# Kayako, LiveAgent vs Zoho Desk Comparison

| | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Star Rating** | 4.0 out of 5 | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 225 | 1,539 | 7,587 | 
| **Largest Market Segment** | Small-Business (55.1% of reviews) | Small-Business (67.3% of reviews) | Small-Business (72.8% of reviews) | 
| **Entry Level Price** | $15/agent/month | Starting at $15.00 1 agent / Per Month | $0.00 | 

---
## Top Pros & Cons

### Kayako

Pros:
- AI Assistance (1 reviews)
- AI Efficiency (1 reviews)

Cons:
- Not Intuitive (1 reviews)
- Quality Issues (1 reviews)

### LiveAgent

Pros:
- Ease of Use (58 reviews)
- Features (48 reviews)

Cons:
- Learning Curve (12 reviews)
- Missing Features (11 reviews)

### Zoho Desk

Pros:
- Ease of Use (710 reviews)
- Features (517 reviews)

Cons:
- Learning Curve (329 reviews)
- Steep Learning Curve (233 reviews)

---
## Ratings Comparison
| Rating | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
  | **Meets Requirements** | 8.1 (203 reviews) | 8.9 (1301 reviews) | 8.7 (6097 reviews) | 
  | **Ease of Use** | 8.4 (202 reviews) | 8.9 (1306 reviews) | 8.5 (6178 reviews) | 
  | **Ease of Setup** | 8.0 (135 reviews) | 8.7 (869 reviews) | 8.1 (5450 reviews) | 
  | **Ease of Admin** | 8.0 (132 reviews) | 8.9 (854 reviews) | 8.3 (4932 reviews) | 
  | **Quality of Support** | 8.0 (189 reviews) | 9.1 (1240 reviews) | 8.3 (5484 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.3 (131 reviews) | 9.1 (830 reviews) | 8.4 (4460 reviews) | 
  | **Product Direction (% positive)** | 7.1 (200 reviews) | 8.9 (1264 reviews) | 8.9 (5824 reviews) | 

---
## Pricing

### Kayako

#### Entry-Level Pricing

Plan: Inbox

Price: $15 /agent/month

Description: A shared email, chat, and social inbox for small teams

Key Features:
- Email, chat and social
- Assignment rules
- Insights

[Browse all 3 editions](https://www.g2.com/products/kayako/pricing)

#### Free Trial

Yes

### LiveAgent

#### Entry-Level Pricing

Plan: Small

Price: Starting at $15.00 1 agent / Per Month

Description: E-mail support - Ticketing,
Contact forms,
Forum & Knowledge base,
iPhone/Android app


Key Features:
- Unlimited ticket history
- Unlimited email addresses 
- Advanced reporting

[Browse all 5 editions](https://www.g2.com/products/liveagent/pricing)

#### Free Trial

Yes

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

[Browse all 5 editions](https://www.g2.com/products/zoho-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.1/10 | 170 |
| **LiveAgent** | 8.7/10 | 1086 |
| **Zoho Desk** | 8.1/10 | 4333 |

#### Ticket and Case Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Ticket creation user experience** | 8.7 (155 reviews) ✓ Verified | 9.0 (780 reviews) ✓ Verified | 8.7 (3483 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.5 (156 reviews) ✓ Verified | 9.0 (780 reviews) ✓ Verified | 8.5 (3379 reviews) ✓ Verified | 
| **Workflow** | 8.1 (148 reviews) ✓ Verified | 8.7 (758 reviews) ✓ Verified | 8.4 (3208 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (143 reviews) ✓ Verified | 8.8 (714 reviews) ✓ Verified | 8.3 (2964 reviews) ✓ Verified | 
| **SLA Management** | 8.0 (129 reviews) ✓ Verified | 8.6 (574 reviews) ✓ Verified | 8.2 (2692 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.6 (146 reviews) ✓ Verified | 8.7 (703 reviews) ✓ Verified | 8.4 (2917 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.5 (147 reviews) ✓ Verified | 8.9 (718 reviews) ✓ Verified | 8.5 (2946 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 7.8 (56 reviews) | 8.6 (444 reviews) ✓ Verified | 8.3 (2532 reviews) ✓ Verified | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (31 reviews) | 7.4 (970 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (30 reviews) | 7.4 (953 reviews) | 

#### Agentic AI - Help Desk

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.3 (7 reviews) | 7.1 (357 reviews) | 
| **Natural Language Interaction** | Not enough data | 9.3 (7 reviews) | 7.2 (361 reviews) | 
| **Proactive Assistance** | Not enough data | 9.3 (7 reviews) | 7.2 (358 reviews) | 

