Compare Freshdesk, Salesforce Service Cloud, and Kayako

Pricing

 
Sprout
Free
for UNLIMITED agents
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Inbox
$15
/agent/month
 
Blossom
$19
/ agent / month billed annually
Professional Edition
$ 75 USD
Per user/month (billed annually)
Growth
$30
/agent/month
 
Garden
$35
/ agent / month billed annually
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Scale
$60
/agent/month
 
Estate
$49
/ agent / month billed annually
Unlimited Edition
$ 300 USD
Per user/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
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.5
8.1
Ease of Use
Ease of Use
8.8
8.1
8.4
Ease of Setup
Ease of Setup
8.6
7.6
8.0
Ease of Admin
Ease of Admin
8.7
8.0
8.1
Quality of Support
Quality of Support
8.9
8.1
8.2
Ease of Doing Business With
Ease of Doing Business With
8.8
8.4
8.4
Product Direction (% positive)
Product Direction (% positive)
8.7
7.8
7.3
Meets Requirements
Freshdesk
8.5
Salesforce Service Cloud
8.5
Kayako
8.1
Ease of Use
Freshdesk
8.8
Salesforce Service Cloud
8.1
Kayako
8.4
Ease of Setup
Freshdesk
8.6
Salesforce Service Cloud
7.6
Kayako
8.0
Ease of Admin
Freshdesk
8.7
Salesforce Service Cloud
8.0
Kayako
8.1
Quality of Support
Freshdesk
8.9
Salesforce Service Cloud
8.1
Kayako
8.2
Ease of Doing Business With
Freshdesk
8.8
Salesforce Service Cloud
8.4
Kayako
8.4
Product Direction (% positive)
Freshdesk
8.7
Salesforce Service Cloud
7.8
Kayako
7.3

