Overview: freshdesk and Kayako as Help Desk Category solutions.

Freshdesk and Kayako both offer competitive solutions in the Help Desk category, yet they cater to different operational needs. Freshdesk excels with a broader range of capabilities, making it ideal for larger enterprises seeking extensive support options. Kayako, on the other hand, is a more streamlined solution that fits smaller businesses or those with more straightforward requirements, offering effective but fewer capabilities and support options.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

Kayako: Kayako is a help desk software platform for personal and connected customer service. Exceptional service is delivered across live chat, email, Facebook, and Twitter in multiple languages.

freshdesk and Kayako: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Freshdesk supports a wide range of capabilities including helpdesk management, knowledge management, and customer feedback management which align with large organizations' need for comprehensive customer support. read more →

Kayako focuses on essential helpdesk and engagement management capabilities, suitable for simpler help desk operations and smaller team needs. read more →

Business Goals

Freshdesk helps in enhancing customer relationships and acquiring new customers by facilitating improved communications and sales increase. read more →

Kayako assists businesses in enhancing customer relationships and launching new products, aligning with organizations looking for a modest but efficient service improvement focus. read more →

Core Features

Freshdesk offers robust features like custom reports, ease of migration, and extensive integration which support complex operational requirements and large volumes of data handling. read more →

Kayako provides core features such as custom reports and ease of migration catering to businesses that need straightforward yet effective reporting and data portability. read more →

Vendor Support

Freshdesk offers extensive 24/7 support through various channels including email and chat, suitable for enterprises requiring immediate and consistent assistance. read more →

Kayako provides reliable 24/7 support mainly through channels like chat and email, appropriate for businesses that prefer simple support mechanisms. read more →

Segments and Industries

Freshdesk is predominantly used by large enterprises and sectors like computer software and IT services, reflecting its alignment with complex, large-scale operations. read more →

Kayako finds its niche among smaller businesses and industries like marketing and advertising, indicating its appeal to the marketing-focused sectors and simpler operational environments. read more →

Operational Alignment

Freshdesk fits well within operations requiring integration with multiple channels, befitting larger-scale environments. read more →

Kayako integrates smoothly into streamlined workflows focused on basic help desk functions, ideal for smaller scale operations. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

high

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medium

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Integration Risk

medium

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Chat Support

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Phone Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for freshdesk and Kayako

How can freshdesk and Kayako enhance your Helpdesk Management process?

Freshdesk and Kayako are both helpdesk management systems. Freshdesk offers a user-friendly interface, allowing customers to submit tickets through email, while Kayako focuses on unifying customer service across multiple channels, including chat and social media. Freshdesk emphasizes ease of use and integration, while Kayako prioritizes advanced reporting and customization. Both systems offer limitations in their reporting capabilities and the cost of their paid plans.

"...Freshdesk provides an all-in-one support platform that makes it easy to manage customer support...." Peer review by Devin C, Sales Manager, Information Technology and Services

"...I would recommend Kayako to others that need to implement a Help Desk system into their business...." Peer review by Stephanie S, Senior Advocate - Customer Care, Retail

What Are the key features of freshdesk and Kayako for Knowledge Management?

Both Freshdesk and Kayako allow users to create knowledge bases. Freshdesk offers more features for knowledge management, including the ability to control user access to specific articles and integrate the knowledge base with other support tools. Kayako focuses on providing a basic knowledge base for self-service documentation. However, both have limitations; for example, Kayako has limitations with search and file management.

"...Multi-channel support integrated in the system (widget, email, forum and knowledge base...)...." Peer review by Ninko R., Information Technology and Services

"...The way they have made the knowledge base, the community tutorial material...." Peer review by Svein Ivar A., Insurance

How can freshdesk and Kayako optimize your Engagement Management Workflow?

Both Freshdesk and Kayako track customer interactions. Freshdesk provides more avenues for communication, such as chat rooms and video/image attachments, while Kayako focuses on a complete view of individual customer history. Both tools offer follow-up functionality, but Kayako's limitations include aggressive sales tactics and a need for improvements in user interaction.

"...I found this Freshdesk is very helpful four our company to contact and get interactions with the customer. ...." Peer review by Pattanachat B., Senior Customer Service

"...What We love about Kayako is the chat engagements we can initiate with customers who visit our website...." Peer review by josh Damewood

How efficiently Does freshdesk and Kayako manage your Communication Management?

Freshdesk and Kayako both enable users to track and manage customer communication through email and other channels. Freshdesk offers additional features like integration with Magento and the ability to publish documentation, while Kayako allows users to monitor support trends and track conversations across social media. Freshdesk has limitations with custom processes and content publishing, while Kayako lacks a published roadmap for development.

"...It's great because it keeps track of all emails and requests and any other issues that occurred!..." Peer review by LAUREN MAGGI

"...I used Kayako A LOT on a previous position for all our customers and clients communications and to manage ticket assignment to my team (later, we switched to Intercom)...." Peer review by Verified Reviewer, Information Technology and Services