#### Communication Channels

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Customer Portal** | 8.4 (131 reviews) ✓ Verified | 8.7 (654 reviews) ✓ Verified | 8.3 (2879 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (143 reviews) ✓ Verified | 9.1 (720 reviews) ✓ Verified | 8.6 (3130 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (105 reviews) ✓ Verified | 9.1 (699 reviews) ✓ Verified | 8.2 (2424 reviews) ✓ Verified | 
| **Social Integration** | 7.3 (57 reviews) ✓ Verified | 8.6 (539 reviews) ✓ Verified | 8.0 (2164 reviews) ✓ Verified | 
| **Voice** | Feature Not Available | 8.7 (381 reviews) ✓ Verified | 7.8 (1928 reviews) ✓ Verified | 

#### Platform

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Mobile User Support** | 7.7 (83 reviews) ✓ Verified | 7.9 (413 reviews) ✓ Verified | 8.1 (2306 reviews) ✓ Verified | 
| **Customization ** | 7.9 (115 reviews) ✓ Verified | 8.4 (663 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.2 (102 reviews) ✓ Verified | 8.7 (526 reviews) ✓ Verified | 8.4 (2860 reviews) ✓ Verified | 
| **Integration** | 7.9 (65 reviews) ✓ Verified | 8.6 (377 reviews) ✓ Verified | 8.2 (2361 reviews) ✓ Verified | 
| **Reporting** | 7.4 (132 reviews) ✓ Verified | 8.5 (647 reviews) ✓ Verified | 8.3 (2851 reviews) ✓ Verified | 
| **Dashboards** | 7.7 (128 reviews) ✓ Verified | 8.8 (694 reviews) ✓ Verified | 8.4 (2988 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 376 |

#### Administration

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 8.2 (344 reviews) | 
| **Data Workflows** | Not enough data | Not enough data | 8.2 (342 reviews) | 
| **Issue Management** | Not enough data | Not enough data | 8.4 (345 reviews) | 

#### Knowledge Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 8.6 (325 reviews) | 
| **Publishing Workflows** | Not enough data | Not enough data | 8.2 (316 reviews) | 
| **Analytics** | Not enough data | Not enough data | 8.2 (322 reviews) | 

#### Compliance

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 8.3 (337 reviews) | 
| **Data Governance** | Not enough data | Not enough data | 8.3 (334 reviews) | 
| **Compliance** | Not enough data | Not enough data | 8.2 (336 reviews) | 
| **Auditing** | Not enough data | Not enough data | 8.1 (334 reviews) | 

#### Customer Support

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 8.2 (311 reviews) | 
| **Suggestions** | Not enough data | Not enough data | 8.2 (312 reviews) | 
| **Decision Trees** | Not enough data | Not enough data | 8.0 (310 reviews) | 

#### Data Security

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 8.1 (336 reviews) | 
| **Data Transport** | Not enough data | Not enough data | 8.1 (330 reviews) | 
| **Access Management** | Not enough data | Not enough data | 8.4 (335 reviews) | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 8.4 (333 reviews) | 

#### Administration

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Integrations** | Not enough data | Not enough data | 8.1 (313 reviews) | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 8.4 (315 reviews) | 
| **Performance and Reliability** | Not enough data | Not enough data | 8.5 (313 reviews) | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (248 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | 8.7/10 | 6 |
| **Zoho Desk** | 7.9/10 | 612 |

#### Channels

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.7 (5 reviews) | 8.2 (579 reviews) | 
| **Open Listening** | Not enough data | 8.3 (5 reviews) | 8.0 (558 reviews) | 
| **Physical Media** | Not enough data | 8.3 (5 reviews) | Feature Not Available | 

#### Design

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.0 (5 reviews) | 7.9 (547 reviews) | 
| **Create Content** | Not enough data | 8.7 (5 reviews) | 7.7 (556 reviews) | 
| **Personalization** | Not enough data | 8.7 (5 reviews) | 8.1 (554 reviews) | 
| **Inbound Identification** | Not enough data | 8.9 (6 reviews) | 8.1 (550 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.3 (5 reviews) | 8.1 (533 reviews) | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.5 (428 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.5 (421 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 461 |

#### Usability

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 8.3 (448 reviews) | 
| **Supporting Documents** | Not enough data | Not enough data | 8.3 (442 reviews) | 
| **Two-Way Communication** | Not enough data | Not enough data | 8.3 (434 reviews) | 

