# Kayako, Track-It! vs Freshdesk Comparison

| | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Star Rating** | 4.1 out of 5 | 3.7 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 227 | 100 | 3,748 | 
| **Largest Market Segment** | Small-Business (54.6% of reviews) | Mid-Market (57.7% of reviews) | Small-Business (48.6% of reviews) | 
| **Entry Level Price** | $15/agent/month | No pricing available | $19.00 1 User per month billed annually Per Month | 

---
## Top Pros & Cons

### Kayako

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

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

### Track-It!

**Not enough data**

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

---
## Ratings Comparison
| Rating | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
  | **Meets Requirements** | 8.1 (205 reviews) | 7.8 (86 reviews) | 8.6 (3280 reviews) | 
  | **Ease of Use** | 8.4 (204 reviews) | 7.9 (88 reviews) | 8.9 (3304 reviews) | 
  | **Ease of Setup** | 8.0 (137 reviews) | 7.6 (51 reviews) | 8.6 (2360 reviews) | 
  | **Ease of Admin** | 8.0 (132 reviews) | 7.9 (52 reviews) | 8.7 (2199 reviews) | 
  | **Quality of Support** | 8.0 (191 reviews) | 7.7 (66 reviews) | 8.7 (3179 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.3 (131 reviews) | 8.1 (50 reviews) | 8.8 (2122 reviews) | 
  | **Product Direction (% positive)** | 7.1 (202 reviews) | 5.7 (85 reviews) | 8.8 (3249 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

### Track-It!

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.2/10 | 172 |
| **Track-It!** | 7.9/10 | 18 |
| **Freshdesk** | 8.2/10 | 2591 |

#### Ticket and Case Management

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Ticket creation user experience** | 8.7 (155 reviews) ✓ Verified | 8.4 (16 reviews) ✓ Verified | 8.9 (2252 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.5 (157 reviews) ✓ Verified | 7.4 (16 reviews) ✓ Verified | 8.8 (2264 reviews) ✓ Verified | 
| **Workflow** | 8.1 (149 reviews) ✓ Verified | 8.0 (16 reviews) ✓ Verified | 8.5 (2192 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (144 reviews) ✓ Verified | 7.9 (14 reviews) | 8.5 (2068 reviews) ✓ Verified | 
| **SLA Management** | 8.0 (129 reviews) ✓ Verified | 8.3 (9 reviews) | 8.3 (1810 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.6 (146 reviews) ✓ Verified | 7.5 (16 reviews) | 8.5 (2094 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.5 (147 reviews) ✓ Verified | 7.6 (15 reviews) | 8.7 (2027 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 7.8 (56 reviews) | 8.2 (10 reviews) | 8.3 (1378 reviews) ✓ Verified | 

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | 9.3 (5 reviews) | Not enough data | 7.3 (331 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.4 (325 reviews) | 

#### Agentic AI - Help Desk

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | 9.4 (6 reviews) | Not enough data | 7.2 (58 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 6.9 (57 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.2 (56 reviews) | 

#### Communication Channels

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Customer Portal** | 8.4 (131 reviews) ✓ Verified | 8.3 (11 reviews) ✓ Verified | 8.6 (1926 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (144 reviews) ✓ Verified | 8.2 (14 reviews) ✓ Verified | 8.9 (2090 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (105 reviews) ✓ Verified | 8.3 (9 reviews) | 8.4 (1316 reviews) ✓ Verified | 
| **Social Integration** | 7.3 (57 reviews) ✓ Verified | 7.7 (8 reviews) | 8.0 (1191 reviews) ✓ Verified | 
| **Voice** | Feature Not Available | 7.9 (8 reviews) | 7.9 (937 reviews) ✓ Verified | 

