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Compare Freshservice and Kayako 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Small-Business (55.9% of reviews)
Entry-Level Pricing
$19.00
$15/agent/month
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansKayako
Star Rating
(222)4.0 out of 5
Market Segments
Small-Business (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Kayako. Users appreciate its intuitive interface and modern tools that streamline customer support management, making it a preferred choice for many organizations.
- According to verified reviews, Freshservice has a much larger volume of recent feedback, indicating a more active user base. With 10 recent reviews compared to Kayako's lack of new feedback, Freshservice users are consistently sharing their positive experiences, highlighting its versatility across multiple departments.
- Users say that Kayako's AI capabilities stand out, particularly in providing contextual suggestions for support agents. Reviewers have noted that the AI learns quickly and helps reduce the volume of repetitive tickets, which can significantly enhance efficiency in support teams.
- Reviewers mention that Freshservice offers a broader range of features, allowing users to consolidate multiple applications into one platform. This flexibility has been particularly beneficial for organizations looking to streamline their operations and improve ticketing processes.
- G2 reviewers highlight that while Kayako has strong AI features, it may struggle with user experience in certain areas, such as setup and customization. Some users have reported challenges in aligning the software with their specific workflows, which can hinder its effectiveness.
- According to user feedback, Freshservice's ease of use and setup is frequently praised, with many users noting that the onboarding process is straightforward. This contrasts with Kayako, where some users have expressed a desire for a more intuitive setup experience.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Free Trial
Freshservice
Free Trial is available
Kayako
Free Trial is available
Ratings
Meets Requirements
8.9
1,168
8.1
201
Ease of Use
9.2
1,170
8.4
199
Ease of Setup
8.8
953
8.0
132
Ease of Admin
9.0
957
8.0
131
Quality of Support
9.0
1,128
8.1
187
Has the product been a good partner in doing business?
9.1
932
8.3
130
Product Direction (% positive)
9.5
1,155
7.1
198
Features by Category
Ticket and Case Management
Not enough data
8.7
155
|
Verified
Not enough data
8.5
154
|
Verified
Not enough data
8.1
148
|
Verified
Not enough data
8.3
140
|
Verified
Not enough data
8.0
129
|
Verified
Not enough data
7.6
145
|
Verified
Not enough data
8.5
147
|
Verified
Not enough data
7.8
55
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.4
131
|
Verified
Not enough data
8.7
142
|
Verified
Not enough data
8.3
104
|
Verified
Not enough data
7.4
56
|
Verified
Not enough data
Feature Not Available
Platform
Not enough data
7.7
83
|
Verified
Not enough data
7.9
115
|
Verified
Not enough data
8.2
102
|
Verified
Not enough data
7.9
65
|
Verified
Not enough data
7.4
131
|
Verified
Not enough data
7.7
128
|
Verified
Administration
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
303
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
8.5
40
|
Verified
Not enough data
8.8
39
|
Verified
Not enough data
8.1
34
|
Verified
Not enough data
8.8
29
|
Verified
Not enough data
Not enough data
Internal Use
Not enough data
7.9
115
|
Verified
Not enough data
8.7
37
|
Verified
Not enough data
8.1
31
|
Verified
Not enough data
8.7
41
|
Verified
Not enough data
8.6
37
|
Verified
Not enough data
8.5
39
|
Verified
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
8.6
48
8.7
132
8.7
49
7.1
112
8.5
39
7.6
114
7.1
8
8.2
133
6.9
8
Self-Service Platform
8.5
134
6.9
8
8.7
138
7.5
8
7.1
107
8.5
8
8.1
129
7.3
8
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Not enough data
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and Kayako are categorized as Customer Self-Service
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Enterprise IT Management, and Service Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
Information Technology and Services
25.8%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.7%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
had any one used reporting with kayako
2 Comments
JE
Hi there! It sounds like you might be using our custom report builder, which is SQL-like. This is an advanced tools for programmers to mine out data from...Read more
What integrations does Kayako support?
2 Comments
EW
The only official integrations Kayako offer is Salesforce and Zapier integration. Kayakos API's, Endpoints and Webhooks are also great if you have the...Read more
Does Kayako offer an API?
2 Comments
EW
Yes. Kayako offers both API's, Webhooks and endpoints. Read more
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