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
Zoho Desk
Score 7.7 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
Kayako
Zoho Desk
Editions & Modules
Kayako One
$79
per month
Enterprise
Contact Sales
Free
$0
Express
$9
per month per user
Standard
$20
per month per user
Professional
$35
per month per user
Enterprise
$50
per month per user
Offerings
Pricing Offerings
Kayako
Zoho Desk
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
—
A discount is offered for yearly billing.
More Pricing Information
Community Pulse
Kayako
Zoho Desk
Features
Kayako
Zoho Desk
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
Zoho Desk
8.6
Ratings
7% above category average
Organize and prioritize service tickets
1.00 Ratings
8.90 Ratings
Expert directory
1.00 Ratings
7.90 Ratings
Subscription-based notifications
1.00 Ratings
7.90 Ratings
ITSM collaboration and documentation
1.00 Ratings
10.00 Ratings
Ticket creation and submission
7.00 Ratings
8.50 Ratings
Ticket response
1.00 Ratings
8.50 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kayako
1.0
Ratings
155% below category average
Zoho Desk
8.8
Ratings
11% above category average
External knowledge base
1.00 Ratings
8.80 Ratings
Internal knowledge base
1.00 Ratings
8.80 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.
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
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.
Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
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.
When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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.
Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.
Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions
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.
Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.
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.
By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly
