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Compare Kayako, Salesforce Service Cloud, and Zendesk Support

Pricing

 
Inbox
$15
/agent/month
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Essential
$5
/month
 
Growth
$30
/agent/month
Professional Edition
$ 75 USD
Per user/month (billed annually)
Team
$19
/month
 
Scale
$60
/agent/month
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Professional
$49
/month
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Enterprise
$99
/month
 
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
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
8.7
Ease of Use
Ease of Use
8.4
8.0
8.6
Ease of Setup
Ease of Setup
8.0
7.5
8.2
Ease of Admin
Ease of Admin
8.1
8.0
8.3
Quality of Support
Quality of Support
8.2
8.1
8.3
Ease of Doing Business With
Ease of Doing Business With
8.4
8.4
8.4
Product Direction (% positive)
Product Direction (% positive)
7.0
7.8
7.6
Meets Requirements
Kayako
8.1
Salesforce Service Cloud
8.5
Zendesk Support
8.7
Ease of Use
Kayako
8.4
Salesforce Service Cloud
8.0
Zendesk Support
8.6
Ease of Setup
Kayako
8.0
Salesforce Service Cloud
7.5
Zendesk Support
8.2
Ease of Admin
Kayako
8.1
Salesforce Service Cloud
8.0
Zendesk Support
8.3
Quality of Support
Kayako
8.2
Salesforce Service Cloud
8.1
Zendesk Support
8.3
Ease of Doing Business With
Kayako
8.4
Salesforce Service Cloud
8.4
Zendesk Support
8.4
Product Direction (% positive)
Kayako
7.0
Salesforce Service Cloud
7.8
Zendesk Support
7.6

Features

Ticket and Case Management
Workflow
Kayako
8.1
Salesforce Service Cloud
8.1
Zendesk Support
8.5
Response Automation
Kayako
8.3
Salesforce Service Cloud
8.1
Zendesk Support
8.4
SLA Management
Kayako
7.9
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Attachments/Screencasts
Kayako
7.5
Salesforce Service Cloud
7.7
Zendesk Support
8.4
Ticket Collaboration
Kayako
8.5
Salesforce Service Cloud
8.1
Zendesk Support
8.6
Ticket creation user experience
Kayako
8.7
Salesforce Service Cloud
8.3
Zendesk Support
8.9
Ticket response user experience
Kayako
8.4
Salesforce Service Cloud
8.2
Zendesk Support
8.7
Knowledge Share
Knowledge Base
Kayako
8.9
Salesforce Service Cloud
8.5
Zendesk Support
8.6
Searchable Articles
Kayako
9.2
Salesforce Service Cloud
8.2
Zendesk Support
8.6
Community Forums
Kayako
8.6
Salesforce Service Cloud
8.3
Zendesk Support
8.2
Interactive FAQs & Forums
Kayako
8.5
Salesforce Service Cloud
8.0
Zendesk Support
8.2
Interaction
Web Portals
Kayako
9.0
Salesforce Service Cloud
8.4
Zendesk Support
8.6
Forum to Reponse
Kayako
8.0
Salesforce Service Cloud
8.4
Zendesk Support
8.5
Tickets and Tagging
Kayako
9.3
Salesforce Service Cloud
8.5
Zendesk Support
8.9
Live Chat
Kayako
8.9
Salesforce Service Cloud
8.3
Zendesk Support
8.6
Communication Channels
Customer Portal
Kayako
8.3
Salesforce Service Cloud
8.2
Zendesk Support
8.5
Email to Case
Kayako
8.7
Salesforce Service Cloud
8.5
Zendesk Support
8.8
Chat/Live Support
Kayako
8.2
Salesforce Service Cloud
7.9
Zendesk Support
8.4
Social Integration
Kayako
6.9
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Call Center
Make, Receive, and Record Calls
Kayako
7.0
Salesforce Service Cloud
8.0
Zendesk Support
8.0
Customer and Contacts Database
Kayako
7.6
Salesforce Service Cloud
8.3
Zendesk Support
8.2
Products and Version Tracking
Kayako
6.9
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Call Scripting
Kayako
6.7
Salesforce Service Cloud
7.9
Zendesk Support
7.9
Interactive Voice Response (IVR)
Kayako
6.7
Salesforce Service Cloud
7.9
Zendesk Support
7.8
Self Service/Community
Forums
Kayako
7.7
Salesforce Service Cloud
8.0
Zendesk Support
8.0
Knowledge Base
Kayako
7.9
Salesforce Service Cloud
8.2
Zendesk Support
8.4
Ideas/Feedback
Kayako
7.2
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Q&A
Kayako
7.8
Salesforce Service Cloud
8.1
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
Kayako
6.6
Salesforce Service Cloud
8.1
Zendesk Support
7.9
Reporting
Kayako
7.2
Salesforce Service Cloud
8.0
Zendesk Support
8.0
Dashboards
Kayako
7.6
Salesforce Service Cloud
8.0
Zendesk Support
8.1
Platform
ITIL Compliance
Kayako
7.7
Salesforce Service Cloud
8.2
Zendesk Support
8.2
Mobile User Support
Kayako
7.7
Salesforce Service Cloud
7.7
Zendesk Support
8.1
Customization
Kayako
7.8
Salesforce Service Cloud
8.2
Zendesk Support
8.0
User, Role, and Access Management
Kayako
8.2
Salesforce Service Cloud
8.4
Zendesk Support
8.3
Internationalization
Kayako
8.0
Salesforce Service Cloud
8.0
Zendesk Support
8.2
Performance & Reliability
Kayako
8.6
Salesforce Service Cloud
8.2
Zendesk Support
8.5
Integration APIs
Kayako
8.0
Salesforce Service Cloud
8.0
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
56.5%
24.8%
38.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.7%
41.0%
44.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
7.7%
34.3%
16.7%
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%
Zendesk Support
Small-Business
38.5%
Mid-Market
44.7%
Enterprise
16.7%

Reviewers' Industry

 
Information Technology and Services
23.4%
Information Technology and Services
14.7%
Computer Software
17.8%
 
Computer Software
17.7%
Computer Software
14.2%
Information Technology and Services
15.3%
 
Telecommunications
7.2%
Internet
8.1%
Internet
10.1%
 
Internet
5.3%
Hospital & Health Care
3.6%
Marketing and Advertising
4.7%
 
Marketing and Advertising
3.8%
Financial Services
3.4%
Retail
3.3%
 
Other
42.6%
Other
55.9%
Other
48.8%
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%
Zendesk Support
Computer Software
17.8%
Information Technology and Services
15.3%
Internet
10.1%
Marketing and Advertising
4.7%
Retail
3.3%
Other
48.8%

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...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

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,...

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
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,...

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

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.

No videos provided
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.

Zendesk Support
No videos provided
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