Compare Kayako vs. Freshdesk

The ideal Help Desk Software is a program that can tackle your company’s specific demands. It’s easy to find which choice works really with your industry if you assess different products before you decide which one is the best. For example, Freshdesk and Kayako are scored at 9.8 and 8.7, respectively, for overall quality and performance. Similarly, Freshdesk and Kayako have a user satisfaction rating of 98% and 95%, respectively, which reveals the general response they get from customers. Even better, get in touch with an existing customer of the software and solicit their feedback regarding the software in question. We are aware that not all people have the time to test a large number of various products, so we prepared a list of suggestions that you may find useful. Our top selections for the Customer Support Software category are: Samanage, LiveAgent, Freshdesk.
Product

Kayako

VS

Freshdesk

VS

Total Score

Our Score

8.6 ?

Our Score

9.8 ?

Customer Experience

Customer Experience

95% ?

Customer Experience

100% ?

Cost

$24

$19

Price Scheme

Monthly payment | One-time payment Monthly payment
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Full Review

Product Info

Deliver customer service support in a simple, seamless, and scalable way, trusted by over 30,000 organizatons worldwide
Winner of the Best Help Desk Software Award for 2015 and an efficient and reliable help desk solution. It includes a great free trial plan.

Languages

USA, UK, Canada, China, Germany, India, Japan USA, UK, Canada, China, Germany, India, Japan

Business Size

Small Business | Large Enterprises | Medium Business | Freelancers Small Business | Medium Business

Popular Customers

Expertus, Hitachi, ASF, ICANN, Pearson, SEGA, Toshiba Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef

Phone Number

1.888.952.9256; 1.415.418.3366 (worldwide) +1 415 544 0700

Pricing Plans

Kayako is a help desk software sold either as a SaaS or on-premise. SaaS is sold in the following plans:

  • Case ($24 per month, billed annually or $29 monthly): per agent; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($24 per month, billed annually or $29 monthly): per agent; roll-out live chat; real-time visitor monitoring; voice and click-to-call
  • Fusion ($39 per month, billed annually or $49 monthly): per agent; email + tickets + live chat + calls; every conversation tracked

The on-premise version is sold as the following:

  • Case ($3,000 per year): 10 agents; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($3,000 per year): 10 agents; roll out live chat straight away; real-time visitor monitoring; VoIP integration + click-to-call
  • Fusion ($4,000 per year): 10 agents; live chat + email + tickets + voice; every conversation tracked

Freshdesk offers five pricing plans, including an enterprise pricing plan and a free trial option that lets you test the app first. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (Free up to 3 agents, thereafter, $15 per month):

  • Email support
  • Phone support
  • Knowledge base

Blossom ($19 per agent billed annually or $25 monthly):

  • Social support
  • Community forums
  • Game mechanics

Garden ($35 per agent billed annually or $4 monthly):

  • Live chat
  • Multiple products
  • Multiple locations

Estate ($49 per agent billed annually or $59 monthly):

  • Enterprise reports
  • Portal customization
  • Custom agent roles

Forest ($89 per agent billed annually or $99 monthly):

  • IP whitelisting
  • Custom email servers

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List of Features

Kayako FEATURES

  • Support ticketing with email integration
  • Fully featured live chat for your customer service portal and website
  • Real-time visitor tracking
  • Phone call tracking and recording
  • Enhanced self-service portal
  • Advanced ticket workflows, rules and automations
  • Customizable tickets, chats and customers
  • Enhanced customer and organization profiles for CRM
  • Multiple-plan support
  • Ticket reply and resolution deadline management
  • Set business hours for accurate performance tracking
  • Automatic escalation rules to prevent unaddressed customer queries
  • Mobile apps for iOS, Android, Windows and Blackberry
  • Mobile live chat with the Jabber gateway
  • 100+ out-of-the-box help desk reports
  • Custom reports via Kayako Query Language
  • Schedule reports are automatically sent to your inbox
  • Multi-lingual customer support and localizations
  • Customizable look and feel of the help desk

Freshdesk FEATURES

  • Email to Ticket Conversion
  • Knowledge Base
  • Self Service Portal
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Multi-channel support, including Facebook & Twitter
  • Community Portal with Idea Management & Voting
  • Multi-product/multi-brand Support
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys
  • Leaderboard & gamification

Contact Address

Fourth floor, Midland Financial Centre 21-22 G.T. Road Jalandhar, Punjab 144001 India 311 California street,
San Francisco, CA 94104

Customer Support

Phone Live Support
Ticket
Phone Live Support
Ticket Training

Pricing Details

Learn more about Kayako pricing Learn more about Freshdesk pricing

Integrations

  • Basecamp
  • Drupal
  • Freshbooks
  • Joomla
  • Mailchimp
  • Salesforce
  • SAML Single Sign-on
  • WHMCS
  • WordPress
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

Vendor Email

sales@kayako.com support@freshdesk.com

OS Supported

Windows
Linux
Android
iPhone/iPad
Mac
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Windows Mobile
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It may not always be sufficient to simply compare Freshdesk and Kayako with each other. Although useful functionalities, cost and customer comments are all crucial and should be included when making a final choice, you should also check out the recognition and awards merited by every service. Frequently a less popular product may turn out to be a great choice that was distinguished with SaaS awards such as our Experts’ Choice Award which proves that despite lesser market popularity it’s a worthy contender to the software that rule the market.