Freshdesk vs Kayako
Updated 2026 — Side-by-side comparison of features, pricing, and scores.
Freshdesk
8.5/10
Great
Ease of Use8.5
Value for Money9
Support8
Features8.5
Scalability8
Integrations9
Kayako
6.6/10
Good
Ease of Use7
Value for Money6.5
Support7
Features7
Scalability6.5
Integrations5.5
Feature Comparison
| Feature | Freshdesk | Kayako |
|---|---|---|
| Ticket Management | ✓ Email-to-ticket, merge, split, and link tickets | ✓ Conversation-based ticketing |
| Live Chat | ~ Via Freshchat add-on or Freshdesk Omni | ✓ Built-in live chat on all plans |
| Knowledge Base | ✓ Built-in knowledge base on all plans | ✓ Help center with article search |
| Automation Rules | ✓ Ticket dispatch, time-triggered, and event-triggered | ✓ Professional plan and above |
| Multichannel Support | ✓ Email, phone, social, chat, web widget | ✓ Email, chat, social, and help center |
| Reporting & Analytics | ✓ Built-in reports and custom dashboards on Pro+ | ✓ Performance dashboards |
| SLA Management | ✓ Growth plan and above | ✓ Professional plan and above |
| Customer Portal | ✓ Customer portal with ticket submission | ✓ Self-service help center |
| AI Features | ✓ Freddy AI for ticket classification and suggestions | ~ Basic suggested responses |
| Mobile App | ✓ iOS & Android | ✓ iOS & Android |
| API Access | ✓ REST API | ✓ REST API |
| Third-Party Integrations | ✓ 1,000+ marketplace apps | ~ 70+ integrations including Salesforce and Slack |
| Free Plan Available | ✓ Free for up to 2 agents | ✗ 14-day free trial only |
| CSAT Surveys | ✓ Pro plan and above | ✓ Professional plan and above |
| Shared Inbox | ✓ Team inbox with collision detection | ✓ Unified conversations with SingleView |
✓ Full support~ Limited✗ Not available
Pricing Comparison
Freshdesk Pricing
FreeFree
FreeFree
Growth$18/mo
$15/mo billed annually
Growth$18/mo
$15/mo billed annually
ProPopular$59/mo
$49/mo billed annually
ProPopular$59/mo
$49/mo billed annually
Enterprise$95/mo
$79/mo billed annually
Enterprise$95/mo
$79/mo billed annually
Kayako Pricing
EnterpriseCustom
EnterpriseCustom
Essential$39/mo
$33/mo billed annually
Essential$39/mo
$33/mo billed annually
ProfessionalPopular$99/mo
$79/mo billed annually
ProfessionalPopular$99/mo
$79/mo billed annually
FAQ
Is Freshdesk or Kayako better?
It depends on your needs. Freshdesk scores 8.5/10 overall while Kayako scores 6.6/10. Compare the detailed feature matrix above to find the best fit.