What users are saying about
37 Ratings
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Top Rated
507 Ratings
37 Ratings
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Score 4.7 out of 101

Zendesk

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Top Rated
507 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Likelihood to Recommend

Kayako

  • The amount of technical talent you have in house will likely need to be factored into whether or not you buy into the SaaS or Self-hosted packages that they offer.
  • The Self-hosted variant allows a lot more customization but will require at least a familiarity with Linux and the LAMP/LEMP stack to get the application performing the way it needs to.
  • There are multiple editions, Fusion, Engage, and Case. You will need to look carefully at how each offerings features aligns with your needs as you may be able to save money by using one of the two pared down versions.
  • There is no official Kayako Desktop client for OS X or Linux which is unfortunate as it is a much more cohesive experience for the Customer Service Reps to use.
Nathaniel Bannister profile photo

Zendesk

In summary, Zendesk is a great platform. Support is a major part of my daily life. It is my goal to provide our users with a great product, and a great product is more than just the software on your phone. It's the team and the support that stands behind it. It is vital to my day to day operations to provide top notch support and interaction with my customers and after using so many other support platforms in the past and I feel confident in my choice of Zendesk.
Chase Sheaffer profile photo

Feature Rating Comparison

Incident and problem management

Kayako
6.9
Zendesk
8.6
Organize and prioritize service tickets
Kayako
7.4
Zendesk
8.9
Expert directory
Kayako
9.0
Zendesk
7.9
Subscription-based notifications
Kayako
4.8
Zendesk
8.3
ITSM collaboration and documentation
Kayako
6.5
Zendesk
8.1
Ticket creation and submission
Kayako
8.0
Zendesk
9.3
Ticket response
Kayako
5.4
Zendesk
9.0

Self Help Community

Kayako
5.5
Zendesk
8.3
External knowledge base
Kayako
4.9
Zendesk
8.4
Internal knowledge base
Kayako
6.0
Zendesk
8.2

Multi-Channel Help

Kayako
6.0
Zendesk
8.5
Customer portal
Kayako
6.4
Zendesk
8.6
IVR
Kayako
8.0
Zendesk
8.2
Social integration
Kayako
1.0
Zendesk
8.1
Email support
Kayako
8.2
Zendesk
9.0
Help Desk CRM integration
Kayako
6.5
Zendesk
8.6

Pros

Kayako

  • Customer service while installing and troubleshooting the application was excellent.
  • Plenty of customization options while still retaining a simple to use and easily understandable UI for the end users.
  • Very fast and reliable response time from the application.
Anthony Karas profile photo

Zendesk

  • It has an extremely nice interface, it can be customized, which allows it to be easy to use and allows you to have all the information we need from the client.
  • Zendesk keeps a record on the ticket of all interactions that occur with the customer.
  • It has an effective self-help customer service tool to make them self-sufficient.
  • It allows to efficiently manage the platform from mobile devices thanks to the fact that it has mobile applications for iOS and Android.
  • It provides a function that allows determining the performance of the attention we offer to customers through surveys.
Emely Foster profile photo

Cons

Kayako

  • Their support team is worthless (no support at all).
  • Very aggressive sales team (but doesn't support their customers).
  • Core features do not work and they have no intention to fix them.
No photo available

Zendesk

  • Reporting: There are some additional purchases that can be made to increase reporting, however, I would like to see some more reporting out of the box.
  • Statuses: It would be good if we could make our own Statuses as not everything fits into the preconfigured categories
  • Add ons: There are plenty of add ons in the store but some of the more highly adopted should be rolled into the core build by default.
Sam Othman profile photo

Likelihood to Renew

Kayako

Kayako 7.8
Based on 11 answers
I really enjoy using it on a day to day basis. It fulfills all needs I have in order to do my job.
Anne Hulsether profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
They handle the maintenance and it is not worth moving.
Jonathan Justin Lewis profile photo

Usability

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

Zendesk

Zendesk 8.5
Based on 14 answers
Zendesk has a nice interface, which is really easy to use. It provides all the advantages that our sales team needs to provide the best customer service. This application provides very useful functions, which are easily used.
Emely Foster profile photo

Reliability and Availability

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

Zendesk

Zendesk 8.6
Based on 13 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer profile photo

Performance

Kayako

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
Blazing fast. Thats about it. It's really fast.
Chase Sheaffer profile photo

Support

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

Zendesk

Zendesk 9.1
Based on 18 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

Kayako

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

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

Zendesk

Zendesk 9.0
Based on 17 answers
Fast and friendly, training was well laid out
Joe London profile photo

Alternatives Considered

Kayako

We went with Kayako at the time of purchase because there was a much more cost effective self-hosted option that we have been able to leverage to our benefit. That option has become much more expensive now, but we feel like we'd still make the decision again.
Nathaniel Bannister profile photo

Zendesk

I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
Sam Othman profile photo

Return on Investment

Kayako

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

Zendesk

  • Overall Zendesk is a relatively positive software and is easy to use CRM
  • It had again created that communication bridge between customer and agent which is pertinent in running a well-oiled ship.
Kenyata Garner profile photo

Pricing Details

Kayako

General

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

Zendesk

General

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

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