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
Salesforce Service Cloud
8.3
Kayako
8.7
Ticket response user experience
Freshdesk
8.8
Salesforce Service Cloud
8.2
Kayako
8.5
Workflow
Freshdesk
8.4
Salesforce Service Cloud
8.1
Kayako
8.1
Response Automation
Freshdesk
8.4
Salesforce Service Cloud
8.1
Kayako
8.3
SLA Management
Freshdesk
8.2
Salesforce Service Cloud
8.0
Kayako
7.9
Attachments/Screencasts
Freshdesk
8.4
Salesforce Service Cloud
7.7
Kayako
7.5
Ticket Collaboration
Freshdesk
8.6
Salesforce Service Cloud
8.1
Kayako
8.5
Knowledge Share
Knowledge Base
Freshdesk
8.7
Salesforce Service Cloud
8.6
Kayako
8.6
Searchable Articles
Freshdesk
8.6
Salesforce Service Cloud
8.3
Kayako
9.0
Community Forums
Freshdesk
8.4
Salesforce Service Cloud
8.3
Kayako
8.5
Interactive FAQs & Forums
Freshdesk
8.5
Salesforce Service Cloud
8.1
Kayako
8.8
Communication
Pop-up Chat
Freshdesk
9.0
Salesforce Service Cloud
8.6
Kayako
8.5
Notifications
Freshdesk
8.8
Salesforce Service Cloud
8.4
Kayako
8.5
Targeted Emails
Freshdesk
8.9
Salesforce Service Cloud
8.5
Kayako
8.2
In-App Messaging
Freshdesk
Not enough data available
Salesforce Service Cloud
8.7
Kayako
8.6
Interaction
Web Portals
Freshdesk
7.2
Salesforce Service Cloud
8.4
Kayako
8.8
Forum to Reponse
Freshdesk
8.5
Salesforce Service Cloud
8.4
Kayako
8.3
Tickets and Tagging
Freshdesk
8.8
Salesforce Service Cloud
8.6
Kayako
9.0
Live Chat
Freshdesk
8.8
Salesforce Service Cloud
8.3
Kayako
8.9
Internal Use
Customization
Freshdesk
8.0
Salesforce Service Cloud
8.2
Kayako
7.9
Conversation Archiving
Freshdesk
Not enough data available
Salesforce Service Cloud
8.5
Kayako
8.7
Lead Development
Freshdesk
Not enough data available
Salesforce Service Cloud
8.4
Kayako
8.2
Knowledge Base
Freshdesk
8.9
Salesforce Service Cloud
8.1
Kayako
8.4
Team Inbox
Freshdesk
8.8
Salesforce Service Cloud
8.7
Kayako
8.5
Customer Profiles
Freshdesk
8.6
Salesforce Service Cloud
8.6
Kayako
8.3
Communication Channels
Customer Portal
Freshdesk
8.6
Salesforce Service Cloud
8.3
Kayako
8.4
Email to Case
Freshdesk
8.9
Salesforce Service Cloud
8.5
Kayako
8.7
Chat/Live Support
Freshdesk
8.5
Salesforce Service Cloud
8.0
Kayako
8.2
Social Integration
Freshdesk
8.2
Salesforce Service Cloud
8.0
Kayako
7.3
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Salesforce Service Cloud
8.0
Kayako
7.0
Customer and Contacts Database
Freshdesk
8.0
Salesforce Service Cloud
8.3
Kayako
7.6
Products and Version Tracking
Freshdesk
8.3
Salesforce Service Cloud
8.1
Kayako
6.9
Call Scripting
Freshdesk
8.2
Salesforce Service Cloud
7.9
Kayako
6.7
Interactive Voice Response (IVR)
Freshdesk
8.4
Salesforce Service Cloud
8.0
Kayako
6.7
Self Service/Community
Forums
Freshdesk
8.3
Salesforce Service Cloud
8.1
Kayako
7.7
Knowledge Base
Freshdesk
8.5
Salesforce Service Cloud
8.2
Kayako
8.0
Ideas/Feedback
Freshdesk
8.3
Salesforce Service Cloud
8.1
Kayako
7.2
Q&A
Freshdesk
8.5
Salesforce Service Cloud
8.1
Kayako
7.9
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Salesforce Service Cloud
8.1
Kayako
7.1
Reporting
Freshdesk
7.9
Salesforce Service Cloud
8.0
Kayako
7.4
Dashboards
Freshdesk
8.2
Salesforce Service Cloud
8.1
Kayako
7.8
Platform
Mobile User Support
Freshdesk
8.1
Salesforce Service Cloud
7.8
Kayako
7.7
ITIL Compliance
Freshdesk
8.3
Salesforce Service Cloud
8.2
Kayako
7.7
Customization
Freshdesk
8.0
Salesforce Service Cloud
8.2
Kayako
7.9
User, Role, and Access Management
Freshdesk
8.5
Salesforce Service Cloud
8.4
Kayako
8.2
Internationalization
Freshdesk
8.1
Salesforce Service Cloud
8.0
Kayako
7.9
Performance & Reliability
Freshdesk
8.8
Salesforce Service Cloud
8.3
Kayako
8.6
Integration APIs
Freshdesk
8.2
Salesforce Service Cloud
8.1
Kayako
7.9

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.4%
24.7%
54.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.2%
41.1%
34.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
11.4%
34.3%
10.8%
Freshdesk
Small-Business
52.4%
Mid-Market
36.2%
Enterprise
11.4%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
41.1%
Enterprise
34.3%
Kayako
Small-Business
54.8%
Mid-Market
34.4%
Enterprise
10.8%

Reviewers' Industry

 
Information Technology and Services
19.6%
Information Technology and Services
14.2%
Information Technology and Services
27.4%
 
Computer Software
13.4%
Computer Software
14.0%
Computer Software
15.8%
 
Internet
5.6%
Internet
7.5%
Telecommunications
5.8%
 
Education Management
3.9%
Non-Profit Organization Management
3.3%
Internet
4.7%
 
Marketing and Advertising
3.2%
Hospital & Health Care
3.2%
Marketing and Advertising
3.7%
 
Other
54.2%
Other
57.8%
Other
42.6%
Freshdesk
Information Technology and Services
19.6%
Computer Software
13.4%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.2%
Salesforce Service Cloud
Information Technology and Services
14.2%
Computer Software
14.0%
Internet
7.5%
Non-Profit Organization Management
3.3%
Hospital & Health Care
3.2%
Other
57.8%
Kayako
Information Technology and Services
27.4%
Computer Software
15.8%
Telecommunications
5.8%
Internet
4.7%
Marketing and Advertising
3.7%
Other
42.6%

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...

User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

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

They do not offer a WYSIWYG editor globally.

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

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.

Salesforce Service Cloud
Most Helpful Favorable Review
User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

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
Consultant in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

 
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Videos

 No videos provided

Happy customers. Let’s make them happier with Service Cloud.

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
No videos provided
Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

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.

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