We performed a comparison between Kayako and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The solution is quite easy to integrate with other Microsoft products."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution offers good productivity at a low price point."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"I've used SCSM a lot, and its features are valuable."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"It is quite scalable."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Once we had an issue with a desktop download that would not open."
"The configuration could be easier."
"We would like to see a web-based interface that works on mobile devices."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Kayako is rated 8.0, while SCSM is rated 7.0. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Kayako is most compared with , whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
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