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Compare Kayako, Salesforce Service Cloud, and Freshdesk

Pricing

 
Inbox
$15
/agent/month
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
 
Growth
$30
/agent/month
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
 
Scale
$60
/agent/month
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
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

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
8.5
Ease of Use
Ease of Use
8.4
8.0
8.8
Ease of Setup
Ease of Setup
8.0
7.5
8.6
Ease of Admin
Ease of Admin
8.1
8.0
8.7
Quality of Support
Quality of Support
8.2
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
8.4
8.9
Product Direction (% positive)
Product Direction (% positive)
7.0
7.8
8.6
Meets Requirements
Kayako
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.5
Ease of Use
Kayako
8.4
Salesforce Service Cloud
8.0
Freshdesk
8.8
Ease of Setup
Kayako
8.0
Salesforce Service Cloud
7.5
Freshdesk
8.6
Ease of Admin
Kayako
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.7
Quality of Support
Kayako
8.2
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
Kayako
8.4
Salesforce Service Cloud
8.4
Freshdesk
8.9
Product Direction (% positive)
Kayako
7.0
Salesforce Service Cloud
7.8
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
Kayako
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.4
Response Automation
Kayako
8.3
Salesforce Service Cloud
8.1
Freshdesk
8.5
SLA Management
Kayako
7.9
Salesforce Service Cloud
8.0
Freshdesk
8.2
Attachments/Screencasts
Kayako
7.5
Salesforce Service Cloud
7.7
Freshdesk
8.4
Ticket Collaboration
Kayako
8.5
Salesforce Service Cloud
8.1
Freshdesk
8.6
Ticket creation user experience
Kayako
8.7
Salesforce Service Cloud
8.3
Freshdesk
8.9
Ticket response user experience
Kayako
8.4
Salesforce Service Cloud
8.2
Freshdesk
8.8
Knowledge Share
Knowledge Base
Kayako
8.9
Salesforce Service Cloud
8.5
Freshdesk
8.8
Searchable Articles
Kayako
9.2
Salesforce Service Cloud
8.2
Freshdesk
8.6
Community Forums
Kayako
8.6
Salesforce Service Cloud
8.3
Freshdesk
8.4
Interactive FAQs & Forums
Kayako
8.5
Salesforce Service Cloud
8.0
Freshdesk
8.5
Communication
Pop-up Chat
Kayako
8.9
Salesforce Service Cloud
8.5
Freshdesk
9.0
Notifications
Kayako
8.5
Salesforce Service Cloud
8.3
Freshdesk
8.8
Targeted Emails
Kayako
8.3
Salesforce Service Cloud
8.5
Freshdesk
9.0
In-App Messaging
Kayako
8.9
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Interaction
Web Portals
Kayako
9.0
Salesforce Service Cloud
8.4
Freshdesk
7.2
Forum to Reponse
Kayako
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
Tickets and Tagging
Kayako
9.3
Salesforce Service Cloud
8.5
Freshdesk
8.8
Live Chat
Kayako
8.9
Salesforce Service Cloud
8.3
Freshdesk
8.8
Internal Use
Customization
Kayako
7.8
Salesforce Service Cloud
8.2
Freshdesk
8.0
Conversation Archiving
Kayako
8.8
Salesforce Service Cloud
8.4
Freshdesk
Not enough data available
Lead Development
Kayako
8.0
Salesforce Service Cloud
8.3
Freshdesk
Not enough data available
Knowledge Base
Kayako
8.6
Salesforce Service Cloud
8.0
Freshdesk
8.9
Team Inbox
Kayako
8.7
Salesforce Service Cloud
8.6
Freshdesk
8.9
Customer Profiles
Kayako
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.6
Communication Channels
Customer Portal
Kayako
8.3
Salesforce Service Cloud
8.2
Freshdesk
8.6
Email to Case
Kayako
8.7
Salesforce Service Cloud
8.5
Freshdesk
9.0
Chat/Live Support
Kayako
8.2
Salesforce Service Cloud
7.9
Freshdesk
8.5
Social Integration
Kayako
6.9
Salesforce Service Cloud
8.0
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Kayako
7.0
Salesforce Service Cloud
8.0
Freshdesk
8.3
Customer and Contacts Database
Kayako
7.6
Salesforce Service Cloud
8.3
Freshdesk
8.0
Products and Version Tracking
Kayako
6.9
Salesforce Service Cloud
8.0
Freshdesk
8.2
Call Scripting
Kayako
6.7
Salesforce Service Cloud
7.9
Freshdesk
8.2
Interactive Voice Response (IVR)
Kayako
6.7
Salesforce Service Cloud
7.9
Freshdesk
8.4
Self Service/Community
Forums
Kayako
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.3
Knowledge Base
Kayako
7.9
Salesforce Service Cloud
8.2
Freshdesk
8.5
Ideas/Feedback
Kayako
7.2
Salesforce Service Cloud
8.0
Freshdesk
8.4
Q&A
Kayako
7.8
Salesforce Service Cloud
8.1
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Kayako
6.6
Salesforce Service Cloud
8.1
Freshdesk
8.2
Reporting
Kayako
7.2
Salesforce Service Cloud
8.0
Freshdesk
7.8
Dashboards
Kayako
7.6
Salesforce Service Cloud
8.0
Freshdesk
8.2
Platform
ITIL Compliance
Kayako
7.7
Salesforce Service Cloud
8.2
Freshdesk
8.3
Mobile User Support
Kayako
7.7
Salesforce Service Cloud
7.7
Freshdesk
8.1
Customization
Kayako
7.8
Salesforce Service Cloud
8.2
Freshdesk
8.0
User, Role, and Access Management
Kayako
8.2
Salesforce Service Cloud
8.4
Freshdesk
8.5
Internationalization
Kayako
8.0
Salesforce Service Cloud
8.0
Freshdesk
8.1
Performance & Reliability
Kayako
8.6
Salesforce Service Cloud
8.2
Freshdesk
8.8
Integration APIs
Kayako
8.0
Salesforce Service Cloud
8.0
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
56.5%
24.8%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.7%
41.0%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
7.7%
34.3%
10.9%
Kayako
Small-Business
56.5%
Mid-Market
35.7%
Enterprise
7.7%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.3%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
23.4%
Information Technology and Services
14.7%
Information Technology and Services
20.4%
 
Computer Software
17.7%
Computer Software
14.2%
Computer Software
13.9%
 
Telecommunications
7.2%
Internet
8.1%
Internet
5.9%
 
Internet
5.3%
Hospital & Health Care
3.6%
Education Management
3.7%
 
Marketing and Advertising
3.8%
Financial Services
3.4%
E-Learning
3.4%
 
Other
42.6%
Other
55.9%
Other
52.6%
Kayako
Information Technology and Services
23.4%
Computer Software
17.7%
Telecommunications
7.2%
Internet
5.3%
Marketing and Advertising
3.8%
Other
42.6%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

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 Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
Kayako
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Most Helpful Critical Review
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

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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Videos

 

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.

Happy customers. Let’s make them happier with Service Cloud.

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.

Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

Freshdesk
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