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Compare Kayako, UseResponse, and Freshdesk

Pricing

 
Inbox
$15
/agent/month
Enterprise Package
$3000+
per solution
Sprout
Free
for UNLIMITED agents
 
Growth
$30
/agent/month
Self-Hosted
$899
one-time fee
Blossom
$19
/ agent / month billed annually
 
Scale
$60
/agent/month
Cloud
$15
per agent, per month
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
UseResponse
Enterprise Package
$3000+per solution
Self-Hosted
$899one-time fee
Cloud
$15per agent, per month
Free Trial Unavailable
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
9.0
8.5
Ease of Use
Ease of Use
8.4
9.3
8.8
Ease of Setup
Ease of Setup
8.0
9.2
8.6
Ease of Admin
Ease of Admin
8.1
9.2
8.7
Quality of Support
Quality of Support
8.2
9.9
8.9
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
8.9
Product Direction (% positive)
Product Direction (% positive)
7.0
10.0
8.6
Meets Requirements
Kayako
8.1
UseResponse
9.0
Freshdesk
8.5
Ease of Use
Kayako
8.4
UseResponse
9.3
Freshdesk
8.8
Ease of Setup
Kayako
8.0
UseResponse
9.2
Freshdesk
8.6
Ease of Admin
Kayako
8.1
UseResponse
9.2
Freshdesk
8.7
Quality of Support
Kayako
8.2
UseResponse
9.9
Freshdesk
8.9
Ease of Doing Business With
Kayako
8.4
UseResponse
9.8
Freshdesk
8.9
Product Direction (% positive)
Kayako
7.0
UseResponse
10.0
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
Kayako
8.1
UseResponse
9.3
Freshdesk
8.4
Response Automation
Kayako
8.3
UseResponse
9.5
Freshdesk
8.5
SLA Management
Kayako
7.9
UseResponse
Not enough data available
Freshdesk
8.2
Attachments/Screencasts
Kayako
7.5
UseResponse
9.6
Freshdesk
8.4
Ticket Collaboration
Kayako
8.5
UseResponse
9.4
Freshdesk
8.6
Ticket creation user experience
Kayako
8.7
UseResponse
9.5
Freshdesk
8.9
Ticket response user experience
Kayako
8.4
UseResponse
9.3
Freshdesk
8.8
Knowledge Share
Knowledge Base
Kayako
8.9
UseResponse
Not enough data available
Freshdesk
8.8
Searchable Articles
Kayako
9.2
UseResponse
Not enough data available
Freshdesk
8.6
Community Forums
Kayako
8.6
UseResponse
Not enough data available
Freshdesk
8.4
Interactive FAQs & Forums
Kayako
8.5
UseResponse
Not enough data available
Freshdesk
8.5
Communication
Pop-up Chat
Kayako
8.9
UseResponse
Not enough data available
Freshdesk
9.0
Notifications
Kayako
8.5
UseResponse
Not enough data available
Freshdesk
8.8
Targeted Emails
Kayako
8.3
UseResponse
Not enough data available
Freshdesk
9.0
In-App Messaging
Kayako
8.9
UseResponse
Not enough data available
Freshdesk
Not enough data available
Interaction
Web Portals
Kayako
9.0
UseResponse
Not enough data available
Freshdesk
7.2
Forum to Reponse
Kayako
8.0
UseResponse
Not enough data available
Freshdesk
8.5
Tickets and Tagging
Kayako
9.3
UseResponse
Not enough data available
Freshdesk
8.8
Live Chat
Kayako
8.9
UseResponse
Not enough data available
Freshdesk
8.8
Internal Use
Customization
Kayako
7.8
UseResponse
9.2
Freshdesk
8.0
Conversation Archiving
Kayako
8.8
UseResponse
Not enough data available
Freshdesk
Not enough data available
Lead Development
Kayako
8.0
UseResponse
Not enough data available
Freshdesk
Not enough data available
Knowledge Base
Kayako
8.6
UseResponse
Not enough data available
Freshdesk
8.9
Team Inbox
Kayako
8.7
UseResponse
Not enough data available
Freshdesk
8.9
Customer Profiles
Kayako
8.1
UseResponse
Not enough data available
Freshdesk
8.6
Communication Channels
Customer Portal
Kayako
8.3
UseResponse
9.6
Freshdesk
8.6
Email to Case
Kayako
8.7
UseResponse
9.4
Freshdesk
9.0
Chat/Live Support
Kayako
8.2
UseResponse
9.0
Freshdesk
8.5
Social Integration
Kayako
6.9
UseResponse
Not enough data available
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Kayako
7.0
UseResponse
Not enough data available
Freshdesk
8.3
Customer and Contacts Database
Kayako
7.6
UseResponse
Not enough data available
Freshdesk
8.0
Products and Version Tracking
Kayako
6.9
UseResponse
Not enough data available
Freshdesk
8.2
Call Scripting
Kayako
6.7
UseResponse
Not enough data available
Freshdesk
8.2
Interactive Voice Response (IVR)
Kayako
6.7
UseResponse
Not enough data available
Freshdesk
8.4
Self Service/Community
Forums
Kayako
7.7
UseResponse
8.6
Freshdesk
8.3
Knowledge Base
Kayako
7.9
UseResponse
9.3
Freshdesk
8.5
Ideas/Feedback
Kayako
7.2
UseResponse
8.9
Freshdesk
8.4
Q&A
Kayako
7.8
UseResponse
9.6
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Kayako
6.6
UseResponse
Not enough data available
Freshdesk
8.2
Reporting
Kayako
7.2
UseResponse
8.1
Freshdesk
7.8
Dashboards
Kayako
7.6
UseResponse
8.1
Freshdesk
8.2
Platform
ITIL Compliance
Kayako
7.7
UseResponse
Not enough data available
Freshdesk
8.3
Mobile User Support
Kayako
7.7
UseResponse
9.3
Freshdesk
8.1
Customization
Kayako
7.8
UseResponse
9.2
Freshdesk
8.0
User, Role, and Access Management
Kayako
8.2
UseResponse
9.3
Freshdesk
8.5
Internationalization
Kayako
8.0
UseResponse
9.8
Freshdesk
8.1
Performance & Reliability
Kayako
8.6
UseResponse
8.5
Freshdesk
8.8
Integration APIs
Kayako
8.0
UseResponse
8.0
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
56.5%
40.0%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.7%
46.7%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
7.7%
13.3%
10.9%
Kayako
Small-Business
56.5%
Mid-Market
35.7%
Enterprise
7.7%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
23.4%
Information Technology and Services
25.0%
Information Technology and Services
20.4%
 
Computer Software
17.7%
Semiconductors
10.0%
Computer Software
13.9%
 
Telecommunications
7.2%
Internet
10.0%
Internet
5.9%
 
Internet
5.3%
Higher Education
10.0%
Education Management
3.7%
 
Marketing and Advertising
3.8%
Financial Services
10.0%
E-Learning
3.4%
 
Other
42.6%
Other
35.0%
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%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%
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...

Kapil M.
Administrator in Financial Services

(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5)...

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.

Michael S.
Administrator in Internet

Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me.

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.

UseResponse
Most Helpful Favorable Review
Kapil M.
Administrator in Financial Services

(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5)...

Most Helpful Critical Review
Michael S.
Administrator in Internet

Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me.

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.

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.

UseResponse
No videos provided
Freshdesk
Ask Kayako a QuestionContact KayakoAsk UseResponse a QuestionContact UseResponseAsk Freshdesk a QuestionContact Freshdesk
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Kayako
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UseResponse
UseResponse
Freshdesk
Freshdesk