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Compare KANA Enterprise, KnowledgeOwl, and Freshdesk

Pricing

 
Additional Users
$20
month
Sprout
Free
for UNLIMITED agents
 
KnowledgeOwl Subscription
$49
month
Blossom
$19
/ agent / month billed annually
 
Additional Knowledge Bases
$30
month
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial Unavailable
Free Trial
KANA Enterprise
Free Trial Unavailable
KnowledgeOwl
Additional Users
$20month
KnowledgeOwl Subscription
$49month
Additional Knowledge Bases
$30month
Free Trial Unavailable
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

Ratings

Meets Requirements
Meets Requirements
8.0
9.0
8.5
Ease of Use
Ease of Use
8.3
9.0
8.8
Ease of Setup
Ease of Setup
6.4
8.9
8.6
Ease of Admin
Ease of Admin
6.7
8.9
8.7
Quality of Support
Quality of Support
7.5
9.6
8.9
Ease of Doing Business With
Ease of Doing Business With
6.7
9.6
8.8
Product Direction (% positive)
Product Direction (% positive)
6.8
9.3
8.6
Meets Requirements
KANA Enterprise
8.0
KnowledgeOwl
9.0
Freshdesk
8.5
Ease of Use
KANA Enterprise
8.3
KnowledgeOwl
9.0
Freshdesk
8.8
Ease of Setup
KANA Enterprise
6.4
KnowledgeOwl
8.9
Freshdesk
8.6
Ease of Admin
KANA Enterprise
6.7
KnowledgeOwl
8.9
Freshdesk
8.7
Quality of Support
KANA Enterprise
7.5
KnowledgeOwl
9.6
Freshdesk
8.9
Ease of Doing Business With
KANA Enterprise
6.7
KnowledgeOwl
9.6
Freshdesk
8.8
Product Direction (% positive)
KANA Enterprise
6.8
KnowledgeOwl
9.3
Freshdesk
8.6

Features

Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
KnowledgeOwl
9.0
Freshdesk
8.8
Searchable Articles
KANA Enterprise
Not enough data available
KnowledgeOwl
8.7
Freshdesk
8.6
Community Forums
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Freshdesk
8.4
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Freshdesk
8.5
Interaction
Web Portals
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Freshdesk
7.2
Forum to Reponse
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Freshdesk
8.5
Tickets and Tagging
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Freshdesk
8.8
Live Chat
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Freshdesk
8.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
30.4%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
43.5%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
26.1%
10.9%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
KnowledgeOwl
Small-Business
30.4%
Mid-Market
43.5%
Enterprise
26.1%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
18.8%
Computer Software
22.2%
Information Technology and Services
20.4%
 
Telecommunications
12.5%
Internet
8.3%
Computer Software
13.9%
 
Retail
12.5%
Information Technology and Services
8.3%
Internet
5.9%
 
Outsourcing/Offshoring
12.5%
Education Management
8.3%
Education Management
3.7%
 
Insurance
12.5%
Non-Profit Organization Management
6.9%
E-Learning
3.4%
 
Other
31.3%
Other
45.8%
Other
52.7%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
KnowledgeOwl
Computer Software
22.2%
Internet
8.3%
Information Technology and Services
8.3%
Education Management
8.3%
Non-Profit Organization Management
6.9%
Other
45.8%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Banking

I like that it stores all my messages from the customer in one place.

Elizabeth H.
User in Real Estate

Ease of navigation, customization, creation of sub categories and articles is very simple

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
Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Rebecca C.
Administrator in Marketing and Advertising

I didn't like the process of having to add each person as a user rather than giving everyone in the org access. Our knowledgeowl subscription only allowed for a few subscriptions which meant that we were constantly adding and removing people to ensure that...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
KANA Enterprise
Most Helpful Favorable Review
G2 User in Banking

I like that it stores all my messages from the customer in one place.

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

KnowledgeOwl
Most Helpful Favorable Review
Elizabeth H.
User in Real Estate

Ease of navigation, customization, creation of sub categories and articles is very simple

Most Helpful Critical Review
Rebecca C.
Administrator in Marketing and Advertising

I didn't like the process of having to add each person as a user rather than giving everyone in the org access. Our knowledgeowl subscription only allowed for a few subscriptions which meant that we were constantly adding and removing people to ensure that...

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.

Screenshots

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KANA Enterprise
No screenshots provided

Videos

 No videos providedNo videos provided
KANA Enterprise
No videos provided
KnowledgeOwl
No videos provided
Freshdesk

Downloads

KANA Enterprise
No downloads provided
KnowledgeOwl
No downloads provided
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