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Compare Kayako and Zoho Desk 
At a Glance
Market Segments
Small-Business (55.9% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
$15/agent/month
$0.00
Kayako
Star Rating
(222)4.0 out of 5
Market Segments
Small-Business (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansZoho Desk
Star Rating
(7,206)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user experience, particularly due to its intuitive interface that keeps everything organized. Users appreciate how easy it is to track tickets and respond to customers without confusion, making daily operations smoother.
- Users say that Kayako's AI capabilities are a standout feature, with many praising its contextual responsiveness. Reviewers highlight how the AI helps support agents by providing relevant suggestions, which significantly reduces the time spent on repetitive tasks.
- According to verified reviews, Zoho Desk has a much larger user base, reflected in its substantial number of recent reviews. This indicates a higher level of ongoing user engagement and satisfaction compared to Kayako, which has seen no recent reviews.
- Reviewers mention that while Kayako offers strong automation features, it sometimes struggles with customization to fit specific workflows. Users have noted challenges in configuring the system to meet their unique needs, which can hinder efficiency.
- Users highlight that Zoho Desk's pricing model is particularly appealing, as it offers a free tier that includes advanced functionalities. This makes it an attractive option for small businesses looking to manage customer support without a significant financial commitment.
- G2 reviewers note that Kayako's focus on reducing repetitive tickets has been beneficial for teams overwhelmed with common inquiries. Users have shared success stories about how the platform effectively handles basic queries, allowing human agents to focus on more complex issues.
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
201
8.7
5,743
Ease of Use
8.4
199
8.5
5,821
Ease of Setup
8.0
132
8.1
5,097
Ease of Admin
8.0
131
8.3
4,786
Quality of Support
8.1
187
8.3
5,165
Has the product been a good partner in doing business?
8.3
130
8.4
4,321
Product Direction (% positive)
7.1
198
8.9
5,506
Features by Category
Ticket and Case Management
8.7
155
|
Verified
8.6
3361
|
Verified
8.5
154
|
Verified
8.5
3304
|
Verified
8.1
148
|
Verified
8.3
3084
|
Verified
8.3
140
|
Verified
8.3
2920
|
Verified
8.0
129
|
Verified
8.2
2642
|
Verified
7.6
145
|
Verified
8.4
2908
|
Verified
8.5
147
|
Verified
8.5
2916
|
Verified
7.8
55
8.3
2506
|
Verified
Generative AI
Not enough data
7.4
961
Not enough data
7.4
950
Agentic AI - Help Desk
Not enough data
7.1
358
Not enough data
7.1
361
Not enough data
7.2
358
Communication Channels
8.4
131
|
Verified
8.3
2855
|
Verified
8.7
142
|
Verified
8.6
3079
|
Verified
8.3
104
|
Verified
8.2
2390
|
Verified
7.4
56
|
Verified
8.0
2148
|
Verified
Feature Not Available
7.8
1909
|
Verified
Platform
7.7
83
|
Verified
8.1
2289
|
Verified
7.9
115
|
Verified
8.2
2739
|
Verified
8.2
102
|
Verified
8.4
2834
|
Verified
7.9
65
|
Verified
8.1
2259
|
Verified
7.4
131
|
Verified
8.2
2797
|
Verified
7.7
128
|
Verified
8.4
2955
|
Verified
Administration
Not enough data
8.2
342
Not enough data
8.2
341
Not enough data
8.4
345
Knowledge Management
Not enough data
8.6
324
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
332
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
575
Not enough data
8.0
557
Not enough data
7.3
549
Design
Not enough data
7.9
546
Not enough data
7.7
555
Not enough data
8.1
551
Not enough data
8.1
546
Not enough data
8.1
532
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
447
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
422
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
7.8
176
Communication
8.5
40
|
Verified
8.8
717
|
Verified
8.8
39
|
Verified
8.7
758
|
Verified
8.1
34
|
Verified
8.6
658
8.8
29
|
Verified
8.6
631
|
Verified
Not enough data
8.3
355
Internal Use
7.9
115
|
Verified
8.2
2739
|
Verified
8.7
37
|
Verified
8.5
360
8.1
31
|
Verified
8.4
455
8.7
41
|
Verified
8.7
713
|
Verified
8.6
37
|
Verified
8.6
692
|
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
1508
8.7
49
8.4
1468
8.5
39
8.1
1274
7.1
8
8.1
769
6.9
8
8.2
814
Self-Service Platform
6.9
8
8.3
837
7.5
8
8.3
815
8.5
8
7.8
727
7.3
8
8.2
762
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
82
Generative AI
Not enough data
8.2(won by default)
119
Not enough data
8.1(won by default)
117
Process
Not enough data
8.7(won by default)
490
Not enough data
9.0(won by default)
634
Not enough data
8.5(won by default)
487
Channels
Not enough data
9.0(won by default)
624
Not enough data
8.5(won by default)
543
Not enough data
8.7(won by default)
514
Not enough data
8.6(won by default)
457
Not enough data
8.8(won by default)
482
Insight
Not enough data
8.7(won by default)
493
Not enough data
8.9(won by default)
545
Not enough data
8.8(won by default)
515
Not enough data
9.0(won by default)
589
Generative AI
Not enough data
7.6
184
Not enough data
7.7
183
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.6
7
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 Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Google Workspace for Sales, Social Customer Service, and AI Customer Support Agents
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
25.8%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.7%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.0%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
Alternatives
Discussions
had any one used reporting with kayako
2 Comments
JE
Hi there! It sounds like you might be using our custom report builder, which is SQL-like. This is an advanced tools for programmers to mine out data from...Read more
What integrations does Kayako support?
2 Comments
EW
The only official integrations Kayako offer is Salesforce and Zapier integration. Kayakos API's, Endpoints and Webhooks are also great if you have the...Read more
Does Kayako offer an API?
2 Comments
EW
Yes. Kayako offers both API's, Webhooks and endpoints. Read more
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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