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • SDK
  • Twitter
  • Chat Support (in English)
  • Support Bot
  • Web Widget

5/10
  • 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
  • Annotated image attachments
  • Assume identity
  • Sort ticket conversations
  • Split tickets
  • Ticket export
  • Ticket templates
  • Undo send
  • Watch tickets

7/10
  • Backup
  • Community forums
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Announcements
  • Automatic sitemap generation
  • Facebook in-sync app
  • Voicemail integration
  • Multiple currencies

10/10
  • Asset Lifecycle Management
  • Contract Management
  • IT Inventory Management
  • Managed Assets
  • Purchase Order (PO) Management
  • Warranty Information
reviews

Reviews

Kayako Logo 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...
Review avatar of Amit
5 of 5
It covers different handling activities, like ticketing, problem and complaint handling. If something is missing, it can be easily fill...
Review avatar of Christian M.
5 of 5
We used another helpdesk before Kayako. Kayako is very serious, but the prices could be better.
Review avatar of Rodrigo C.
Freshdesk Logo Freshdesk
4 of 5
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
Review avatar of Maria C
4 of 5
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
Review avatar of Katherine M
5 of 5
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...
Review avatar of Antonio P
Salesforce Service Cloud Logo Salesforce Service Cloud
4 of 5
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
Review avatar of Lynette
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 ...
Review avatar of Stephanie Chapman
5 of 5
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
Review avatar of Paulette