# Freshdesk vs Kayako Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses, making it easier to track and resolve issues efficiently. This level of organization contributes to higher customer satisfaction.
- **Users say** that Freshdesk's automation features, such as ticket flow configuration and the ability to automatically create tickets for user-reported issues, significantly enhance day-to-day usability, streamlining the support process.
- **Reviewers mention** that Kayako offers a unique AI agent named Kay, which assists agents by suggesting replies based on previous interactions. This feature has been noted for improving response quality over time, as agents refine the AI's suggestions.
- **According to verified reviews** , Freshdesk's implementation process is praised for its intuitive onboarding wizard, allowing users to get started quickly and effectively, while Kayako's setup is perceived as more challenging, potentially leading to longer onboarding times.
- **Users highlight** that Kayako's SingleView™ Customer History feature provides agents with a comprehensive view of customer interactions, enabling personalized support without requiring customers to repeat themselves, which is a significant advantage in enhancing customer experience.
- **G2 reviewers note** that while Freshdesk has a higher overall satisfaction score, Kayako still holds its ground in specific areas like ticket collaboration and internal discussions, indicating that it can be a viable option for teams that prioritize these features.



---
## Frequently Asked Questions

### What is the difference between Freshdesk vs Kayako?

Freshdesk stands out for its higher reviewer satisfaction, easier setup, and broader feature set, while Kayako is distinguished by its AI-powered ticket automation and personalized onboarding.

| [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | [Kayako](https://www.g2.com/products/kayako/reviews) |
| --- | --- |
| 4.4/5 (3762 reviews) | 4.1/5 (227 reviews) |
| Small-Business | Small-Business |
| 8.6 | 8.0 |
| 8.7 | 8.0 |
| Ease of Use (352 all-time mentions) | AI Assistance (recent reviews) |



### How do the pricing models of Freshdesk and Kayako compare?

Freshdesk is rated higher for value, with reviewers expressing greater satisfaction with its pricing compared to Kayako.

- **Freshdesk:** Reviewers highlight affordable pricing and good value, especially for small companies, but note that advanced features can increase costs as teams scale.
- **Kayako:** Reviewers report confusion over pricing transparency and mention significant price increases, with some citing costs rising to over $100 per agent per month after policy changes.
- **Switching reasons:** Several reviewers mention switching away from Kayako due to steep price hikes and lack of pricing clarity.



### What are the best alternatives to Freshdesk and Kayako?

The top 3 alternatives to Freshdesk and Kayako are Zendesk for Customer Service, Fin, and Front.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5 (3762 reviews) | Small-Business | Affordable for small companies; advanced features can increase costs | Ease of Use (352 all-time mentions) |
| [Kayako](https://www.g2.com/products/kayako/reviews) | 4.1/5 (227 reviews) | Small-Business | Significant price increases and lack of transparency | AI Assistance (recent reviews) |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7032 reviews) | Mid-Market | — | Comprehensive feature set |
| [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5 (3901 reviews) | Small-Business | — | AI-powered automation |
| [Front](https://www.g2.com/products/front/reviews) | 4.7/5 (2507 reviews) | Small-Business | — | Collaboration and shared inbox |



### Which Help Desk features should I prioritize when comparing Freshdesk and Kayako?

Buyers comparing Freshdesk and Kayako should prioritize ticket management, automation, ease of use, AI capabilities, and integration support.

- **Ticket Management:** Freshdesk (170 all-time mentions), Kayako (recent reviews highlight strong ticketing and prioritization features).
- **Automation:** Freshdesk (179 all-time mentions), Kayako (AI-powered ticket automation cited in recent reviews).
- **Ease of Use:** Freshdesk (8.9), Kayako (8.4).
- **AI Capabilities:** Kayako is frequently cited for its AI agent and self-learning mode; Freshdesk does not have comparable AI mentions.
- **Integrations:** Freshdesk is cited for integrations with Jira (65 all-time mentions) and Slack (39 all-time mentions); Kayako has fewer recent integration mentions.



### What are the pros and cons of Freshdesk vs Kayako?

Freshdesk's headline strength is ease of use and automation, while Kayako's is AI-powered ticket handling and onboarding support.

