Compare Freshdesk, KnowledgeOwl, Kayako, and Help Scout

Pricing

 
Sprout
Free
for UNLIMITED agents
Additional Users
$20
month
Inbox
$15
/agent/month
Basic
$8
user/month
 
Blossom
$19
/ agent / month billed annually
KnowledgeOwl Subscription
$49
month
Growth
$30
/agent/month
Standard
$15
user/month
 
Garden
$35
/ agent / month billed annually
Additional Knowledge Bases
$30
month
Scale
$60
/agent/month
Plus
$27
user/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
KnowledgeOwl
Additional Users
$20month
KnowledgeOwl Subscription
$49month
Additional Knowledge Bases
$30month
Free Trial Unavailable
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
9.0
8.1
8.4
Ease of Use
Ease of Use
8.8
9.0
8.4
9.2
Ease of Setup
Ease of Setup
8.5
8.9
8.0
8.8
Ease of Admin
Ease of Admin
8.7
8.9
8.1
8.8
Quality of Support
Quality of Support
8.9
9.6
8.2
8.8
Ease of Doing Business With
Ease of Doing Business With
8.8
9.6
8.4
9.0
Product Direction (% positive)
Product Direction (% positive)
8.6
9.3
7.1
7.8
Meets Requirements
Freshdesk
8.5
KnowledgeOwl
9.0
Kayako
8.1
Help Scout
8.4
Ease of Use
Freshdesk
8.8
KnowledgeOwl
9.0
Kayako
8.4
Help Scout
9.2
Ease of Setup
Freshdesk
8.5
KnowledgeOwl
8.9
Kayako
8.0
Help Scout
8.8
Ease of Admin
Freshdesk
8.7
KnowledgeOwl
8.9
Kayako
8.1
Help Scout
8.8
Quality of Support
Freshdesk
8.9
KnowledgeOwl
9.6
Kayako
8.2
Help Scout
8.8
Ease of Doing Business With
Freshdesk
8.8
KnowledgeOwl
9.6
Kayako
8.4
Help Scout
9.0
Product Direction (% positive)
Freshdesk
8.6
KnowledgeOwl
9.3
Kayako
7.1
Help Scout
7.8

Features

Knowledge Share
Knowledge Base
Freshdesk
8.8
KnowledgeOwl
Not enough data available
Kayako
8.9
Help Scout
8.7
Searchable Articles
Freshdesk
8.6
KnowledgeOwl
Not enough data available
Kayako
9.2
Help Scout
7.9
Community Forums
Freshdesk
8.4
KnowledgeOwl
Not enough data available
Kayako
8.6
Help Scout
8.3
Interactive FAQs & Forums
Freshdesk
8.5
KnowledgeOwl
Not enough data available
Kayako
8.5
Help Scout
8.1
Interaction
Web Portals
Freshdesk
7.2
KnowledgeOwl
Not enough data available
Kayako
9.0
Help Scout
8.8
Forum to Reponse
Freshdesk
8.5
KnowledgeOwl
Not enough data available
Kayako
8.0
Help Scout
8.0
Tickets and Tagging
Freshdesk
8.8
KnowledgeOwl
Not enough data available
Kayako
9.3
Help Scout
8.6
Live Chat
Freshdesk
8.8
KnowledgeOwl
Not enough data available
Kayako
8.9
Help Scout
6.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.1%
30.9%
56.9%
56.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.2%
44.1%
35.3%
40.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.7%
25.0%
7.8%
3.1%
Freshdesk
Small-Business
53.1%
Mid-Market
36.2%
Enterprise
10.7%
KnowledgeOwl
Small-Business
30.9%
Mid-Market
44.1%
Enterprise
25.0%
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%
Computer Software
22.5%
Information Technology and Services
23.6%
Computer Software
22.4%
 
Computer Software
14.0%
Internet
8.5%
Computer Software
17.3%
Internet
18.8%
 
Internet
5.9%
Information Technology and Services
8.5%
Telecommunications
7.2%
Information Technology and Services
8.2%
 
Education Management
3.7%
Education Management
8.5%
Internet
5.3%
Marketing and Advertising
5.9%
 
E-Learning
3.4%
Non-Profit Organization Management
7.0%
Marketing and Advertising
3.8%
Hospital & Health Care
4.7%
 
Other
52.7%
Other
45.1%
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
52.7%
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%
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...

G2 Crowd User in Health, Wellness and Fitness

The team -- they helped a lot with customizing their interface for our needs, and are super helpful with custom coding work and so on. Also, the look is "fresh" and the interface is easy. They've also been very responsive when we've run into issues. The...

Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

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.

Rebecca C.
Administrator in Marketing and Advertising

I didn't like the process of having to add each person as a user rather than giving everyone in the org access. Our knowledgeowl subscription only allowed for a few subscriptions which meant that we were constantly adding and removing people to ensure that...

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Erin M.
Administrator

HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.

 
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.

KnowledgeOwl
Most Helpful Favorable Review
G2 Crowd User in Health, Wellness and Fitness

The team -- they helped a lot with customizing their interface for our needs, and are super helpful with custom coding work and so on. Also, the look is "fresh" and the interface is easy. They've also been very responsive when we've run into issues. The...

Most Helpful Critical Review
Rebecca C.
Administrator in Marketing and Advertising

I didn't like the process of having to add each person as a user rather than giving everyone in the org access. Our knowledgeowl subscription only allowed for a few subscriptions which meant that we were constantly adding and removing people to ensure that...

Kayako
Most Helpful Favorable Review
Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

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
Erin M.
Administrator

HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.

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
KnowledgeOwl
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.

Help Scout
No videos provided
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