GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.
$23
per IT agent/per month
Kayako
Score6.8 out of 10
N/A
Kayako is a help desk and customer support platform that helps businesses automate workflows, improve agent productivity, and deliver personalized customer experiences across email, chat, and social media.
$79
per month
Pricing
GLPI
Kayako
Editions & Modules
GLPI Network Cloud
$23
per IT agent/per month
Basic
$1,455
for <10 IT agents; <500 IT assets
Standard
$4,365
for <50 IT agents; < 5000 IT assets
Advanced
$14,550
for >51 IT agents; > 5001 IT assets
Kayako One
$79
per month
Enterprise
Contact Sales
Offerings
Pricing Offerings
GLPI
Kayako
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
$1,200 per installation
No setup fee
Additional Details
Prices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.
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More Pricing Information
Features
GLPI
Kayako
Incident and problem management
Comparison of Incident and problem management features of GLPI and Kayako
Feature
GLPI
9.0
2 Ratings
10% above category average
Kayako
2.0
11 Ratings
122% below category average
Organize and prioritize service tickets
10.02 Ratings
1.011 Ratings
Expert directory
8.02 Ratings
1.05 Ratings
Self-service tools
9.02 Ratings
00 Ratings
ITSM collaboration and documentation
8.02 Ratings
1.07 Ratings
ITSM reports and dashboards
10.02 Ratings
00 Ratings
Subscription-based notifications
00 Ratings
1.08 Ratings
Ticket creation and submission
00 Ratings
7.011 Ratings
Ticket response
00 Ratings
1.011 Ratings
ITSM asset management
Comparison of ITSM asset management features of GLPI and Kayako
Feature
GLPI
8.5
2 Ratings
5% above category average
Kayako
-
Ratings
Configuration mangement
9.01 Ratings
00 Ratings
Asset management dashboard
8.02 Ratings
00 Ratings
Change management
Comparison of Change management features of GLPI and Kayako
Feature
GLPI
9.5
2 Ratings
12% above category average
Kayako
-
Ratings
Change requests repository
9.01 Ratings
00 Ratings
Service-level management
10.02 Ratings
00 Ratings
Self Help Community
Comparison of Self Help Community features of GLPI and Kayako
Feature
GLPI
-
Ratings
Kayako
1.0
9 Ratings
156% below category average
External knowledge base
00 Ratings
1.09 Ratings
Internal knowledge base
00 Ratings
1.08 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of GLPI and Kayako
GLPI is well suited to an on prem environment, I work for a company that values open-source software and European solutions. I have no experience with GLPI cloud hosted solution or their support as we have in house devs that fix and improve our installation, their community in the support forum is excellent if you have a question or want advice on an issue.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We’ve used GLPI for many years and the interface has gotten better with every major release, the dashboard is easy to use and customizable.
With the massive catalogue of plugins, you can change or add so many features and if you have the right team, you can turn it into a completely unique piece of software.
So, if the default setup isn’t to your liking you can tweak it extensively.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
