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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...

Category Leaders

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

$

15

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

$

495

/yryear
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

62

59

24

4

10

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

5

4

3

2

1

83

54

16

4

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

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.

Mirele K.

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

Samir H.

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

AR

Anonymous Reviewer

Pros

Its integration with Active Directory allows for easy and seamless log in and authentication which makes the experience wonderful.

WP

Wanzi P.

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.

Mv

Mike v.

It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.

AR

Anonymous Reviewer

Cons

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

Stephanie M.

Features and functionality missing or not working.

GJ

Graham J.

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

P

Premdeep

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.

AR

Anonymous Reviewer

Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.

PZ

Peter Z.

Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

CD

Chris D.

  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features76
  • 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
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard
  • Data Visualization
  • Depreciation Management
  • Dispatch 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
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Network Monitoring
  • 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 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
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard
  • Data Visualization
  • Depreciation Management
  • Dispatch 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
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Network Monitoring
  • 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 integrations78
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Mailchimp
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations25
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Mailchimp
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk