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Freshdesk vs Kayako
March 15, 2025 | Author: Sandeep Sharma
24★
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Supports omnichannel communication, including chat, phone, and social media.
3★
Kayako Fusion is a help desk software that lets you manage email, tickets, live chat, calls and remote support. All in one place. Choose between our reliable and secure SaaS cloud platform (Kayako On Demand), or install Kayako on your own server. Supports advanced reporting and analytics to monitor team performance and ticket resolution times.
See also:
Top 10 Helpdesk software
Top 10 Helpdesk software
Freshdesk and Kayako are, at first glance, remarkably similar creatures. Both exist to ensure that when you scream into the void of customer service, something other than despair comes back. They juggle emails, chats and social media messages with the practiced ease of a circus act that no one actually paid to see. They automate things to make human intervention largely unnecessary, except when it absolutely has to be there. They let customers help themselves with knowledge bases, which is a polite way of saying, "You figure it out." And, of course, they integrate with a bewildering array of other software, ensuring that your workplace will never again be free of notifications.
Freshdesk hails from India and has been around since 2010, which in startup years is practically prehistoric. It likes to think of itself as a versatile, scalable solution, which is just a way of saying that it will take your money whether you have a little or a lot. Its AI-powered chatbots pretend they understand human emotions and its community forums allow customers to complain in a more structured manner. If you ever wondered what it would be like to manage a help desk while simultaneously being yelled at in 17 different languages, Freshdesk is happy to provide that experience.
Kayako, meanwhile, emerged from the UK back in 2001, making it old enough to have seen the rise and fall of several tech fads. It takes a more introspective approach, focusing on tracking customer journeys—probably so it can document exactly when frustration turns into outright fury. It also has a collaborative inbox, meaning that multiple people can now ignore an issue at once instead of just one. And for those who like to keep things close to home, Kayako still offers an on-premise version, ensuring that your IT team can have a tangible, physical object to resent.
See also: Top 10 Helpdesk software
Freshdesk hails from India and has been around since 2010, which in startup years is practically prehistoric. It likes to think of itself as a versatile, scalable solution, which is just a way of saying that it will take your money whether you have a little or a lot. Its AI-powered chatbots pretend they understand human emotions and its community forums allow customers to complain in a more structured manner. If you ever wondered what it would be like to manage a help desk while simultaneously being yelled at in 17 different languages, Freshdesk is happy to provide that experience.
Kayako, meanwhile, emerged from the UK back in 2001, making it old enough to have seen the rise and fall of several tech fads. It takes a more introspective approach, focusing on tracking customer journeys—probably so it can document exactly when frustration turns into outright fury. It also has a collaborative inbox, meaning that multiple people can now ignore an issue at once instead of just one. And for those who like to keep things close to home, Kayako still offers an on-premise version, ensuring that your IT team can have a tangible, physical object to resent.
See also: Top 10 Helpdesk software
