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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

Screenshots

Pricing

Starting from
$

15

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

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

User reviews

5

4

3

2

1

60

60

24

4

10

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

4.4

5

4

3

2

1

28

26

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

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

Pros

They have been great in helping us get going as quickly as possible and they offer some things we might also use in the future that will really help continue meeting goals.
Overall it was a good learning platform and also came to know various things that are present and which are available to use so can say had a good experience with the tool.
Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me.

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

Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job.
Interface can sometimes be confusing, a lot of data housed in one place and not easy to navigate to exactly what you're looking for.
  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last review24 days ago

Key features

  • Total features89
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Indicator
  • Availability Management
  • CRM
  • Call Center Management
  • Capacity Management
  • Change Management
  • Channel Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Portal
  • Event Management
  • Event Triggered Actions
  • Feedback Management
  • Graphical Workflow Editor
  • Heatmaps
  • 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
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • Lead Distribution
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Productivity Analysis
  • Progress Tracking
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Comparisons
  • 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
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Rich Text Editor
  • Risk Alerts
  • Risk Assessment
  • 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
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Two-Factor Authentication
  • Vendor Management
  • Version Control
  • Virtual Assistant
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features98
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Indicator
  • Availability Management
  • CRM
  • Call Center Management
  • Capacity Management
  • Change Management
  • Channel Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Portal
  • Event Management
  • Event Triggered Actions
  • Feedback Management
  • Graphical Workflow Editor
  • Heatmaps
  • 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
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • Lead Distribution
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Productivity Analysis
  • Progress Tracking
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Comparisons
  • 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
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Rich Text Editor
  • Risk Alerts
  • Risk Assessment
  • 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
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Two-Factor Authentication
  • Vendor Management
  • Version Control
  • Virtual Assistant
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations79
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations223
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Kayako vs. ServiceNow

See how Kayako and ServiceNow stack up against each other by comparing features, pricing, ratings, integrations, security & more.