Kayako vs Help Scout vs Jira Service Management
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
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
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
Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
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
Help Scout
- Help Scout Standard $22
- Help Scout Plus $44
- Help Scout Pro $65
- Free trial
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
- Free trial
Feature comparison
Kayako
7.6/10
- 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
- Email signatures
- Interaction History (Ticket activities)
- Shared canned responses
- Traffic cop
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
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
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
- Auto reply
- Multi-task workflows with one-touch Scenarios
9/10
- 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
4/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Task Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
7.8/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- 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
- Google Apps (G Suite)
- Integrations
- Custom objects
- Gamification
- Public apps (Marketplace)
4.4/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Goals
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
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
8.1/10
- 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
- Independently Tested
- Single sign on with SAML
- Field-Level Access Control
- User provisioning
9/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- 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 export
- Watch tickets
4.2/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Date comparisons
- Voicemail integration
- Agent Limit
- Announcements
- Facebook in-sync app
- Project Management
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Change Management
- Problem Management
Help Scout
7.2/10
- 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
- Email signatures
- Interaction History (Ticket activities)
- Shared canned responses
- Traffic cop
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
6/10
- 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
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
- Auto reply
- Multi-task workflows with one-touch Scenarios
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
2/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Task Management
8.3/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
7.8/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- SEO
6.9/10
- 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
- Google Apps (G Suite)
- Integrations
- Custom objects
- Gamification
- Public apps (Marketplace)
4.4/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Goals
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
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
7.3/10
- 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
- Independently Tested
- Single sign on with SAML
- Field-Level Access Control
- User provisioning
4/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- 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
- Ticket export
- Watch tickets
5.8/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Date comparisons
- Voicemail integration
- Agent Limit
- Announcements
- Facebook in-sync app
- Project Management
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Change Management
- Problem Management
Jira Service Management
5.6/10
- 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
- Email signatures
- Interaction History (Ticket activities)
- Shared canned responses
- Traffic cop
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
6/10
- 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
8.8/10
- 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
9/10
- 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
8/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Task Management
6.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
4.4/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- SEO
8.1/10
- 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
- Google Apps (G Suite)
- Integrations
- Custom objects
- Gamification
- Public apps (Marketplace)
1.1/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Goals
7.8/10
- Advanced Insights
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Schedule Data Export
- Zendesk Benchmark
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
6.9/10
- 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
- Independently Tested
- Single sign on with SAML
- Field-Level Access Control
- User provisioning
5/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Web Widget
5.7/10
- 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 export
- Watch tickets
7.5/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Date comparisons
- Voicemail integration
- Agent Limit
- Announcements
- Facebook in-sync app
- Project Management
10/10
- ITSM Process Integration
10/10
- Asset Lifecycle Management
- Risk Management
10/10
- Change Management
- Problem 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.
Help Scout
4 of 5
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...
Jira Service Management
4 of 5
The good part about JIRA is that teams can configure their own service offerings and customer portals without the need for special acce...
4 of 5
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
4 of 5
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...