Software Comparison
Zendesk vs Kayako vs Samanage

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Listed in : IT Management

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 : IT Management

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


Listed in : IT Management

Samanage is an enterprise service desk software that gives IT the opportunity to continuously improve how their organization supports strategic busine... Learn More

Free Trial

Pricing Starting From

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Zendesk

Help Desk and Ticket Management

$ 2
For 1 Month / 1 user(s)

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Kayako

Live Chat

$ 29
For 1 Month / 1 user(s)

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Samanage

IT Management

No Pricing Available yet.

Available Features

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Zendesk

Help Desk and Ticket Management

Multiple ticket forms

Unlimited light agents

Success program

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Kayako

Live Chat

Roll out live chat straight away

Real-time visitor monitoring

Voice and click-to-call

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Samanage

IT Management

Service Desk

Ticket Management

Service Catalog

Self-Service Portal

Problem Management

Change Management

Knowledge Base

Auto-assignment

Email Integration

Reports

API

SLA

Google apps integration

Mobile access

Free Trial Availability

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Zendesk

Help Desk and Ticket Management
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Kayako

Live Chat
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Samanage

IT Management
Free Trial Available

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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Kayako

Live Chat

No favorable user review available yet for Kayako.

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Samanage

IT Management

No favorable user review available yet for Samanage.

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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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
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Samanage

IT Management
100
Erik Blum , ITSMdaily

Sunday 08 February 2015

I am really impressed with Samanage, they have a great product with unique features. Usability is supereb and design is pleasant to the eyes. If you are looking for a Service Desk, give Samanage a chance with a 14 days trial, just to see what a great Service Desk looks like.

More about Samanage
View all the Samanage 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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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
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Samanage

IT Management

No critic review available yet for Samanage .

Demo Video

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Zendesk Demo Video

Help Desk and Ticket Management
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Kayako Demo Video

Live Chat
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Samanage Demo Video

IT Management

Screenshots

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Zendesk

Help Desk and Ticket Management
Screenshot for Zendesk 4 screenshots available

Typical Customer

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Zendesk

Help Desk and Ticket Management
  • Business
  • Personal Use
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Kayako

Live Chat
  • Business
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Samanage

IT Management
  • Business

Supported Devices

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Zendesk

Help Desk and Ticket Management
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Kayako

Live Chat
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Samanage

IT Management

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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Kayako

Live Chat
  • English
  • French
  • Spanish
  • Italian
  • German
  • Portuguese
screenshot for Samanage

Samanage

IT Management
  • English
  • French
  • Spanish
  • Italian
  • German
  • Russian
  • Japanese
  • Chinese
  • Arabic
  • Hebrew
  • Portuguese
  • Polish
  • Ukrainian
  • Danish
  • Norwegian
  • Swedish
  • All languages

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