#### Platform

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Mobile User Support** | 7.7 (83 reviews) ✓ Verified | 7.7 (8 reviews) ✓ Verified | 8.1 (1161 reviews) ✓ Verified | 
| **Customization ** | 7.9 (115 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | 8.1 (1662 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.2 (102 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | 8.6 (1550 reviews) ✓ Verified | 
| **Integration** | 7.9 (65 reviews) ✓ Verified | 8.8 (7 reviews) ✓ Verified | 8.3 (1157 reviews) ✓ Verified | 
| **Reporting** | 7.4 (132 reviews) ✓ Verified | 7.7 (14 reviews) ✓ Verified | 8.0 (1881 reviews) ✓ Verified | 
| **Dashboards** | 7.7 (128 reviews) ✓ Verified | 7.6 (13 reviews) ✓ Verified | 8.3 (1967 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | 7.7/10 | 11 |
| **Freshdesk** | N/A | N/A |

#### Administration

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Change Management** | Not enough data | 6.9 (8 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | Not enough data | 8.1 (8 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | Not enough data | 7.4 (9 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Help Desk** | Not enough data | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | Not enough data | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | Not enough data | 8.3 (10 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Reporting** | Not enough data | 7.5 (6 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | Not enough data | 8.1 (6 reviews) ✓ Verified | Not enough data | 
| **Access Management** | Not enough data | 6.3 (5 reviews) | Not enough data | 
| **Asset Management** | Not enough data | 8.3 (5 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | Not enough data | 8.1 (6 reviews) | Not enough data | 

#### Functionality

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Ticketing System** | Not enough data | 8.9 (6 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | Not enough data | 6.3 (5 reviews) | Not enough data | 
| **Alerting** | Not enough data | 7.2 (6 reviews) ✓ Verified | Not enough data | 
| **Automation** | Not enough data | 6.4 (6 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **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 | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.0/10 | 404 |

#### Channels

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 8.4 (358 reviews) | 
| **Open Listening** | Not enough data | Not enough data | 8.0 (334 reviews) | 
| **Physical Media** | Not enough data | Not enough data | 7.5 (324 reviews) | 

#### Design

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 8.2 (331 reviews) | 
| **Create Content** | Not enough data | Not enough data | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | Not enough data | 8.3 (356 reviews) | 
| **Inbound Identification** | Not enough data | Not enough data | 8.3 (344 reviews) | 
| **Regulatory Compliance** | Not enough data | Not enough data | 8.4 (332 reviews) | 

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (263 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.7 (264 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 293 |

#### Usability

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 8.7 (263 reviews) | 
| **Supporting Documents** | Not enough data | Not enough data | 8.7 (259 reviews) | 
| **Two-Way Communication** | Not enough data | Not enough data | 8.8 (251 reviews) | 

#### Reporting

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 8.6 (245 reviews) | 
| **Trend Analysis** | Not enough data | Not enough data | 8.5 (241 reviews) | 
| **Performance Monitoring** | Not enough data | Not enough data | 8.6 (253 reviews) | 

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.5 (178 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.5 (178 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.2/10 | 14 |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.3/10 | 269 |

#### Productivity Tools

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Notes** | 8.2 (13 reviews) | Not enough data | 8.9 (237 reviews) | 
| **Internal Discussion** | 8.7 (13 reviews) | Not enough data | 8.7 (222 reviews) | 
| **Assignments and Tasks** | 8.3 (13 reviews) | Not enough data | 8.6 (225 reviews) | 
| **Workflows** | 7.6 (13 reviews) | Not enough data | 8.7 (229 reviews) | 
| **Templates** | 8.3 (13 reviews) | Not enough data | 8.7 (232 reviews) | 
| **Integrations** | 8.5 (13 reviews) | Not enough data | 8.3 (209 reviews) | 
| **Tagging System** | 8.5 (13 reviews) | Not enough data | 8.7 (227 reviews) | 

#### Analytics

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Trends** | 8.2 (13 reviews) | Not enough data | 8.3 (204 reviews) | 
| **Performance Tracking** | 7.9 (13 reviews) | Not enough data | 8.5 (214 reviews) | 
| **Email Tracking** | Feature Not Available | Not enough data | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 6.9 (12 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.1 (14 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 500 |

