What users are saying about
11 Ratings
45 Ratings
11 Ratings
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Score 8.4 out of 100
45 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.4 out of 100

Feature Set Ratings

  • Helpjuice ranks higher in 1 feature set: Self Help Community
  • Kayako ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

6.5

Helpjuice

65%
7.0

Kayako

70%
Kayako ranks higher in 5/6 features

Organize and prioritize service tickets

6.0
60%
1 Rating
8.0
80%
10 Ratings

Expert directory

7.0
70%
2 Ratings
3.1
31%
4 Ratings

Subscription-based notifications

7.0
70%
1 Rating
7.0
70%
7 Ratings

ITSM collaboration and documentation

6.0
60%
2 Ratings
7.9
79%
6 Ratings

Ticket creation and submission

5.0
50%
1 Rating
8.0
80%
10 Ratings

Ticket response

8.0
80%
1 Rating
8.0
80%
10 Ratings

Self Help Community

8.0

Helpjuice

80%
7.3

Kayako

73%
Helpjuice ranks higher in 2/2 features

External knowledge base

8.0
80%
2 Ratings
6.8
68%
8 Ratings

Internal knowledge base

8.0
80%
3 Ratings
7.8
78%
7 Ratings

Multi-Channel Help

7.6

Helpjuice

76%
8.4

Kayako

84%
Kayako ranks higher in 4/5 features

Customer portal

8.0
80%
2 Ratings
9.3
93%
6 Ratings

IVR

6.0
60%
1 Rating
8.0
80%
1 Rating

Social integration

8.0
80%
1 Rating
7.0
70%
3 Ratings

Email support

8.0
80%
1 Rating
8.0
80%
9 Ratings

Help Desk CRM integration

8.0
80%
1 Rating
9.3
93%
5 Ratings

Attribute Ratings

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

Likelihood to Recommend

8.5

Helpjuice

85%
3 Ratings
6.0

Kayako

60%
21 Ratings

Likelihood to Renew

Helpjuice

N/A
0 Ratings
7.8

Kayako

78%
11 Ratings

Usability

Helpjuice

N/A
0 Ratings
10.0

Kayako

100%
1 Rating

Availability

Helpjuice

N/A
0 Ratings
7.5

Kayako

75%
4 Ratings

Support Rating

Helpjuice

N/A
0 Ratings
2.2

Kayako

22%
7 Ratings

Implementation Rating

Helpjuice

N/A
0 Ratings
9.0

Kayako

90%
4 Ratings

Likelihood to Recommend

Helpjuice

With the ability to set docs public and private, we've merged two repositories and solely work from Helpjuice. Not only is this easier, it also helps ensure the messaging is consistent internally and externally.
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

Helpjuice

  • Provides exact information
  • Practical Knowlege
  • Useful information
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

Helpjuice

  • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
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

Helpjuice

Starting Price

Editions & Modules

Helpjuice 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

    Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.

    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

    Helpjuice

    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

    Helpjuice

    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

    Helpjuice

    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

    Helpjuice

    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

    Helpjuice

    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

    Helpjuice

    Helpjuice all the way. Navigating is much easier and seems to index content much better IMO.
    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

    Helpjuice

    • Converting clients
    • Tickets management
    • Client management
    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

    Add comparison