Overview: Kayako and SolarWinds Service Desk as Help Desk Category solutions.

Kayako and SolarWinds Service Desk both excel in providing help desk management solutions, though their specializations differ. Kayako is favored by large enterprises, particularly in IT and marketing, due to its engagement focus and integration features. SolarWinds is a preferred choice for enterprises spanning education and IT sectors, offering robust workflow management and data integration. Both offer substantial 24/7 support, helping businesses select based on specific feature needs and industry focus.

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.

SolarWinds Service Desk: Solarwinds Service Desk is an ITSM solution designed to effectively manage employee services. A free trial is available for users.

Kayako and SolarWinds Service Desk: Best Use cases based on the customer satisfaction data

Kayako

4.1

SolarWinds Service Desk

4.5

AI Powered

Key Capabilities Supported

Kayako focuses on helpdesk management and engagement management, catering to needs like following up and workflow management. read more →

SolarWinds Service Desk emphasizes helpdesk management and robust workflow management, including sales document and contract management. read more →

Business Goals

Kayako supports enhancing customer relationships and acquiring new customers, aligning with sales and communication improvement. read more →

SolarWinds Service Desk aids in enhancing customer relationships and improving ROI, with a focus on scaling best practices and managing risk. read more →

Core Features

Kayako's standout features are its extensive custom reporting, integration options, and ease of migration, supporting diverse IT needs. read more →

SolarWinds Service Desk offers a focus on data integration, custom reporting, and compliance, fitting education and IT requirements well. read more →

Vendor Support

Kayako offers robust 24/7 support and various channels, such as chat and email, reflecting user preferences for continuous assistance. read more →

SolarWinds Service Desk provides 24/7 support plus training, prioritizing onboarding and comprehensive assistance to users. read more →

Segments and Industries

Kayako is predominantly used by large enterprises and in IT, marketing, and advertising industries. read more →

SolarWinds Service Desk serves enterprises across education and IT services, demonstrating its adaptability to multiple sectors. read more →

Operational Alignment

Kayako is designed for operability in IT-heavy environments, supporting comprehensive communication channels. read more →

SolarWinds Service Desk fits well into operational workflows needing robust document management and reporting capabilities. 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

medium

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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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low

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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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Phone Support

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Chat 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 Kayako and SolarWinds Service Desk

How can Kayako and SolarWinds Service Desk enhance your Helpdesk Management process?

Kayako and Solarwinds Service Desk are both helpdesk management tools. Kayako focuses on providing a unified customer service platform with features including chat, email service, and help center tickets. Solarwinds Service Desk emphasizes robust features and metrics, including asset management and reporting. While both tools offer intuitive interfaces for users, Kayako has more limitations in its reporting capabilities due to its KQL language.

"...The software allows you to track conversations across help center tickets, social media, chat, and email...." Peer review from Featured Customers

"...I am primarily the user of help-desk and manage tickets on the platform...." Peer review by Omer K., Information Technology and Services

How does Kayako and SolarWinds Service Desk facilitate Workflow Management?

Kayako and Solarwinds Service Desk both offer features for workflow management, including automated tasks, rules, and macros. Kayako emphasizes customization and flexibility, allowing different departments to use it for their own specific needs. Solarwinds Service Desk focuses on automating workflows and providing better metrics for IT, with a strong emphasis on cross-departmental functionality. However, both tools have limitations in their workflow features, with users requesting more options and enhancements.

"...It can add customized fields to follow our special work flow...." Peer review by Li Z., Computer Software

"...Samanage has helped us to boost our productivity by organising and structuring our workflow...." Peer review by Technician in Information Technology

What solutions does Kayako and SolarWinds Service Desk provide for Knowledge Management?

Both Kayako and Solarwinds Service Desk provide knowledge base features that allow for creating and accessing information. Kayako enables creating multiple knowledge bases, while Solarwinds Service Desk emphasizes ease of implementation and customization. Solarwinds Service Desk has a focus on helping end users find answers through the knowledge base, while Kayako highlights its ability to share experiences and knowledge among teams. However, both tools have limitations in their knowledge base features, such as search functionality and attachment capabilities.