Compare Freshdesk and Kayako 
Featured Products
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (55.1% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$15/agent/month
Freshdesk
Star Rating
(3,724)4.4 out of 5
Market Segments
Small-Business (48.7% 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
(225)4.0 out of 5
Market Segments
Small-Business (55.1% 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 structured ticket management and automation features, which streamline customer support tasks and reduce manual work.
- Users say Freshdesk's interface is clean and easy to navigate, making it less stressful for agents handling multiple customer queries. This ease of use is highlighted by feedback indicating that new hires can quickly adapt without extensive training.
- Reviewers mention that Kayako's AI capabilities are impressive, providing contextual suggestions that help support agents respond to tickets more efficiently. This feature has been particularly beneficial for teams dealing with repetitive inquiries, as it reduces the need for human intervention on basic issues.
- According to verified reviews, Freshdesk's implementation process is praised for its intuitiveness, allowing teams to get up and running quickly. Users have noted that the platform's customization options enable them to tailor workflows to their specific needs, enhancing overall productivity.
- Users highlight that while Kayako offers strong AI-driven support, it may not match the comprehensive feature set of Freshdesk, particularly in areas like SLA management and ticket automation. This can lead to challenges for teams that require more robust support tools.
- G2 reviewers indicate that Freshdesk's customer support quality is superior, with users rating it highly for responsiveness and helpfulness. This level of support is crucial for teams that rely on timely assistance to resolve customer issues effectively.
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
3,262
8.1
203
Ease of Use
8.9
3,284
8.4
202
Ease of Setup
8.6
2,340
8.0
135
Ease of Admin
8.7
2,197
8.0
132
Quality of Support
8.7
3,159
8.0
189
Has the product been a good partner in doing business?
8.8
2,120
8.3
131
Product Direction (% positive)
8.8
3,233
7.1
200
Features by Category
Ticket and Case Management
8.9
2240
|
Verified
8.7
155
|
Verified
8.8
2256
|
Verified
8.5
156
|
Verified
8.5
2180
|
Verified
8.1
148
|
Verified
8.5
2058
|
Verified
8.3
143
|
Verified
8.3
1805
|
Verified
8.0
129
|
Verified
8.5
2087
|
Verified
7.6
146
|
Verified
8.7
2018
|
Verified
8.5
147
|
Verified
8.3
1370
|
Verified
7.8
56
Generative AI
7.3
327
Not enough data
7.4
322
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1922
|
Verified
8.4
131
|
Verified
8.9
2085
|
Verified
8.7
143
|
Verified
8.4
1311
|
Verified
8.3
105
|
Verified
8.0
1187
|
Verified
7.3
57
|
Verified
7.9
932
|
Verified
Feature Not Available
Platform
8.1
1155
|
Verified
7.7
83
|
Verified
8.1
1657
|
Verified
7.9
115
|
Verified
8.6
1546
|
Verified
8.2
102
|
Verified
8.3
1150
|
Verified
7.9
65
|
Verified
8.0
1873
|
Verified
7.4
132
|
Verified
8.3
1960
|
Verified
7.7
128
|
Verified
Channels
8.4
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
354
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
Generative AI
7.7
262
Not enough data
7.7
262
Not enough data
Usability
8.7
263
Not enough data
8.7
259
Not enough data
8.8
251
Not enough data
Reporting
8.6
245
Not enough data
8.5
241
Not enough data
8.6
253
Not enough data
Generative AI
7.5
178
Not enough data
7.5
178
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
115
Not enough data
7.9
113
Not enough data
7.6
112
Not enough data
Communication
8.8
582
|
Verified
8.5
40
|
Verified
8.7
600
|
Verified
8.8
39
|
Verified
8.7
493
|
Verified
8.1
34
|
Verified
8.5
198
8.8
29
|
Verified
8.2
201
Not enough data
Internal Use
8.1
1657
|
Verified
7.9
115
|
Verified
8.6
202
8.7
37
|
Verified
8.2
185
8.1
31
|
Verified
8.8
557
|
Verified
8.7
41
|
Verified
8.8
518
|
Verified
8.6
37
|
Verified
8.6
546
|
Verified
8.5
39
|
Verified
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
8.6
48
8.6
911
8.7
49
8.3
682
8.5
39
8.2
238
7.1
8
8.4
255
6.9
8
Self-Service Platform
8.5
252
6.9
8
8.6
259
7.5
8
8.0
220
8.5
8
8.4
237
7.3
8
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
12.7%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.3%
Information Technology and Services
26.4%
Computer Software
15.0%
Telecommunications
5.9%
Internet
4.5%
Marketing and Advertising
4.1%
Other
44.1%
Alternatives
Discussions
What is the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.Read more
Does Kayako offer an API?
2 Comments
Official Response from Kayako
Yes. Visit us at https://developer.kayako.com/ for more information.Read more
What integrations does Kayako support?
2 Comments
Official Response from Kayako
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+...Read more
had any one used reporting with kayako
2 Comments
YK
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...Read more
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