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Compare Kayako, UseResponse, and Zendesk Support

Pricing

 
Inbox
$15
/agent/month
Enterprise Package
$3000+
per solution
Essential
$5
/month
 
Growth
$30
/agent/month
Self-Hosted
$899
one-time fee
Team
$19
/month
 
Scale
$60
/agent/month
Cloud
$15
per agent, per month
Professional
$49
/month
 
Enterprise
$99
/month
 
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
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
9.0
8.7
Ease of Use
Ease of Use
8.4
9.3
8.6
Ease of Setup
Ease of Setup
8.0
9.2
8.2
Ease of Admin
Ease of Admin
8.1
9.2
8.3
Quality of Support
Quality of Support
8.2
9.9
8.3
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
8.4
Product Direction (% positive)
Product Direction (% positive)
7.0
10.0
7.6
Meets Requirements
Kayako
8.1
UseResponse
9.0
Zendesk Support
8.7
Ease of Use
Kayako
8.4
UseResponse
9.3
Zendesk Support
8.6
Ease of Setup
Kayako
8.0
UseResponse
9.2
Zendesk Support
8.2
Ease of Admin
Kayako
8.1
UseResponse
9.2
Zendesk Support
8.3
Quality of Support
Kayako
8.2
UseResponse
9.9
Zendesk Support
8.3
Ease of Doing Business With
Kayako
8.4
UseResponse
9.8
Zendesk Support
8.4
Product Direction (% positive)
Kayako
7.0
UseResponse
10.0
Zendesk Support
7.6

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
56.5%
40.0%
38.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
35.7%
46.7%
44.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
7.7%
13.3%
16.7%
Kayako
Small-Business
56.5%
Mid-Market
35.7%
Enterprise
7.7%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Zendesk Support
Small-Business
38.5%
Mid-Market
44.8%
Enterprise
16.7%

Reviewers' Industry

 
Information Technology and Services
23.4%
Information Technology and Services
25.0%
Computer Software
17.8%
 
Computer Software
17.7%
Semiconductors
10.0%
Information Technology and Services
15.3%
 
Telecommunications
7.2%
Internet
10.0%
Internet
10.0%
 
Internet
5.3%
Higher Education
10.0%
Marketing and Advertising
4.7%
 
Marketing and Advertising
3.8%
Financial Services
10.0%
Retail
3.4%
 
Other
42.6%
Other
35.0%
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%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%
Zendesk Support
Computer Software
17.8%
Information Technology and Services
15.3%
Internet
10.0%
Marketing and Advertising
4.7%
Retail
3.4%
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...

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)...

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.

G2 User in Computer & Network Security

Nothing really. Perhaps one thing that they could improve is that they might provide customers with a SSL certificate for custom domains instead of asking the customer to provide them with such certificate

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.

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
G2 User in Computer & Network Security

Nothing really. Perhaps one thing that they could improve is that they might provide customers with a SSL certificate for custom domains instead of asking the customer to provide them with such certificate

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.

No videos providedNo 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
Zendesk Support
No videos provided

Downloads

 No downloads providedNo downloads provided
UseResponse
No downloads provided
Zendesk Support
No downloads provided
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