# Gorgias vs Kayako Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Gorgias excels in providing a comprehensive customer service platform, allowing users to manage email, chat, and help desk activities seamlessly in one place. This centralized approach is particularly appreciated for its efficiency, as highlighted by users who value the integrated knowledge base.
- **Users say** that Kayako's SingleView™ Customer History feature significantly enhances the support experience by allowing agents to access a customer's full journey and interaction history in one view. This capability helps in delivering personalized support without requiring customers to repeat themselves, which is a notable advantage for businesses focused on customer satisfaction.
- **Reviewers mention** that Gorgias offers superior ease of use, with many users praising its intuitive interface and quick setup process. This user-friendly design is a key factor for teams looking to minimize training time and maximize productivity right from the start.
- **According to verified reviews** , Kayako's AI-powered ticket automation is a standout feature, with users noting that it provides contextual suggestions that help agents respond to tickets more efficiently. This self-learning capability has reportedly saved teams significant time in managing customer inquiries.
- **G2 reviewers highlight** that Gorgias has a strong support team that actively listens to user feedback and implements improvements. Users managing multiple accounts have found it easy to navigate and utilize the platform, which speaks to Gorgias' commitment to customer experience and adaptability.
- **Users report** that while Kayako has some strong features, it faces challenges in overall market presence and user satisfaction compared to Gorgias. The lower G2 scores and fewer recent reviews suggest that Kayako may not be keeping pace with evolving user needs as effectively as Gorgias.



| | Gorgias | Kayako | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 567 | 227 | 
| **Largest Market Segment** | Small-Business (80.7% of reviews) | Small-Business (54.6% of reviews) | 
| **Entry Level Price** | $10.00 | $15/agent/month | 

---
## Top Pros & Cons

### Gorgias

Pros:
- Ease of Use (28 reviews)
- Integrations (24 reviews)

Cons:
- Learning Curve (8 reviews)
- Expensive (7 reviews)

### Kayako

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

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

---
## Ratings Comparison
| Rating | Gorgias | Kayako | 
|---|---|---|
  | **Meets Requirements** | 8.9 (424 reviews) | 8.1 (205 reviews) | 
  | **Ease of Use** | 9.1 (430 reviews) | 8.4 (204 reviews) | 
  | **Ease of Setup** | 8.8 (240 reviews) | 8.0 (137 reviews) | 
  | **Ease of Admin** | 9.2 (212 reviews) | 8.0 (132 reviews) | 
  | **Quality of Support** | 9.1 (408 reviews) | 8.0 (191 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.4 (207 reviews) | 8.3 (131 reviews) | 
  | **Product Direction (% positive)** | 8.9 (381 reviews) | 7.1 (202 reviews) | 

---
## Pricing

### Gorgias

#### Entry-Level Pricing

Plan: Starter

Price: $10.00

Description: Includes 50 tickets/mo, +$0.40 for each extra ticket

Key Features:
- Unlimited users
- Facebook & Instagram integrations
-   Live chat & chat campaigns 

[Browse all 5 editions](https://www.g2.com/products/gorgias/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

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Additional Functionality

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Collaboration & Productivity

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Additional Functionality

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **To-Do List** | Not enough data | Not enough data | 
| **@mentions** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Brainstorming** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **File Transfer** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Real Time Editing** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **Discussions/Forums** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Dashboard

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Gorgias | Kayako | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

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

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

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

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.4/10 | 251 |
| **Kayako** | 8.2/10 | 172 |

#### Ticket and Case Management

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (184 reviews) | 8.7 (155 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (185 reviews) | 8.5 (157 reviews) ✓ Verified | 
| **Workflow** | 8.9 (183 reviews) | 8.1 (149 reviews) ✓ Verified | 
| **Response Automation** | 8.6 (174 reviews) | 8.3 (144 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (133 reviews) | 8.0 (129 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.7 (168 reviews) | 7.6 (146 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.0 (172 reviews) | 8.5 (147 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.8 (171 reviews) | 7.8 (56 reviews) | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.4 (7 reviews) | 9.3 (5 reviews) | 
| **AI Text Summarization** | 7.4 (7 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (6 reviews) | 9.4 (6 reviews) | 
| **Natural Language Interaction** | 6.9 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 7.5 (6 reviews) | Not enough data | 

