Kayako vs Jira Service Management vs Freshdesk
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
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
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
Pricing
Kayako
- Kayako Growth $39
- Kayako Scale $99
- Kayako Enterprise $100
—
- Free trial
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
—
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
Feature comparison
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
- Auto Bcc
- Edit/hide threads
- Add reminders on to-dos
- Contextual Workspaces
- Email signatures
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- To-dos
- Traffic cop
2.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
7.5/10
- 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
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
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
- Task Management
- Form templates
8.6/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
8.8/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 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
- Custom objects
- Gamification
- Integrations
- Public apps (Marketplace)
- Google Apps (G Suite)
8/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Goals
4.3/10
- 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)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Schedule Reports
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
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
- Field-Level Access Control
- Single sign on with SAML
- User provisioning
- Custom email servers
7.5/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Web Widget
- Chat Support (in English)
- Support Bot
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
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
4.2/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Announcements
- Date comparisons
- Facebook in-sync app
- Project Management
- Automatic sitemap generation
- Voicemail integration
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Change Management
- Problem Management
Jira Service Management
4.7/10
- 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
- Auto Bcc
- Edit/hide threads
- Add reminders on to-dos
- Contextual Workspaces
- Email signatures
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- To-dos
- Traffic cop
7.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
5/10
- 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
7.8/10
- 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
- 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
6.7/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Task Management
- Form templates
5.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
5/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 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
- Custom objects
- Gamification
- Integrations
- Public apps (Marketplace)
- Google Apps (G Suite)
2/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Goals
6.7/10
- 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)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Schedule Reports
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
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
- Field-Level Access Control
- Single sign on with SAML
- User provisioning
- Custom email servers
4.2/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Web Widget
- Chat Support (in English)
- Support Bot
4/10
- 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
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
7.5/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Announcements
- Date comparisons
- Facebook in-sync app
- Project Management
- Automatic sitemap generation
- Voicemail integration
10/10
- ITSM Process Integration
10/10
- Asset Lifecycle Management
- Risk Management
10/10
- Change Management
- Problem Management
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
- Auto Bcc
- Edit/hide threads
- Add reminders on to-dos
- Contextual Workspaces
- Email signatures
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- To-dos
- Traffic cop
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
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
- Contact Form
- Customer segments
- Identify contacts using external ID
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
10/10
- 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
6.7/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Customize Incident Lifecycle
- Task Management
- Form templates
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
7.5/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- SEO
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
- Custom objects
- Gamification
- Integrations
- Public apps (Marketplace)
- Google Apps (G Suite)
0/10
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Goals
7.6/10
- Advanced Insights
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Schedule Data Export
- Zendesk Benchmark
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Schedule Reports
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
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
- Field-Level Access Control
- Single sign on with SAML
- User provisioning
- Custom email servers
9.2/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Web Widget
- Chat Support (in English)
- Support Bot
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
- Ticket export
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
7.5/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Announcements
- Date comparisons
- Facebook in-sync app
- Project Management
- Automatic sitemap generation
- Voicemail integration
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- 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.
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...
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...
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 ...
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...