What users are saying about
6 Ratings
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Score 4.8 out of 100
45 Ratings
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Score 7.4 out of 100

Feature Set Ratings

    Project Management

    8.0

    Stride, from Atlassian (discontinued)

    80%

    Kayako

    Feature Set Not Supported
    N/A
    Stride, from Atlassian (discontinued) ranks higher in 2/2 features

    Mobile Access

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Search

    6.9
    69%
    3 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Stride, from Atlassian (discontinued)

    Feature Set Not Supported
    N/A
    7.0

    Kayako

    70%
    Kayako ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Expert directory

    N/A
    0 Ratings
    3.1
    31%
    4 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.0
    70%
    7 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.9
    79%
    6 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Ticket response

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Self Help Community

    Stride, from Atlassian (discontinued)

    Feature Set Not Supported
    N/A
    7.3

    Kayako

    73%
    Kayako ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    8 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    7 Ratings

    Multi-Channel Help

    Stride, from Atlassian (discontinued)

    Feature Set Not Supported
    N/A
    8.4

    Kayako

    84%
    Kayako ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    9.3
    93%
    6 Ratings

    IVR

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Social integration

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Email support

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.3
    93%
    5 Ratings

    Attribute Ratings

    • Kayako is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    4.9

    Stride, from Atlassian (discontinued)

    49%
    3 Ratings
    6.0

    Kayako

    60%
    21 Ratings

    Likelihood to Renew

    Stride, from Atlassian (discontinued)

    N/A
    0 Ratings
    7.8

    Kayako

    78%
    11 Ratings

    Usability

    Stride, from Atlassian (discontinued)

    N/A
    0 Ratings
    10.0

    Kayako

    100%
    1 Rating

    Availability

    Stride, from Atlassian (discontinued)

    N/A
    0 Ratings
    7.5

    Kayako

    75%
    4 Ratings

    Support Rating

    Stride, from Atlassian (discontinued)

    N/A
    0 Ratings
    2.2

    Kayako

    22%
    7 Ratings

    Implementation Rating

    Stride, from Atlassian (discontinued)

    N/A
    0 Ratings
    9.0

    Kayako

    90%
    4 Ratings

    Likelihood to Recommend

    Atlassian

    Stride works well for those looking for just a communication tool. However, there are a lot of similar programs out there that offer more interesting features without being overwhelming. The simplicity works for and against Stride. Smaller groups would find Stride useful, especially if they are not concerned with the public rooms
    Read full review

    Kayako

    When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
    Read full review

    Pros

    Atlassian

    • Stride is great as a chat tool with your team members online.
    • Stride allows us to share documents and files with one another.
    Read full review

    Kayako

    • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
    • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
    • Nice dashboard view.
    Read full review

    Cons

    Atlassian

    • Dark theme would be nice
    • Better integrations to 1 on 1 chats, some software only works in group/room chat
    • Platform is going away in a few months, so letting it run longer would be nice.
    Read full review

    Kayako

    • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
    • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
    • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
    Read full review

    Pricing Details

    Stride, from Atlassian (discontinued)

    Starting Price

    Editions & Modules

    Stride, from Atlassian (discontinued) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Stride Free includes: Unlimited users Unlimited group chat rooms Unlimited direct messaging Built-in collaboration tools (Actions & Decisions) File sharing & 5GB storage 10 apps or bots Message history up to 25K messages Stride Meetings Unlimited 1-1 and group video meetings Desktop, mobile, and phone dial-in access Stride Standard includes: Unlimited users Unlimited group chat rooms Unlimited direct messaging Built-in collaboration tools (Actions & Decisions) Unlimited file sharing & storage Unlimited apps and bots Unlimited message history Stride Meetings Unlimited 1-1 and group video meetings Desktop, mobile, and phone dial-in access Screen sharing Remote desktop control Outbound calls

      Kayako

      Starting Price

      $29 per month

      Editions & Modules

      Kayako editions and modules pricing
      EditionModules
      Inbox$15.001
      Growth$30.002
      Scale$60.003

      Footnotes

      1. Per User Per Month
      2. Per User Per Month
      3. Per User Per Month

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Atlassian

      No answers on this topic

      Kayako

      • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
      • Our team's processes are now heavily ingrained in the system
      • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
      Read full review

      Usability

      Atlassian

      No answers on this topic

      Kayako

      I did not come from an IT background and I picked this program up quickly
      Read full review

      Reliability and Availability

      Atlassian

      No answers on this topic

      Kayako

      They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
      Read full review

      Support Rating

      Atlassian

      No answers on this topic

      Kayako

      • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
      • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
      Read full review

      Implementation Rating

      Atlassian

      No answers on this topic

      Kayako

      Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
      Read full review

      Alternatives Considered

      Atlassian

      Stride falls short in almost every regard. While Stride is affordable, Slack and Ryver offer vital integrations that increase efficiency and are more enjoyable for employees to use. The features of Slack and Ryver that add personalization of chat (private vs. public) also add a layer of efficiency and flexibility that are hard to pass up for the simplicity and affordability of Stride.
      Read full review

      Kayako

      We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
      Read full review

      Return on Investment

      Atlassian

      • Stride helps with keeping your email inbox cleaner and more organized. More conversational messages can be done through Stride leaving our emails less cluttered and finding emails easier.
      • Stride assists with keeping a record of all your past conversations with all team members. Referring to previous communications help us keep track of current statuses of projects.
      • Stride helps us keep track of documents we've shared in the past with the team and retrieve them if we need to refer back to them later.
      Read full review

      Kayako

      • Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
      • Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
      Read full review

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