Compare ManageEngine ServiceDesk vs. Kayako

You can use our scoring system to help you get a general idea which Customer Support Software product is more suitable for your business. For overall product quality, Kayako earned 8.6 points, while ManageEngine ServiceDesk earned 8.7 points. At the same time, for user satisfaction, Kayako scored 95%, while ManageEngine ServiceDesk scored 100%. Specifics of their features, tools, supported platforms, customer service, plus more are available below to give you a more correct assessment. Don’t forget to get only the features that you need to avoid wasting cash for functions that are unnecessary. Right now, the most popular products in our Help Desk Software category are: Samanage, Zendesk, Freshdesk.
Comparison

ManageEngine ServiceDesk

VS

Kayako

VS

ManageEngine ServiceDesk screenshot Kayako screenshot
Pricing Details

Total Score

Our Score

8.7 ?

Our Score

9.5 ?

Client Experience

Client Experience

Client Experience

100% ?

Client Experience

95% ?

Pricing

Pricing

$10

$9

Pricing Model

Pricing Model

Monthly payment | One-time payment | Quote-based Free | Monthly payment | Quote-based
Full Review

Full Review

Overview

Overview

ManageEngine ServiceDesk is an integrated help desk solution offering asset and project management built on the ITIL framework.
Kayako is the winner of our Expert's Choice Award. It delivers customer service in a powerful, seamless, and scalable way, trusted by over 50,000 organizations worldwide.
Quick Links
Pricing Details

Pricing Details

Learn more about ManageEngine ServiceDesk pricing Learn more about Kayako pricing
Prominent Clients

Prominent Clients

Hallmark, Lufthansa, GE, Intel, Airbus Expertus, Hitachi, ASF, ICANN, Pearson, SEGA, Toshiba
Supported Integrations

Supported Integrations

ManageEngine Service Desk is designed to work with the following add-ons and plug-ins to ensure unparalleled functionality and enable businesses to meet and satisfy their varying customer service needs.

Add-Ons

  • 3D Datacenter Floor
  • WAN RTT Monitor
  • Cisco
  • Social IT

Plug-Ins

  • NetFlow
  • NCM
  • Oracle
  • SAP
  • Websphere
  • Cassandra
  • Sybase
  • Microsoft
  • Amazon
  • Windows Azure
  • 123FormBuilder
  • ActiveCampaign
  • Basecamp
  • BigCommerce
  • Campaign Monitor
  • Chargebee
  • Chargify
  • Constant Contact
  • Customer Thermometer
  • Dropbox
  • Drupal
  • Eventbrite
  • Facebook
  • Flowdock
  • Freshbooks
  • Geckoboard
  • GetResponse
  • GitHub
  • Gmail
  • G Suite
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Help Desk Migration
  • Hootsuite
  • HubSpot CRM
  • Infusionsoft
  • InsightSquared
  • Intercom
  • JIRA Software
  • Joomla
  • LinkedIn
  • MailChimp
  • Marketo
  • Microsoft Dynamics CRM
  • Microsoft Outlook
  • Nicereply.com
  • Nimble
  • Pardot
  • PayPal
  • Pipedrive
  • Pivotal Tracker
  • Podio
  • Quickbooks
  • Recurly
  • Salesforce
  • SalesforceIQ
  • SAML Single Sign-on
  • Shopify
  • Slaask
  • Slack
  • Stripe
  • Sugar CRM
  • SurveyGizmo
  • SurveyMonkey
  • SyncDojo
  • Teamwork Projects
  • Trello
  • Twitter
  • Typeform
  • Webhooks
  • WHMCS
  • WooCommerce
  • WordPress
  • Wufoo
  • Xero
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems
  • Zapier
  • Zoho CRM
  • Zuora
Email Address

Email Address

support@servicedeskplus.com sales@kayako.com
Available Features

Available Features

ManageEngine ServiceDesk FEATURES

  • Flexible ticket management
  • Multiple channel support
  • Solid Knowledge Base
  • Self Service Portal with password security
  • Service Level Agreements
  • Mobile support compatibility with iPhone, iPad, and Android apps
  • Flexible out-of-the-box integrations with 3rd party apps
  • Easy & effective asset management
  • Multi language support coupled with smooth API integration
  • Effective incident and problem management
  • Modifiable help desk system

