Compare Helpshift, Zoho Desk, Freshdesk, and Kayako

Pricing

 
Professional
$95
Per User / Per Month
FREE
$0
/agent/month
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
 
Enterprise
$135
Per User / Per Month
PROFESSIONAL
$12
/agent/month
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
 
Platinum
$160
Per User / Per Month
ENTERPRISE
$25
/agent/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
Free Trial
Helpshift
Professional
$95Per User / Per Month
Enterprise
$135Per User / Per Month
Platinum
$160Per User / Per Month
Free Trial
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/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
8.7
8.5
8.1
Ease of Use
Ease of Use
8.8
8.5
8.8
8.4
Ease of Setup
Ease of Setup
8.8
8.1
8.6
8.0
Ease of Admin
Ease of Admin
8.6
8.4
8.7
8.1
Quality of Support
Quality of Support
8.5
8.2
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
8.8
8.5
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
8.2
8.7
8.7
7.3
Meets Requirements
Helpshift
8.7
Zoho Desk
8.7
Freshdesk
8.5
Kayako
8.1
Ease of Use
Helpshift
8.8
Zoho Desk
8.5
Freshdesk
8.8
Kayako
8.4
Ease of Setup
Helpshift
8.8
Zoho Desk
8.1
Freshdesk
8.6
Kayako
8.0
Ease of Admin
Helpshift
8.6
Zoho Desk
8.4
Freshdesk
8.7
Kayako
8.1
Quality of Support
Helpshift
8.5
Zoho Desk
8.2
Freshdesk
8.9
Kayako
8.2
Ease of Doing Business With
Helpshift
8.8
Zoho Desk
8.5
Freshdesk
8.8
Kayako
8.4
Product Direction (% positive)
Helpshift
8.2
Zoho Desk
8.7
Freshdesk
8.7
Kayako
7.3

Features

Ticket and Case Management
Ticket creation user experience
Helpshift
8.6
Zoho Desk
8.7
Freshdesk
8.9
Kayako
8.7
Ticket response user experience
Helpshift
8.8
Zoho Desk
8.5
Freshdesk
8.8
Kayako
8.5
Workflow
Helpshift
8.5
Zoho Desk
8.2
Freshdesk
8.4
Kayako
8.1
Response Automation
Helpshift
8.4
Zoho Desk
8.4
Freshdesk
8.4
Kayako
8.3
SLA Management
Helpshift
8.3
Zoho Desk
8.3
Freshdesk
8.2
Kayako
7.9
Attachments/Screencasts
Helpshift
8.5
Zoho Desk
8.3
Freshdesk
8.4
Kayako
7.5
Ticket Collaboration
Helpshift
8.2
Zoho Desk
8.6
Freshdesk
8.6
Kayako
8.5
Knowledge Share
Knowledge Base
Helpshift
8.9
Zoho Desk
8.7
Freshdesk
8.8
Kayako
8.7
Searchable Articles
Helpshift
8.6
Zoho Desk
8.7
Freshdesk
8.6
Kayako
9.0
Community Forums
Helpshift
8.5
Zoho Desk
8.4
Freshdesk
8.5
Kayako
8.5
Interactive FAQs & Forums
Helpshift
8.3
Zoho Desk
8.6
Freshdesk
8.5
Kayako
8.8
Communication
Pop-up Chat
Helpshift
8.9
Zoho Desk
9.0
Freshdesk
9.1
Kayako
8.6
Notifications
Helpshift
8.5
Zoho Desk
8.9
Freshdesk
8.8
Kayako
8.6
Targeted Emails
Helpshift
8.8
Zoho Desk
8.9
Freshdesk
9.0
Kayako
8.2
In-App Messaging
Helpshift
9.0
Zoho Desk
8.9
Freshdesk
Not enough data available
Kayako
8.6
Interaction
Web Portals
Helpshift
8.6
Zoho Desk
8.6
Freshdesk
7.2
Kayako
8.9
Forum to Reponse
Helpshift
8.8
Zoho Desk
8.5
Freshdesk
8.5
Kayako
8.3
Tickets and Tagging
Helpshift
9.0
Zoho Desk
8.8
Freshdesk
8.8
Kayako
9.1
Live Chat
Helpshift
8.9
Zoho Desk
8.7
Freshdesk
8.8
Kayako
8.9
Internal Use
Customization
Helpshift
8.2
Zoho Desk
8.3
Freshdesk
8.0
Kayako
7.9
Conversation Archiving
Helpshift
9.1
Zoho Desk
9.0
Freshdesk
Not enough data available
Kayako
8.7
Lead Development
Helpshift
8.8
Zoho Desk
9.0
Freshdesk
Not enough data available
Kayako
8.1
Knowledge Base
Helpshift
9.1
Zoho Desk
8.8
Freshdesk
8.9
Kayako
8.4
Team Inbox
Helpshift
8.8
Zoho Desk
8.8
Freshdesk
8.9
Kayako
8.5
Customer Profiles
Helpshift
8.6
Zoho Desk
8.8
Freshdesk
8.6
Kayako
8.2
Communication Channels
Customer Portal
Helpshift
8.6
Zoho Desk
8.4
Freshdesk
8.6
Kayako
8.4
Email to Case
Helpshift
8.6
Zoho Desk
8.7
Freshdesk
8.9
Kayako
8.7
Chat/Live Support
Helpshift
8.6
Zoho Desk
8.5
Freshdesk
8.5
Kayako
8.2
Social Integration
Helpshift
Not enough data available
Zoho Desk
8.5
Freshdesk
8.2
Kayako
7.2
Call Center
Make, Receive, and Record Calls
Helpshift
Not enough data available
Zoho Desk
8.4
Freshdesk
8.3
Kayako
7.0
Customer and Contacts Database
Helpshift
8.2
Zoho Desk
8.3
Freshdesk
8.0
Kayako
7.6
Products and Version Tracking
Helpshift
8.3
Zoho Desk
8.4
Freshdesk
8.3
Kayako
6.9
Call Scripting
Helpshift
Not enough data available
Zoho Desk
8.3
Freshdesk
8.2
Kayako
6.7
Interactive Voice Response (IVR)
Helpshift
Not enough data available
Zoho Desk
8.3
Freshdesk
8.4
Kayako
6.7
Self Service/Community
Forums
Helpshift
8.2
Zoho Desk
8.3
Freshdesk
8.3
Kayako
7.7
Knowledge Base
Helpshift
8.4
Zoho Desk
8.4
Freshdesk
8.5
Kayako
8.0
Ideas/Feedback
Helpshift
8.4
Zoho Desk
8.4
Freshdesk
8.4
Kayako
7.2
Q&A
Helpshift
8.3
Zoho Desk
8.5
Freshdesk
8.5
Kayako
7.9
Reporting & Analytics
Social Monitoring
Helpshift
Not enough data available
Zoho Desk
8.5
Freshdesk
8.2
Kayako
7.0
Reporting
Helpshift
8.0
Zoho Desk
8.3
Freshdesk
7.9
Kayako
7.3
Dashboards
Helpshift
8.0
Zoho Desk
8.4
Freshdesk
8.2
Kayako
7.7
Platform
Mobile User Support
Helpshift
8.9
Zoho Desk
8.4
Freshdesk
8.1
Kayako
7.7
ITIL Compliance
Helpshift
8.8
Zoho Desk
8.5
Freshdesk
8.3
Kayako
7.8
Customization
Helpshift
8.2
Zoho Desk
8.3
Freshdesk
8.0
Kayako
7.9
User, Role, and Access Management
Helpshift
8.7
Zoho Desk
8.5
Freshdesk
8.5
Kayako
8.2
Internationalization
Helpshift
8.8
Zoho Desk
8.2
Freshdesk
8.1
Kayako
8.0
Performance & Reliability
Helpshift
8.7
Zoho Desk
8.7
Freshdesk
8.8
Kayako
8.6
Integration APIs
Helpshift
8.5
Zoho Desk
8.5
Freshdesk
8.2
Kayako
8.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
15.7%
70.5%
52.5%
54.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
66.3%
23.9%
36.6%
35.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
18.0%
5.6%
10.9%
10.5%
Helpshift
Small-Business
15.7%
Mid-Market
66.3%
Enterprise
18.0%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.6%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%
Kayako
Small-Business
54.1%
Mid-Market
35.4%
Enterprise
10.5%

