We performed a comparison between Kayako and Zendesk 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."
"It's very convenient to use."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The initial setup is simple and straightforward."
"Zendesk Support has a lot of good APIs."
"It's a very stable tool, very powerful."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The dashboard could be better."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The support team is time-consuming, and they don't find the answer to our problem."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The solution could integrate better with QR codes from some websites such as Facebook."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Kayako is rated 8.0, while Zendesk is rated 8.2. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Kayako is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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