#### Reporting

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 8.3 (431 reviews) | 
| **Trend Analysis** | Not enough data | Not enough data | 8.2 (416 reviews) | 
| **Performance Monitoring** | Not enough data | Not enough data | 8.3 (423 reviews) | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (329 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.8 (324 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.2/10 | 14 |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Productivity Tools

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Notes** | 8.2 (13 reviews) | Not enough data | Not enough data | 
| **Internal Discussion** | 8.7 (13 reviews) | Not enough data | Not enough data | 
| **Assignments and Tasks** | 8.3 (13 reviews) | Not enough data | Not enough data | 
| **Workflows** | 7.6 (13 reviews) | Not enough data | Not enough data | 
| **Templates** | 8.3 (13 reviews) | Not enough data | Not enough data | 
| **Integrations** | 8.5 (13 reviews) | Not enough data | Not enough data | 
| **Tagging System** | 8.5 (13 reviews) | Not enough data | Not enough data | 

#### Analytics

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Trends** | 8.2 (13 reviews) | Not enough data | Not enough data | 
| **Performance Tracking** | 7.9 (13 reviews) | Not enough data | Not enough data | 
| **Email Tracking** | Feature Not Available | Not enough data | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | 8.0/10 | 8 |
| **Zoho Desk** | N/A | N/A |

#### Channels

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Voice** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Social** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Web Chat** | Not enough data | 9.3 (7 reviews) | Not enough data | 
| **Mobile SMS** | Not enough data | 5.7 (7 reviews) | Not enough data | 
| **Email** | Not enough data | 8.8 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | 

#### Functions

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Session Routing** | Not enough data | 9.0 (7 reviews) | Not enough data | 
| **Session Queuing** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Concurrent Calling** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Speech Analytics** | Not enough data | 6.3 (5 reviews) | Not enough data | 
| **Auto Dialer** | Not enough data | 5.8 (6 reviews) | Not enough data | 
| **IVR** | Not enough data | 8.1 (6 reviews) | Not enough data | 
| **Inbound Screen Pop** | Not enough data | 7.4 (7 reviews) | Not enough data | 
| **Persistent Data** | Not enough data | 8.3 (7 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Administrative

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Session Summary Notes** | Not enough data | 9.3 (5 reviews) | Not enough data | 
| **Administrator Access** | Not enough data | 8.6 (6 reviews) | Not enough data | 
| **Reporting & Dashboards** | Not enough data | 8.9 (6 reviews) | Not enough data | 
| **Session Recording** | Not enough data | 8.3 (6 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | 8.6 (6 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | 8.8/10 | 8 |
| **Zoho Desk** | N/A | N/A |

#### Responses

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Customization** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Control** | Not enough data | 8.6 (6 reviews) | Not enough data | 
| **Route To Human** | Not enough data | 8.9 (6 reviews) | Not enough data | 
| **Menu bars** | Not enough data | 8.9 (6 reviews) | Not enough data | 
| **Drip sequences** | Not enough data | 8.3 (5 reviews) | Not enough data | 

#### Platform

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Live chat** | Not enough data | 9.4 (6 reviews) | Not enough data | 
| **Integrations** | Not enough data | 9.4 (6 reviews) | Not enough data | 
| **Branding** | Not enough data | 8.9 (6 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.6 (6 reviews) | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | 8.9 (6 reviews) | Not enough data | 
| **Collection of information** | Not enough data | 8.9 (6 reviews) | Not enough data | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (6 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 8.3 (6 reviews) | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Feedback Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Tagging** | Not enough data | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | Not enough data | 
| **Custom Reports and Dashboards** | Not enough data | Not enough data | Not enough data | 

#### Feedback Analysis

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Thematic Analysis** | Not enough data | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 
| **NPS/CSAT Scoring** | Not enough data | Not enough data | Not enough data | 

#### Feedback Sources

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Online Reviews** | Not enough data | Not enough data | Not enough data | 
| **Surveys** | Not enough data | Not enough data | Not enough data | 
| **Social Media** | Not enough data | Not enough data | Not enough data | 
| **Customer Service Channels** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Platform

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Omnichannel** | Not enough data | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | Not enough data | 
| **Call Back** | Not enough data | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | 

#### Workforce Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Call Monitoring** | Not enough data | Not enough data | Not enough data | 
| **Performance Evaluation** | Not enough data | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Administrative

