Kayako vs HelpDesk

Zendesk Suite

Freshdesk

Zoho Desk

JIRA Service Management

Olark

Hiver

Compare Kayako and HelpDesk 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.

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

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.

JIRA  Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Hiver is a modern, AI help desk built for fast-moving teams. Key features include omnichannel support, live chat, knowledge base, automations, and analytics - all inside an intuitive interface. AI is embedded across triage, response, and insights to streamline the entire support journey.


HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

Activity Dashboard

AI Summarization

AI/Machine Learning

Assignment Management

Automated Responses

Batch Communications

Canned Responses

Case Management

Chatbot

Commenting/Notes

Complaint Monitoring

Compliance Management

Content Management

Conversation Intelligence

CSAT Survey Structure

Customer Complaint Tracking

Customer Experience Management

Customer History

Customer Segmentation

Customer Service Analytics

Customizable Templates

Data Import/Export

Data Security

Engagement Tracking

Forms Management

Inbox Management

Interactive Content

Issue Scheduling

Issue Tracking

Key Performance Indicators

Macros/Templated Responses

Multi-Channel Management

Multiple Data Sources

NPS Survey Structure

On-Demand Communications

Personalization

Predictive Analytics

Prioritization

Process/Workflow Automation

Projections

Quality Assurance

Real-Time Notifications

Real-Time Reporting

Real-Time Updates

Routing

Secure Data Storage

Sentiment Analysis

SSL Security

Support Ticket Tracking

Survey/Poll Management

HelpDesk

Technical Support Specialist

It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.

Administrative Assistant

There is an obvious lack of control over training,  nuances can be lost. Customers may find it too impersonal.

I do like the ease of functionality. It is pretty straight forward to use.

Director

The clean design and ease of use are what I like most about HelpDesk.

Customer Service Representative

Great experience with HelpDesk. Been using this tool to effectively communicate with patients and doctors.

Online Evangelism Innovator

I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services.

customer service

I love that it is very easy to use and not complicated at all.

Field Service Technical Support

I enjoy my experience with HelpDesk. I am able to help customers and solve their issues in an efficient manner.

Kayako vs HelpDesk Comparison (2026)

Kayako vs HelpDesk Comparison (2026)

Kayako

HelpDesk

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives