Compare Freshdesk, Help Scout, Kayako, and KnowledgeOwl

Pricing

 
Sprout
Free
for UNLIMITED agents
Basic
$8
user/month
Inbox
$15
/agent/month
Additional Users
$20
month
 
Blossom
$19
/ agent / month billed annually
Standard
$15
user/month
Growth
$30
/agent/month
KnowledgeOwl Subscription
$49
month
 
Garden
$35
/ agent / month billed annually
Plus
$27
user/month
Scale
$60
/agent/month
Additional Knowledge Bases
$30
month
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial Unavailable
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Help Scout
Basic
$8user/month
Standard
$15user/month
Plus
$27user/month
Free Trial Unavailable
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial
KnowledgeOwl
Additional Users
$20month
KnowledgeOwl Subscription
$49month
Additional Knowledge Bases
$30month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
8.4
8.1
9.0
Ease of Use
Ease of Use
8.8
9.2
8.4
9.0
Ease of Setup
Ease of Setup
8.5
8.8
8.0
8.9
Ease of Admin
Ease of Admin
8.7
8.8
8.1
8.9
Quality of Support
Quality of Support
8.9
8.8
8.2
9.6
Ease of Doing Business With
Ease of Doing Business With
8.8
9.0
8.4
9.6
Product Direction (% positive)
Product Direction (% positive)
8.6
7.7
7.1
9.3
Meets Requirements
Freshdesk
8.5
Help Scout
8.4
Kayako
8.1
KnowledgeOwl
9.0
Ease of Use
Freshdesk
8.8
Help Scout
9.2
Kayako
8.4
KnowledgeOwl
9.0
Ease of Setup
Freshdesk
8.5
Help Scout
8.8
Kayako
8.0
KnowledgeOwl
8.9
Ease of Admin
Freshdesk
8.7
Help Scout
8.8
Kayako
8.1
KnowledgeOwl
8.9
Quality of Support
Freshdesk
8.9
Help Scout
8.8
Kayako
8.2
KnowledgeOwl
9.6
Ease of Doing Business With
Freshdesk
8.8
Help Scout
9.0
Kayako
8.4
KnowledgeOwl
9.6
Product Direction (% positive)
Freshdesk
8.6
Help Scout
7.7
Kayako
7.1
KnowledgeOwl
9.3

Features

Knowledge Share
Knowledge Base
Freshdesk
8.7
Help Scout
8.7
Kayako
8.9
KnowledgeOwl
Not enough data available
Searchable Articles
Freshdesk
8.6
Help Scout
7.8
Kayako
9.2
KnowledgeOwl
Not enough data available
Community Forums
Freshdesk
8.4
Help Scout
8.3
Kayako
8.6
KnowledgeOwl
Not enough data available
Interactive FAQs & Forums
Freshdesk
8.5
Help Scout
8.1
Kayako
8.5
KnowledgeOwl
Not enough data available
Interaction
Web Portals
Freshdesk
7.2
Help Scout
8.8
Kayako
9.0
KnowledgeOwl
Not enough data available
Forum to Reponse
Freshdesk
8.5
Help Scout
8.0
Kayako
8.0
KnowledgeOwl
Not enough data available
Tickets and Tagging
Freshdesk
8.8
Help Scout
8.7
Kayako
9.3
KnowledgeOwl
Not enough data available
Live Chat
Freshdesk
8.8
Help Scout
6.4
Kayako
8.9
KnowledgeOwl
Not enough data available

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.2%
57.8%
56.9%
30.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.1%
39.1%
35.3%
44.1%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.7%
3.1%
7.8%
25.0%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%
Help Scout
Small-Business
57.8%
Mid-Market
39.1%
Enterprise
3.1%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%
KnowledgeOwl
Small-Business
30.9%
Mid-Market
44.1%
Enterprise
25.0%

Reviewers' Industry

 
Information Technology and Services
20.4%
Computer Software
22.6%
Information Technology and Services
23.6%
Computer Software
22.5%
 
Computer Software
14.0%
Internet
19.0%
Computer Software
17.3%
Internet
8.5%
 
Internet
5.9%
Information Technology and Services
8.3%
Telecommunications
7.2%
Information Technology and Services
8.5%
 
Education Management
3.7%
Marketing and Advertising
6.0%
Internet
5.3%
Education Management
8.5%
 
E-Learning
3.4%
Hospital & Health Care
4.8%
Marketing and Advertising
3.8%
Non-Profit Organization Management
7.0%
 
Other
52.6%
Other
39.3%
Other
42.8%
Other
45.1%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%
Help Scout
Computer Software
22.6%
Internet
19.0%
Information Technology and Services
8.3%
Marketing and Advertising
6.0%
Hospital & Health Care
4.8%
Other
39.3%
Kayako
Information Technology and Services
23.6%
Computer Software
17.3%
Telecommunications
7.2%
Internet
5.3%
Marketing and Advertising
3.8%
Other
42.8%
KnowledgeOwl
Computer Software
22.5%
Internet
8.5%
Information Technology and Services
8.5%
Education Management
8.5%
Non-Profit Organization Management
7.0%
Other
45.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Susan S.
Administrator in Banking

The technical support I receive is outstanding. As for the system itself, I'm not a very technical person, but the system is very easy to use. Customizable to whatever your heart desires. From a user perspective, it is very easy to navigate around and...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Sarah C.
Administrator in Venture Capital & Private Equity

There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address.

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

G2 Crowd User in Non-Profit Organization Management

I do not like that pasting is not a seamless process and keeping/changing formatting upon doing so is very difficult. Countless times I've lost work when creating content because I've had to move away from Knowledge Owl and was logged out and this work was...

 
Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
Sarah C.
Administrator in Venture Capital & Private Equity

There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address.

Kayako
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Most Helpful Critical Review
G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

KnowledgeOwl
Most Helpful Favorable Review
Susan S.
Administrator in Banking

The technical support I receive is outstanding. As for the system itself, I'm not a very technical person, but the system is very easy to use. Customizable to whatever your heart desires. From a user perspective, it is very easy to navigate around and...

Most Helpful Critical Review
G2 Crowd User in Non-Profit Organization Management

I do not like that pasting is not a seamless process and keeping/changing formatting upon doing so is very difficult. Countless times I've lost work when creating content because I've had to move away from Knowledge Owl and was logged out and this work was...

Screenshots

 
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Videos

 
No videos provided

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

No videos provided
Freshdesk
Help Scout
No videos provided
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

KnowledgeOwl
No videos provided
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