What users are saying about
3 Ratings
45 Ratings
3 Ratings
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Score 8 out of 100
45 Ratings
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Score 7.4 out of 100

Feature Set Ratings

  • C2 ATOM ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.8

C2 ATOM

78%
7.0

Kayako

70%
C2 ATOM ranks higher in 5/8 features

Organize and prioritize service tickets

8.0
80%
1 Rating
8.0
80%
10 Ratings

Expert directory

9.0
90%
1 Rating
3.1
31%
4 Ratings

Self-service tools

8.0
80%
1 Rating
N/A
0 Ratings

Subscription-based notifications

6.0
60%
1 Rating
7.0
70%
7 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
7.9
79%
6 Ratings

ITSM reports and dashboards

8.0
80%
1 Rating
N/A
0 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

ITSM asset management

7.5

C2 ATOM

75%

Kayako

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Configuration mangement

8.0
80%
1 Rating
N/A
0 Ratings

Asset management dashboard

7.0
70%
1 Rating
N/A
0 Ratings

Change management

9.0

C2 ATOM

90%

Kayako

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Change requests repository

9.0
90%
1 Rating
N/A
0 Ratings

Change calendar

9.0
90%
1 Rating
N/A
0 Ratings

Self Help Community

C2 ATOM

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

C2 ATOM

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

  • C2 ATOM is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
6.0

Kayako

60%
21 Ratings

Likelihood to Renew

C2 ATOM

N/A
0 Ratings
7.8

Kayako

78%
11 Ratings

Usability

C2 ATOM

N/A
0 Ratings
10.0

Kayako

100%
1 Rating

Availability

C2 ATOM

N/A
0 Ratings
7.5

Kayako

75%
4 Ratings

Support Rating

C2 ATOM

N/A
0 Ratings
2.2

Kayako

22%
7 Ratings

Implementation Rating

C2 ATOM

N/A
0 Ratings
9.0

Kayako

90%
4 Ratings

Likelihood to Recommend

Sherweb

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
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

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
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

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
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

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional Details

Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

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

Sherweb

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

Sherweb

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

Sherweb

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

Sherweb

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

Sherweb

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

Sherweb

It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
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

Sherweb

  • Positive impact due to legacy application it replaced (more functionalities)
  • Offered an ITIL structured service catalog
  • Great solution that can support IT Service Center activities.
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

Screenshots

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