Zendesk vs Kayako
Zendesk is enterprise help desk platform with ticketing, live chat, knowledge base, and AI-powered automation, while Kayako is help desk platform with journey-based customer support and multichannel inbox. Kayako comes in cheaper, but price alone does not tell the full story. Zendesk is built for mid-to-large support teams needing a full help desk, whereas Kayako targets support teams wanting unified customer journey tracking.
| Feature | Zendesk | Kayako |
|---|---|---|
| Free tier available | — | — |
| Open source | — | — |
| AI Bots | ✓ | — |
| Collaborators | — | ✓ |
| Journey Tracking | — | ✓ |
| Knowledge Base | ✓ | — |
| Live Chat | ✓ | ✓ |
| Shared Inbox | — | ✓ |
| Ticketing | ✓ | — |
Pricing: Zendesk starts at $19/agent/mo. Kayako starts at $15/agent/mo. Kayako is the more affordable option.
Feature gaps: Zendesk offers AI Bots, Knowledge Base and Ticketing that Kayako lacks. Kayako brings Collaborators, Journey Tracking and Shared Inbox that Zendesk does not have. Both share Live Chat.
Team fit: Zendesk is geared toward enterprise teams, while Kayako is aimed at mid-size teams teams. Pick the one that matches where your team is today and where it is headed — migrating tools later is always painful.
Where each tool shines: Zendesk's biggest strengths are: includes ticketing as a core feature, purpose-built for customer support workflows. includes live chat as a core feature, purpose-built for customer support workflows. Kayako's biggest strengths are: includes journey tracking as a core feature, purpose-built for customer support workflows. includes live chat as a core feature, purpose-built for customer support workflows.
Watch out for: With Zendesk, users commonly note that starts at $19/agent/mo — on the expensive side, especially for small teams or solo users. With Kayako, the main complaint is that starts at $15/agent/mo — on the expensive side, especially for small teams or solo users.
choose Zendesk if
- You need a tool built for mid-to-large support teams needing a full help desk
- You specifically need AI Bots and Knowledge Base
- You care about includes live chat as a core feature, purpose-built for customer support workflows
- Your team size fits the enterprise profile Zendesk is designed for
choose Kayako if
- You need a tool built for support teams wanting unified customer journey tracking
- You want to save on per-user costs — Kayako is $4.00/user/mo cheaper
- You specifically need Collaborators and Journey Tracking
- You care about includes live chat as a core feature, purpose-built for customer support workflows
- Your team size fits the mid-size teams profile Kayako is designed for
frequently asked
What is the difference between Zendesk and Kayako?
Zendesk is enterprise help desk platform with ticketing, live chat, knowledge base, and AI-powered automation, while Kayako is help desk platform with journey-based customer support and multichannel inbox. Kayako comes in cheaper, but price alone does not tell the full story. Zendesk is built for mid-to-large support teams needing a full help desk, whereas Kayako targets support teams wanting unified customer journey tracking.
Should I use Zendesk or Kayako?
Zendesk is built for mid-to-large support teams needing a full help desk. Kayako is built for support teams wanting unified customer journey tracking. Pick the one that fits.
When should I choose Zendesk over Kayako?
Choose Zendesk if You need a tool built for mid-to-large support teams needing a full help desk; You specifically need AI Bots and Knowledge Base; You care about includes live chat as a core feature, purpose-built for customer support workflows; Your team size fits the enterprise profile Zendesk is designed for.
When should I choose Kayako over Zendesk?
Choose Kayako if You need a tool built for support teams wanting unified customer journey tracking; You want to save on per-user costs — Kayako is $4.00/user/mo cheaper; You specifically need Collaborators and Journey Tracking; You care about includes live chat as a core feature, purpose-built for customer support workflows; Your team size fits the mid-size teams profile Kayako is designed for.
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