# Kayako vs Spiceworks Cloud Help Desk Comparison

| | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 227 | 311 | 
| **Largest Market Segment** | Small-Business (54.6% of reviews) | Mid-Market (65.8% of reviews) | 
| **Entry Level Price** | $15/agent/month | Free | 

---
## Top Pros & Cons

### Kayako

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

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

### Spiceworks Cloud Help Desk

Pros:
- Collaboration (1 reviews)
- Communication Efficiency (1 reviews)

Cons:
- Connectivity Issues (1 reviews)
- Integration Issues (1 reviews)

---
## Ratings Comparison
| Rating | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
  | **Meets Requirements** | 8.1 (205 reviews) | 8.6 (286 reviews) | 
  | **Ease of Use** | 8.4 (204 reviews) | 8.7 (287 reviews) | 
  | **Ease of Setup** | 8.0 (137 reviews) | 8.7 (215 reviews) | 
  | **Ease of Admin** | 8.0 (132 reviews) | 8.8 (217 reviews) | 
  | **Quality of Support** | 8.0 (191 reviews) | 8.4 (235 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.3 (131 reviews) | 8.9 (176 reviews) | 
  | **Product Direction (% positive)** | 7.1 (202 reviews) | 8.1 (286 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

### Spiceworks Cloud Help Desk

#### Entry-Level Pricing

Plan: Spiceworks Hosts It

Price: Free

Description: Hosted hassle-free in the cloud.
No installation and no hardware.


[Browse all 2 editions](https://www.g2.com/products/spiceworks-cloud-help-desk/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.2/10 | 172 |
| **Spiceworks Cloud Help Desk** | 8.1/10 | 13 |

#### Ticket and Case Management

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Ticket creation user experience** | 8.7 (155 reviews) ✓ Verified | 8.2 (13 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.5 (157 reviews) ✓ Verified | 8.3 (13 reviews) ✓ Verified | 
| **Workflow** | 8.1 (149 reviews) ✓ Verified | 8.8 (11 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (144 reviews) ✓ Verified | 8.3 (10 reviews) | 
| **SLA Management** | 8.0 (129 reviews) ✓ Verified | 8.8 (7 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.6 (146 reviews) ✓ Verified | 8.8 (11 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.5 (147 reviews) ✓ Verified | 8.1 (12 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 7.8 (56 reviews) | 9.0 (8 reviews) ✓ Verified | 

#### Generative AI

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **AI Text Generation** | 9.3 (5 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | 9.4 (6 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Customer Portal** | 8.4 (131 reviews) ✓ Verified | 8.3 (12 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (144 reviews) ✓ Verified | 9.3 (12 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (105 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | 
| **Social Integration** | 7.3 (57 reviews) ✓ Verified | 6.0 (5 reviews) | 

#### Platform

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Mobile User Support** | 7.7 (83 reviews) ✓ Verified | 5.8 (8 reviews) ✓ Verified | 
| **Customization ** | 7.9 (115 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.2 (102 reviews) ✓ Verified | 9.2 (10 reviews) ✓ Verified | 
| **Integration** | 7.9 (65 reviews) ✓ Verified | 7.5 (8 reviews) ✓ Verified | 
| **Reporting** | 7.4 (132 reviews) ✓ Verified | 8.3 (9 reviews) ✓ Verified | 
| **Dashboards** | 7.7 (128 reviews) ✓ Verified | 8.0 (11 reviews) ✓ Verified | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.2/10 | 14 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Productivity Tools

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

#### Analytics

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

#### Agentic AI - Shared Inbox

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.5/10 | 139 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Generative AI

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Pop-up Chat** | 8.5 (40 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.8 (39 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.1 (34 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.8 (29 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Customization ** | 7.9 (115 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (37 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.1 (31 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.7 (41 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.6 (37 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (39 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 7.8/10 | 58 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Generative AI

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Knowledge Base** | 8.6 (48 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (49 reviews) | Not enough data | 
| **Community Forums** | 8.5 (39 reviews) | Not enough data | 
| **Mobile Optimization** | 7.1 (8 reviews) | Not enough data | 
| **Personalization** | 6.9 (8 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Branding** | 6.9 (8 reviews) | Not enough data | 
| **Automation** | 7.5 (8 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.5 (8 reviews) | Not enough data | 
| **Integrations** | 7.3 (8 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

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

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Generative AI

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | 8.6/10 | 140 |

#### Incident Management

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | Feature Not Available | 
| **Ticket Prioritization** | Not enough data | 8.8 (125 reviews) | 
| **Ticket Notifications** | Not enough data | 9.3 (131 reviews) | 
| **Knowledge Base** | Not enough data | 8.2 (113 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.2 (102 reviews) | 

#### Reporting

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Dashboards** | Not enough data | 8.6 (127 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (107 reviews) | 
| **Surveys** | Not enough data | Feature Not Available | 

#### Access & Usability

| Feature | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Mobile** | Not enough data | 8.1 (98 reviews) | 
| **Self Service** | Not enough data | 8.9 (106 reviews) | 
| **Active Directory** | Not enough data | 8.9 (89 reviews) | 
| **Multi-Channel Access** | Not enough data | Feature Not Available | 

#### Agentic AI - Service Desk

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

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Kayako (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Spiceworks Cloud Help Desk (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Kayako | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Small-Business** | 54.6% | 22.1% | 
| **Mid-Market** | 35.8% | 65.8% | 
| **Enterprise** | 9.6% | 12.1% | 

### By Industry

#### Kayako

- **Information Technology and Services:** 26.1%
- **Computer Software:** 15.3%
- **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:** 28.8%

#### Spiceworks Cloud Help Desk

- **Information Technology and Services:** 17.9%
- **Education Management:** 8.5%
- **Higher Education:** 4.9%
- **Hospital & Health Care:** 4.6%
- **Computer Software:** 2.6%
- **Consumer Goods:** 2.3%
- **Marketing and Advertising:** 2.3%
- **Retail:** 2.3%
- **Primary/Secondary Education:** 2.0%
- **Non-Profit Organization Management:** 2.0%
- **Other:** 50.8%

---
## Alternatives

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6981 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7689 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 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 (3872 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2486 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)

### Alternatives to Spiceworks Cloud Help Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1191 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [GLPI](https://www.g2.com/products/glpi/reviews) — 4.5/5 stars (41 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..."

### Spiceworks Cloud Help Desk

- Title: [I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?](https://www.g2.com/discussions/remote-management) — 4 comments, 1 upvote
  > **Top comment:** "Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote..."
- Title: [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) — 1 comment
  > **Top comment:** "It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees "

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