Compare Helpshift, Freshdesk, and Kayako

Pricing

 
Professional
$95
Per User / Per Month
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
 
Enterprise
$135
Per User / Per Month
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
 
Platinum
$160
Per User / Per Month
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
Helpshift
Professional
$95Per User / Per Month
Enterprise
$135Per User / Per Month
Platinum
$160Per User / Per Month
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.7
8.5
8.1
Ease of Use
Ease of Use
8.8
8.8
8.4
Ease of Setup
Ease of Setup
8.8
8.6
8.0
Ease of Admin
Ease of Admin
8.6
8.7
8.1
Quality of Support
Quality of Support
8.5
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
8.8
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
8.1
8.7
7.2
Meets Requirements
Helpshift
8.7
Freshdesk
8.5
Kayako
8.1
Ease of Use
Helpshift
8.8
Freshdesk
8.8
Kayako
8.4
Ease of Setup
Helpshift
8.8
Freshdesk
8.6
Kayako
8.0
Ease of Admin
Helpshift
8.6
Freshdesk
8.7
Kayako
8.1
Quality of Support
Helpshift
8.5
Freshdesk
8.9
Kayako
8.2
Ease of Doing Business With
Helpshift
8.8
Freshdesk
8.8
Kayako
8.4
Product Direction (% positive)
Helpshift
8.1
Freshdesk
8.7
Kayako
7.2

Features

Ticket and Case Management
Ticket creation user experience
Helpshift
8.6
Freshdesk
8.9
Kayako
8.7
Ticket response user experience
Helpshift
8.8
Freshdesk
8.8
Kayako
8.5
Workflow
Helpshift
8.5
Freshdesk
8.4
Kayako
8.1
Response Automation
Helpshift
8.4
Freshdesk
8.4
Kayako
8.4
SLA Management
Helpshift
8.2
Freshdesk
8.2
Kayako
7.9
Attachments/Screencasts
Helpshift
8.4
Freshdesk
8.4
Kayako
7.5
Ticket Collaboration
Helpshift
8.2
Freshdesk
8.6
Kayako
8.5
Knowledge Share
Knowledge Base
Helpshift
8.9
Freshdesk
8.8
Kayako
8.7
Searchable Articles
Helpshift
8.5
Freshdesk
8.6
Kayako
9.1
Community Forums
Helpshift
8.5
Freshdesk
8.4
Kayako
8.4
Interactive FAQs & Forums
Helpshift
8.3
Freshdesk
8.5
Kayako
8.8
Communication
Pop-up Chat
Helpshift
8.9
Freshdesk
9.0
Kayako
8.5
Notifications
Helpshift
8.5
Freshdesk
8.8
Kayako
8.5
Targeted Emails
Helpshift
8.8
Freshdesk
9.0
Kayako
8.2
In-App Messaging
Helpshift
9.0
Freshdesk
Not enough data available
Kayako
8.6
Interaction
Web Portals
Helpshift
8.6
Freshdesk
7.2
Kayako
8.9
Forum to Reponse
Helpshift
8.8
Freshdesk
8.5
Kayako
8.3
Tickets and Tagging
Helpshift
9.0
Freshdesk
8.8
Kayako
9.1
Live Chat
Helpshift
8.9
Freshdesk
8.8
Kayako
8.9
Internal Use
Customization
Helpshift
8.2
Freshdesk
8.0
Kayako
7.9
Conversation Archiving
Helpshift
9.1
Freshdesk
Not enough data available
Kayako
8.6
Lead Development
Helpshift
8.8
Freshdesk
Not enough data available
Kayako
8.1
Knowledge Base
Helpshift
9.1
Freshdesk
8.9
Kayako
8.4
Team Inbox
Helpshift
8.8
Freshdesk
8.9
Kayako
8.5
Customer Profiles
Helpshift
8.6
Freshdesk
8.6
Kayako
8.3
Communication Channels
Customer Portal
Helpshift
8.6
Freshdesk
8.6
Kayako
8.4
Email to Case
Helpshift
8.6
Freshdesk
8.9
Kayako
8.7
Chat/Live Support
Helpshift
8.6
Freshdesk
8.5
Kayako
8.3
Social Integration
Helpshift
Not enough data available
Freshdesk
8.2
Kayako
7.2
Call Center
Make, Receive, and Record Calls
Helpshift
Not enough data available
Freshdesk
8.3
Kayako
7.0
Customer and Contacts Database
Helpshift
8.2
Freshdesk
8.0
Kayako
7.6
Products and Version Tracking
Helpshift
8.3
Freshdesk
8.3
Kayako
6.9
Call Scripting
Helpshift
Not enough data available
Freshdesk
8.2
Kayako
6.7
Interactive Voice Response (IVR)
Helpshift
Not enough data available
Freshdesk
8.4
Kayako
6.7
Self Service/Community
Forums
Helpshift
8.3
Freshdesk
8.3
Kayako
7.7
Knowledge Base
Helpshift
8.5
Freshdesk
8.5
Kayako
8.0
Ideas/Feedback
Helpshift
8.4
Freshdesk
8.3
Kayako
7.2
Q&A
Helpshift
8.3
Freshdesk
8.5
Kayako
7.9
Reporting & Analytics
Social Monitoring
Helpshift
Not enough data available
Freshdesk
8.2
Kayako
7.0
Reporting
Helpshift
8.0
Freshdesk
7.9
Kayako
7.3
Dashboards
Helpshift
8.0
Freshdesk
8.2
Kayako
7.7
Platform
Mobile User Support
Helpshift
8.8
Freshdesk
8.1
Kayako
7.7
ITIL Compliance
Helpshift
8.4
Freshdesk
8.3
Kayako
7.7
Customization
Helpshift
8.2
Freshdesk
8.0
Kayako
7.9
User, Role, and Access Management
Helpshift
8.7
Freshdesk
8.5
Kayako
8.2
Internationalization
Helpshift
8.8
Freshdesk
8.1
Kayako
7.9
Performance & Reliability
Helpshift
8.7
Freshdesk
8.8
Kayako
8.6
Integration APIs
Helpshift
8.4
Freshdesk
8.2
Kayako
7.9

