TrustRadius: an HG Insights company

Desk.com (discontinued) vs. Kayako

Save this comparison

Save this comparison

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Desk.com (discontinued)

    Score8.3 out of 10
    N/ADesk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.N/A

    Kayako

    Score6.9 out of 10
    N/AKayako 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
    Desk.com (discontinued)Kayako
    Editions & Modules
    No answers on this topic
    Kayako One
    $79
    per month
    Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    Desk.com (discontinued)Kayako
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Desk.com (discontinued)Kayako
    Considered Both Products
    Discontinued Products
    Chose Desk.com (discontinued)
    We liked it as a tool because of the ease and advantages offered by the tool compared to the other solutions evaluated.Due to its ease of implementation and ease of use it adapted very well to the needs of the company, that was the reason why we chose desk.com.
    Incentivized
    Chose Desk.com (discontinued)
    • Kayako
      • Interesting, but really clunky and unstable at the time.
    Kayako
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Desk.com (discontinued)Kayako
    Incident and problem management
    Comparison of Incident and problem management features of Desk.com (discontinued) and Kayako
    Feature
    Desk.com (discontinued)
    -
    Ratings
    Kayako
    2.0
    11 Ratings
    Organize and prioritize service tickets00 Ratings1.011 Ratings
    Expert directory00 Ratings1.05 Ratings
    Subscription-based notifications00 Ratings1.08 Ratings
    ITSM collaboration and documentation00 Ratings1.07 Ratings
    Ticket creation and submission00 Ratings7.011 Ratings
    Ticket response00 Ratings1.011 Ratings
    Self Help Community
    Comparison of Self Help Community features of Desk.com (discontinued) and Kayako
    Feature
    Desk.com (discontinued)
    -
    Ratings
    Kayako
    1.0
    9 Ratings
    External knowledge base00 Ratings1.09 Ratings
    Internal knowledge base00 Ratings1.08 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Desk.com (discontinued) and Kayako
    Feature
    Desk.com (discontinued)
    -
    Ratings
    Kayako
    1.0
    10 Ratings
    Customer portal00 Ratings1.07 Ratings
    IVR00 Ratings1.02 Ratings
    Social integration00 Ratings1.04 Ratings
    Email support00 Ratings1.010 Ratings
    Help Desk CRM integration00 Ratings1.06 Ratings
    User Ratings
    Desk.com (discontinued)Kayako
    Likelihood to Recommend
    8.2
    (38 ratings)
    1.0
    (22 ratings)
    Likelihood to Renew
    8.4
    (14 ratings)
    7.8
    (11 ratings)
    Usability
    8.3
    (19 ratings)
    10.0
    (1 ratings)
    Availability
    1.0
    (2 ratings)
    7.5
    (2 ratings)
    Performance
    10.0
    (1 ratings)
    -
    (0 ratings)
    Support Rating
    8.2
    (21 ratings)
    2.1
    (4 ratings)
    Implementation Rating
    10.0
    (1 ratings)
    9.0
    (2 ratings)