Compare Freshdesk, Kayako, and Zoho Desk

Pricing

 
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
FREE
$0
/agent/month
 
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
PROFESSIONAL
$12
/agent/month
 
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
ENTERPRISE
$25
/agent/month
 
Estate
$49
/ agent / month billed annually
 
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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

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

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
Kayako
8.7
Zoho Desk
8.7
Ticket response user experience
Freshdesk
8.8
Kayako
8.5
Zoho Desk
8.5
Workflow
Freshdesk
8.4
Kayako
8.1
Zoho Desk
8.2
Response Automation
Freshdesk
8.4
Kayako
8.4
Zoho Desk
8.4
SLA Management
Freshdesk
8.2
Kayako
8.0
Zoho Desk
8.3
Attachments/Screencasts
Freshdesk
8.4
Kayako
7.6
Zoho Desk
8.3
Ticket Collaboration
Freshdesk
8.6
Kayako
8.5
Zoho Desk
8.6
Knowledge Share
Knowledge Base
Freshdesk
8.8
Kayako
8.7
Zoho Desk
8.7
Searchable Articles
Freshdesk
8.6
Kayako
9.1
Zoho Desk
8.7
Community Forums
Freshdesk
8.5
Kayako
8.5
Zoho Desk
8.4
Interactive FAQs & Forums
Freshdesk
8.5
Kayako
8.8
Zoho Desk
8.6
Communication
Pop-up Chat
Freshdesk
9.1
Kayako
8.6
Zoho Desk
9.0
Notifications
Freshdesk
8.8
Kayako
8.5
Zoho Desk
8.9
Targeted Emails
Freshdesk
9.0
Kayako
8.3
Zoho Desk
8.9
In-App Messaging
Freshdesk
Not enough data available
Kayako
8.6
Zoho Desk
8.9
Interaction
Web Portals
Freshdesk
7.2
Kayako
8.9
Zoho Desk
8.6
Forum to Reponse
Freshdesk
8.5
Kayako
8.3
Zoho Desk
8.5
Tickets and Tagging
Freshdesk
8.8
Kayako
9.1
Zoho Desk
8.8
Live Chat
Freshdesk
8.8
Kayako
8.9
Zoho Desk
8.7
Internal Use
Customization
Freshdesk
8.0
Kayako
7.8
Zoho Desk
8.3
Conversation Archiving
Freshdesk
Not enough data available
Kayako
8.7
Zoho Desk
9.0
Lead Development
Freshdesk
Not enough data available
Kayako
8.2
Zoho Desk
9.0
Knowledge Base
Freshdesk
8.9
Kayako
8.4
Zoho Desk
8.8
Team Inbox
Freshdesk
8.9
Kayako
8.5
Zoho Desk
8.8
Customer Profiles
Freshdesk
8.6
Kayako
8.3
Zoho Desk
8.8
Communication Channels
Customer Portal
Freshdesk
8.6
Kayako
8.4
Zoho Desk
8.4
Email to Case
Freshdesk
8.9
Kayako
8.7
Zoho Desk
8.7
Chat/Live Support
Freshdesk
8.5
Kayako
8.3
Zoho Desk
8.5
Social Integration
Freshdesk
8.3
Kayako
7.2
Zoho Desk
8.5
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Kayako
7.0
Zoho Desk
8.4
Customer and Contacts Database
Freshdesk
8.0
Kayako
7.6
Zoho Desk
8.3
Products and Version Tracking
Freshdesk
8.3
Kayako
6.9
Zoho Desk
8.4
Call Scripting
Freshdesk
8.2
Kayako
6.7
Zoho Desk
8.3
Interactive Voice Response (IVR)
Freshdesk
8.4
Kayako
6.7
Zoho Desk
8.3
Self Service/Community
Forums
Freshdesk
8.3
Kayako
7.7
Zoho Desk
8.3
Knowledge Base
Freshdesk
8.5
Kayako
8.0
Zoho Desk
8.4
Ideas/Feedback
Freshdesk
8.4
Kayako
7.2
Zoho Desk
8.4
Q&A
Freshdesk
8.5
Kayako
7.9
Zoho Desk
8.5
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Kayako
7.1
Zoho Desk
8.5
Reporting
Freshdesk
7.9
Kayako
7.3
Zoho Desk
8.3
Dashboards
Freshdesk
8.2
Kayako
7.7
Zoho Desk
8.4
Platform
Mobile User Support
Freshdesk
8.1
Kayako
7.7
Zoho Desk
8.4
ITIL Compliance
Freshdesk
8.3
Kayako
7.8
Zoho Desk
8.5
Customization
Freshdesk
8.0
Kayako
7.8
Zoho Desk
8.3
User, Role, and Access Management
Freshdesk
8.5
Kayako
8.2
Zoho Desk
8.5
Internationalization
Freshdesk
8.1
Kayako
8.0
Zoho Desk
8.2
Performance & Reliability
Freshdesk
8.8
Kayako
8.6
Zoho Desk
8.7
Integration APIs
Freshdesk
8.2
Kayako
8.0
Zoho Desk
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.5%
53.8%
70.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.6%
35.7%
23.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.9%
10.4%
5.6%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%
Kayako
Small-Business
53.8%
Mid-Market
35.7%
Enterprise
10.4%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.6%

Reviewers' Industry

 
Information Technology and Services
20.3%
Information Technology and Services
24.7%
Information Technology and Services
23.4%
 
Computer Software
14.0%
Computer Software
17.5%
Computer Software
10.5%
 
Internet
5.8%
Telecommunications
6.7%
Telecommunications
3.9%
 
Education Management
3.7%
Internet
5.4%
Internet
3.9%
 
E-Learning
3.4%
Marketing and Advertising
3.6%
Marketing and Advertising
3.8%
 
Other
52.8%
Other
42.2%
Other
54.5%
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%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.5%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.5%

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!

Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

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.

G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

 
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.

Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Most Helpful Critical Review
G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

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.

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.

Zoho Desk
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