Kayako Alternative | Compare Freshdesk vs. Kayako Features

Features

FRESHDESK

KAYAKO

Intelligent ticket assignment

Built-in phone support

Same-window agent collaboration

Social media keyword filters

Customer satisfaction surveys

Proactive outreach

Free plan

Custom reporting

External tool needed

24x7 customer support

Only 24X5 support at additional charges

Interested in evaluating Freshdesk? Check out our 100% transparent pricing plans

Freshdesk
Customer Service Suite

Freshdesk combines best-in-class ticketing, self-service, and reporting.

Free

Get going for free

Up to 10 agents

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Integrated ticketing across email and social Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk.
Ticket Dispatch Categorize, prioritize, and route tickets to the right teams by creating your own business rules.
Knowledge Base Enable customers to help themselves by finding answers on their own.
Ticket Trend Report Analyze trends and stay on top of tickets by allocating resources at the right time.
Out-of-the-box analytics and reporting
Choose your data center location
Team collaboration
24x7 email support

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Growth

Intuitive, industry-leading support for growing businesses

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

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Everything in Free and…

Automation Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.
Collision Detection Know when another agent is viewing/replying to a ticket to avoid duplicating each other’s effort.
1000+ marketplace apps Get access to 1000+ apps and extend the capabilities of your helpdesk with the Freshworks Marketplace.
In-depth helpdesk report
SLA management & business hours Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk, and set the right business hours.
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets
24x5 phone support

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ProPopular

Advanced automation for high performance

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

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Everything in Growth and…

Multiple products Up to 5 products
Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues.
Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion.
Custom Roles Provide or restrict access to your agents at granular levels.
Custom objects Create or bring in business-critical data right inside your Freshdesk.
Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
Segment customers for personalized support
Customer journey Show agents the solution articles that a customer opened before they created a support ticket.
Canned forms
Manage versions in knowledge base
Community forums
Extendable API Limits
CSAT surveys & reports
Multiple SLA policies & business hours Set custom Service Level Agreements (SLA) for multiple regions, products and business units to prioritize and deliver by suitable deadlines for each requirement.
SLA reminder & escalation
Multilingual knowledge base Supports 42 languages.
Custom apps Extend your support capabilities by building apps customized for your business.
Average handling Time (AHT)
Custom Metrics
Report Sharing

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Enterprise

Fully featured with bots for enterprise-level support

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

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Everything in Pro and…

Assist bot Guide agents through pre-configured steps to help resolve customer queries faster. Does not require bot sessions. Freddy
Email bot Automatically respond to email tickets with relevant solution articles. Consumes bot sessions. Freddy
Auto-triage Automatically predict basic ticket fields like Type, Priority & Group and other custom ticket fields. Freddy
Article suggester Let Freddy suggest solution articles to your agents to help them respond to tickets faster. freddy
Canned response suggester Let Freddy suggest canned responses to help your agents respond to tickets faster. freddy
Unlimited products
Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
Easily manage agent shifts across time zones
Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk.
Skill-based routing Match tickets to the agent most skilled in handling specific types of issues within the group.
Knowledge base approval workflow Track, review, approve, and publish knowledge base articles.
Flexible knowledge base hierarchy Categorize articles up to 5 folder levels and scale your knowledge base.
IP range restriction Increase helpdesk security by allowing certain IP addresses to access your portal.

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Faster resolution on conversations, tickets, or both.

Growth

For fast growth

$29

/agent/month, billed annually

$35

/agent/month, billed monthly

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Omnichannel

Web widget
Messaging channels WhatsApp, Facebook Messenger, Instagram, Apple Business Chat, Google's Business Messenger, LINE
Email

Self-Service

Customer portal
Knowledge base
Chatbots

Conversational Engagement

Unified agent inbox
Conversation switch
Proactive support and campaigns

Ticketing

Agent collision detection
Custom agent status

Administrator Capabilities

Collaboration - Threads and tasks
Customizable contact, conversation and ticket properties

Contacts and Account Management

Customer 360 - Contact events tracking and lifecycle

Dashboard and Analytics

APIs - Report extraction, conversations, tickets
Reports - Curated and custom
Real-time dashboards

Security and Privacy

Role-based access control
Single Sign On

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ProPopular

For high performance

$69

/agent/month, billed annually

$83

/agent/month, billed monthly

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Everything in Growth, plus:

Omnichannel

Bring your own channel (BYOC)
Bring your own telephony (BYOT)

Self-Service

Multilingual knowledge base
Article versioning
Full portal customization
Community forums

Conversational Engagement

Multilingual conversations

Ticketing

Ticket templates
Canned forms
Dynamic ticket fields (sections)
Advanced custom fields

Contacts and Account Management

User targeting

Administrator Capabilities

Multilingual CSAT
Business hours - Global, multiple, group specific
Intelliassign - round robin and load balanced
Multiple SLA policies
Parent-child ticketing
Dynamic email notifications
Multiple products
Collaborators
Custom objects

Dashboard and Analytics

Team dashboard - Ticket

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Enterprise

For enterprise-grade support

$109

/agent/month, billed annually

$131

/agent/month, billed monthly

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Everything in Pro, plus:

Self-Service

Approval workflow
Flexible knowledge base hierarchy

Ticketing

Agent shifts
Out of office scheduler

Admininstrator Capabilities

Sandbox for ticketing
Audit Logs
Skill Based assignment

Dashboard and Analytics

Custom object analytics

Security and Privacy

JWT authentication
Allowed domains
IP Whitelisting/Allowed IPs
HIPAA
PCI compliance

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Don’t let any customer conversations slip through the cracks

Stay on top of customer issues or feedback that come via email, Twitter, or Facebook. Convert Tweets, posts, and emails into tickets and respond to all customer requests from a single screen.

Organize and prioritize customer queries to work on important issues right away, whether it’s through email or social media.
Filter out the noise and automatically convert relevant Tweets into tickets.
Configure keywords important to your business to bring relevant social media comments or posts to your help desk.
Don’t miss Tweets about your business that are not directed at your brand with @mentions.

Help customers find answers by themselves

Your customers would prefer to find their own solutions rather than waiting for an agent’s response. On Freshdesk, you can create organized knowledge bases in multiple languages for customers to find the right answers quickly.

Create structured and search-friendly knowledge bases from your help desk.
Build and customize your support portal to blend with your brand identity.
Host community forums where customers can help one another and also share product feedback.
Proactively offer help to your customers by embedding solution articles and contact form in the web widget when you notice rage clicks.

Make your agent's life easier

Your agents can send faster responses when they can easily find all the information needed in one place and work together as a team to resolve issues. You can also automate repetitive tasks to minimize agent effort, and they can focus on solving customer issues.

With Freshdesk, agents can -

Invite team members to help resolve tickets and stay in the loop by sharing ownership.
View all customer information and conversation history in one place for crystal clear context.
See if another agent is working on a ticket already and avoid duplicate replies.
Save time with easy-to-add canned responses, solution articles, and screenshots.

Quickly find out what’s working and what isn’t

Collect customer feedback and analyze incoming requests to know if you’re hitting the mark with customer expectations. Build custom help desk reports quickly and see how you can align your team better to improve customer satisfaction.

Automate capturing customer feedback by triggering CSAT surveys at the end of every customer interaction.
Get more context on the feedback shared using additional survey questions.
Create custom reports and drill down on insights that matter to your business.
Identify how quick and effortless your support is by monitoring critical support metrics on intuitive dashboards.