Compare Kayako and Zoho Desk
Featured Products
At a Glance
Market Segments
Small-Business (55.1% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$15/agent/month
$0.00
Kayako
Star Rating
(225)4.0 out of 5
Market Segments
Small-Business (55.1% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plans
Zoho Desk
Star Rating
(7,567)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user-friendliness, with many users appreciating its intuitive drag-and-drop interface that significantly streamlines ticket management. In contrast, Kayako users have noted some challenges with configuration, which can hinder the overall user experience.
- Users say that Zoho Desk's robust ticketing system offers multiple options for managing tickets, such as linking and holding, which enhances organization and efficiency. Meanwhile, Kayako's ticket management features, while functional, do not receive the same level of praise for versatility.
- Reviewers mention that Kayako's AI capabilities, particularly its SingleView™ Customer History, provide agents with a comprehensive view of customer interactions, allowing for personalized support. However, Zoho Desk's overall AI features are perceived as less advanced, which may impact the speed of ticket resolution.
- According to verified reviews, Zoho Desk's free entry-level pricing is a significant advantage for small businesses looking to optimize their support systems without upfront costs. In contrast, Kayako's pricing model may be a barrier for some users, especially those in the small business segment.
- G2 reviewers highlight that Zoho Desk has a much larger user base, with thousands of recent reviews indicating a strong market presence and ongoing user engagement. Kayako, on the other hand, has seen a decline in recent reviews, which may suggest a stagnation in user satisfaction or product development.
- Users appreciate Zoho Desk's comprehensive support resources and community forums, which facilitate user collaboration and problem-solving. Kayako's support, while rated positively, does not seem to offer the same level of community engagement, which can be crucial for users seeking assistance.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Kayako
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.1
203
8.7
6,081
Ease of Use
8.4
202
8.5
6,162
Ease of Setup
8.0
135
8.1
5,434
Ease of Admin
8.0
132
8.3
4,931
Quality of Support
8.0
189
8.3
5,468
Has the product been a good partner in doing business?
8.3
131
8.4
4,459
Product Direction (% positive)
7.1
200
8.9
5,809
Features by Category
Ticket and Case Management
8.7
155
|
Verified
8.7
3475
|
Verified
8.5
156
|
Verified
8.5
3376
|
Verified
8.1
148
|
Verified
8.4
3200
|
Verified
8.3
143
|
Verified
8.3
2964
|
Verified
8.0
129
|
Verified
8.2
2691
|
Verified
7.6
146
|
Verified
8.4
2917
|
Verified
8.5
147
|
Verified
8.5
2943
|
Verified
7.8
56
8.3
2532
|
Verified
Generative AI
Not enough data
7.4
969
Not enough data
7.4
953
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.2
361
Not enough data
7.2
358
Communication Channels
8.4
131
|
Verified
8.3
2879
|
Verified
8.7
143
|
Verified
8.6
3128
|
Verified
8.3
105
|
Verified
8.2
2424
|
Verified
7.3
57
|
Verified
8.0
2163
|
Verified
Feature Not Available
7.8
1927
|
Verified
Platform
7.7
83
|
Verified
8.1
2306
|
Verified
7.9
115
|
Verified
8.2
2758
|
Verified
8.2
102
|
Verified
8.4
2859
|
Verified
7.9
65
|
Verified
8.2
2358
|
Verified
7.4
132
|
Verified
8.3
2848
|
Verified
7.7
128
|
Verified
8.4
2987
|
Verified
Administration
Not enough data
8.2
344
Not enough data
8.2
342
Not enough data
8.4
345
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.3
337
Not enough data
8.3
334
Not enough data
8.2
336
Not enough data
8.1
334
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
336
Not enough data
8.1
330
Not enough data
8.4
335
Not enough data
8.4
333
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
579
Not enough data
8.0
558
Not enough data
Feature Not Available
Design
Not enough data
7.9
547
Not enough data
7.7
556
Not enough data
8.1
553
Not enough data
8.1
549
Not enough data
8.1
533
Generative AI
Not enough data
7.5
428
Not enough data
7.5
421
Usability
Not enough data
8.3
448
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
423
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Generative AI
Not enough data
7.9
175
Not enough data
8.0
177
Not enough data
Feature Not Available
Communication
8.5
40
|
Verified
8.8
719
|
Verified
8.8
39
|
Verified
8.7
760
|
Verified
8.1
34
|
Verified
8.6
659
8.8
29
|
Verified
8.6
632
|
Verified
Not enough data
8.3
356
Internal Use
7.9
115
|
Verified
8.2
2758
|
Verified
8.7
37
|
Verified
Feature Not Available
8.1
31
|
Verified
8.4
455
8.7
41
|
Verified
8.7
714
|
Verified
8.6
37
|
Verified
8.7
693
|
Verified
8.5
39
|
Verified
8.6
707
|
Verified
Generative AI
Not enough data
7.7
422
Self-Service Experience
8.6
48
8.5
1513
8.7
49
8.4
1470
8.5
39
8.1
1277
7.1
8
8.1
770
6.9
8
8.2
815
Self-Service Platform
6.9
8
8.3
841
7.5
8
8.3
818
8.5
8
7.8
731
7.3
8
8.2
766
Agentic AI - Customer Self-Service
Not enough data
7.7
79
Not enough data
7.7
80
Not enough data
7.9
79
Not enough data
7.8
84
Not enough data
7.8
82
Not enough data
7.8
80
Not enough data
7.7
83
Generative AI
Not enough data
8.2(won by default)
120
Not enough data
8.1(won by default)
118
Process
Not enough data
8.7(won by default)
491
Not enough data
9.0(won by default)
638
Not enough data
8.5(won by default)
490
Channels
Not enough data
9.0(won by default)
627
Not enough data
8.5(won by default)
545
Not enough data
8.7(won by default)
516
Not enough data
8.6(won by default)
459
Not enough data
8.8(won by default)
485
Insight
Not enough data
8.7(won by default)
494
Not enough data
8.9(won by default)
546
Not enough data
8.8(won by default)
516
Not enough data
9.0(won by default)
591
Generative AI
Not enough data
7.7
186
Not enough data
7.7
185
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Categories
Categories
Shared Categories
Kayako and Zoho Desk are categorized as Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Kayako is categorized as Shared Inbox
Zoho Desk is categorized as AI Customer Support Agents, Social Customer Service, Complaint Management, Contact Center Knowledge Base, Google Workspace for Sales, and Customer Communications Management
Reviews
Reviewers' Company Size
Kayako
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
26.4%
Computer Software
15.0%
Telecommunications
5.9%
Internet
4.5%
Marketing and Advertising
4.1%
Other
44.1%
Information Technology and Services
17.9%
Computer Software
10.7%
Computer & Network Security
4.2%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
Alternatives
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
Where do I find training VDO?
3 Comments
EE
They have a lot of videos right here https://www.youtube.com/user/zoho
You should be able to find the video you need on youtube.Read more
