Software Comparison
Zendesk vs Desk.com vs Kayako

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Listed in : Live Chat

Zendesk delivers the leading cloud-based customer service software. Loved by customers for its simplicity and elegance, Zendesk is the easiest and fas... Learn More


Listed in : Live Chat

Desk.com helps small organizations and developing support groups craft the Happiest Clients on Earth. Our all-in-one customer service application has ... Learn More


Listed in : Live Chat

We build web-centric customer support solutions that enable organizations to deliver a better support experience to their customers and, as a team, wo... Learn More

Pricing Starting From

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Zendesk

Help Desk and Ticket Management

$ 2
For 1 Month / 1 user(s)

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Desk.com

Help Desk and Ticket Management

$ 35
For 1 Year / 1 user(s)

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Kayako

Live Chat

$ 29
For 1 Month / 1 user(s)

Available Features

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Zendesk

Help Desk and Ticket Management

Multiple ticket forms

Unlimited light agents

Success program

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Desk.com

Help Desk and Ticket Management

Web and Email Case Capture

CTI Integration

AppExchange Integrations

Enterprise Analytics

Customizable Dashboards and Reports

Agent Console

API Integration

Visual Workflow

Call Scripting

Visual SLA Timeline

Service Entitlements

Custom App Development

Sandbox environment

Offline access

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Kayako

Live Chat

Roll out live chat straight away

Real-time visitor monitoring

Voice and click-to-call

Free Trial Availability

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Zendesk

Help Desk and Ticket Management
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Desk.com

Help Desk and Ticket Management
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Kayako

Live Chat

Most Favorable User Review

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Zendesk

Help Desk and Ticket Management
User review from
10
Debbie Marshall
Apr 7, 2016

Zendesk is an excellent customer service desk that allows agents and end users to interact in a safe secure environment. I've been using this tool for the last 5 years and feel this is the best tool on the market. The software allows me to create reports for any of my departments I need to feedback too.andnbsp; You can also create micros (quick responses and allocations to aid the support team).Zendesk does have apps that allow you to personalise your own desk to help the agents resolve issues asap. The front end of the site is also good, and our end users find it very easy to find solutions, we also try and record videos to help people understand the functionality. You can keep track of your SLA agreements with your customers. However, this is not on the lowest package. We have also added our working hours, so our end users know when we will be responding to tickets.

Pros :

  • The help desk is so easy to use for both end users and agents.
  • It is so simple to set up a new organisation, groups, and product types.
  • Our end users find using the site very simple, they like the fact that they can verify the status of their tickets at any time.
  • From an agent's point of view, it is easy to allocate tickets to members of the support team.
  • We have set up macros for out of hours etc., which allows our customers to know when we are around and looking into their issues.
  • The reporting functionality is excellent allowing us to tailor our own reports.

Cons :

  • Currently, we are unable to integrate with our CRM as there is not currently a free api to link the 2 software platforms.
  • We are also on the middle price plan and don't want to pay any more to have certain features that are only available on the top level plans.

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Desk.com

Help Desk and Ticket Management
  • google user content
    8

    Anonymous

    Once you have it set up, Desk is a great software that has a lot of options. The customer support is also really good - people are very attentive and won't just treat you differently based on your number of licenses. They want you to adopt the product and succeed. My company used it mainly for a live chat on two different websites, but the main use case is for multiple support people and / or salespeople to have their tickets organized within an organization.

    Pros : Attentive, quick, and smart support, SFDC integration and Single Sign On, lots of features and customization available.Routing for different agents, a mobile app for salespeople or support people on the go. You get email notifications on case updates. You can also put different support people into groups so that issues get routed to the right team. The price of the software isn't unreasonable. Some of the tutorial videos are helpful.I would take them up on the free trial to make sure that you get a good sense of it before buying, and make sure you have all your key stakeholders / teams on board with their use cases.