- **Freshdesk strengths:** Ease of use (352 all-time mentions), automation (179), ticket management (170), user interface (125), easy setup (120), and customization (80).
- **Freshdesk trade-offs:** Ticketing issues (93), limited features (89), limited customization (80), learning curve (65), and higher costs for advanced features (60).
- **Kayako strengths:** AI assistance and efficiency (recent reviews), automated responses, and strong ticket prioritization.
- **Kayako trade-offs:** Not intuitive (recent reviews), quality issues, UX design concerns, performance slowdowns, steep learning curve, and significant price increases.



### Is Freshdesk or Kayako better for small businesses?

Freshdesk is the better fit for small businesses, with higher satisfaction among small-business reviewers and a stronger value perception.

- **Freshdesk:** Largest segment is Small-Business; reviewers consistently highlight ease of use, affordability, and quick setup for small teams.
- **Kayako:** Largest segment is Small-Business; reviewers note AI-driven ticket handling but express concerns about pricing and learning curve for small teams.



### Which Help Desk platform has better integrations?

Freshdesk is favored for integrations, with more reviewer-cited third-party connections and higher mention counts.

- **Freshdesk:** Jira (65 all-time mentions), Slack (39 all-time mentions); reviewers highlight integration with Microsoft Teams and other services.
- **Kayako:** Reviewers mention integrations with external services, but no specific tools reach the publishable mention threshold.



### How do Freshdesk and Kayako compare on customer support?

Freshdesk leads on Quality of Support, with a 0.7-point advantage over Kayako (8.7 vs 8.0).

- **Freshdesk:** Reviewers consistently praise responsive support, onboarding assistance, and helpful resources, though some note slower support for small clients.
- **Kayako:** Reviewers highlight personalized onboarding and AI agent support, but also report declining support quality and slower response times after company changes.



### Which is easier to implement, Freshdesk or Kayako?

Freshdesk is easier to implement, with a 0.6-point higher Ease of Setup score (8.6 vs 8.0).

- **Freshdesk:** Reviewers describe quick setup, intuitive onboarding, and minimal training required for teams to get started.
- **Kayako:** Reviewers note personalized onboarding support but mention a steeper learning curve and more complex initial configuration.



### Which product has better Tickets?

Freshdesk is the stronger performer for Tickets, with higher reviewer satisfaction and more frequent positive mentions.

- **Freshdesk:** Ticket Management (170 all-time mentions), Ease of Use (8.9), and automation features are frequently cited as strengths.
- **Kayako:** Reviewers highlight AI-powered ticket handling and prioritization, but mention fewer recent positive mentions and a lower Ease of Use score (8.4).



| | Freshdesk | Kayako | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.0 out of 5 | 
| **Total Reviews** | 3,771 | 226 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Small-Business (54.8% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $15/agent/month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Kayako

Pros:
- AI Assistance (1 reviews)
- AI Efficiency (1 reviews)

Cons:
- Not Intuitive (1 reviews)
- Quality Issues (1 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Kayako | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3299 reviews) | 8.1 (204 reviews) | 
  | **Ease of Use** | 8.9 (3324 reviews) | 8.4 (203 reviews) | 
  | **Ease of Setup** | 8.6 (2381 reviews) | 8.0 (136 reviews) | 
  | **Ease of Admin** | 8.7 (2203 reviews) | 8.0 (131 reviews) | 
  | **Quality of Support** | 8.7 (3198 reviews) | 8.1 (190 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2126 reviews) | 8.3 (130 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3266 reviews) | 7.1 (201 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Kayako

#### Entry-Level Pricing

Plan: Inbox

Price: $15 /agent/month

Description: A shared email, chat, and social inbox for small teams

Key Features:
- Email, chat and social
- Assignment rules
- Insights

[Browse all 3 editions](https://www.g2.com/products/kayako/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Additional Functionality

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Collaboration & Productivity

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Additional Functionality

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **To-Do List** | Not enough data | Not enough data | 
| **@mentions** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Brainstorming** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **File Transfer** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Real Time Editing** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **Discussions/Forums** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.6/10 | 19 |
| **Kayako** | N/A | N/A |

