2026 Best Software Awards are here!See the list
Compare Freshdesk and Kayako 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% 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
(3,713)4.4 out of 5
Market Segments
Small-Business (48.4% 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
(223)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 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
3,253
8.1
201
Ease of Use
8.9
3,275
8.4
199
Ease of Setup
8.6
2,333
8.0
132
Ease of Admin
8.7
2,192
8.0
131
Quality of Support
8.7
3,150
8.1
187
Has the product been a good partner in doing business?
8.8
2,115
8.3
130
Product Direction (% positive)
8.8
3,225
7.1
198
Features by Category
Ticket and Case Management
8.9
2242
|
Verified
8.7
155
|
Verified
8.8
2260
|
Verified
8.5
154
|
Verified
8.5
2179
|
Verified
8.1
148
|
Verified
8.5
2060
|
Verified
8.3
140
|
Verified
8.3
1813
|
Verified
8.0
129
|
Verified
8.5
2095
|
Verified
7.6
145
|
Verified
8.7
2022
|
Verified
8.5
147
|
Verified
8.3
1378
|
Verified
7.8
55
Generative AI
7.3
332
Not enough data
7.4
329
Not enough data
Agentic AI - Help Desk
7.2
61
Not enough data
6.9
61
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1931
|
Verified
8.4
131
|
Verified
8.9
2092
|
Verified
8.7
142
|
Verified
8.4
1322
|
Verified
8.3
104
|
Verified
8.0
1197
|
Verified
7.4
56
|
Verified
7.9
943
|
Verified
Feature Not Available
Platform
8.0
1164
|
Verified
7.7
83
|
Verified
8.1
1665
|
Verified
7.9
115
|
Verified
8.6
1553
|
Verified
8.2
102
|
Verified
8.2
1154
|
Verified
7.9
65
|
Verified
8.0
1882
|
Verified
7.4
131
|
Verified
8.3
1968
|
Verified
7.7
128
|
Verified
Channels
8.4
361
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
270
Not enough data
8.7
266
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
587
|
Verified
8.5
40
|
Verified
8.7
603
|
Verified
8.8
39
|
Verified
8.7
497
|
Verified
8.1
34
|
Verified
8.5
202
8.8
29
|
Verified
8.2
205
Not enough data
Internal Use
8.1
1665
|
Verified
7.9
115
|
Verified
8.6
206
8.7
37
|
Verified
8.2
189
8.1
31
|
Verified
8.8
561
|
Verified
8.7
41
|
Verified
8.8
521
|
Verified
8.6
37
|
Verified
8.6
549
|
Verified
8.5
39
|
Verified
Generative AI
7.9
143
Not enough data
Self-Service Experience
8.7
964
8.6
48
8.6
915
8.7
49
8.3
687
8.5
39
8.2
242
7.1
8
8.4
260
6.9
8
Self-Service Platform
8.5
256
6.9
8
8.6
265
7.5
8
8.0
225
8.5
8
8.5
241
7.3
8
Agentic AI - Customer Self-Service
7.9
19
Not enough data
7.9
18
Not enough data
8.1
19
Not enough data
7.8
20
Not enough data
7.8
20
Not enough data
7.7
19
Not enough data
8.0
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)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
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)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
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
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
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
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