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.0%
52.6%
54.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
65.7%
36.3%
34.6%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
18.2%
11.1%
10.4%
Helpshift
Small-Business
16.0%
Mid-Market
65.7%
Enterprise
18.2%
Freshdesk
Small-Business
52.6%
Mid-Market
36.3%
Enterprise
11.1%
Kayako
Small-Business
54.9%
Mid-Market
34.6%
Enterprise
10.4%

Reviewers' Industry

 
Computer Games
12.7%
Information Technology and Services
19.7%
Information Technology and Services
27.4%
 
Consumer Services
9.9%
Computer Software
13.3%
Computer Software
15.6%
 
Financial Services
8.3%
Internet
5.6%
Telecommunications
5.9%
 
Entertainment
8.3%
Education Management
3.9%
Internet
4.8%
 
Consumer Goods
7.7%
Marketing and Advertising
3.2%
Marketing and Advertising
3.2%
 
Other
53.0%
Other
54.3%
Other
43.0%
Helpshift
Computer Games
12.7%
Consumer Services
9.9%
Financial Services
8.3%
Entertainment
8.3%
Consumer Goods
7.7%
Other
53.0%
Freshdesk
Information Technology and Services
19.7%
Computer Software
13.3%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.3%
Kayako
Information Technology and Services
27.4%
Computer Software
15.6%
Telecommunications
5.9%
Internet
4.8%
Marketing and Advertising
3.2%
Other
43.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Alexis D.
User

I like the simplicity of the tool, and it is very user friendly

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Jorge M.
Administrator in Information Technology and Services

Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses!

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Computer Networking

nothing ,as such , its a great tool for work. sometimes i did face a bit of lag but it happned very rarely

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
Helpshift
Most Helpful Favorable Review
Alexis D.
User

I like the simplicity of the tool, and it is very user friendly

Most Helpful Critical Review
G2 User in Computer Networking

nothing ,as such , its a great tool for work. sometimes i did face a bit of lag but it happned very rarely

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Kayako
Most Helpful Favorable Review
Jorge M.
Administrator in Information Technology and Services

Easy and intuitive to navigate! Much improved reporting! Ability to easily customize screens and fields for a multitude of uses!

Most Helpful Critical Review
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

 
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Videos

 No videos provided

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Helpshift
No videos provided
Freshdesk
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

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