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Kayako vs. Zendesk Suite

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Kayako

47 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Kayako

    Score6.8 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

    Zendesk Suite

    Score8.8 out of 10
    		N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    KayakoZendesk Suite
    Editions & Modules
    Kayako One
    $79
    per month
    Enterprise
    Contact Sales
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    KayakoZendesk Suite
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—20% discount available with annual pricing.
    More Pricing Information
    Community Pulse
    KayakoZendesk Suite
    Considered Both Products
    Kayako
    Verified User
    Chose Kayako
    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 …
    Incentivized
    Verified User
    Chose Kayako
    Kayako's interface is far less complex than Zendesk, so it looked like a good platform. Unfortunately, the features didn't work and their support team is the worst. I went back to Zendesk and I got everything to work including their chat function. Zendesk just works. You don't …
    Incentivized
    Verified User
    Chose Kayako
    Kayako beats the competition with the price but unfortunately loses the battle on all other fronts. Simply not enough options, not enough customisability, very nice and friendly customer support but not the most capable. If the code was less buggy it could be a stronger …
    Incentivized
    Zendesk
    Verified User
    Chose Zendesk Suite
    We used Kayako and it was pretty basic in terms of workflows and ticket management. It wasn't multichannel and it didn't have a mobile app. Ticket categorization wasn't as robust and effective, but it was easy to learn. JIRA is as robust as Zendesk, but it is also not easy to …
    Incentivized
    Tomas Aguerrebehere
    Supplier Relations Manager LATAM at Expereo (Telecommunications, 201-500 employees)
    Chose Zendesk Suite

    Zendesk offers an all-in-one solution and great analytics to analyze the ticketing in the company.

    Zendesk seems to be more customizable than others and it seemed to be the best option for the price paid. It's secure and stable which is what we needed in the company.

    Incentivized
    Verified User
    Chose Zendesk Suite
    Zendesk is a much more powerful tool overall for a similar price.
    Incentivized
    Chase Sheaffer
    Co-Founder / Devleoper of Out of Milk at Capigami, Inc (Computer Software, 1-10 employees)
    Chose Zendesk Suite
    Other platforms I have evaluated: Kayako, Fogbugz, Bugzilla, Assembla, FreshDesk.

    I ended up picking Zendesk for several reasons, but there was really 3 reasons why I ultimately picked them:
    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
    KayakoZendesk Suite
    Incident and problem management
    Comparison of Incident and problem management features of Kayako and Zendesk Suite
    Feature
    Kayako
    2.0
    11 Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets1.011 Ratings9.2153 Ratings
    Expert directory1.05 Ratings8.3102 Ratings
    Subscription-based notifications1.08 Ratings8.6106 Ratings
    ITSM collaboration and documentation1.07 Ratings8.5104 Ratings
    Ticket creation and submission7.011 Ratings9.3153 Ratings
    Ticket response1.011 Ratings9.3152 Ratings
    Self Help Community
    Comparison of Self Help Community features of Kayako and Zendesk Suite
    Feature
    Kayako
    1.0
    9 Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base1.09 Ratings8.5133 Ratings
    Internal knowledge base1.08 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Kayako and Zendesk Suite
    Feature
    Kayako
    1.0
    10 Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal1.07 Ratings9.2121 Ratings
    IVR1.02 Ratings8.659 Ratings
    Social integration1.04 Ratings8.597 Ratings
    Email support1.010 Ratings9.4147 Ratings
    Help Desk CRM integration1.06 Ratings9.2112 Ratings
    User Ratings
    KayakoZendesk Suite
    Likelihood to Recommend
    1.0
    (22 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    7.8
    (11 ratings)
    10.0
    (43 ratings)
    Usability
    10.0
    (1 ratings)
    8.9
    (65 ratings)
    Availability
    7.5
    (2 ratings)
    8.6
    (13 ratings)
    Performance
    -
    (0 ratings)
    8.0
    (10 ratings)
    Support Rating
    2.1
    (4 ratings)
    5.5
    (31 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    9.0
    (2 ratings)
    9.0
    (18 ratings)
    Configurability
    -
    (0 ratings)
    9.3
    (3 ratings)