#### Communication Channels

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Customer Portal** | 9.0 (148 reviews) | 8.4 (131 reviews) ✓ Verified | 
| **Email to Case** | 9.1 (159 reviews) | 8.7 (144 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.8 (153 reviews) | 8.3 (105 reviews) ✓ Verified | 
| **Social Integration** | 8.6 (159 reviews) | 7.3 (57 reviews) ✓ Verified | 
| **Voice** | 8.2 (93 reviews) | Feature Not Available | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Mobile User Support** | 7.3 (102 reviews) | 7.7 (83 reviews) ✓ Verified | 
| **Customization ** | 8.5 (135 reviews) | 7.9 (115 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.9 (145 reviews) | 8.2 (102 reviews) ✓ Verified | 
| **Third-Party Integrations** | 8.7 (143 reviews) | 7.9 (65 reviews) ✓ Verified | 
| **Reporting** | 8.2 (136 reviews) | 7.4 (132 reviews) ✓ Verified | 
| **Activity Dashboard** | 8.3 (139 reviews) | 7.7 (128 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Messenger

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Video Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Channels

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Social Media Integration** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 
| **Multi-Channel Marketing** | Not enough data | Not enough data | 

#### Customers

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Audience Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

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

#### Additional Functionality

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Customizable Fields** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Lead Nurturing** | Not enough data | Not enough data | 
| **Human Handover** | Not enough data | Not enough data | 
| **Lead Management** | Not enough data | Not enough data | 
| **Product Recommendations** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Appointment Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Lead Distribution** | Not enough data | Not enough data | 
| **Campaign Segmentation** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **A/B Testing** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Real-time Conversations** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **One-to-One Messaging** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Appointment Scheduling** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Group Messaging** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Engagement Tracking** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | 8.2/10 | 14 |

#### Productivity Tools

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Notes** | Not enough data | 8.2 (13 reviews) | 
| **Internal Discussion** | Not enough data | 8.7 (13 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.3 (13 reviews) | 
| **Workflows** | Not enough data | 7.6 (13 reviews) | 
| **Templates** | Not enough data | 8.3 (13 reviews) | 
| **Integrations** | Not enough data | 8.5 (13 reviews) | 
| **Tagging System** | Not enough data | 8.5 (13 reviews) | 

#### Analytics

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Trends** | Not enough data | 8.2 (13 reviews) | 
| **Performance Tracking** | Not enough data | 7.9 (13 reviews) | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Conversational Platform

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.4/10 | 7 |
| **Kayako** | N/A | N/A |

#### Customer Support

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Text** | 8.0 (5 reviews) | Not enough data | 
| **Speech** | 7.3 (5 reviews) | Not enough data | 
| **Knowledge Base** | 8.7 (5 reviews) | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Ticket Resolution** | 8.9 (6 reviews) | Not enough data | 
| **Customization** | 8.9 (6 reviews) | Not enough data | 
| **Intelligent Routing** | 8.7 (5 reviews) | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Learning** | 8.9 (6 reviews) | Not enough data | 
| **Language** | 8.7 (5 reviews) | Not enough data | 
| **Conversational AI** | 7.3 (5 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Workflow Management** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Customer Communication** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.6/10 | 248 |
| **Kayako** | 8.5/10 | 139 |

#### Generative AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI Text Generation** | 8.5 (14 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (14 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (14 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Pop-up Chat** | 8.9 (171 reviews) | 8.5 (40 reviews) ✓ Verified | 
| **Notifications** | 8.6 (182 reviews) | 8.8 (39 reviews) ✓ Verified | 
| **Targeted Emails** | 8.5 (124 reviews) | 8.1 (34 reviews) ✓ Verified | 
| **In-App Messaging** | 8.6 (122 reviews) | 8.8 (29 reviews) ✓ Verified | 
| **Co-Browsing** | 8.6 (96 reviews) | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Customization ** | 8.5 (135 reviews) | 7.9 (115 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.9 (152 reviews) | 8.7 (37 reviews) ✓ Verified | 
| **Lead Development** | 8.7 (113 reviews) | 8.1 (31 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (136 reviews) | 8.7 (41 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (143 reviews) | 8.6 (37 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (165 reviews) | 8.5 (39 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.3/10 | 196 |
| **Kayako** | 7.8/10 | 58 |

#### Generative AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI Text Summarization** | 8.3 (5 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Knowledge Base** | 8.6 (161 reviews) | 8.6 (48 reviews) | 
| **Searchable Articles** | 8.4 (153 reviews) | 8.7 (49 reviews) | 
| **Community Forums** | 8.3 (118 reviews) | 8.5 (39 reviews) | 
| **Mobile Optimization** | 7.8 (136 reviews) | 7.1 (8 reviews) | 
| **Personalization** | 8.3 (152 reviews) | 6.9 (8 reviews) | 

#### Self-Service Platform

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Branding** | 8.5 (148 reviews) | 6.9 (8 reviews) | 
| **Automation** | 8.4 (171 reviews) | 7.5 (8 reviews) | 
| **Artificial Intelligence** | 7.9 (141 reviews) | 8.5 (8 reviews) | 
| **Integrations** | 8.8 (173 reviews) | 7.3 (8 reviews) | 