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Call Recording** | Not enough data | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.5/10 | 139 |
| **LiveAgent** | 8.7/10 | 951 |
| **Zoho Desk** | 8.5/10 | 3382 |

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (22 reviews) | 7.9 (175 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (23 reviews) | 8.0 (177 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.7 (22 reviews) | Feature Not Available | 

#### Communication

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Pop-up Chat** | 8.5 (40 reviews) ✓ Verified | 9.3 (486 reviews) ✓ Verified | 8.8 (719 reviews) ✓ Verified | 
| **Notifications** | 8.8 (39 reviews) ✓ Verified | 9.0 (489 reviews) ✓ Verified | 8.7 (760 reviews) ✓ Verified | 
| **Targeted Emails** | 8.1 (34 reviews) ✓ Verified | 8.9 (376 reviews) ✓ Verified | 8.6 (659 reviews) | 
| **In-App Messaging** | 8.8 (29 reviews) ✓ Verified | 9.0 (375 reviews) ✓ Verified | 8.6 (632 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.8 (61 reviews) | 8.3 (356 reviews) | 

####  Internal Use

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Customization ** | 7.9 (115 reviews) ✓ Verified | 8.4 (663 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (37 reviews) ✓ Verified | 9.1 (422 reviews) ✓ Verified | Feature Not Available | 
| **Lead Development** | 8.1 (31 reviews) ✓ Verified | 8.5 (55 reviews) | 8.4 (455 reviews) | 
| **Knowledge Base** | 8.7 (41 reviews) ✓ Verified | 8.9 (403 reviews) ✓ Verified | 8.7 (714 reviews) ✓ Verified | 
| **Team Inbox ** | 8.6 (37 reviews) ✓ Verified | 9.1 (384 reviews) ✓ Verified | 8.7 (693 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (39 reviews) ✓ Verified | 8.9 (382 reviews) ✓ Verified | 8.6 (707 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 7.8/10 | 58 |
| **LiveAgent** | 8.4/10 | 484 |
| **Zoho Desk** | 8.0/10 | 1874 |

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 7.8 (17 reviews) | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Knowledge Base** | 8.6 (48 reviews) | 9.1 (324 reviews) | 8.5 (1513 reviews) | 
| **Searchable Articles** | 8.7 (49 reviews) | 8.9 (305 reviews) | 8.4 (1470 reviews) | 
| **Community Forums** | 8.5 (39 reviews) | 8.9 (273 reviews) | 8.1 (1277 reviews) | 
| **Mobile Optimization** | 7.1 (8 reviews) | 8.1 (41 reviews) | 8.1 (770 reviews) | 
| **Personalization** | 6.9 (8 reviews) | 8.3 (45 reviews) | 8.2 (815 reviews) | 

#### Self-Service Platform

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Branding** | 6.9 (8 reviews) | 8.6 (46 reviews) | 8.3 (841 reviews) | 
| **Automation** | 7.5 (8 reviews) | 8.3 (47 reviews) | 8.3 (818 reviews) | 
| **Artificial Intelligence** | 8.5 (8 reviews) | 7.4 (41 reviews) | 7.8 (731 reviews) | 
| **Integrations** | 7.3 (8 reviews) | 8.7 (43 reviews) | 8.2 (766 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.7 (79 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 7.7 (80 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.9 (79 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.8 (84 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.8 (82 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.8 (80 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.7 (84 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | 9.0/10 | 320 |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (13 reviews) | 8.2 (121 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (13 reviews) | 8.1 (118 reviews) | 

#### Process

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Mentions** | Not enough data | 9.0 (56 reviews) | 8.7 (491 reviews) | 
| **Tickets** | Not enough data | 9.3 (252 reviews) | 9.0 (638 reviews) | 
| **Macros** | Not enough data | 9.1 (196 reviews) | 8.5 (490 reviews) | 

#### Channels

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Email** | Not enough data | 9.3 (248 reviews) | 9.0 (627 reviews) | 
| **Social** | Not enough data | 9.0 (232 reviews) | 8.5 (545 reviews) | 
| **Live Chat** | Not enough data | 9.3 (249 reviews) | 8.7 (516 reviews) | 
| **Phone** | Not enough data | 9.1 (186 reviews) | 8.6 (459 reviews) | 
| **Text** | Not enough data | Feature Not Available | 8.8 (485 reviews) | 

