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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (55.9% of reviews)
Entry-Level Pricing
$15.00 Per Month
$15/agent/month
Freshdesk
Star Rating
(3,609)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 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.
- Users report that Freshdesk excels in ticket creation user experience with a score of 8.9, while Kayako follows closely with 8.7. Reviewers mention that Freshdesk's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Freshdesk's multi-channel coverage is rated at 8.4, providing robust support across various platforms, whereas Kayako's performance in this area is less emphasized, indicating a potential gap in channel integration.
- Users on G2 highlight Freshdesk's superior automation features, scoring 8.5 in response automation, compared to Kayako's 8.2. Reviewers say that Freshdesk's automation capabilities streamline workflows significantly, enhancing productivity.
- G2 users report that Freshdesk's quality of support is rated at 8.8, which is higher than Kayako's 8.1. Users mention that Freshdesk's support team is responsive and helpful, making it a reliable partner for businesses.
- Reviewers mention that Freshdesk's self-service experience, particularly its knowledge base, scores 8.7, while Kayako's is slightly lower at 8.6. Users say that Freshdesk's knowledge base is comprehensive and easy to navigate, empowering customers to find solutions independently.
- Users report that Freshdesk's integration capabilities are rated at 8.3, which is competitive compared to Kayako's 7.9. Reviewers mention that Freshdesk offers a wider range of integrations with popular tools, enhancing its versatility for businesses.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
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
3,175
8.1
201
Ease of Use
8.8
3,197
8.4
199
Ease of Setup
8.6
2,258
8.0
132
Ease of Admin
8.7
2,152
8.0
131
Quality of Support
8.7
3,074
8.1
187
Has the product been a good partner in doing business?
8.8
2,077
8.3
130
Product Direction (% positive)
8.8
3,150
7.1
198
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.7
155
|
Verified
8.8
2226
|
Verified
8.5
154
|
Verified
8.5
2139
|
Verified
8.1
148
|
Verified
8.5
2033
|
Verified
8.3
140
|
Verified
8.3
1797
|
Verified
8.0
129
|
Verified
8.5
2085
|
Verified
7.6
145
|
Verified
8.7
2007
|
Verified
8.5
147
|
Verified
8.2
1371
|
Verified
7.8
55
Generative AI
7.3
330
Not enough data
7.4
327
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Not enough data
Communication Channels
8.6
1920
|
Verified
8.4
131
|
Verified
8.9
2068
|
Verified
8.7
142
|
Verified
8.4
1312
|
Verified
8.3
104
|
Verified
8.0
1193
|
Verified
7.4
56
|
Verified
7.9
940
|
Verified
Feature Not Available
Platform
8.0
1156
|
Verified
7.7
83
|
Verified
8.1
1663
|
Verified
7.9
115
|
Verified
8.6
1546
|
Verified
8.2
102
|
Verified
8.2
1140
|
Verified
7.9
65
|
Verified
8.0
1861
|
Verified
7.4
131
|
Verified
8.3
1960
|
Verified
7.7
128
|
Verified
Channels
8.3
353
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
342
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
265
Not enough data
8.7
261
Not enough data
8.7
254
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
434
Not enough data
8.3
380
Not enough data
8.3
372
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
584
|
Verified
8.5
40
|
Verified
8.7
601
|
Verified
8.8
39
|
Verified
8.7
495
|
Verified
8.1
34
|
Verified
8.5
199
8.8
29
|
Verified
8.2
202
Not enough data
Internal Use
8.1
1663
|
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
549
|
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
8.5
237
7.3
8
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
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)
375
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
341
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
171
Not enough data
8.6(won by default)
374
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
87
Not enough data
7.7
86
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
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
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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