Overview: Freshservice and Kayako as Help Desk Category solutions.

Freshservice and Kayako offer robust helpdesk solutions tailored for varying enterprise needs. Freshservice is a more comprehensive tool with a strong focus on integration and custom reporting, making it popular among large enterprises, especially in IT sectors. In contrast, Kayako emphasizes engagement and loyalty management, appealing to smaller firms and marketing industries through its focused capabilities and user-friendly features.

Freshservice: Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

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.

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

Key Activities Supported

Freshservice focuses on helpdesk management, knowledge, and workflow management, which align with large enterprises' needs for robust internal and external communication. read more →

Kayako supports helpdesk management and engagement management, meeting the needs of smaller markets focused on customer interaction. read more →

Business Goals

Freshservice aims to improve customer relationships and acquire customers through effective communication and workflow solutions. read more →

Kayako also aims to enhance customer relationships but adds an emphasis on increasing sales and revenue, appealing to businesses with a focus on growth. read more →

Core Features

Freshservice integrates a variety of features such as data import, custom reporting, and security, making it suitable for large-scale IT operations. read more →

Kayako offers ease of migration and user-friendly integration, which are attractive to smaller businesses needing straightforward implementation. read more →

Vendor Support Preferences

Freshservice provides comprehensive 24/7 support, a preferred choice for large enterprises needing constant support. read more →

Kayako offers strong email and chat support, suitable for small to mid-sized businesses focusing on operational simplicity. read more →

User Segments and Industries

Freshservice serves large enterprises largely in IT and education industries, reflecting its technical sophistication. read more →

Kayako appeals to marketing and advertising sectors, aligning with smaller enterprises seeking agile solutions. read more →

Operational Alignment

Freshservice aligns well with the complex operational workflows of extensive enterprises, providing a comprehensive framework. read more →

Kayako is designed for smaller, more agile operations, offering straightforward scalability and engagement options. 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

Phone Support

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Chat Support

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Email 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 Freshservice and Kayako

How can Freshservice and Kayako enhance your Helpdesk Management process?

Freshservice and Kayako are both helpdesk management tools. Freshservice is easy to set up and administer, with a focus on providing a reliable solution for a variety of organizations. Kayako emphasizes unified customer service, providing a comprehensive platform that integrates email, chat, and social media communication. Freshservice offers a free version and integrates with CRM and chat platforms. Kayako has a strong reporting feature and offers a help center for customers. Both tools have limitations; Freshservice's community suggestions are sometimes ignored, and Kayako's KQL language can be restrictive.

"...It was easy to set up and integrate with our SSO and has been awesome as a helpdesk...." Peer review by Martin O

"...This is a simple ticket sales tool that we used to get started with help desk support...." Peer review by Vivienne Coffman, Customer Service Representative at Secury, Secury

How does Freshservice and Kayako address your Knowledge Management Challenges?

Freshservice and Kayako both offer knowledge base management features. Freshservice provides a robust knowledge base with customization options, while Kayako offers a more basic knowledge base. Freshservice allows knowledge base articles to be created from resolved incidents, a feature that Kayako lacks. However, Freshservice has limitations in its knowledge base, such as issues with formatting and copy and paste functionality.

"...Call avoidance has been recognized due to our clients using self service via our Solutions Knowledge base...." Peer review by Jan F

"...WHich would have been good because before you enter a ticket via the web form your brought to a semi useful help knowledge base that suggest solutions to your ticket...." Peer review by Administrator

What makes Freshservice and Kayako ideal for Engagement Management?

Freshservice and Kayako both emphasize user engagement in their ticketing systems. Freshservice focuses on increasing user engagement through its user interface, follow-up functionality, and service portal features. Kayako, on the other hand, prioritizes a complete view of customer interactions, real-time engagement through live chat, and automated follow-ups. Freshservice lacks follow-up functionality for added features, while Kayako sometimes requires manual follow-up. These summaries are limited to the provided comments and may not reflect all features of the tools.

"...Ease of access, User interface, it's very efficient, Interaction with customers is very easy...." Peer review by Shaizad, Sienna

"...The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement...." Peer review

How does Freshservice and Kayako address your Workflow Management Challenges?

Freshservice and Kayako both enable workflow management through automation. Freshservice allows users to develop and tailor workflows with custom statuses, while Kayako provides intuitive sorting, alerts, and automated ticketing. Kayako offers flexible customization for different departments, while Freshservice emphasizes workflow control and enabling. However, both Freshservice and Kayako have limitations, with Freshservice lacking a fully optimized search function and Kayako occasionally having an unintuitive workflow.

"...Develop the desired IT service support workflow and requirements before selecting a help/service desk product...." Peer review by Jeffrey W., Hospital & Health Care