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Compare Kayako and OTRS 
Featured Products
At a Glance
Market Segments
Small-Business (55.9% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
$15/agent/month
No pricing available
Kayako
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 plansOTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSKayako vs OTRS
When assessing the two solutions, reviewers found OTRS easier to use. However, Kayako is easier to set up and administer. Reviewers also preferred doing business with Kayako overall.
- Reviewers felt that OTRS meets the needs of their business better than Kayako.
- When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option.
- When assessing product direction, Kayako and OTRS received similar ratings from our reviewers.
Pricing
Entry-Level Pricing
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
OTRS
No pricing availableFree Trial
Kayako
Free Trial is available
OTRS
No trial information availableRatings
Meets Requirements
8.1
201
9.2
33
Ease of Use
8.4
199
9.1
33
Ease of Setup
8.0
132
7.9
8
Ease of Admin
8.0
131
6.9
7
Quality of Support
8.1
187
9.0
28
Has the product been a good partner in doing business?
8.3
130
6.7
6
Product Direction (% positive)
7.1
198
7.1
32
Features by Category
Ticket and Case Management
8.7
155
|
Verified
9.1
27
|
Verified
8.5
154
|
Verified
8.8
27
|
Verified
8.1
148
|
Verified
8.9
25
|
Verified
8.3
140
|
Verified
Feature Not Available
8.0
129
|
Verified
8.8
23
|
Verified
7.6
145
|
Verified
8.7
25
8.5
147
|
Verified
8.8
27
|
Verified
7.8
55
8.5
18
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
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
8.4
131
|
Verified
8.4
19
|
Verified
8.7
142
|
Verified
8.4
22
|
Verified
8.3
104
|
Verified
7.5
16
|
Verified
7.4
56
|
Verified
Feature Not Available
Feature Not Available
7.8
15
|
Verified
Platform
7.7
83
|
Verified
Feature Not Available
7.9
115
|
Verified
6.7
8
|
Verified
8.2
102
|
Verified
7.5
8
|
Verified
7.9
65
|
Verified
8.7
5
|
Verified
7.4
131
|
Verified
8.3
21
|
Verified
7.7
128
|
Verified
8.6
23
|
Verified
Administration
Not enough data
9.3
21
|
Verified
Not enough data
9.1
19
|
Verified
Not enough data
9.3
20
|
Verified
Service Desk
Not enough data
9.3
20
|
Verified
Not enough data
9.0
21
|
Verified
Not enough data
9.1
20
|
Verified
Management
Not enough data
8.5
13
|
Verified
Not enough data
8.7
13
|
Verified
Not enough data
9.0
12
|
Verified
Not enough data
8.8
12
|
Verified
Not enough data
9.3
10
Functionality
Not enough data
9.2
14
|
Verified
Not enough data
8.1
14
Not enough data
8.8
14
|
Verified
Not enough data
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Not enough data
Not enough data
Communication
8.5
40
|
Verified
Not enough data
8.8
39
|
Verified
Not enough data
8.1
34
|
Verified
Not enough data
8.8
29
|
Verified
Not enough data
Not enough data
Not enough data
Internal Use
7.9
115
|
Verified
6.7
8
|
Verified
8.7
37
|
Verified
Not enough data
8.1
31
|
Verified
Not enough data
8.7
41
|
Verified
Not enough data
8.6
37
|
Verified
Not enough data
8.5
39
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.6
48
Not enough data
8.7
49
Not enough data
8.5
39
Not enough data
7.1
8
Not enough data
6.9
8
Not enough data
Self-Service Platform
6.9
8
Not enough data
7.5
8
Not enough data
8.5
8
Not enough data
7.3
8
Not enough data
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
Kayako and OTRS are categorized as Help Desk
Unique Categories
Kayako is categorized as Live Chat, Customer Self-Service, Shared Inbox, and Digital Customer Service Platforms
OTRS is categorized as IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OTRS
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
Information Technology and Services
25.8%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.7%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Alternatives
Discussions
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
OTRS has no discussions with answers
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