Compare Freshdesk, Kayako, and Help Scout

Pricing

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

Ratings

Meets Requirements
Meets Requirements
8.5
8.1
8.4
Ease of Use
Ease of Use
8.8
8.4
9.2
Ease of Setup
Ease of Setup
8.5
8.0
8.8
Ease of Admin
Ease of Admin
8.7
8.1
8.8
Quality of Support
Quality of Support
8.9
8.2
8.8
Ease of Doing Business With
Ease of Doing Business With
8.8
8.4
9.0
Product Direction (% positive)
Product Direction (% positive)
8.6
7.1
7.8
Meets Requirements
Freshdesk
8.5
Kayako
8.1
Help Scout
8.4
Ease of Use
Freshdesk
8.8
Kayako
8.4
Help Scout
9.2
Ease of Setup
Freshdesk
8.5
Kayako
8.0
Help Scout
8.8
Ease of Admin
Freshdesk
8.7
Kayako
8.1
Help Scout
8.8
Quality of Support
Freshdesk
8.9
Kayako
8.2
Help Scout
8.8
Ease of Doing Business With
Freshdesk
8.8
Kayako
8.4
Help Scout
9.0
Product Direction (% positive)
Freshdesk
8.6
Kayako
7.1
Help Scout
7.8

Features

Ticket and Case Management
Workflow
Freshdesk
8.4
Kayako
8.1
Help Scout
8.2
Response Automation
Freshdesk
8.4
Kayako
8.3
Help Scout
8.4
SLA Management
Freshdesk
8.2
Kayako
7.9
Help Scout
Not enough data available
Attachments/Screencasts
Freshdesk
8.4
Kayako
7.4
Help Scout
8.4
Ticket Collaboration
Freshdesk
8.6
Kayako
8.5
Help Scout
8.8
Ticket creation user experience
Freshdesk
8.8
Kayako
8.8
Help Scout
9.2
Ticket response user experience
Freshdesk
8.8
Kayako
8.4
Help Scout
9.3
Knowledge Share
Knowledge Base
Freshdesk
8.7
Kayako
8.9
Help Scout
8.7
Searchable Articles
Freshdesk
8.6
Kayako
9.2
Help Scout
7.9
Community Forums
Freshdesk
8.4
Kayako
8.6
Help Scout
8.3
Interactive FAQs & Forums
Freshdesk
8.5
Kayako
8.5
Help Scout
8.1
Interaction
Web Portals
Freshdesk
7.2
Kayako
9.0
Help Scout
8.8
Forum to Reponse
Freshdesk
8.5
Kayako
8.0
Help Scout
8.0
Tickets and Tagging
Freshdesk
8.8
Kayako
9.3
Help Scout
8.6
Live Chat
Freshdesk
8.8
Kayako
8.9
Help Scout
6.4
Communication Channels
Customer Portal
Freshdesk
8.6
Kayako
8.3
Help Scout
9.0
Email to Case
Freshdesk
8.9
Kayako
8.7
Help Scout
9.2
Chat/Live Support
Freshdesk
8.5
Kayako
8.2
Help Scout
6.9
Social Integration
Freshdesk
8.2
Kayako
6.9
Help Scout
7.7
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Kayako
7.0
Help Scout
Not enough data available
Customer and Contacts Database
Freshdesk
7.9
Kayako
7.6
Help Scout
7.5
Products and Version Tracking
Freshdesk
8.2
Kayako
6.9
Help Scout
Not enough data available
Call Scripting
Freshdesk
8.1
Kayako
6.7
Help Scout
Not enough data available
Interactive Voice Response (IVR)
Freshdesk
8.3
Kayako
6.7
Help Scout
Not enough data available
Self Service/Community
Forums
Freshdesk
8.3
Kayako
7.7
Help Scout
Not enough data available
Knowledge Base
Freshdesk
8.5
Kayako
7.9
Help Scout
8.3
Ideas/Feedback
Freshdesk
8.3
Kayako
7.2
Help Scout
9.2
Q&A
Freshdesk
8.5
Kayako
7.8
Help Scout
9.7
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Kayako
6.6
Help Scout
Not enough data available
Reporting
Freshdesk
7.8
Kayako
7.1
Help Scout
7.9
Dashboards
Freshdesk
8.2
Kayako
7.6
Help Scout
8.1
Platform
ITIL Compliance
Freshdesk
8.2
Kayako
7.7
Help Scout
Not enough data available
Mobile User Support
Freshdesk
8.1
Kayako
7.7
Help Scout
Not enough data available
Customization
Freshdesk
8.0
Kayako
7.8
Help Scout
7.5
User, Role, and Access Management
Freshdesk
8.5
Kayako
8.2
Help Scout
8.4
Internationalization
Freshdesk
8.1
Kayako
8.0
Help Scout
8.1
Performance & Reliability
Freshdesk
8.8
Kayako
8.6
Help Scout
9.4
Integration APIs
Freshdesk
8.2
Kayako
8.0
Help Scout
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.1%
56.9%
56.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.1%
35.3%
40.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.7%
7.8%
3.1%
Freshdesk
Small-Business
53.1%
Mid-Market
36.1%
Enterprise
10.7%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%
Help Scout
Small-Business
56.9%
Mid-Market
40.0%
Enterprise
3.1%

Reviewers' Industry

 
Information Technology and Services
20.4%
Information Technology and Services
23.6%
Computer Software
22.4%
 
Computer Software
14.0%
Computer Software
17.3%
Internet
18.8%
 
Internet
5.9%
Telecommunications
7.2%
Information Technology and Services
8.2%
 
Education Management
3.7%
Internet
5.3%
Marketing and Advertising
5.9%
 
E-Learning
3.4%
Marketing and Advertising
3.8%
Hospital & Health Care
4.7%
 
Other
52.6%
Other
42.8%
Other
40.0%
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%
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%
Help Scout
Computer Software
22.4%
Internet
18.8%
Information Technology and Services
8.2%
Marketing and Advertising
5.9%
Hospital & Health Care
4.7%
Other
40.0%

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...

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...

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

They do not offer a WYSIWYG editor globally.

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Kelsey S.
User in Retail

There was a high volume of calls that our company never received

 
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.

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.

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
Kelsey S.
User in Retail

There was a high volume of calls that our company never received

Screenshots

 
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Videos

 

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
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.

Help Scout
No videos provided
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