    Cons : The Salesforceandgt;Desk integration is a bit polarizing if you want to have integration with both leads and contacts. You have to choose one and it can be a little confusing to set up.You'll probably need some phone support on this element. Having a Salesforce admin is helpful if you're doing the integration - they claim that it's a lot easier than it actually is. Make sure that you know your various use cases for the product in terms of what you will need. I found it weird that you can't answer a live chat within the mobile app. Customization of the look and feel is a little tougher but a web designer can help.

    • May 11, 2016
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    Kayako

    Live Chat

    No favorable user review available yet for Kayako.

    Most Favorable Critic Review

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    Zendesk

    Help Desk and Ticket Management
    100
    Anonymous contribution , BlinkList

    Tuesday 12 March 2013

    Zendesk is an excellent choice for your knowledgebase and helpdesk needs. If you’re a large company with multiple brands, Zendesk has tools to manage that level of complexity. If you’re a small startup company, you can get a tool that supports global multi-nationals with multiple brands and easily use it to look just as professional and customer oriented as larger competitors.

    More about Zendesk
    View all the Zendesk Critic Reviews
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    Desk.com

    Help Desk and Ticket Management
    75
    Anonymous contribution , Arkus Inc.

    Wednesday 31 December 1969

    If you are running a small service center that wants to support your customers via multiple channels I would recommend using Desk.com - or at least investigate it by setting up the first free user.

    More about Desk.com
    View all the Desk.com Critic Reviews
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    Kayako

    Live Chat
    75
    Anonymous contribution , helpdeskindex

    Wednesday 31 December 1969

    This is a very intuitive, user-friendly program, both from the front and the backend. Customers will find it easy to navigate when submitting help tickets, searching your knowledge base, following along with troubleshooting guidelines and contacting your live help. Your representatives will find that its straightforward interface makes real time visitor monitoring, ticket and email management, knowledgebase creation and administration and news publishing all quick and convenient. They will also find its calendar, contact and task integration sharing indispensable.

    More about Kayako
    View all the Kayako Critic Reviews

    Most Unfavorable Critic Review

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    Zendesk

    Help Desk and Ticket Management
    40
    Anton Mamichev , GetApp

    Friday 11 December 2015

    More about Zendesk
    View all the Zendesk Critic Reviews
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    Desk.com

    Help Desk and Ticket Management
    20
    Alice Siebert , GetApp

    Wednesday 23 December 2015

    More about Desk.com
    View all the Desk.com Critic Reviews
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    Kayako

    Live Chat
    40
    Marie McCourt , TrustRadius

    Wednesday 03 June 2015

    Kayako Use Cases and Deployment ScopeAt StyleEase Software, LLC, we use Kayako as our Support Ticket system. This is mainly used in the support department, but it can also be used for wholesale questions. 

    More about Kayako
    View all the Kayako Critic Reviews

    Demo Video

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    Zendesk Demo Video

    Help Desk and Ticket Management
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    Desk.com Demo Video

    Help Desk and Ticket Management
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    Kayako Demo Video

    Live Chat

    Screenshots

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    Zendesk

    Help Desk and Ticket Management
    Screenshot for Zendesk 4 screenshots available
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    Desk.com

    Help Desk and Ticket Management
    Screenshot for Desk.com 4 screenshots available

    Typical Customer

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    Zendesk

    Help Desk and Ticket Management
    • Business
    • Personal Use
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    Desk.com

    Help Desk and Ticket Management
    • Business
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    Kayako

    Live Chat
    • Business

    Supported Devices

    screenshot for Zendesk

    Zendesk

    Help Desk and Ticket Management
    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
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    Kayako

    Live Chat

    Supported Languages

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    Zendesk

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Chinese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Ukrainian
    • Danish
    • Norwegian
    • Swedish
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    Desk.com

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Danish
    • Norwegian
    • Swedish
    screenshot for Kayako

    Kayako

    Live Chat
    • English
    • French
    • Spanish
    • Italian
    • German
    • Portuguese

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