Compare Help Scout and Kayako
Featured Products
At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (55.1% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$15/agent/month
Help Scout
Star Rating
(427)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plans
Kayako
Star Rating
(225)4.0 out of 5
Market Segments
Small-Business (55.1% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plans
Help Scout vs Kayako
When assessing the two solutions, reviewers found Help Scout easier to use, set up, and administer. Reviewers also preferred doing business with Help Scout overall.
- Reviewers felt that Help Scout meets the needs of their business better than Kayako.
- When comparing quality of ongoing product support, reviewers felt that Help Scout is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Help Scout over Kayako.
Pricing
Entry-Level Pricing
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Free Trial
Help Scout
Free Trial is available
Kayako
Free Trial is available
Ratings
Meets Requirements
8.7
323
8.1
203
Ease of Use
9.2
327
8.4
202
Ease of Setup
9.2
169
8.0
135
Ease of Admin
9.1
166
8.0
132
Quality of Support
9.0
297
8.0
189
Has the product been a good partner in doing business?
9.1
160
8.3
131
Product Direction (% positive)
8.1
311
7.1
200
Features by Category
Ticket and Case Management
9.2
177
|
Verified
8.7
155
|
Verified
9.2
177
|
Verified
8.5
156
|
Verified
8.6
193
|
Verified
8.1
148
|
Verified
8.6
166
8.3
143
|
Verified
Feature Not Available
8.0
129
|
Verified
8.6
178
|
Verified
7.6
146
|
Verified
8.9
180
|
Verified
8.5
147
|
Verified
8.2
99
7.8
56
Generative AI
5.2
7
Not enough data
6.1
6
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
Feature Not Available
8.4
131
|
Verified
9.2
170
|
Verified
8.7
143
|
Verified
7.7
105
|
Verified
8.3
105
|
Verified
7.7
61
7.3
57
|
Verified
6.8
28
|
Verified
Feature Not Available
Platform
7.5
39
7.7
83
|
Verified
7.7
92
|
Verified
7.9
115
|
Verified
8.6
104
|
Verified
8.2
102
|
Verified
8.5
81
|
Verified
7.9
65
|
Verified
8.1
147
|
Verified
7.4
132
|
Verified
8.2
151
|
Verified
7.7
128
|
Verified
Channels
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Not enough data
Design
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Not enough data
Support Automation
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
8.9
30
|
Verified
8.5
40
|
Verified
8.9
32
|
Verified
8.8
39
|
Verified
Feature Not Available
8.1
34
|
Verified
8.2
22
|
Verified
8.8
29
|
Verified
Feature Not Available
Not enough data
Internal Use
7.7
92
|
Verified
7.9
115
|
Verified
8.7
29
|
Verified
8.7
37
|
Verified
7.9
18
|
Verified
8.1
31
|
Verified
9.1
35
|
Verified
8.7
41
|
Verified
9.5
33
|
Verified
8.6
37
|
Verified
8.4
30
|
Verified
8.5
39
|
Verified
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.7
108
8.6
48
8.3
103
8.7
49
Feature Not Available
8.5
39
8.3
26
7.1
8
8.5
29
6.9
8
Self-Service Platform
8.8
28
6.9
8
8.7
31
7.5
8
Feature Not Available
8.5
8
8.7
29
7.3
8
Agentic AI - Customer Self-Service
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Help Scout and Kayako are categorized as Digital Customer Service Platforms, Shared Inbox, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Conversational Support, Customer Communications Management, and Email Management
Kayako has no unique categories
Reviews
Reviewers' Company Size
Help Scout
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
Computer Software
21.3%
Information Technology and Services
9.9%
Internet
7.5%
Marketing and Advertising
4.3%
Retail
4.1%
Other
52.9%
Information Technology and Services
26.4%
Computer Software
15.0%
Telecommunications
5.9%
Internet
4.5%
Marketing and Advertising
4.1%
Other
44.1%
Alternatives
Discussions
What should I look for in a ticketing system?
2 Comments
AG
What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.
I...Read more
Why sometimes the messages are not merged by themself?
2 Comments
DP
I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded).Read more
Is Helpscout a CRM?
1 Comment
BW
No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to...Read more
Does Kayako offer an API?
2 Comments
Official Response from Kayako
Yes. Visit us at https://developer.kayako.com/ for more information.Read more
What integrations does Kayako support?
2 Comments
Official Response from Kayako
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+...Read more
had any one used reporting with kayako
2 Comments
YK
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...Read more