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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

No videos yet

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

4.0

164

5

4

3

2

1

65

60

25

4

10

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

4.4

182

5

4

3

2

1

96

63

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.
I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen.
I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.

Pros

Its integration with Active Directory allows for easy and seamless log in and authentication which makes the experience wonderful.
This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
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.

Cons

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

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.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
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.
  • Vendor responds to reviews
  • Last review16 days ago
  • Vendor responds to reviews
  • Last review14 days ago

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
  • Twitter
  • 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
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

hh
AvatarImg

henrik h.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Kayako logo

Kayako

easy to use, flexible

Reviewed 5 years ago

overview of support tickets, staffmembers and ongoing tasks at customers

Pros

installation On premiss. lightning fast ticket handling for staff members and servicedesk. Ticket handling / email integration works smooth and simple

Cons

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

RP
AvatarImg

Roy P.

Computer Software, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Kayako logo

Kayako

After comparing helpdesk solutions, Kayko was the one for us

Reviewed 4 years ago
Pros

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.

Cons

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

AB
AvatarImg

Adrienne B.

Primary/Secondary Education, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Kayako logo

Kayako

Kayako On-Premise

Reviewed 6 years ago

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.

Pros

No pros were added to this review

Cons

No cons were added to this review