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Compare Kayako and Zendesk for Customer Service - AC 
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At a Glance
Market Segments
Small-Business (55.9% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
$15/agent/month
$19.00 1 user per month billed annually
Kayako
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 plansZendesk for Customer Service - AC
Star Rating
(6,664)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticketing system, achieving a star rating of 9.0, while Kayako's ticketing system also performs well but is rated slightly lower at 8.4. Reviewers mention that Zendesk's ticketing features are more robust, allowing for better tracking and management of customer inquiries.
- Reviewers mention that Zendesk's automation capabilities, rated at 8.6, significantly enhance productivity by streamlining repetitive tasks. In contrast, Kayako's automation features, rated at 7.7, are seen as less comprehensive, which may lead to more manual work for users.
- Users on G2 highlight Zendesk's superior reporting capabilities, with a score of 8.3, which provide detailed insights into customer interactions and team performance. Kayako's reporting features, rated at 7.4, are considered less intuitive, making it harder for users to extract actionable data.
- G2 users report that Zendesk's integrations, rated at 8.4, offer a wider range of third-party applications, enhancing its functionality. In comparison, Kayako's integrations, rated at 7.7, are more limited, which can restrict users' ability to customize their support environment.
- Reviewers mention that Zendesk's customer support quality, rated at 8.4, is consistently praised for being responsive and helpful. Kayako's support, while rated at 8.1, is noted to be slower in response times, which can be frustrating for users needing immediate assistance.
- Users say that Zendesk's knowledge base feature, rated at 8.6, is highly effective for self-service support, allowing customers to find answers quickly. Kayako's knowledge base, rated at 8.6 as well, is also effective, but users report that it lacks some of the advanced search functionalities found in Zendesk.
Pricing
Entry-Level Pricing
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Zendesk for Customer Service - AC
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Kayako
Free Trial is available
Zendesk for Customer Service - AC
Free Trial is available
Ratings
Meets Requirements
8.1
201
8.6
5,120
Ease of Use
8.4
199
8.6
5,164
Ease of Setup
8.0
132
8.0
3,188
Ease of Admin
8.0
131
8.2
3,074
Quality of Support
8.1
187
8.4
4,798
Has the product been a good partner in doing business?
8.3
130
8.4
3,000
Product Direction (% positive)
7.1
198
8.0
4,773
Features by Category
Ticket and Case Management
8.7
155
|
Verified
8.8
2552
|
Verified
8.5
154
|
Verified
8.7
2567
|
Verified
8.1
148
|
Verified
8.5
2494
|
Verified
8.3
140
|
Verified
8.4
2338
|
Verified
8.0
129
|
Verified
8.2
1921
|
Verified
7.6
145
|
Verified
8.4
2398
|
Verified
8.5
147
|
Verified
8.6
2386
|
Verified
7.8
55
8.3
1854
|
Verified
Generative AI
Not enough data
7.6
385
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
8.4
131
|
Verified
8.5
2060
|
Verified
8.7
142
|
Verified
8.8
2310
|
Verified
8.3
104
|
Verified
8.4
1725
|
Verified
7.4
56
|
Verified
8.0
1429
|
Verified
Feature Not Available
8.0
1313
|
Verified
Platform
7.7
83
|
Verified
7.8
1387
|
Verified
7.9
115
|
Verified
8.0
1777
|
Verified
8.2
102
|
Verified
8.3
1947
|
Verified
7.9
65
|
Verified
8.2
1739
|
Verified
7.4
131
|
Verified
7.9
2339
|
Verified
7.7
128
|
Verified
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
Not enough data
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
8.5
40
|
Verified
8.6
950
|
Verified
8.8
39
|
Verified
8.5
964
|
Verified
8.1
34
|
Verified
8.1
720
8.8
29
|
Verified
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
7.9
115
|
Verified
8.0
1777
|
Verified
8.7
37
|
Verified
8.5
849
|
Verified
8.1
31
|
Verified
8.1
650
8.7
41
|
Verified
8.5
898
8.6
37
|
Verified
8.6
824
|
Verified
8.5
39
|
Verified
8.3
848
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.6
48
8.5
1499
8.7
49
8.5
1436
8.5
39
8.0
1024
7.1
8
7.7
648
6.9
8
8.0
780
Self-Service Platform
6.9
8
8.2
828
7.5
8
8.2
841
8.5
8
7.7
658
7.3
8
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Kayako and Zendesk for Customer Service - AC are categorized as Live Chat, Help Desk, Customer Self-Service, Shared Inbox, and Digital Customer Service Platforms
Unique Categories
Kayako has no unique categories
Zendesk for Customer Service - AC is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Service Automation, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service - AC
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
25.8%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.7%
Computer Software
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
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
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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