Compare Freshdesk, osTicket, and Kayako

Pricing

 
Sprout
Free
for UNLIMITED agents
Self Hosted
Inbox
$15
/agent/month
 
Blossom
$19
/ agent / month billed annually
Cloud Hosted
Growth
$30
/agent/month
 
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
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
osTicket
Self Hosted
Cloud Hosted
Free Trial Unavailable
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.8
8.1
Ease of Use
Ease of Use
8.8
8.0
8.4
Ease of Setup
Ease of Setup
8.6
7.8
8.0
Ease of Admin
Ease of Admin
8.7
8.3
8.1
Quality of Support
Quality of Support
8.9
6.5
8.2
Ease of Doing Business With
Ease of Doing Business With
8.8
8.3
8.4
Product Direction (% positive)
Product Direction (% positive)
8.7
8.7
7.3
Meets Requirements
Freshdesk
8.5
osTicket
8.8
Kayako
8.1
Ease of Use
Freshdesk
8.8
osTicket
8.0
Kayako
8.4
Ease of Setup
Freshdesk
8.6
osTicket
7.8
Kayako
8.0
Ease of Admin
Freshdesk
8.7
osTicket
8.3
Kayako
8.1
Quality of Support
Freshdesk
8.9
osTicket
6.5
Kayako
8.2
Ease of Doing Business With
Freshdesk
8.8
osTicket
8.3
Kayako
8.4
Product Direction (% positive)
Freshdesk
8.7
osTicket
8.7
Kayako
7.3

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
osTicket
8.6
Kayako
8.7
Ticket response user experience
Freshdesk
8.8
osTicket
8.6
Kayako
8.4
Workflow
Freshdesk
8.4
osTicket
8.0
Kayako
8.1
Response Automation
Freshdesk
8.5
osTicket
8.5
Kayako
8.3
SLA Management
Freshdesk
8.2
osTicket
8.0
Kayako
7.9
Attachments/Screencasts
Freshdesk
8.4
osTicket
7.8
Kayako
7.6
Ticket Collaboration
Freshdesk
8.6
osTicket
8.2
Kayako
8.5
Communication Channels
Customer Portal
Freshdesk
8.6
osTicket
8.1
Kayako
8.4
Email to Case
Freshdesk
8.9
osTicket
9.1
Kayako
8.7
Chat/Live Support
Freshdesk
8.5
osTicket
4.3
Kayako
8.3
Social Integration
Freshdesk
8.3
osTicket
4.3
Kayako
7.5
Call Center
Make, Receive, and Record Calls
Freshdesk
8.4
osTicket
Not enough data available
Kayako
7.0
Customer and Contacts Database
Freshdesk
8.0
osTicket
6.9
Kayako
7.6
Products and Version Tracking
Freshdesk
8.3
osTicket
6.3
Kayako
6.9
Call Scripting
Freshdesk
8.2
osTicket
Not enough data available
Kayako
6.7
Interactive Voice Response (IVR)
Freshdesk
8.4
osTicket
Not enough data available
Kayako
6.7
Self Service/Community
Forums
Freshdesk
8.3
osTicket
7.9
Kayako
7.7
Knowledge Base
Freshdesk
8.5
osTicket
7.7
Kayako
8.0
Ideas/Feedback
Freshdesk
8.4
osTicket
7.6
Kayako
7.2
Q&A
Freshdesk
8.5
osTicket
8.4
Kayako
8.0
Reporting & Analytics
Social Monitoring
Freshdesk
8.3
osTicket
Not enough data available
Kayako
7.2
Reporting
Freshdesk
7.9
osTicket
7.2
Kayako
7.4
Dashboards
Freshdesk
8.2
osTicket
7.9
Kayako
7.7
Platform
Mobile User Support
Freshdesk
8.1
osTicket
5.3
Kayako
7.7
ITIL Compliance
Freshdesk
8.3
osTicket
6.0
Kayako
7.7
Customization
Freshdesk
8.0
osTicket
7.4
Kayako
7.9
User, Role, and Access Management
Freshdesk
8.5
osTicket
8.9
Kayako
8.2
Internationalization
Freshdesk
8.1
osTicket
8.7
Kayako
8.0
Performance & Reliability
Freshdesk
8.8
osTicket
8.9
Kayako
8.6
Integration APIs
Freshdesk
8.2
osTicket
6.5
Kayako
8.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.2%
55.6%
55.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.2%
37.0%
33.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
11.6%
7.4%
11.0%
Freshdesk
Small-Business
52.2%
Mid-Market
36.2%
Enterprise
11.6%
osTicket
Small-Business
55.6%
Mid-Market
37.0%
Enterprise
7.4%
Kayako
Small-Business
55.5%
Mid-Market
33.5%
Enterprise
11.0%

Reviewers' Industry

 
Information Technology and Services
19.9%
Information Technology and Services
18.5%
Information Technology and Services
26.7%
 
Computer Software
13.3%
Education Management
18.5%
Computer Software
15.9%
 
Internet
5.5%
Computer Software
11.1%
Telecommunications
5.6%
 
Education Management
3.8%
Retail
7.4%
Internet
4.6%
 
Marketing and Advertising
3.2%
Wholesale
3.7%
Computer Networking
4.1%
 
Other
54.3%
Other
40.7%
Other
43.1%
Freshdesk
Information Technology and Services
19.9%
Computer Software
13.3%
Internet
5.5%
Education Management
3.8%
Marketing and Advertising
3.2%
Other
54.3%
osTicket
Information Technology and Services
18.5%
Education Management
18.5%
Computer Software
11.1%
Retail
7.4%
Wholesale
3.7%
Other
40.7%
Kayako
Information Technology and Services
26.7%
Computer Software
15.9%
Telecommunications
5.6%
Internet
4.6%
Computer Networking
4.1%
Other
43.1%

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...

David R.
Administrator in Information Technology and Services

The massive amount of customization puts this helpdesk ahead of any other hosted solution. As well, the ability to create tickets from from emails is a huge help.

Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

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

They do not offer a WYSIWYG editor globally.

Joseph H.
Agency in Libraries

The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has...

Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
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.

osTicket
Most Helpful Favorable Review
David R.
Administrator in Information Technology and Services

The massive amount of customization puts this helpdesk ahead of any other hosted solution. As well, the ability to create tickets from from emails is a huge help.

Most Helpful Critical Review
Joseph H.
Agency in Libraries

The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has...

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

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

 
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Videos

 
No videos providedNo videos provided
Freshdesk
osTicket
No videos provided
Kayako
No videos provided

Downloads

osTicket
No downloads provided
Kayako
No downloads provided
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