Kayako vs Freshdesk Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Vincent Po B2B Consultant

Good helpdesk tool until they stopped offering the free plan

2019-03-27

Pros

Very elegant and well-produced helpdesk app. I was in the middle of switching over to Kayako until they stopped offering the free plan, so had to scrap the migration.

Cons

I was using Freshdesk and liked Kayako better and was starting to migrate my own and clients over to Kayako until they scrapped the free plan, so stayed with Freshdesk.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Other

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Kayako Reviews
Kayako
Unified customer service platform
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Nivas Narayan

Kayako service desk tool is one of the best service desk which am using since 2 years in current org

2018-06-14

Meeting SLA's in service delivery MIS reports Email to incidence with unique identity number Tickets History

Pros

User friendly and easy to access the reports and MIS using Kayako tool Incidence reviews and history gathering is very useful comparing any other current tools like freshdesk,everest .. etc, this is the best and cost effective tool.

Cons

queries that needs to be written to get any customized report in the tool Duplication of incidence where it doesnt consider FW/RE in email to incidence case incidence reopen

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Kayako Reviews
Kayako
Unified customer service platform
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Sebastien Matte

Really good & well designed helpdesk software - I checked almost all of them and chose Freshdesk.

2018-07-22

Much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-)

Pros

I looked into ZenDesk, ZohoDesk, Desk.com, Kayako, Cayzu and others and they were all about the same price however Freshdesk stands out for the ease of use by far.

Cons

The time before we became paying Freshdesk customers is the one place where I feel there is a need for more care. Once we are paying clients however the service is really good. Here are my main points for them to work on: 1. Please, we don't want to feel even the slightest pressure to buy into Freshdesk: we are a slow-moving company tech-wise and we needed more time to try all the features without having our trial deleted. The free trial is 21 days. We did receive one full extension and part of another and our assigned agent was as patient as she could about our slow pace; however I had the impression that behind her she maybe was pressured to ' close the sale ' . I felt pressured to go faster than our time budget was allowing to fully explore in depth Freshdesk. 2. That agent was also somewhat slow at first to answer to some questions I had before committing to a paid plan. 3. While I was exploring the whole feature set of Freskdesk I felt that she was not sufficiently able to help me understand why the first paid plan would be better for us than the free plan. I had made a list of features I wanted more info about and even on a live call I would have liked for her to be able to go deeper with me in my understanding of Freshdesk at that time. I felt she was mostly reading the same feature-sheet as me. 4. So we committed to Freshdesk a bit before being fully ready however by then I knew that there were more than enough paid features for us to make the jump.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
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