Kayako vs Salesforce Service Cloud vs Zoho Desk
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
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
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
Pricing
Kayako
- Kayako Inbox $15
- Kayako Growth $30
- Kayako Scale $60
- Kayako Enterprise $100
- Free trial not available
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Professional $80
- Salesforce Service Cloud Unlimited $330
- Free trial not available
Zoho Desk
- Zoho Desk Free $0
- Zoho Desk Standard $20
- Zoho Desk Professional $35
- Zoho Desk Enterprise $50
- Free trial not available
Feature comparison
Kayako
7.3/10
- 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
- Contextual Workspaces
- Email signatures
- Shared canned responses
- Skills-based routing
- Edit/hide threads
- Traffic cop
3.3/10
- Collaboration
- 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 Lists
- Identify contacts using external ID
- Satisfaction Prediction
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
- Round robin ticket assignment
- Multi-task workflows with one-touch Scenarios
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
- Premium Sandbox
- Sandbox test environment
- Dynamic ticket forms
4/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Form templates
- Task Management
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
- 301 Redirection
- Article Versioning
- SEO
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
- Custom objects
- Google Apps (G Suite)
- Integrations
- Public apps (Marketplace)
1.7/10
- 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
- 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
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
4.7/10
- 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)
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
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
- Field-Level Access Control
- Single sign on with SAML
- Custom email servers
6.4/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
- Chat Support (in English)
- Guidance Program
- Professional Services
7.5/10
- 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
- Ticket templates
- Split tickets
- Watch tickets
5/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Facebook in-sync app
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
Salesforce Service Cloud
6.5/10
- 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
- Contextual Workspaces
- Email signatures
- Shared canned responses
- Skills-based routing
- Edit/hide threads
- Traffic cop
10/10
- Collaboration
- 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 Lists
- Identify contacts using external ID
- Satisfaction Prediction
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
- Round robin ticket assignment
- Multi-task workflows with one-touch Scenarios
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
- Premium Sandbox
- Sandbox test environment
- Dynamic ticket forms
8/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Form templates
- Task Management
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
- 301 Redirection
- Article Versioning
- SEO
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
- Google Apps (G Suite)
- Integrations
- Public apps (Marketplace)
2.1/10
- 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
- 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
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
5.8/10
- Advanced Insights
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Schedule Data Export
- Zendesk Benchmark
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
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
- Field-Level Access Control
- Single sign on with SAML
- Custom email servers
7.1/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
- Chat Support (in English)
- Guidance Program
- Professional Services
6.3/10
- 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 export
- Ticket templates
- Split tickets
- Watch tickets
7/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Facebook in-sync app
10/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
Zoho Desk
6.9/10
- 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
- Contextual Workspaces
- Email signatures
- Shared canned responses
- Skills-based routing
- Edit/hide threads
- Traffic cop
3.3/10
- Collaboration
- 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 Lists
- Identify contacts using external ID
- Satisfaction Prediction
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
- Round robin ticket assignment
- Multi-task workflows with one-touch Scenarios
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
- Premium Sandbox
- Sandbox test environment
- Dynamic ticket forms
4/10
- Auto-suggest Solutions
- Multiple SLA Policies
- Approval Workflows
- Form templates
- Task Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- FreshThemes gallery
8/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- SEO
8.7/10
- 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
- Custom objects
- Google Apps (G Suite)
- Integrations
- Public apps (Marketplace)
6.3/10
- 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
- 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
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
7.9/10
- 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
- Team Dashboards
- Ticket lifecycle report
- Manager Dashboard (The Headquarters)
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
- User-specific reporting
8/10
- 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
- Custom email servers
9.3/10
- Calling
- Customer Success Manager
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Twitter
- Support Bot
- Web Widget
- Chat Support (in English)
- Guidance Program
- Professional Services
9.4/10
- 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
- Ticket templates
- Split tickets
- Watch tickets
8/10
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Announcements
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Facebook in-sync app
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
Reviews
Kayako
4 of 5 August 20, 2018
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 June 22, 2018
It covers different handling activities, like ticketing, problem and complaint handling. If something is missing, it can be easily fill...
5 of 5 June 14, 2018
We used another helpdesk before Kayako. Kayako is very serious, but the prices could be better.
Salesforce Service Cloud
4 of 5 December 10, 2020
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5 March 2, 2019
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 ...
5 of 5 October 15, 2018
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
Zoho Desk
October 18, 2020
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 ...
October 1, 2020
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 September 30, 2020
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...