#### Conversational Platform

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | 8.3 (432 reviews) | 
| **Omnichannel** | Not enough data | Not enough data | 8.3 (378 reviews) | 
| **Contextual Engagement** | Not enough data | Not enough data | 8.3 (371 reviews) | 
| **Proactive Engagement** | Not enough data | Not enough data | 8.4 (307 reviews) | 

#### Support Automation

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 8.4 (388 reviews) | 
| **Seamless Escalation** | Not enough data | Not enough data | 8.4 (408 reviews) | 
| **Transcripts** | Not enough data | Not enough data | 8.3 (373 reviews) | 
| **Self-Serve Support** | Not enough data | Not enough data | 8.2 (314 reviews) | 

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.4 (207 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.4 (203 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.5/10 | 139 |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 1886 |

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.8 (116 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.9 (114 reviews) | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 7.6 (113 reviews) | 

#### Communication

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Pop-up Chat** | 8.5 (40 reviews) ✓ Verified | Not enough data | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | 8.8 (39 reviews) ✓ Verified | Not enough data | 8.7 (601 reviews) ✓ Verified | 
| **Targeted Emails** | 8.1 (34 reviews) ✓ Verified | Not enough data | 8.7 (494 reviews) ✓ Verified | 
| **In-App Messaging** | 8.8 (29 reviews) ✓ Verified | Not enough data | 8.5 (199 reviews) | 
| **Co-Browsing** | Not enough data | Not enough data | 8.2 (202 reviews) | 

####  Internal Use

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Customization ** | 7.9 (115 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | 8.1 (1662 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (37 reviews) ✓ Verified | Not enough data | 8.6 (203 reviews) | 
| **Lead Development** | 8.1 (31 reviews) ✓ Verified | Not enough data | 8.2 (186 reviews) | 
| **Knowledge Base** | 8.7 (41 reviews) ✓ Verified | Not enough data | 8.8 (558 reviews) ✓ Verified | 
| **Team Inbox ** | 8.6 (37 reviews) ✓ Verified | Not enough data | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (39 reviews) ✓ Verified | Not enough data | 8.6 (547 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 7.8/10 | 58 |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 1122 |

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 7.9 (139 reviews) | 

#### Self-Service Experience

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Knowledge Base** | 8.6 (48 reviews) | Not enough data | 8.7 (959 reviews) | 
| **Searchable Articles** | 8.7 (49 reviews) | Not enough data | 8.6 (911 reviews) | 
| **Community Forums** | 8.5 (39 reviews) | Not enough data | 8.3 (682 reviews) | 
| **Mobile Optimization** | 7.1 (8 reviews) | Not enough data | 8.2 (238 reviews) | 
| **Personalization** | 6.9 (8 reviews) | Not enough data | 8.4 (255 reviews) | 

#### Self-Service Platform

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Branding** | 6.9 (8 reviews) | Not enough data | 8.5 (253 reviews) | 
| **Automation** | 7.5 (8 reviews) | Not enough data | 8.6 (260 reviews) | 
| **Artificial Intelligence** | 8.5 (8 reviews) | Not enough data | 8.0 (220 reviews) | 
| **Integrations** | 7.3 (8 reviews) | Not enough data | 8.4 (237 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.7 (16 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 7.7 (15 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.9 (16 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.7 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.6 (17 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.6 (16 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.8 (16 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.7/10 | 532 |

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 8.2 (79 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 8.0 (79 reviews) | 

#### Process

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Mentions** | Not enough data | Not enough data | 8.6 (163 reviews) | 
| **Tickets** | Not enough data | Not enough data | 9.3 (485 reviews) | 
| **Macros** | Not enough data | Not enough data | 8.6 (372 reviews) | 