#### Agentic AI - Customer Self-Service

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

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.6/10 | 187 |
| **Kayako** | N/A | N/A |

#### Generative AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI Text Generation** | 7.7 (13 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (13 reviews) | Not enough data | 

#### Process

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Mentions** | 8.7 (148 reviews) | Not enough data | 
| **Tickets** | 9.1 (178 reviews) | Not enough data | 
| **Macros** | 9.3 (176 reviews) | Not enough data | 

#### Channels

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Email** | 9.4 (177 reviews) | Not enough data | 
| **Social** | 8.8 (168 reviews) | Not enough data | 
| **Live Chat** | 9.0 (149 reviews) | Not enough data | 
| **Phone** | 8.2 (91 reviews) | Not enough data | 
| **Text** | 8.3 (94 reviews) | Not enough data | 

#### Insight

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Surveys** | 8.4 (112 reviews) | Not enough data | 
| **Reporting** | 8.5 (144 reviews) | Not enough data | 
| **Visitor Activity** | 8.7 (115 reviews) | Not enough data | 
| **Help Desk** | 9.0 (141 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Generative AI

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI Text Generation** | 9.0 (5 reviews) | Not enough data | 
| **AI Text Summarization** | 9.0 (5 reviews) | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.1/10 | 30 |
| **Kayako** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Gorgias | Kayako | 
|---|---|---|
| **AI chatbots** | 7.3 (15 reviews) | Not enough data | 
| **Messaging and Notifications** | 8.3 (6 reviews) | Not enough data | 
| **AI agents ** | 6.8 (13 reviews) | Not enough data | 
| **Voice assistants** | 5.8 (6 reviews) | Not enough data | 
| **Communication apps** | 6.4 (6 reviews) | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Ecommerce stores** | 9.7 (11 reviews) | Not enough data | 
| **Sales channels** | 9.3 (7 reviews) | Not enough data | 
| **Payment Platform** | 6.3 (5 reviews) | Not enough data | 
| **Internal tools** | 8.3 (14 reviews) | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Gorgias | Kayako | 
|---|---|---|
| **Conversational analytics** | 7.0 (10 reviews) | Not enough data | 
| **Advance reporting** | 6.8 (10 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Kayako** | N/A | N/A |

#### Agentic AI - AI Agents

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

---
## Categories
**Shared Categories (4):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Gorgias (6):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms)

**Unique to Kayako (1):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Gorgias | Kayako | 
|---|---|---|
| **Small-Business** | 80.7% | 54.6% | 
| **Mid-Market** | 18.4% | 35.8% | 
| **Enterprise** | 0.9% | 9.6% | 

### By Industry

#### Gorgias

- **Retail:** 21.4%
- **Apparel & Fashion:** 15.0%
- **Consumer Goods:** 11.9%
- **Food & Beverages:** 9.9%
- **Consumer Services:** 6.8%
- **Health, Wellness and Fitness:** 6.0%
- **Cosmetics:** 5.3%
- **Sporting Goods:** 2.7%
- **Luxury Goods & Jewelry:** 2.6%
- **Food Production:** 2.0%
- **Other:** 16.6%

#### 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%

---
## Alternatives

### Alternatives to Gorgias

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7024 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3901 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1959 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1114 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3759 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (565 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2920 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2507 reviews)
- [Re:amaze](https://www.g2.com/products/re-amaze/reviews) — 4.6/5 stars (140 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7359 reviews)

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7024 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3759 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (431 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 (7835 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 (138 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3901 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2507 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews)

---
## Top Discussions

### Gorgias

- Title: [Is gorgias worth?](https://www.g2.com/discussions/is-gorgias-worth) — 2 comments
  > **Top comment:** "Depending on your business size Gorgias is worth the investment. I started with the Basic plan which was $60 a month and it was worth every penny. Unlike..."
- Title: [What does gorgias integrate with?](https://www.g2.com/discussions/what-does-gorgias-integrate-with) — 2 comments
  > **Top comment:** "My understanding is Gorgias can integrate with most apps as an HTTP  connection (webhook)  as long as there is an API  capability. They also have a list of..."
- Title: [Is gorgias a CRM tool?](https://www.g2.com/discussions/is-gorgias-a-crm-tool) — 2 comments
  > **Top comment:** "Yes"
- Title: [What is gorgias software?](https://www.g2.com/discussions/what-is-gorgias-software) — 2 comments
  > **Top comment:** "It is a customer service ticketing software"
- Title: [What is the next big feature that we can expect from this great platform?](https://www.g2.com/discussions/what-is-the-next-big-feature-that-we-can-expect-from-this-great-platform) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

### 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..."

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