Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
Kayako
Score 6.5 out of 10
N/A
Kayako is a help desk and customer support platform that helps businesses automate workflows, improve agent productivity, and deliver personalized customer experiences across email, chat, and social media.
$79
per month
Pricing
Freshdesk
Kayako
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
Kayako One
$79
per month
Enterprise
Contact Sales
Offerings
Pricing Offerings
Freshdesk
Kayako
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Freshdesk
Kayako
Features
Freshdesk
Kayako
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.6
Ratings
7% above category average
Kayako
2.0
Ratings
120% below category average
Organize and prioritize service tickets
9.10 Ratings
1.00 Ratings
Expert directory
8.00 Ratings
1.00 Ratings
Subscription-based notifications
8.40 Ratings
1.00 Ratings
ITSM collaboration and documentation
7.60 Ratings
1.00 Ratings
Ticket creation and submission
9.00 Ratings
7.00 Ratings
Ticket response
9.20 Ratings
1.00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.0
Ratings
2% above category average
Kayako
1.0
Ratings
155% below category average
External knowledge base
8.10 Ratings
1.00 Ratings
Internal knowledge base
7.90 Ratings
1.00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.
Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.
Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Gives a very good report on an individual level of what is being done for a customer or corporate issue.
Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
SLA Policies where it is not customer / contract driven but agents / groups driven.
Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
I have not tried to use the actual Workflow function for awhile so this issue may have been resolved. When we tried to use it, it was cumbersome and did not offer much flexibility as to meeting the needs of different departments.
This may no longer be an issue but if someone was knowledgeable about KQL and knew how another department was set up, they could write a report accessing their data even though they do not have permission to view/edit that departments data.
Perhaps adding the function of "Read Receipts" to end-users when opening a ticket.
When a ticket is closed, automatically include information from the initial creation of the ticket so the end user knows at a glance what issue has been resolved without looking up the Ticket ID.
My company that used Freshdesk was acquired by another company that uses Salesforce, so our only reason to keep Freshdesk would be records, but migrating the tickets, notes, and company details from Freshdesk to Salesforce was straightforward enough. Had the acquisition not occurred, we would have renewed Freshdesk because the cost of switching would've been too great in terms of price, time, and sunk cost (our Freshdesk customizations would not port over well).
I am no longer with the company that was using this, and they were recently bought out by a larger organization that uses an internally developed software suite. It is unlikely for that reason that they will renew or keep any service with Kayako.
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.
Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.
Most important, Freshdesk is a user- friendly platform which directly supports interfaces and navigates user to start. Helps to provide multiple and complex documentation and troubleshooting. It provides build templates for different workflows and processes also refuces effort and time to implement and perform corporate tasks and complete the execution.
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.
Kayako is way more scalable than Spiceworks' helpdesk offering. We had trouble visualizing our current layout within their environment. Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform. We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
Kayako has helped our business to grow by allowing us to scale our help desk to accommodate more client companies in an efficient manner.
Kayako has allowed our customers to have more direct control over their help desk tickets and has made it easier for them to interface directly with our help desk staff.
The built-in chat features in Kayako that tie to our main website has allowed prospective customers to chat with our sales teams right away, resulting in more business.
