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
Vision Helpdesk
Score 9.5 out of 10
Mid-Size Companies (51-1,000 employees)
Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools.
Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals, chat, phone, and API.
Satellite Help Desk Software - A multi-company/brand/product help desk software that allows users to manage support for multiple companies in place.…
$8
per month per seat
Pricing
Kayako
Vision Helpdesk
Editions & Modules
Kayako One
$79
per month
Enterprise
Contact Sales
Starter Help Desk
$8
per month per seat
Starter Help Desk
$12
per month per seat
Pro Help Desk
$16
per month per seat
Satellite Help Desk
$20
per month per seat
Pro Help Desk
$20
per month per seat
Satellite Help Desk
$24
per month per seat
Pro Service Desk
$24
per month per seat
Pro Service Desk
$32
per month per seat
Ent Service Desk
$32
per month per seat
Ent Service Desk
$48
per month per seat
Offerings
Pricing Offerings
Kayako
Vision Helpdesk
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
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
Kayako
Vision Helpdesk
Features
Kayako
Vision Helpdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kayako
2.0
Ratings
120% below category average
Vision Helpdesk
6.8
Ratings
17% below category average
Organize and prioritize service tickets
1.00 Ratings
8.00 Ratings
Expert directory
1.00 Ratings
00 Ratings
Subscription-based notifications
1.00 Ratings
8.00 Ratings
ITSM collaboration and documentation
1.00 Ratings
00 Ratings
Ticket creation and submission
7.00 Ratings
6.00 Ratings
Ticket response
1.00 Ratings
5.00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kayako
1.0
Ratings
155% below category average
Vision Helpdesk
5.0
Ratings
44% below category average
External knowledge base
1.00 Ratings
5.00 Ratings
Internal knowledge base
1.00 Ratings
5.00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
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.
Vision Helpdesk helps with multiple company support and offers an excellent Blabby feature. Another great addition they have made to this software is a service desk with an ITIL /ITSM feature. This helps with our our multi-location office requirements issues.
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.
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.
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.
Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.
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.
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.
At the time we switched from GrooveHQ to Vision Helpdesk, Groove lacked the features we were looking for and Vision Helpdesk had what we wanted at a much more affordable cost.
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.
