Compare Kayako and Zoho Desk 
Featured Products
At a Glance
Market Segments
Small-Business (55.6% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$15/agent/month
$0.00
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 plansZoho Desk
Star Rating
(7,411)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user satisfaction, boasting a significantly higher overall score compared to Kayako. Users appreciate its intuitive interface and smooth setup process, with one reviewer noting that the trial was "smooth and impressive," highlighting the ease of ticket organization and navigation.
- Users say that Kayako's AI capabilities stand out, particularly in providing contextual suggestions for support agents. Reviewers have praised how the AI learns quickly, helping to reduce the volume of repetitive tickets, which was a major reason for their switch to Kayako.
- According to verified reviews, Zoho Desk offers robust automation tools that enhance efficiency. Users have mentioned the simplicity of configuring automated replies and notifications, which significantly improves their workflow and ticket management.
- Reviewers mention that while Kayako has strong AI features, it sometimes struggles with broader customization options compared to Zoho Desk. Users have expressed a desire for more flexibility in creating fields and workflows, which Zoho Desk provides effectively.
- G2 reviewers highlight that both platforms have solid ticket collaboration features, but Zoho Desk's overall user experience is rated slightly higher. Users appreciate the consistent performance in ticket response and collaboration, with Zoho Desk being noted for its clean and easy-to-navigate interface.
- Users report that Kayako's focus on reducing repetitive tickets is a significant advantage, especially for teams overwhelmed by common inquiries. However, Zoho Desk's comprehensive support and automation features make it a more appealing choice for businesses looking for a well-rounded help desk solution.
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
202
8.7
5,936
Ease of Use
8.4
200
8.5
6,016
Ease of Setup
8.0
133
8.1
5,289
Ease of Admin
8.0
132
8.3
4,919
Quality of Support
8.0
188
8.3
5,334
Has the product been a good partner in doing business?
8.3
131
8.4
4,447
Product Direction (% positive)
7.1
199
8.9
5,689
Features by Category
Ticket and Case Management
8.7
155
|
Verified
8.6
3429
|
Verified
8.5
154
|
Verified
8.5
3348
|
Verified
8.1
148
|
Verified
8.3
3152
|
Verified
8.3
141
|
Verified
8.3
2950
|
Verified
8.0
129
|
Verified
8.2
2673
|
Verified
7.6
145
|
Verified
8.4
2915
|
Verified
8.5
147
|
Verified
8.5
2929
|
Verified
7.8
56
8.3
2524
|
Verified
Generative AI
Not enough data
7.4
966
Not enough data
7.4
952
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.1
360
Not enough data
7.2
358
Communication Channels
8.4
131
|
Verified
8.3
2874
|
Verified
8.7
143
|
Verified
8.6
3112
|
Verified
8.3
105
|
Verified
8.2
2418
|
Verified
7.4
56
|
Verified
8.0
2161
|
Verified
Feature Not Available
7.8
1922
|
Verified
Platform
7.7
83
|
Verified
8.1
2302
|
Verified
7.9
115
|
Verified
8.2
2749
|
Verified
8.2
102
|
Verified
8.4
2852
|
Verified
7.9
65
|
Verified
8.2
2306
|
Verified
7.4
132
|
Verified
8.3
2831
|
Verified
7.7
128
|
Verified
8.4
2978
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
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
337
Not enough data
8.1
331
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
556
Not enough data
Feature Not Available
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
551
Not enough data
8.1
547
Not enough data
8.1
531
Generative AI
Not enough data
7.5
426
Not enough data
7.5
419
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
717
|
Verified
8.8
39
|
Verified
8.7
759
|
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
2749
|
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
8.6
692
|
Verified
8.5
39
|
Verified
8.6
707
|
Verified
Generative AI
Not enough data
7.7
423
Self-Service Experience
8.6
48
8.5
1514
8.7
49
8.4
1472
8.5
39
8.1
1279
7.1
8
8.1
772
6.9
8
8.2
817
Self-Service Platform
6.9
8
8.3
843
7.5
8
8.3
819
8.5
8
7.8
732
7.3
8
8.2
767
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)
119
Not enough data
8.1(won by default)
117
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
185
Not enough data
7.7
184
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
26.1%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.5%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.7%
Retail
3.5%
Other
60.1%
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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