# Freshdesk, Kayako vs osTicket Comparison

| | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.1 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,750 | 227 | 44 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Small-Business (54.6% of reviews) | Small-Business (56.8% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $15/agent/month | No pricing available | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Kayako

Pros:
- AI Assistance (1 reviews)
- AI Efficiency (1 reviews)

Cons:
- Not Intuitive (1 reviews)
- Quality Issues (1 reviews)

### osTicket

**Not enough data**

---
## Ratings Comparison
| Rating | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
  | **Meets Requirements** | 8.6 (3281 reviews) | 8.1 (205 reviews) | 8.8 (41 reviews) | 
  | **Ease of Use** | 8.9 (3305 reviews) | 8.4 (204 reviews) | 8.2 (41 reviews) | 
  | **Ease of Setup** | 8.6 (2361 reviews) | 8.0 (137 reviews) | 8.0 (29 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.0 (132 reviews) | 8.3 (29 reviews) | 
  | **Quality of Support** | 8.7 (3180 reviews) | 8.0 (191 reviews) | 6.9 (27 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.3 (131 reviews) | 8.4 (24 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3250 reviews) | 7.1 (202 reviews) | 8.8 (39 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Kayako

#### Entry-Level Pricing

Plan: Inbox

Price: $15 /agent/month

Description: A shared email, chat, and social inbox for small teams

Key Features:
- Email, chat and social
- Assignment rules
- Insights

[Browse all 3 editions](https://www.g2.com/products/kayako/pricing)

#### Free Trial

Yes

### osTicket

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2595 |
| **Kayako** | 8.2/10 | 172 |
| **osTicket** | 7.4/10 | 33 |

#### Ticket and Case Management

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Ticket creation user experience** | 8.9 (2253 reviews) ✓ Verified | 8.7 (155 reviews) ✓ Verified | 8.6 (32 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2266 reviews) ✓ Verified | 8.5 (157 reviews) ✓ Verified | 8.7 (32 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2194 reviews) ✓ Verified | 8.1 (149 reviews) ✓ Verified | 8.0 (31 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2069 reviews) ✓ Verified | 8.3 (144 reviews) ✓ Verified | 8.4 (29 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 8.0 (129 reviews) ✓ Verified | 8.0 (24 reviews) | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | 7.6 (146 reviews) ✓ Verified | 7.7 (30 reviews) | 
| **Ticket Collaboration** | 8.7 (2029 reviews) ✓ Verified | 8.5 (147 reviews) ✓ Verified | 8.3 (31 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 7.8 (56 reviews) | 7.3 (17 reviews) | 

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 9.3 (5 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (325 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | 9.4 (6 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 8.4 (131 reviews) ✓ Verified | 8.1 (24 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 8.7 (144 reviews) ✓ Verified | 9.0 (27 reviews) | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 8.3 (105 reviews) ✓ Verified | 5.3 (10 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 7.3 (57 reviews) ✓ Verified | 5.3 (10 reviews) | 
| **Voice** | 7.9 (936 reviews) ✓ Verified | Feature Not Available | 4.0 (7 reviews) | 

#### Platform

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Mobile User Support** | 8.1 (1160 reviews) ✓ Verified | 7.7 (83 reviews) ✓ Verified | 5.4 (16 reviews) | 
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 7.9 (115 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1552 reviews) ✓ Verified | 8.2 (102 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | 
| **Integration** | 8.3 (1157 reviews) ✓ Verified | 7.9 (65 reviews) ✓ Verified | 6.8 (13 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1882 reviews) ✓ Verified | 7.4 (132 reviews) ✓ Verified | 7.2 (26 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1968 reviews) ✓ Verified | 7.7 (128 reviews) ✓ Verified | 7.8 (27 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | Not enough data | 

#### Design

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Kayako** | 8.2/10 | 14 |
| **osTicket** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Notes** | 8.9 (237 reviews) | 8.2 (13 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | 8.7 (13 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | 8.3 (13 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | 7.6 (13 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | 8.3 (13 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | 8.5 (13 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | 8.5 (13 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Trends** | 8.3 (204 reviews) | 8.2 (13 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | 7.9 (13 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Feature Not Available | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1887 |
| **Kayako** | 8.5/10 | 139 |
| **osTicket** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | Not enough data | 

#### Communication

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 8.5 (40 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 8.1 (34 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.8 (29 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 7.9 (115 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 8.7 (37 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | 8.1 (31 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.7 (41 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.6 (37 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.5 (39 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Kayako** | 7.8/10 | 58 |
| **osTicket** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.6 (48 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.7 (49 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | 8.5 (39 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | 7.1 (8 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | 6.9 (8 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Branding** | 8.5 (253 reviews) | 6.9 (8 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | 7.5 (8 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.5 (8 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | 7.3 (8 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | Not enough data | 

#### Process

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | Not enough data | 

#### Channels

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | Not enough data | 

#### Insight

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | Not enough data | 

### AWS Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Agentic AI - AWS Marketplace

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | Not enough data | 

#### Automation

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kayako** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshdesk (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Kayako (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to osTicket (1):** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Kayako | osTicket | 
|---|---|---|---|
| **Small-Business** | 48.7% | 54.6% | 56.8% | 
| **Mid-Market** | 39.7% | 35.8% | 34.1% | 
| **Enterprise** | 11.6% | 9.6% | 9.1% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Kayako

- **Information Technology and Services:** 26.1%
- **Computer Software:** 15.3%
- **Telecommunications:** 5.9%
- **Internet:** 4.5%
- **Marketing and Advertising:** 4.1%
- **Computer Networking:** 3.6%
- **Education Management:** 3.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 2.7%
- **Higher Education:** 2.7%
- **Other:** 28.8%

#### osTicket

- **Information Technology and Services:** 22.7%
- **Education Management:** 13.6%
- **Computer Software:** 11.4%
- **Telecommunications:** 4.5%
- **Retail:** 4.5%
- **Primary/Secondary Education:** 4.5%
- **Internet:** 4.5%
- **Accounting:** 2.3%
- **Capital Markets:** 2.3%
- **Computer Games:** 2.3%
- **Other:** 27.3%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2487 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6982 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7690 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7348 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6982 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7690 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2487 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)

### Alternatives to osTicket

- [OTRS](https://www.g2.com/products/otrs/reviews) — 4.4/5 stars (38 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6982 reviews)
- [Zammad](https://www.g2.com/products/zammad/reviews) — 4.5/5 stars (10 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7690 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) — 4.6/5 stars (95 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (436 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### Kayako

- Title: [Does Kayako offer an API?](https://www.g2.com/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Visit us at https://developer.kayako.com/ for more information."
- Title: [What integrations does Kayako support?](https://www.g2.com/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako has a number of native integrations with popular CRM's and payment platforms such as Salesforce and Stripe. In addition Kayako supports over 750+..."
- Title: [had any one used reporting with kayako](https://www.g2.com/discussions/had-any-one-used-reporting-with-kayako) — 2 comments, 1 upvote
  > **Top comment:** "We never found the Reports usable either. Since the data is in SQL we wrote our own reports engine. (I should note we also have tons of automated messages..."
- Title: [What features does Kayako offer?](https://www.g2.com/discussions/features-functionality) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako's inbox plan that starts at $15/agent gives you a help desk with email ticketing, a knowledge base, live chat for your website, help center and mobile..."
- Title: [Can I use Messenger in multiple languages?](https://www.g2.com/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes, you can use Messenger to offer support in multiple languages. Kayako's localization features let you choose which language your team and your customers..."

### osTicket

- Title: [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) — 1 comment
  > **Top comment:** "TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-kayako-vs-osticket)