Kayako vs Freshservice
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
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
Feature comparison
Kayako
8.3/10
- 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
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
10/10
- 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
7.5/10
- 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
8.2/10
- 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
3.3/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
10/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
6.7/10
- 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)
8/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- MSP
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
9.1/10
- 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
8.2/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
8.6/10
- 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
- Ticket templates
- Watch tickets
5.6/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Project Management
- Voicemail integration
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
0/10
- Change Management
- Problem Management
- Release Management
Freshservice
7.4/10
- 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
6.7/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.8/10
- 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
10/10
- 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
7.3/10
- 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
10/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Service Catalog
- Task Management
6.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
7.1/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
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)
2/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- MSP
8/10
- 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
8.3/10
- 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
4.5/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
9.3/10
- 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
10/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Multiple currencies
- Project Management
- Voicemail integration
10/10
- Asset Relationship Mapping
- ITSM Process Integration
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
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...