Kayako FEATURES

  • Support ticketing with email integration
  • Fully featured live chat for your customer service portal and website
  • Real-time visitor tracking
  • Real-time messaging for help center and website
  • Set SLAs to keep on top of customer conversations
  • Phone call tracking and recording
  • Enhanced self-service portal
  • Advanced ticket workflows, rules and automations
  • Customizable tickets, chats and customers
  • Custom fields to collect all information needed
  • Enhanced customer and organization profiles for CRM
  • Multiple-plan support
  • Ticket reply and resolution deadline management
  • Set business hours for accurate performance tracking
  • Slack integration
  • 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
  • Strong support for ecommerce to increase sales and improve loyalty
  • Intuitively designed Help Center enable customers to help themselves
  • Rich customer and organization profiles
  • Simple webhook integration to push customer data into Kayako
  • Shared inbox enhances collaboration
Pricing Info

Pricing Info

ManageEngine ServiceDesk Plus offers plans that are priced based on the number of your technicians and administrators. If you have an IT asset management, you will for the number of nodes managed. You may also request a trial to test drive its features to help you choose a plan that works best for your business.

Standard (IT Help Desk)

  • Cloud
    • starts from $10/tech/month billed annually or $12/month billed monthly
    • Free for 2-5 techs and 250-500 nodes; starts from $115/month or $1,195/year – 10 techs and 500 nodes
  • On-Premise
    • starts from $120/tech billed annually
    • Free for 2-5 techs and 250-500 nodes; starts from $1,195/year – 10 techs and 500 nodes

Professional (IT Help Desk + Asset)

  • Cloud
    • starts from $21/tech/month billed annually or $23/month billed monthly
    • starts from $45/month or $495/year – 2 techs and 250 nodes
  • On-Premise
    • starts from $248/tech billed annually
    • starts from $495/year – 2 techs and 250 nodes

Enterprise (IT Help Desk + Asset + ITIL)

  • Cloud
    • starts from $50/tech/month billed annually or $58/month billed monthly
    • starts from $115/month or $1,195/year – 2 techs and 250 nodes
  • On-Premise
    • starts from $598/tech billed annually
    • starts from $1,195/year – 2 techs and 250 nodes

Add-ons

  • Service Catalog – $1,195/year available for Standard and Professional plans
  • Problem Management – $1,195/year available for the Professional plan only
  • Project Management – $1,195/year available for Standard and Professional plans

Free

  • Up to 3 agents
  • Live chat and email
  • Basic Help Center
  • 600+ integrations with Zapier

Inbox – $9/agent per month

  • All Free features, plus:
  • Email, chat and social
  • Basic Help Center
  • Assignment rules
  • Insights
  • Collision prevention
  • Reply-only macros

Team – $15/agent per month

  • All Inbox Features, plus:
  • Support workflow
  • SLA and business hours
  • Advanced Insights
  • Macros
  • Single sign-on

Growth – $29/agent per month

  • All Team features, plus:
  • Powerful automation
  • Custom views, fields, and forms
  • Custom reporting
  • Multi-brand, multi-language
  • Advanced Help Center customization
  • Organization profiles

Scale – $59/agent per month

  • All Growth features, plus:
  • Advanced workflow customization
  • Internal Help Center
  • Shared organizations
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration

Enterprise Custom pricing starts at $90/agent

Available Support

Available Support

Phone
Ticket
Phone Live Support
Ticket Training
OS Supported

OS Supported

Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Company Size

Company Size

Small Business | Large Enterprises | Medium Business Small Business | Large Enterprises | Medium Business
Company's Address

Company's Address

Zoho Corporation
4141 Hacienda Drive
Pleasanton, CA 94588
USA
Kayako
Fourth floor, Midland Financial Centre 21-22
G.T. Road Jalandhar, Punjab 144001
India
Languages

Languages

English, Dutch English, German, Hindi, Spanish, French
Contact Phone

Contact Phone

+1-800-443-6694 1.888.952.9256; 1.415.418.3366 (worldwide)
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Popular Alternatives

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QUICK LINKS

QUICK LINKS

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It may not always be enough to simply compare Kayako and ManageEngine ServiceDesk against each other. Even though reliable tools, pricing and customer experience are all crucial and should be taken into account when making a final choice, you should also pay attention to the recognition and awards claimed by every service. In many cases a less popular app may turn out to be an amazing choice that was a winner of many SaaS awards such as our Experts’ Choice Award which shows that in spite of smaller market presence it’s a significant rival to the software that dominate the market.