#### Insight

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Surveys** | Not enough data | 9.0 (174 reviews) | 8.7 (494 reviews) | 
| **Reporting** | Not enough data | 9.0 (222 reviews) | 8.9 (546 reviews) | 
| **Visitor Activity** | Not enough data | 9.2 (220 reviews) | 8.8 (516 reviews) | 
| **Help Desk** | Not enough data | 9.3 (225 reviews) | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | 8.3/10 | 14 |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (14 reviews) | 7.7 (186 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (14 reviews) | 7.7 (185 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Generative AI

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Survey Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | Not enough data | 

#### Process Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | Not enough data | 

#### System Management

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Security** | Not enough data | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | Not enough data | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |

#### Agentic AI - Google Workspace for Sales

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 7.5 (6 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 6.9 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | Not enough data | 

#### Automation

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 

#### Autonomy

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Kayako (1):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)

**Unique to LiveAgent (10):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Zoho Desk (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Kayako | LiveAgent | Zoho Desk | 
|---|---|---|---|
| **Small-Business** | 55.1% | 67.3% | 72.8% | 
| **Mid-Market** | 35.2% | 23.2% | 23.6% | 
| **Enterprise** | 9.7% | 9.5% | 3.6% | 

### By Industry

#### Kayako

- **Information Technology and Services:** 26.4%
- **Computer Software:** 15.0%
- **Telecommunications:** 5.9%
- **Internet:** 4.5%
- **Marketing and Advertising:** 4.1%
- **Computer Networking:** 3.6%
- **Education Management:** 3.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 2.7%
- **Higher Education:** 2.7%
- **Other:** 28.6%

#### LiveAgent

- **Information Technology and Services:** 12.9%
- **Computer Software:** 7.2%
- **Marketing and Advertising:** 5.5%
- **Retail:** 5.5%
- **Internet:** 4.5%
- **Leisure, Travel & Tourism:** 3.7%
- **Computer & Network Security:** 3.0%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.5%
- **Education Management:** 2.2%
- **Other:** 50.0%

#### Zoho Desk

- **Information Technology and Services:** 17.9%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 2.9%
- **Marketing and Advertising:** 2.6%
- **Education Management:** 2.4%
- **Accounting:** 2.2%
- **Consumer Services:** 2.2%
- **Other:** 47.8%

---
## Alternatives

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)

### Alternatives to LiveAgent

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)

### Alternatives to Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)

---
## Top Discussions

### Kayako

- Title: [Does Kayako offer an API?](https://www.g2.com/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Visit us at https://developer.kayako.com/ for more information."
- Title: [What integrations does Kayako support?](https://www.g2.com/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "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+..."
- Title: [had any one used reporting with kayako](https://www.g2.com/discussions/had-any-one-used-reporting-with-kayako) — 2 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [What features does Kayako offer?](https://www.g2.com/discussions/features-functionality) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako's inbox plan that starts at $15/agent gives you a help desk with email ticketing, a knowledge base, live chat for your website, help center and mobile..."
- Title: [Can I use Messenger in multiple languages?](https://www.g2.com/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes, you can use Messenger to offer support in multiple languages. Kayako's localization features let you choose which language your team and your customers..."

### LiveAgent

- Title: [Has there been any reports of getting support from a Bot on liveagent?](https://www.g2.com/discussions/12112-has-there-been-any-reports-of-getting-support-from-a-bot-on-liveagent) — 2 comments, 1 upvote
  > **Top comment:** "LiveAgent offer many integration apps. One of them is Quriobot which is a bot for your Live chat. 

I never used it but I know it possible to do so, read..."
- Title: [What is LiveAgent used for?](https://www.g2.com/discussions/what-is-liveagent-used-for) — 1 comment
  > **Top comment:** "LiveAgent is a customer support and help desk software that provides businesses with a unified platform to manage customer communications across various..."
- Title: [how do i see the entire display of the ticket without clicking the enlarge button?](https://www.g2.com/discussions/how-do-i-see-the-entire-display-of-the-ticket-without-clicking-the-enlarge-button) — 1 comment, 1 upvote
  > **Top comment:** "Ticket"
- Title: [Do you offer standalone licenses as well?](https://www.g2.com/discussions/do-you-offer-standalone-licenses-as-well) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Prices of on-premise licenses start at $899 (one-time-fee, 3 agent seats included).
https://www.ladesk.com/pricing/standalone/"

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "They have a lot of videos right here https://www.youtube.com/user/zoho

You should be able to find the video you need on youtube."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/kayako-vs-liveagent-vs-zoho-desk)