Reviewers' Industry

 
Computer Games
12.5%
Information Technology and Services
23.4%
Information Technology and Services
20.4%
Information Technology and Services
24.8%
 
Consumer Services
9.4%
Computer Software
10.5%
Computer Software
13.9%
Computer Software
17.6%
 
Financial Services
7.8%
Telecommunications
3.9%
Internet
5.8%
Telecommunications
6.8%
 
Entertainment
7.8%
Internet
3.9%
Education Management
3.7%
Internet
5.4%
 
Consumer Goods
7.3%
Marketing and Advertising
3.8%
E-Learning
3.4%
Marketing and Advertising
3.6%
 
Other
55.2%
Other
54.5%
Other
52.9%
Other
41.9%
Helpshift
Computer Games
12.5%
Consumer Services
9.4%
Financial Services
7.8%
Entertainment
7.8%
Consumer Goods
7.3%
Other
55.2%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.5%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.5%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.9%
Kayako
Information Technology and Services
24.8%
Computer Software
17.6%
Telecommunications
6.8%
Internet
5.4%
Marketing and Advertising
3.6%
Other
41.9%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Marketing and Advertising

Easy to use, user friendly, and lightweight. It's very easy to see customer conversation history.

G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

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...

Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
Most Helpful Critical Review
Beejay B.
User

- Always having connectivity issues - Lack of personal data (avg. ticket, charts) - Ability to change the color of the text - Ability to sort via a bullet system not by tags - Need more accurate results when using tags - We need more ability to view...

G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

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
G2 User in Marketing and Advertising

Easy to use, user friendly, and lightweight. It's very easy to see customer conversation history.

Most Helpful Critical Review
Beejay B.
User

- Always having connectivity issues - Lack of personal data (avg. ticket, charts) - Ability to change the color of the text - Ability to sort via a bullet system not by tags - Need more accurate results when using tags - We need more ability to view...

Zoho Desk
Most Helpful Favorable Review
G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

Most Helpful Critical Review
G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

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
Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

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
Zoho Desk
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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