#### Channels

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Email** | Not enough data | Not enough data | 9.2 (480 reviews) | 
| **Social** | Not enough data | Not enough data | 8.7 (416 reviews) | 
| **Live Chat** | Not enough data | Not enough data | 8.8 (377 reviews) | 
| **Phone** | Not enough data | Not enough data | 8.5 (341 reviews) | 
| **Text** | Not enough data | Not enough data | 8.3 (59 reviews) | 

#### Insight

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Surveys** | Not enough data | Not enough data | 8.6 (383 reviews) | 
| **Reporting** | Not enough data | Not enough data | 8.7 (170 reviews) | 
| **Visitor Activity** | Not enough data | Not enough data | 8.6 (374 reviews) | 
| **Help Desk** | Not enough data | Not enough data | 9.1 (446 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 7.7/10 | 91 |

#### Generative AI

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.8 (87 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.7 (85 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | 7.4/10 | 43 |
| **Freshdesk** | N/A | N/A |

#### Incident Management

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Automate Ticket Routing** | Not enough data | 7.4 (36 reviews) | Not enough data | 
| **Ticket Prioritization** | Not enough data | 7.5 (38 reviews) | Not enough data | 
| **Ticket Notifications** | Not enough data | 8.5 (40 reviews) | Not enough data | 
| **Knowledge Base** | Not enough data | 6.5 (32 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | Not enough data | 6.8 (33 reviews) | Not enough data | 

#### Reporting

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Dashboards** | Not enough data | 7.2 (35 reviews) | Not enough data | 
| **Time Tracking** | Not enough data | 7.8 (29 reviews) | Not enough data | 
| **Surveys** | Not enough data | 6.7 (24 reviews) | Not enough data | 

#### Access & Usability

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Mobile** | Not enough data | 6.7 (20 reviews) | Not enough data | 
| **Self Service** | Not enough data | 7.5 (31 reviews) | Not enough data | 
| **Active Directory** | Not enough data | 8.3 (32 reviews) | Not enough data | 
| **Multi-Channel Access** | Not enough data | Feature Not Available | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **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 | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 14 |

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

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 8.9 (9 reviews) | 
| **Contextual Response Generation** | Not enough data | Not enough data | 8.5 (9 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 8.3 (9 reviews) | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 8.5 (9 reviews) | 
| **Multilingual Support** | Not enough data | Not enough data | 8.0 (9 reviews) | 

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

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 8.0 (9 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.7 (10 reviews) | 
| **Escalation Handling** | Not enough data | Not enough data | 8.7 (10 reviews) | 
| **Workflow Optimization** | Not enough data | Not enough data | 8.5 (10 reviews) | 

#### Automation

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 9.3 (9 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.7 (9 reviews) | 
| **Document Processing** | Not enough data | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 6.9 (9 reviews) | 
| **Adaptive Responses** | Not enough data | Not enough data | 8.3 (9 reviews) | 
| **Task Execution** | Not enough data | Not enough data | 8.3 (9 reviews) | 
| **Problem Solving** | Not enough data | Not enough data | 8.0 (9 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Track-It!** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **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 (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 Track-It! (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Freshdesk (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Kayako | Track-It! | Freshdesk | 
|---|---|---|---|
| **Small-Business** | 54.6% | 14.4% | 48.6% | 
| **Mid-Market** | 35.8% | 57.7% | 39.7% | 
| **Enterprise** | 9.6% | 27.8% | 11.7% | 

### 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%

#### Track-It!

- **Information Technology and Services:** 13.3%
- **Hospital & Health Care:** 6.1%
- **Higher Education:** 6.1%
- **Utilities:** 4.1%
- **Law Practice:** 4.1%
- **Retail:** 4.1%
- **Government Administration:** 4.1%
- **Insurance:** 3.1%
- **Machinery:** 3.1%
- **Computer Software:** 3.1%
- **Other:** 49.0%

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 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 (7617 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 (3855 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)

### Alternatives to Track-It!

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 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)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7617 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7333 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 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..."

### Track-It!

No discussions available for this product.

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/kayako-vs-track-it-vs-freshdesk)