Compare Freshdesk, Salesforce Service Cloud, Zoho Desk, and Kayako
 
Freshdesk
Freshdesk
Salesforce Service Cloud
Salesforce Service Cloud
Optimized for quick response
Zoho Desk
Zoho Desk
Optimized for quick response
Kayako
Kayako
Optimized for quick response

Pricing

 
Sprout
Free
for UNLIMITED agents
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
FREE
$0
/agent/month
Inbox
$15
/agent/month
 
Blossom
$19
/ agent / month billed annually
Lightning Professional
$ 75 USD
Per user/month (billed annually)
PROFESSIONAL
$12
/agent/month
Growth
$30
/agent/month
 
Garden
$35
/ agent / month billed annually
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
ENTERPRISE
$25
/agent/month
Scale
$60
/agent/month
 
Estate
$49
/ agent / month billed annually
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
Free Trial
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
Salesforce Service Cloud
Salesforce Service Essentials
$ 25 USDPer user/month (billed annually)
Lightning Professional
$ 75 USDPer user/month (billed annually)
Lightning Enterprise
$ 150 USDPer user/month (billed annually)
Lightning Unlimited
$ 300 USDPer user/month (billed annually)
Free Trial
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.4
8.7
8.1
Ease of Use
Ease of Use
8.8
8.0
8.5
8.4
Ease of Setup
Ease of Setup
8.5
7.5
8.2
8.0
Ease of Admin
Ease of Admin
8.7
7.9
8.4
8.1
Quality of Support
Quality of Support
8.9
8.1
8.2
8.2
Ease of Doing Business With
Ease of Doing Business With
8.8
8.4
8.5
8.4
Product Direction (% positive)
Product Direction (% positive)
8.6
7.8
8.7
7.1
Meets Requirements
Freshdesk
8.5
Salesforce Service Cloud
8.4
Zoho Desk
8.7
Kayako
8.1
Ease of Use
Freshdesk
8.8
Salesforce Service Cloud
8.0
Zoho Desk
8.5
Kayako
8.4
Ease of Setup
Freshdesk
8.5
Salesforce Service Cloud
7.5
Zoho Desk
8.2
Kayako
8.0
Ease of Admin
Freshdesk
8.7
Salesforce Service Cloud
7.9
Zoho Desk
8.4
Kayako
8.1
Quality of Support
Freshdesk
8.9
Salesforce Service Cloud
8.1
Zoho Desk
8.2
Kayako
8.2
Ease of Doing Business With
Freshdesk
8.8
Salesforce Service Cloud
8.4
Zoho Desk
8.5
Kayako
8.4
Product Direction (% positive)
Freshdesk
8.6
Salesforce Service Cloud
7.8
Zoho Desk
8.7
Kayako
7.1

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.1%
25.1%
71.9%
56.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.1%
40.8%
22.3%
35.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.8%
34.1%
5.8%
7.8%
Freshdesk
Small-Business
53.1%
Mid-Market
36.1%
Enterprise
10.8%
Salesforce Service Cloud
Small-Business
25.1%
Mid-Market
40.8%
Enterprise
34.1%
Zoho Desk
Small-Business
71.9%
Mid-Market
22.3%
Enterprise
5.8%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%

Reviewers' Industry

 
Information Technology and Services
20.4%
Information Technology and Services
14.6%
Information Technology and Services
24.2%
Information Technology and Services
23.6%
 
Computer Software
14.0%
Computer Software
14.3%
Computer Software
10.7%
Computer Software
17.3%
 
Internet
5.9%
Internet
8.1%
Marketing and Advertising
4.1%
Telecommunications
7.2%
 
Education Management
3.7%
Hospital & Health Care
3.7%
Internet
4.0%
Internet
5.3%
 
E-Learning
3.4%
Financial Services
3.4%
Telecommunications
3.9%
Marketing and Advertising
3.8%
 
Other
52.7%
Other
56.0%
Other
53.0%
Other
42.8%
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%
Salesforce Service Cloud
Information Technology and Services
14.6%
Computer Software
14.3%
Internet
8.1%
Hospital & Health Care
3.7%
Financial Services
3.4%
Other
56.0%
Zoho Desk
Information Technology and Services
24.2%
Computer Software
10.7%
Marketing and Advertising
4.1%
Internet
4.0%
Telecommunications
3.9%
Other
53.0%
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%

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 Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

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

They do not offer a WYSIWYG editor globally.

G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

G2 Crowd User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
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.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Most Helpful Critical Review
G2 Crowd User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

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.

Screenshots

 
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 4
2 of 4
3 of 4
4 of 4
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6

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.

Freshdesk
Salesforce Service Cloud
Zoho Desk
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.

Ask Freshdesk a QuestionContact FreshdeskAsk SF Service Cloud a QuestionContact SF Service CloudAsk Zoho Desk a QuestionContact Zoho DeskAsk Kayako a QuestionContact Kayako