What users are saying about
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Top Rated
131 Ratings
37 Ratings

Freshdesk

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Top Rated
131 Ratings
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Score 8.6 out of 101
37 Ratings
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Score 4.7 out of 101

Likelihood to Recommend

Freshdesk

Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).
Jennifer Hess profile photo

Kayako

If you're a small to medium managed service provider that is managing multiple client companies, Kayako would likely be a great fit for you. If you need a help desk system that also does network scans to gather information like product keys and device status, you may want to go with another help desk system that also incorporates SNMP scanning like Spiceworks
Jericho Fulgencio profile photo

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Kayako
6.9
Organize and prioritize service tickets
Freshdesk
9.0
Kayako
7.4
Expert directory
Freshdesk
8.4
Kayako
9.0
Subscription-based notifications
Freshdesk
8.4
Kayako
4.8
ITSM collaboration and documentation
Freshdesk
7.6
Kayako
6.5
Ticket creation and submission
Freshdesk
9.3
Kayako
8.0
Ticket response
Freshdesk
9.7
Kayako
5.4

Self Help Community

Freshdesk
8.3
Kayako
5.5
External knowledge base
Freshdesk
8.7
Kayako
4.9
Internal knowledge base
Freshdesk
7.9
Kayako
6.0

Multi-Channel Help

Freshdesk
7.4
Kayako
6.0
Customer portal
Freshdesk
8.4
Kayako
6.4
IVR
Freshdesk
3.0
Kayako
8.0
Social integration
Freshdesk
7.6
Kayako
1.0
Email support
Freshdesk
9.8
Kayako
8.2
Help Desk CRM integration
Freshdesk
8.3
Kayako
6.5

Pros

Freshdesk

  • Freshdesk is easy to use and setup.
  • Ticket management for tracking issues works very well.
  • Multi-channel support includes live chat, email, and Phone, which is very useful.
  • The product support team is responsive.
  • The product is customizable and you can setup the customer portal based on your needs.
Naveen Gabrani profile photo

Kayako

  • Great visibility as far as how old a ticket is and how urgent the issue is. This aids in prioritizing.
No photo available

Cons

Freshdesk

  • Dashboarding functionality is relatively basic and can be improved.
  • The ability to detect duplicates/collisions is not available in cheaper versions of the product.
Naveen Gabrani profile photo

Kayako

  • Customizing the UI is difficult to accomplish.
  • The transition from SupportSuite to Fusion was difficult for the users initially, even though Fusion is the upgrade for SupportSuite.
  • Learning curve was a bit steep for non-technical users.
Anthony Karas profile photo

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson profile photo

Kayako

Kayako 7.8
Based on 11 answers
I am no longer working for the same company that was using Fusion, but I really liked working with Fusion and the setup and administration of the system was all-around positive for me. I would suggest the system to anyone looking to get their help desk up and running quickly, but would also like the oiption of expanding it in the future as the business learns what demands it has for the new software.
Anthony Karas profile photo

Usability

Freshdesk

Freshdesk 10.0
Based on 2 answers
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright profile photo

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green profile photo

Reliability and Availability

Freshdesk

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.5
Based on 2 answers
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.
Marie McCourt profile photo

Support

Freshdesk

Freshdesk 10.0
Based on 3 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson profile photo

Kayako

Kayako 9.5
Based on 2 answers
The support team is partially in India so sometimes support availability can be a bit wacky, but they have always resolved my questions quickly and competently with zero fuss.
Nathaniel Bannister profile photo

Implementation

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ profile photo

Kayako

Kayako 9.0
Based on 2 answers
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.
Nathaniel Bannister profile photo

Alternatives Considered

Freshdesk

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani profile photo

Kayako

Kayako's interface is definitely better in the "ease of use" category. I find that the functionality of Kayako trumps Numara in a few different ways, and the search functions are a little bit easier to navigate
No photo available

Return on Investment

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss profile photo

Kayako

  • Increased employee efficiency over our previous application.
No photo available

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
Sprout$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Kayako Editions & Modules

Additional Pricing Details

Add comparison