Kayako vs Freshdesk

Zendesk Suite

Zoho Desk

Salesforce Service Cloud

Olark

Help Scout

2Chat

Compare Kayako and Freshdesk based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Your customers know Olark live chat. They are looking for that little tab in the bottom corner of your website that says, “Click Here to Chat.” We let you be yourself and talk directly with customers on your website right now. We believe the more human you are, the more you’ll make customers happy.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

2Chat is an all-in-one programmable WhatsApp automation tool for small teams. It integrates with existing workflows while allowing users to continue using WhatsApp normally. Features include multi-device support, customizable bots, live chat, reporting tools, and more.

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako unifies email, social, and live chat conversations together in one tidy place.

Access Controls/Permissions

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Application Management

Asset Tracking

Automated Routing

Autoresponders

Availability Management

Call Center Management

Capacity Management

Change Management

Chat/Messaging

Collaboration Tools

Communication Management

Configurable Workflow

Configuration Management

Contract/License Management

Customer Database

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Dashboard

Data Visualization

Email Management

Email Templates

Event Triggered Actions

Feedback Management

Help Desk Management

Incident Management

Interaction Tracking

Issue Auditing

Issue Management

Knowledge Base Management

Live Chat

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Language

Offline Form

Performance Metrics

Problem Management

Project Management

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Real-Time Data

Real-Time Monitoring

Recurring Issues

Release Management

Reporting & Statistics

Reporting/Analytics

Role-Based Permissions

Rules-Based Workflow

Search/Filter

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Single Sign On

Social Media Integration

Support Ticket Management

Surveys & Feedback

Tagging

Third-Party Integrations

Website Integration

Workflow Management

Kayako

Android

Linux

Web-based

Windows

iPad

iPhone

Gerente de sucesso do cliente

Control of the conversations with my costumers, insights of what they need (What kind of doubts they have), a nice support that helps me with the configuration, a beautiful landpage for my articles.

Webmaster

I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen.

Director of Technical Support

I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.

Customer Service

One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when.

Account Manager

The migration to the new version was horrible. There was little communication and I had to keep following up.

Chief Software Architect

I like that we are able to integrate it into our workflow using the APIs. It is easy to use and helps us manage lots of support email and phone calls.

IT Support Specialist

Features and functionality missing or not working.

I have used this and I am surprised that the review at your website is so much biased.

It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion.

Operations-India

In case the user enters a wrong email address or misses a word while entering the email address, it becomes difficult to get back to him. Incase we dont reply on time).

At the time we had several issues keeping track of the workload our staff were under, and this resulted in very poor customer service.

Software Engineer

Software internationalization and available translations are poor. Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet.

admin

Missing bits and pieces in API and datamodel. Integration of the custom fields created on Ticket / timetrack/Billing.

social media evaluator

I use the Kayako software to submit customer service tickets in my work. I can also see the status of each tickets so it is helpful to keep track.

There were few reporting tools and there was no way to set follow-up tasks.

Database Developer

I have been using it for support purposes of the software that I and my team were developing. It is cool and we organized our tickets very easily.

Freelance Web Developer

Really easy and streamlined customer experience.

Founder

WAS a great company and choice, but now just garbage towards the right information that customers need compared to worrying about money.

Kayako screenshot: Kayako multi-channel conversations

Kayako screenshot: Kayako unified cases

Kayako screenshot: Kayako conversation with customer

Kayako screenshot: Kayako support history

Kayako screenshot: Kayako creates single view of conversation

Kayako screenshot: Kayako build knowledge base

Kayako screenshot: Kayako mobile application

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Zoho Desk is a web and mobile-based customer service software that enables businesses of all sizes and types to deliver customer support, empower agents, and maintain operations.

Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Activity Dashboard

Analytics

Archiving & Retention

Assignment Management

Automated Responses

Automatic Call Distribution

Call Monitoring

Call Recording

Call Routing

Canned Responses

Case Management

Catalog Management

Chatbot

Computer Telephony Integration

Conferencing

Contact Management

Content Creation

Content Management

Customer Communication

Customer Complaint Tracking

Customer Experience Management

Customer History

Customer Portal

Customer Segmentation

Customer Support

Customizable Templates

Data Import/Export

Decision Support

Discussions/Forums

Drag & Drop

Engagement Tracking

File Sharing

Forms Management

Full Text Search

Gamification

Inbox Management

Issue Tracking

IT Asset Management

Knowledge Management

Macros/Templated Responses

Mobile App

Multi-Channel Data Collection

Multi-Channel Management

Multiple User Accounts

Negative Feedback Management

On-Demand Recording

Online Forums

Predictive Analytics

Prioritization

Real-Time Notifications

Real-Time Updates

Remote Access/Control

Routing

Screen Sharing

Search

Freshdesk

ICT Support Manager

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.

It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Human Resources Generalist

We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.

Owner

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

Quality Analyst

I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.

Kayako vs Freshdesk Comparison (2026)

Kayako vs Freshdesk Comparison (2026)

Kayako

Freshdesk

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives