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Kayako vs ManageEngine ServiceDesk Plus Comparison
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Overview
Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any...
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
30
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
120
/user
Per year
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Mirele K.
Samir H.
Pros
Cons
Stephanie M.
Cons
Key features
- Total features74
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Application Management
- Appointment Management
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Trail
- Auto-Responders
- Automated Routing
- Availability Management
- Barcoding/RFID
- CMDB
- CRM
- Call Center Management
- Capacity Management
- Categorization/Grouping
- Change Management
- Chat/Messaging
- Check-in/Check-out
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract/License Management
- Cost Tracking
- Customer Database
- Customer History
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dashboard
- Data Visualization
- Depreciation Management
- Disposal Management
- Document Management
- Document Storage
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Incident Management
- Incident Management
- Incident Reporting
- Interaction Tracking
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Location Tracking
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Multiple User Accounts
- Offline Form
- Performance Metrics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Projections
- Purchase Order Management
- Queue Management
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Recurring Issues
- Release Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Rules-Based Workflow
- Scheduled/Automated Reports
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Supplier Management
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Task Management
- Third Party Integrations
- Virtual Assistant
- Website Integration
- Workflow Management
- Total features75
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Application Management
- Appointment Management
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Trail
- Auto-Responders
- Automated Routing
- Availability Management
- Barcoding/RFID
- CMDB
- CRM
- Call Center Management
- Capacity Management
- Categorization/Grouping
- Change Management
- Chat/Messaging
- Check-in/Check-out
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract/License Management
- Cost Tracking
- Customer Database
- Customer History
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dashboard
- Data Visualization
- Depreciation Management
- Disposal Management
- Document Management
- Document Storage
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Incident Management
- Incident Management
- Incident Reporting
- Interaction Tracking
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Location Tracking
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Multiple User Accounts
- Offline Form
- Performance Metrics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Projections
- Purchase Order Management
- Queue Management
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Recurring Issues
- Release Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Rules-Based Workflow
- Scheduled/Automated Reports
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Supplier Management
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Task Management
- Third Party Integrations
- Virtual Assistant
- Website Integration
- Workflow Management
Integrations
- Total integrations82
- Constant Contact
- Gmail
- Google Analytics 360
- Google Calendar
- HubSpot CRM
- HubSpot Marketing Hub
- Mailchimp
- Meta for Business
- Microsoft Outlook
- PayPal
- QuickBooks Online Advanced
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- WordPress
- Xero
- Zapier
- Zendesk Suite
- Total integrations26
- Constant Contact
- Gmail
- Google Analytics 360
- Google Calendar
- HubSpot CRM
- HubSpot Marketing Hub
- Mailchimp
- Meta for Business
- Microsoft Outlook
- PayPal
- QuickBooks Online Advanced
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- WordPress
- Xero
- Zapier
- Zendesk Suite
Alternatives
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User reviews that mention these apps
henrik h.
Used daily for 2+ years
Review source
Share this review:
overview of support tickets, staffmembers and ongoing tasks at customers
installation On premiss. lightning fast ticket handling for staff members and servicedesk. Ticket handling / email integration works smooth and simple
missing bits and pieces in API and datamodel. integration of the custom fields created on Ticket / timetrack/Billing
Roy P.
Computer Software, 51-200 employees
Used daily for 1-2 years
Review source
Share this review:
The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.
There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting
Adrienne B.
Primary/Secondary Education, 11-50 employees
Used daily for less than 6 months
Review source
Share this review:
We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.
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