#### Dashboard

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (11 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.8 (11 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (11 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.6 (11 reviews) | Not enough data | 
| **Multilingual Support** | 8.3 (11 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Proactive Customer Outreach** | 8.2 (11 reviews) | Not enough data | 
| **Feedback Collection** | 8.5 (12 reviews) | Not enough data | 
| **Escalation Handling** | 8.9 (12 reviews) | Not enough data | 
| **Workflow Optimization** | 8.8 (12 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Customer Interaction Automation** | 9.2 (11 reviews) | Not enough data | 
| **Feedback Collection** | 8.8 (11 reviews) | Not enough data | 
| **Document Processing** | 9.2 (11 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Independent Decision Making** | 7.4 (11 reviews) | Not enough data | 
| **Adaptive Responses** | 8.6 (11 reviews) | Not enough data | 
| **Task Execution** | 8.5 (11 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (11 reviews) | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 2614 |
| **Kayako** | 8.2/10 | 172 |

#### Ticket and Case Management

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2264 reviews) ✓ Verified | 8.7 (155 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2273 reviews) ✓ Verified | 8.5 (157 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2201 reviews) ✓ Verified | 8.1 (149 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2073 reviews) ✓ Verified | 8.3 (144 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1812 reviews) ✓ Verified | 8.0 (129 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2096 reviews) ✓ Verified | 7.6 (146 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2033 reviews) ✓ Verified | 8.5 (147 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1383 reviews) ✓ Verified | 7.8 (56 reviews) | 
| **Workflow Management** | 8.6 (6 reviews) | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | 10.0 (9 reviews) | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | 9.7 (6 reviews) | Not enough data | 
| **Support Ticket Management** | 10.0 (6 reviews) | Not enough data | 
| **Email Management** | 9.0 (5 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.3 (332 reviews) | 9.3 (5 reviews) | 
| **AI Text Summarization** | 7.4 (327 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (59 reviews) | 9.4 (6 reviews) | 
| **Natural Language Interaction** | 7.0 (59 reviews) | Not enough data | 
| **Proactive Assistance** | 7.3 (58 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Customer Portal** | 8.6 (1929 reviews) ✓ Verified | 8.4 (131 reviews) ✓ Verified | 
| **Email to Case** | 9.0 (2094 reviews) ✓ Verified | 8.7 (144 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1320 reviews) ✓ Verified | 8.3 (105 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1193 reviews) ✓ Verified | 7.3 (57 reviews) ✓ Verified | 
| **Voice** | 7.9 (939 reviews) ✓ Verified | Feature Not Available | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Mobile User Support** | 8.1 (1158 reviews) ✓ Verified | 7.7 (83 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1660 reviews) ✓ Verified | 7.9 (115 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | 8.2 (102 reviews) ✓ Verified | 
| **Third-Party Integrations** | 8.3 (1157 reviews) ✓ Verified | 7.9 (65 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1880 reviews) ✓ Verified | 7.4 (132 reviews) ✓ Verified | 
| **Activity Dashboard** | 8.3 (1965 reviews) ✓ Verified | 7.7 (128 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | 8.9 (6 reviews) | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | 9.0 (5 reviews) | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | 7.8 (6 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **Kayako** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 
| **Batch Communications** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **On-Demand Communications** | Not enough data | Not enough data | 
| **Interactive Content** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Video Support** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Kayako** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Social Media Integration** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Customer Complaint Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Multi-Channel Management** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Routing** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Quality Assurance** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Issue Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 270 |
| **Kayako** | 8.2/10 | 14 |

#### Productivity Tools

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | 8.2 (13 reviews) | 
| **Internal Discussion** | 8.7 (222 reviews) | 8.7 (13 reviews) | 
| **Assignments and Tasks** | 8.6 (225 reviews) | 8.3 (13 reviews) | 
| **Workflows** | 8.7 (229 reviews) | 7.6 (13 reviews) | 
| **Templates** | 8.7 (232 reviews) | 8.3 (13 reviews) | 
| **Integrations** | 8.3 (209 reviews) | 8.5 (13 reviews) | 
| **Tagging System** | 8.7 (227 reviews) | 8.5 (13 reviews) | 

#### Analytics

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | 8.2 (13 reviews) | 
| **Performance Tracking** | 8.5 (214 reviews) | 7.9 (13 reviews) | 
| **Email Tracking** | 8.6 (212 reviews) | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (13 reviews) | Not enough data | 
| **Decision Making** | 7.3 (15 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Kayako** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Personalization** | 8.3 (431 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (377 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (370 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (306 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Intelligent Routing** | 8.4 (387 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (407 reviews) | Not enough data | 
| **Transcripts** | 8.2 (372 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (313 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1887 |
| **Kayako** | 8.5/10 | 139 |

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 8.5 (40 reviews) ✓ Verified | 
| **Notifications** | 8.7 (602 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 8.1 (34 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.8 (29 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Customization ** | 8.1 (1660 reviews) ✓ Verified | 7.9 (115 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 8.7 (37 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.1 (31 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.7 (41 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.6 (37 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.5 (39 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 1124 |
| **Kayako** | 7.8/10 | 58 |

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Summarization** | 7.9 (141 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Knowledge Base** | 8.7 (961 reviews) | 8.6 (48 reviews) | 
| **Searchable Articles** | 8.6 (913 reviews) | 8.7 (49 reviews) | 
| **Community Forums** | 8.3 (684 reviews) | 8.5 (39 reviews) | 
| **Mobile Optimization** | 8.2 (240 reviews) | 7.1 (8 reviews) | 
| **Personalization** | 8.4 (257 reviews) | 6.9 (8 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Branding** | 8.5 (255 reviews) | 6.9 (8 reviews) | 
| **Automation** | 8.6 (262 reviews) | 7.5 (8 reviews) | 
| **Artificial Intelligence** | 8.0 (222 reviews) | 8.5 (8 reviews) | 
| **Integrations** | 8.5 (239 reviews) | 7.3 (8 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | 7.8 (18 reviews) | Not enough data | 
| **Multi-step Planning** | 7.9 (17 reviews) | Not enough data | 
| **Cross-system Integration** | 8.1 (18 reviews) | Not enough data | 
| **Adaptive Learning** | 7.9 (19 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 7.9 (18 reviews) | Not enough data | 
| **Decision Making** | 7.8 (18 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 533 |
| **Kayako** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 92 |
| **Kayako** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.8 (88 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (86 reviews) | Not enough data | 

### Player Support Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Player Support Channels - Player Support Platforms

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **In-Game Support** | Not enough data | Not enough data | 
| **Multi-Channel Access** | Not enough data | Not enough data | 
| **Self-Service Help Center** | Not enough data | Not enough data | 

#### Support Operations - Player Support Platforms

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Automated Resolution** | Not enough data | Not enough data | 
| **Player Context** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Player Support Platforms](https://www.g2.com/categories/player-support-platforms)



---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Kayako | 
|---|---|---|
| **Small-Business** | 48.6% | 54.8% | 
| **Mid-Market** | 39.9% | 35.5% | 
| **Enterprise** | 11.6% | 9.7% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.0%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.7%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.1%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Kayako

- **Information Technology and Services:** 26.2%
- **Computer Software:** 15.4%
- **Telecommunications:** 5.9%
- **Internet:** 4.5%
- **Computer Networking:** 3.6%
- **Marketing and Advertising:** 3.6%
- **Education Management:** 3.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 2.7%
- **Higher Education:** 2.7%
- **Other:** 29.0%

---
## Alternatives

### Alternatives to Freshdesk

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3913 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2513 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1284 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7077 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1962 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (8414 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7947 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (3014 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1114 reviews)

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7077 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (431 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7947 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (138 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3913 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2513 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (812 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (3014 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### Kayako

- Title: [Does Kayako offer an API?](https://www.g2.com/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Visit us at https://developer.kayako.com/ for more information."
- Title: [What integrations does Kayako support?](https://www.g2.com/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako has a number of native integrations with popular CRM's and payment platforms such as Salesforce and Stripe. In addition Kayako supports over 750+..."
- Title: [had any one used reporting with kayako](https://www.g2.com/discussions/had-any-one-used-reporting-with-kayako) — 2 comments, 1 upvote
  > **Top comment:** "We never found the Reports usable either. Since the data is in SQL we wrote our own reports engine. (I should note we also have tons of automated messages..."
- Title: [What features does Kayako offer?](https://www.g2.com/discussions/features-functionality) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako's inbox plan that starts at $15/agent gives you a help desk with email ticketing, a knowledge base, live chat for your website, help center and mobile..."
- Title: [Can I use Messenger in multiple languages?](https://www.g2.com/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes, you can use Messenger to offer support in multiple languages. Kayako's localization features let you choose which language your team and your customers..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-kayako)