Compare Freshdesk, Kayako, and Zendesk Support

Pricing

 
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
Essential
$5
/month
 
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
Team
$19
/month
 
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
Professional
$49
/month
 
Estate
$49
/ agent / month billed annually
Enterprise
$99
/month
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.1
8.7
Ease of Use
Ease of Use
8.8
8.4
8.6
Ease of Setup
Ease of Setup
8.6
8.0
8.2
Ease of Admin
Ease of Admin
8.7
8.1
8.3
Quality of Support
Quality of Support
8.9
8.2
8.3
Ease of Doing Business With
Ease of Doing Business With
8.8
8.4
8.4
Product Direction (% positive)
Product Direction (% positive)
8.7
7.2
7.6
Meets Requirements
Freshdesk
8.5
Kayako
8.1
Zendesk Support
8.7
Ease of Use
Freshdesk
8.8
Kayako
8.4
Zendesk Support
8.6
Ease of Setup
Freshdesk
8.6
Kayako
8.0
Zendesk Support
8.2
Ease of Admin
Freshdesk
8.7
Kayako
8.1
Zendesk Support
8.3
Quality of Support
Freshdesk
8.9
Kayako
8.2
Zendesk Support
8.3
Ease of Doing Business With
Freshdesk
8.8
Kayako
8.4
Zendesk Support
8.4
Product Direction (% positive)
Freshdesk
8.7
Kayako
7.2
Zendesk Support
7.6

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
Kayako
8.7
Zendesk Support
8.9
Ticket response user experience
Freshdesk
8.8
Kayako
8.5
Zendesk Support
8.7
Workflow
Freshdesk
8.4
Kayako
8.1
Zendesk Support
8.5
Response Automation
Freshdesk
8.4
Kayako
8.4
Zendesk Support
8.4
SLA Management
Freshdesk
8.2
Kayako
8.0
Zendesk Support
8.1
Attachments/Screencasts
Freshdesk
8.4
Kayako
7.6
Zendesk Support
8.4
Ticket Collaboration
Freshdesk
8.6
Kayako
8.5
Zendesk Support
8.6
Knowledge Share
Knowledge Base
Freshdesk
8.8
Kayako
8.7
Zendesk Support
8.6
Searchable Articles
Freshdesk
8.6
Kayako
9.1
Zendesk Support
8.6
Community Forums
Freshdesk
8.5
Kayako
8.5
Zendesk Support
8.3
Interactive FAQs & Forums
Freshdesk
8.5
Kayako
8.8
Zendesk Support
8.3
Interaction
Web Portals
Freshdesk
7.2
Kayako
8.9
Zendesk Support
8.6
Forum to Reponse
Freshdesk
8.5
Kayako
8.3
Zendesk Support
8.5
Tickets and Tagging
Freshdesk
8.8
Kayako
9.1
Zendesk Support
8.9
Live Chat
Freshdesk
8.8
Kayako
8.9
Zendesk Support
8.6
Communication Channels
Customer Portal
Freshdesk
8.6
Kayako
8.4
Zendesk Support
8.5
Email to Case
Freshdesk
8.9
Kayako
8.7
Zendesk Support
8.8
Chat/Live Support
Freshdesk
8.5
Kayako
8.3
Zendesk Support
8.4
Social Integration
Freshdesk
8.3
Kayako
7.2
Zendesk Support
8.2
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Kayako
7.0
Zendesk Support
8.1
Customer and Contacts Database
Freshdesk
8.0
Kayako
7.6
Zendesk Support
8.2
Products and Version Tracking
Freshdesk
8.3
Kayako
6.9
Zendesk Support
8.2
Call Scripting
Freshdesk
8.2
Kayako
6.7
Zendesk Support
8.0
Interactive Voice Response (IVR)
Freshdesk
8.4
Kayako
6.7
Zendesk Support
7.9
Self Service/Community
Forums
Freshdesk
8.3
Kayako
7.7
Zendesk Support
8.1
Knowledge Base
Freshdesk
8.5
Kayako
8.0
Zendesk Support
8.4
Ideas/Feedback
Freshdesk
8.4
Kayako
7.2
Zendesk Support
8.1
Q&A
Freshdesk
8.5
Kayako
7.9
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Kayako
7.1
Zendesk Support
8.0
Reporting
Freshdesk
7.9
Kayako
7.3
Zendesk Support
8.0
Dashboards
Freshdesk
8.2
Kayako
7.7
Zendesk Support
8.2
Platform
Mobile User Support
Freshdesk
8.1
Kayako
7.7
Zendesk Support
8.1
ITIL Compliance
Freshdesk
8.3
Kayako
7.8
Zendesk Support
8.2
Customization
Freshdesk
8.0
Kayako
7.8
Zendesk Support
8.0
User, Role, and Access Management
Freshdesk
8.5
Kayako
8.2
Zendesk Support
8.3
Internationalization
Freshdesk
8.1
Kayako
8.0
Zendesk Support
8.2
Performance & Reliability
Freshdesk
8.8
Kayako
8.6
Zendesk Support
8.5
Integration APIs
Freshdesk
8.2
Kayako
8.0
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.5%
53.8%
38.3%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.6%
35.7%
44.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.9%
10.4%
16.8%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%
Kayako
Small-Business
53.8%
Mid-Market
35.7%
Enterprise
10.4%
Zendesk Support
Small-Business
38.3%
Mid-Market
44.9%
Enterprise
16.8%

Reviewers' Industry

 
Information Technology and Services
20.3%
Information Technology and Services
24.7%
Computer Software
17.5%
 
Computer Software
14.0%
Computer Software
17.5%
Information Technology and Services
15.2%
 
Internet
5.8%
Telecommunications
6.7%
Internet
9.9%
 
Education Management
3.7%
Internet
5.4%
Marketing and Advertising
4.7%
 
E-Learning
3.4%
Marketing and Advertising
3.6%
Retail
3.5%
 
Other
52.8%
Other
42.2%
Other
49.2%
Freshdesk
Information Technology and Services
20.3%
Computer Software
14.0%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.8%
Kayako
Information Technology and Services
24.7%
Computer Software
17.5%
Telecommunications
6.7%
Internet
5.4%
Marketing and Advertising
3.6%
Other
42.2%
Zendesk Support
Computer Software
17.5%
Information Technology and Services
15.2%
Internet
9.9%
Marketing and Advertising
4.7%
Retail
3.5%
Other
49.2%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Jorge M.
Administrator in Information Technology and Services

Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses!

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Kayako
Most Helpful Favorable Review
Jorge M.
Administrator in Information Technology and Services

Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses!

Most Helpful Critical Review
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

 
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Videos

 

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

No videos provided
Freshdesk
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Zendesk Support
No videos provided
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