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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (55.9% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$15/agent/month
Help Scout
Star Rating
(417)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 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.
- Users report that Kayako excels in its multi-channel coverage with a score of 9.8, allowing seamless integration across various platforms, while Help Scout, although strong, has not reached the same level of versatility.
- Reviewers mention that Help Scout shines in its ease of use, scoring 9.2 compared to Kayako's 8.4, making it a preferred choice for teams looking for a user-friendly interface.
- G2 users highlight that Help Scout's ticket response user experience is rated at 9.2, which is higher than Kayako's 8.5, indicating a more efficient workflow for handling customer inquiries.
- Users on G2 report that Help Scout's knowledge base feature is particularly strong, scoring 9.0, while Kayako's is slightly lower at 8.6, suggesting that Help Scout provides a better self-service experience for customers.
- Reviewers say that Help Scout's internal discussion feature is rated at 9.1, which is higher than Kayako's 8.7, indicating that Help Scout offers better collaboration tools for team communication.
- Users report that Kayako's ticket collaboration feature scores 8.6, while Help Scout's is slightly higher at 8.9, suggesting that Help Scout provides a more effective environment for team collaboration on customer tickets.
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
315
8.1
201
Ease of Use
9.2
319
8.4
199
Ease of Setup
9.2
163
8.0
132
Ease of Admin
9.1
163
8.0
131
Quality of Support
9.1
289
8.1
187
Has the product been a good partner in doing business?
9.1
156
8.3
130
Product Direction (% positive)
8.2
303
7.1
198
Features by Category
Ticket and Case Management
9.2
175
|
Verified
8.7
155
|
Verified
9.2
174
|
Verified
8.5
154
|
Verified
8.6
188
|
Verified
8.1
148
|
Verified
8.6
164
8.3
140
|
Verified
Feature Not Available
8.0
129
|
Verified
8.7
176
|
Verified
7.6
145
|
Verified
8.9
175
|
Verified
8.5
147
|
Verified
8.2
99
7.8
55
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
166
|
Verified
8.7
142
|
Verified
7.7
101
|
Verified
8.3
104
|
Verified
7.7
61
7.4
56
|
Verified
6.8
28
|
Verified
Feature Not Available
Platform
7.5
39
7.7
83
|
Verified
7.7
90
|
Verified
7.9
115
|
Verified
8.6
104
|
Verified
8.2
102
|
Verified
8.5
78
|
Verified
7.9
65
|
Verified
8.1
144
|
Verified
7.4
131
|
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
9.0
29
|
Verified
8.5
40
|
Verified
8.9
30
|
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
90
|
Verified
7.9
115
|
Verified
8.7
29
|
Verified
8.7
37
|
Verified
7.9
18
|
Verified
8.1
31
|
Verified
9.0
32
|
Verified
8.7
41
|
Verified
9.5
30
|
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
107
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
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
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
Why sometimes the messages are not merged by themself?
2 Comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
What should I look for in a ticketing system?
2 Comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. 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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