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Kayako vs ServiceNow 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

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

  • 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

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.0

162

5

4

3

2

1

63

60

25

4

10

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
would recommend this app

4.5

136

5

4

3

2

1

73

54

9

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
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

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.
Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.
Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

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

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review10 days ago

Key features

  • Total features75
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • CRM
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Version Control
  • Virtual Assistant
  • Website Integration
  • Workflow Configuration
  • Workflow Management
  • Total features66
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • CRM
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Version Control
  • Virtual Assistant
  • Website Integration
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations80
  • 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 integrations372
  • 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