Help Scout vs. Kayako

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help Scout
Score 9.6 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Kayako
Score 1.7 out of 10
N/A
Kayako is a help desk / ticketing product and is available is both SaaS and on-premise configurations. Is is built in PHP and uses my SQL. The product competes with HelpSpot, ZohoSupport, Freshdesk and Zendesk. The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement.
$29
per month
Pricing
Help ScoutKayako
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
Inbox
$15.00
Per User Per Month
Growth
$30.00
Per User Per Month
Scale
$60.00
Per User Per Month
Offerings
Pricing Offerings
Help ScoutKayako
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Help ScoutKayako
Considered Both Products
Help Scout
Chose Help Scout
We primarily chose HelpScout because they were an affordable, moderately robust, HIPAA compliant solution. All the other options (e.g. Zendesk, Freshdesk, Kayako, etc.) were out of our price range or did not provide the necessary features that our team has come to rely on.
Kayako

No answer on this topic

Top Pros
Top Cons
Features
Help ScoutKayako
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
9.8
18 Ratings
22% above category average
Kayako
2.0
11 Ratings
119% below category average
Organize and prioritize service tickets9.018 Ratings1.011 Ratings
Subscription-based notifications10.010 Ratings1.08 Ratings
Ticket creation and submission10.017 Ratings7.011 Ratings
Ticket response10.018 Ratings1.011 Ratings
Expert directory00 Ratings1.05 Ratings
ITSM collaboration and documentation00 Ratings1.07 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.5
16 Ratings
9% above category average
Kayako
1.0
9 Ratings
154% below category average
External knowledge base9.015 Ratings1.09 Ratings
Internal knowledge base8.014 Ratings1.08 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Help Scout
7.8
18 Ratings
2% above category average
Kayako
1.0
10 Ratings
154% below category average
Email support9.018 Ratings1.010 Ratings
Help Desk CRM integration6.510 Ratings1.06 Ratings
Customer portal00 Ratings1.07 Ratings
IVR00 Ratings1.02 Ratings
Social integration00 Ratings1.04 Ratings
Best Alternatives
Help ScoutKayako
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help ScoutKayako
Likelihood to Recommend
10.0
(18 ratings)
1.0
(22 ratings)
Likelihood to Renew
7.0
(1 ratings)
7.8
(11 ratings)
Usability
9.0
(1 ratings)
10.0
(1 ratings)
Availability
-
(0 ratings)
7.5
(2 ratings)
Support Rating
-
(0 ratings)
2.1
(4 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
Help ScoutKayako
Likelihood to Recommend
Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
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
Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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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
Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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.
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Likelihood to Renew
Help Scout
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Read full review
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
Help Scout
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Kayako
I did not come from an IT background and I picked this program up quickly
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Reliability and Availability
Help Scout
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
Help Scout
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
Help Scout
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.
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Alternatives Considered
Help Scout
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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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.
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Return on Investment
Help Scout
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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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

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.