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Compare Freshdesk and Kayako 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (55.9% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$15/agent/month
Freshdesk
Star Rating
(3,620)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansKayako
Star Rating
(222)4.0 out of 5
Market Segments
Small-Business (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Kayako. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's implementation process is praised for its intuitive onboarding, making it easier for teams to get started. In contrast, Kayako has received feedback indicating that while it offers useful AI features, the initial setup can be more challenging.
- Users say that Freshdesk's multi-channel support and shared inbox functionality help teams stay organized and prevent ticket duplication. This feature is particularly highlighted by users who find it essential for managing incoming support requests efficiently.
- Reviewers mention that Kayako's AI capabilities are impressive, providing contextual suggestions that help agents respond to tickets faster. However, some users feel that while the AI is beneficial, it doesn't fully compensate for the overall lower satisfaction compared to Freshdesk.
- G2 reviewers highlight that Freshdesk's quality of support is consistently rated higher, with users noting the effectiveness of its ticket collaboration tools. In contrast, Kayako's support quality, while decent, does not match the level of satisfaction reported by Freshdesk users.
- According to recent user feedback, Freshdesk's automation in ticket handling is a game-changer for productivity, allowing teams to focus on more complex issues. Kayako, while effective in reducing repetitive tickets, has not garnered the same level of enthusiasm regarding its overall user experience.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Free Trial
Freshdesk
Free Trial is available
Kayako
Free Trial is available
Ratings
Meets Requirements
8.6
3,185
8.1
201
Ease of Use
8.8
3,208
8.4
199
Ease of Setup
8.6
2,267
8.0
132
Ease of Admin
8.7
2,154
8.0
131
Quality of Support
8.7
3,083
8.1
187
Has the product been a good partner in doing business?
8.8
2,078
8.3
130
Product Direction (% positive)
8.8
3,160
7.1
198
Features by Category
Ticket and Case Management
8.9
2225
|
Verified
8.7
155
|
Verified
8.8
2232
|
Verified
8.5
154
|
Verified
8.5
2147
|
Verified
8.1
148
|
Verified
8.5
2037
|
Verified
8.3
140
|
Verified
8.3
1800
|
Verified
8.0
129
|
Verified
8.5
2088
|
Verified
7.6
145
|
Verified
8.7
2010
|
Verified
8.5
147
|
Verified
8.2
1374
|
Verified
7.8
55
Generative AI
7.3
331
Not enough data
7.4
328
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
59
Not enough data
Communication Channels
8.6
1923
|
Verified
8.4
131
|
Verified
8.9
2070
|
Verified
8.7
142
|
Verified
8.4
1314
|
Verified
8.3
104
|
Verified
8.0
1193
|
Verified
7.4
56
|
Verified
7.9
940
|
Verified
Feature Not Available
Platform
8.0
1154
|
Verified
7.7
83
|
Verified
8.1
1662
|
Verified
7.9
115
|
Verified
8.6
1545
|
Verified
8.2
102
|
Verified
8.2
1142
|
Verified
7.9
65
|
Verified
8.0
1865
|
Verified
7.4
131
|
Verified
8.3
1959
|
Verified
7.7
128
|
Verified
Channels
8.3
355
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
343
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
266
Not enough data
8.7
262
Not enough data
8.7
255
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
Not enough data
8.3
381
Not enough data
8.3
373
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
410
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
8.5
40
|
Verified
8.7
602
|
Verified
8.8
39
|
Verified
8.7
496
|
Verified
8.1
34
|
Verified
8.5
200
8.8
29
|
Verified
8.2
202
Not enough data
Internal Use
8.1
1662
|
Verified
7.9
115
|
Verified
8.6
204
8.7
37
|
Verified
8.1
186
8.1
31
|
Verified
8.8
560
|
Verified
8.7
41
|
Verified
8.8
520
|
Verified
8.6
37
|
Verified
8.6
548
|
Verified
8.5
39
|
Verified
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
8.6
48
8.6
913
8.7
49
8.3
687
8.5
39
8.2
241
7.1
8
8.4
258
6.9
8
Self-Service Platform
8.5
254
6.9
8
8.6
261
7.5
8
8.0
221
8.5
8
8.4
238
7.3
8
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Kayako are categorized as Digital Customer Service Platforms, Help Desk, Shared Inbox, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Conversational Support, Complaint Management, Customer Communications Management, and Social Customer Service
Kayako has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
13.0%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Information Technology and Services
25.8%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.7%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
had any one used reporting with kayako
2 Comments
JE
Hi there! It sounds like you might be using our custom report builder, which is SQL-like. This is an advanced tools for programmers to mine out data from...Read more
What integrations does Kayako support?
2 Comments
EW
The only official integrations Kayako offer is Salesforce and Zapier integration. Kayakos API's, Endpoints and Webhooks are also great if you have the...Read more
Does Kayako offer an API?
2 Comments
EW
Yes. Kayako offers both API's, Webhooks and endpoints. Read more
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