Compare Kayako and Zendesk for Customer Service 
At a Glance
Market Segments
Small-Business (55.6% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
$15/agent/month
$19.00 1 user per month billed annually
Kayako
Star Rating
(223)4.0 out of 5
Market Segments
Small-Business (55.6% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,799)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in user satisfaction, with a sleek and minimalist interface that users find appealing. Many appreciate how it streamlines customer queries, making it easier to manage tickets and respond efficiently, which significantly enhances the overall customer experience.
- Users say that Kayako's SingleView™ feature is a standout, allowing agents to access a customer's entire interaction history in one place. This capability fosters personalized support, as agents can assist customers without requiring them to repeat their issues, which is a notable advantage for businesses focused on customer relationships.
- Reviewers mention that Zendesk for Customer Service offers a robust generative AI service that helps create multi-level responses based on customer inquiries. This feature not only saves time but also improves response accuracy, making it a favorite among users who handle a high volume of tickets.
- According to verified reviews, Kayako's AI capabilities are praised for their contextual understanding, providing agents with relevant suggestions that reflect customer needs. Users highlight that this feature has significantly reduced response times, showcasing the platform's efficiency in handling complex queries.
- G2 reviewers highlight that Zendesk for Customer Service has a strong market presence and a wealth of user feedback, with thousands of reviews indicating high satisfaction levels. This extensive user base contributes to a more reliable understanding of the product's strengths and weaknesses compared to Kayako, which has fewer reviews and a lower overall satisfaction score.
- Users report that while both platforms offer solid features, Zendesk for Customer Service generally provides a more comprehensive solution for mid-market businesses, whereas Kayako is often favored by small businesses. This distinction is important for potential buyers to consider based on their company size and specific needs.
Pricing
Entry-Level Pricing
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Kayako
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.1
202
8.6
5,178
Ease of Use
8.4
200
8.6
5,286
Ease of Setup
8.0
133
8.0
3,247
Ease of Admin
8.0
132
8.2
3,113
Quality of Support
8.0
188
8.4
4,914
Has the product been a good partner in doing business?
8.3
131
8.4
3,036
Product Direction (% positive)
7.1
199
8.0
4,833
Features by Category
Ticket and Case Management
8.7
155
|
Verified
8.8
2581
|
Verified
8.5
154
|
Verified
8.7
2608
|
Verified
8.1
148
|
Verified
8.5
2536
|
Verified
8.3
141
|
Verified
8.4
2370
|
Verified
8.0
129
|
Verified
8.2
1932
|
Verified
7.6
145
|
Verified
8.4
2408
|
Verified
8.5
147
|
Verified
8.6
2409
|
Verified
7.8
56
8.3
1864
|
Verified
Generative AI
Not enough data
7.6
387
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
8.4
131
|
Verified
8.5
2067
|
Verified
8.7
143
|
Verified
8.8
2330
|
Verified
8.3
105
|
Verified
8.4
1745
|
Verified
7.4
56
|
Verified
8.0
1435
|
Verified
Feature Not Available
8.0
1323
|
Verified
Platform
7.7
83
|
Verified
7.7
1390
|
Verified
7.9
115
|
Verified
8.0
1781
|
Verified
8.2
102
|
Verified
8.3
1956
|
Verified
7.9
65
|
Verified
8.2
1766
|
Verified
7.4
132
|
Verified
7.9
2367
|
Verified
7.7
128
|
Verified
8.0
2418
|
Verified
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
757
Not enough data
8.4
714
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
8.5
40
|
Verified
8.6
948
|
Verified
8.8
39
|
Verified
8.4
963
|
Verified
8.1
34
|
Verified
8.1
719
8.8
29
|
Verified
8.5
735
|
Verified
Not enough data
8.0
520
Internal Use
7.9
115
|
Verified
8.0
1781
|
Verified
8.7
37
|
Verified
8.5
847
|
Verified
8.1
31
|
Verified
8.1
649
8.7
41
|
Verified
8.5
897
8.6
37
|
Verified
8.6
826
|
Verified
8.5
39
|
Verified
8.3
846
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.6
48
8.5
1510
8.7
49
8.5
1441
8.5
39
8.0
1024
7.1
8
7.7
647
6.9
8
8.0
779
Self-Service Platform
6.9
8
8.2
829
7.5
8
8.2
845
8.5
8
7.7
664
7.3
8
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Kayako and Zendesk for Customer Service are categorized as Live Chat, Help Desk, Customer Self-Service, Shared Inbox, and Digital Customer Service Platforms
Unique Categories
Kayako has no unique categories
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Customer Service Automation, Conversational Support, Workforce Management, Chatbots, Complaint Management, Conversational Commerce Platforms, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
26.1%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.5%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
Does Kayako offer an API?
2 Comments
Official Response from Kayako
Yes. Visit us at https://developer.kayako.com/ for more information.Read more
What integrations does Kayako support?
2 Comments
Official Response from Kayako
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+...Read more
had any one used reporting with kayako
2 Comments
YK
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...Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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