SolarWinds Service Desk vs HubSpot Service Hub vs Kayako
Overview
SolarWinds Service Desk
For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know h...ow to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.
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
HubSpot Service Hub
Service Hub is a new software solution created by HubSpot which is concentrated on business workflow management for improving customer experience and general satisfaction level. Th...e platform contains a set of advanced tools which can help any support team automate a big part of their workflow while understanding and improving relationships with customers.
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
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
Pricing
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial
HubSpot Service Hub
- HubSpot Service Hub Free $0
- HubSpot Service Hub Starter $15
- HubSpot Service Hub Starter Customer Platform $15
- HubSpot Service Hub Professional $90
- Free trial
Kayako
- Kayako Growth $39
- Kayako Scale $99
- Kayako Enterprise $100
—
- Free trial
Feature comparison
SolarWinds Service Desk
6.3/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Dynamic content
- Email scheduling
- Macros
- Personal canned responses
- Essentials Card
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
10/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
6.4/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer Lists
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Customer journey
8.6/10
- 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
8/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
- SLA reporting
7.1/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
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
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
5/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Related articles
- Internal Help Center
5.3/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Private custom apps
- Webhooks
- Endpoints
- HubSpot Integration
1.4/10
- Mobile Devices
- People Shared Services Ready
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
5.3/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Analytics
- Performance distribution
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Advanced Insights
- Schedule Data Export
6.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Two-Factor Authentication
- Business rules analysis
- Content Delivery Network
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
2.9/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
- Twitter
6.4/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
7.5/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Facebook in-sync app
- Multiple currencies
HubSpot Service Hub
7.4/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Dynamic content
- Email scheduling
- Macros
- Personal canned responses
- Essentials Card
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Collaboration
8.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer Lists
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Customer journey
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
8/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
- SLA reporting
1.4/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
0.9/10
- 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
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
8.8/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Related articles
- Internal Help Center
8.7/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Private custom apps
- Webhooks
- Endpoints
- HubSpot Integration
5.7/10
- Mobile Devices
- People Shared Services Ready
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
6.8/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Analytics
- Performance distribution
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Advanced Insights
- Schedule Data Export
4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Two-Factor Authentication
- Business rules analysis
- Content Delivery Network
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
7.9/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
- Twitter
8.6/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
6.3/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Facebook in-sync app
- Multiple currencies
Kayako
7/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Dynamic content
- Email scheduling
- Macros
- Personal canned responses
- Essentials Card
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
0/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
6.4/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer Lists
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Customer journey
8.6/10
- 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
9/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
- SLA reporting
2.9/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
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
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
8.6/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
8.8/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Related articles
- Internal Help Center
6.7/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Private custom apps
- Webhooks
- Endpoints
- HubSpot Integration
2.9/10
- Mobile Devices
- People Shared Services Ready
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
4.7/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Analytics
- Performance distribution
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- Advanced Insights
- Schedule Data Export
8.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Two-Factor Authentication
- Business rules analysis
- Content Delivery Network
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
6.4/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
- Twitter
8.6/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
6.3/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Facebook in-sync app
- Multiple currencies
Reviews
SolarWinds Service Desk
4 of 5
The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to dig...
4 of 5
Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect s...
5 of 5
The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our p...
HubSpot Service Hub
5 of 5
The ability to see and have everything on a single dashboard makes it simpler to overlook, understand and manage all the data we have. ...
4 of 5
In HubSpot Service Hub I like the ability to see the metrics considering how many times the particular email was opened, the number of ...
4 of 5
The best thing is that this tool is user-friendly and has a social media-like interface. So, it was very simple for literally everyone ...
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.