Kayako Vs Zendesk: Which Software Is Right For Your Business?

Table of Contents
kayako vs zendesk

Last Updated: May 2024

Welcome to the ultimate showdown: Kayako vs Zendesk!

Choosing the perfect customer service software for your business can be a daunting task, but fear not, we’re here to help. These two industry-leading platforms have been battling it out, revolutionizing customer support for businesses of all sizes.

Did you know that 96% of customers believe customer service is a crucial factor in their choice of loyalty to a brand?

So, join us as we dive into the features, benefits, and differences of Kayako and Zendesk to help you make an informed decision and take your customer support to the next level!

Table of contents:

What is Kayako?

kayako vs zendesk
Source: kayako.com

Kayako is a powerful customer service software designed for midsize and enterprise businesses. It helps you effectively manage various customer communication channels such as email, social media (like Facebook Messenger), phones, tickets, chats, and websites.

The main goal is to provide consistent and satisfying answers to customers, saving your employees time and minimizing frustration. Additionally, Kayako allows you to capture valuable customer feedback.

With Kayako, you can take advantage of cutting-edge technology that reduces errors and automates time-consuming or repetitive processes. Also, Kayako provides support in 18 languages and has a global support center, allowing you to assist customers worldwide regardless of their location.

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What is Zendesk?

kayako vs zendesk
Source: zendesk.com

Zendesk is a popular customer service software that caters to businesses of all sizes. It offers a range of features to efficiently manage customer interactions across different channels, including email, social media, phone calls, tickets, and chats. The primary objective of Zendesk is to provide exceptional customer experiences while streamlining your team’s workflow.

The software also allows you to gather valuable insights and feedback from customers, enabling you to make data-driven decisions to enhance your products or services.

Zendesk keeps up with the latest technology trends, ensuring your business benefits from automated processes and reduced errors. Moreover, it offers multi-language support and has a global presence, enabling you to assist customers worldwide.

Now that we have learned about Kayako and Zendesk, let’s dive straight in to compare their key features.

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Kayako vs Zendesk – Key Features Comparison

When it comes to comparing the key features of Kayako and Zendesk, let’s dig in and find out which software takes the crown for your business’s customer service requirements!

Ticket Management (Final Winner: Zendesk, Overall Rating: ⭐4.3/5

In the realm of ticket management, comparing Kayako and Zendesk reveals their distinct approaches and capabilities.

Kayako: Kayako provides a comprehensive ticket management system that allows you to efficiently organize, track, and prioritize customer tickets across multiple channels. It offers customizable ticket views, automated workflows, and collaboration tools, enabling your team to stay organized and provide timely responses. 

Zendesk: On the other hand, Zendesk also excels in ticket management with its intuitive interface and advanced features. It offers ticket tracking, assignment, and escalation capabilities, along with customizable ticket fields and tags for effective categorization. Zendesk also provides automation options, such as triggers and macros, to streamline your ticket management processes.

Winner: Zendesk

Reporting and analytics (Final Winner: Zendesk, Overall Rating: ⭐4.3/5)

Both Kayako and Zendesk offer powerful reporting and analytics capabilities, providing you with the necessary tools to measure and improve your customer service effectiveness.

Kayako: Kayako provides a robust reporting system that allows you to track key metrics and gain visibility into your support operations. You can generate reports on ticket volume, response times, customer satisfaction ratings, and more. Additionally, Kayako offers real-time dashboards and analytics to help you monitor trends and make data-driven decisions.

Zendesk: Similarly, Zendesk offers a comprehensive reporting and analytics feature set. It provides a wide range of pre-built reports and customizable dashboards that allow you to monitor important metrics like ticket volume, agent performance, and customer satisfaction scores. Zendesk also offers advanced analytics tools, such as Explore, which enables you to dig deeper into your data and uncover actionable insights.

Winner: Zendesk

Security (Final Winner: Both, Zendesk – Overall Rating: ⭐4.3/5, Kayako – Overall Rating: ⭐4/5)

Kayako and Zendesk, both the softwares have robust security features in place to protect your business and customer information. It is advisable to review their specific security protocols, certifications, and data handling practices to ensure they align with your organization’s security requirements.

Kayako: Kayako places a strong emphasis on data protection. It offers advanced security measures such as SSL encryption, two-factor authentication, and IP restrictions to control access to your account. Additionally, Kayako provides secure data storage and regular backups to prevent data loss.

Zendesk: Zendesk goes the extra mile in providing a secure and safe environment for businesses and their clients. With security certifications like ISO 27001, highest-level encryption (PCI Compliant), and comprehensive vulnerability management, Zendesk ensures top-notch security across all software components.

Winner: Both

Integrations (Final Winner: Zendesk, Overall Rating: ⭐4.3/5)

Kayako and Zendesk both excel in offering extensive integrations to enhance your customer service workflow.

Kayako: Kayako boasts a wide range of integrations with popular tools like Jira, Slack, and Salesforce, allowing seamless collaboration between different departments and streamlining your processes. This integration flexibility empowers your team to work more efficiently and deliver exceptional customer support.

Zendesk: On the other hand, Zendesk also shines in the integration department, offering a rich marketplace with over 1,000 apps and integrations. From CRM systems like HubSpot to productivity tools like Trello, Zendesk ensures you can connect your customer support operations with your preferred business applications effortlessly.

Winner: Zendesk

User Interface (Final Winner: Both, Zendesk – Overall Rating: ⭐4.3/5, Kayako – Overall Rating: ⭐4/5)

Kayako and Zendesk offer user-friendly interfaces, but they have different design styles.

Kayako: Kayako’s interface focuses on simplicity and ease of use, making it a great option for those who prefer a straightforward and clean layout.

Zendesk: Zendesk, on the other hand, features a more modern and visually appealing interface with intuitive navigation, catering to users who appreciate a polished and engaging design.

Winner: Both

Live Chat Features (Final Winner: Zendesk, Overall Rating: ⭐4.3/5)

Both Kayako and Zendesk provide robust live chat features, enhancing real-time customer interactions.

Kayako: Kayako’s live chat feature allows seamless integration with other support channels, enabling agents to access customer information effortlessly and provide personalized assistance. With features like canned responses and chat routing, Kayako ensures efficient and effective live chat support.

Zendesk: Zendesk’s live chat feature offers easy setup and customization, with the ability to seamlessly integrate with other support channels. Agents can also share screens with customers, enabling guided support and efficient issue resolution.

Winner: Zendesk

Customer Support Features (Final Winner: Zendesk, Overall Rating: ⭐4.3/5)

In the realm of customer support features, Kayako and Zendesk have similarities but also some notable differences.

Kayako: Kayako provides a robust ticket management system with automated workflows and collaboration tools, ensuring efficient customer issue resolution. Additionally, its reporting and analytics help track performance and gain valuable insights.

It also includes live chat support for seamless customer-agent communication. However, the built-in knowledge base with categories and tags is available only in the Enterprise plan, requiring an additional cost.

Zendesk: Zendesk also excels in ticket management with customizable fields and tags, along with advanced automation options. Its reporting and analytics provide detailed metrics, enabling data-driven decision-making for superior customer support.

Along with these, there is a built-in knowledge base with categories and tags to help agents quickly find relevant information. Moreover, Zendesk’s single sign-on integration for various apps like Salesforce and Google Apps simplifies account management, while their free plan for up to three agents allows scalability as needed.

Winner: Zendesk

Helpdesk Features (Final Winner: Kayako, Overall Rating: ⭐4/5)

Looking at the helpdesk features, both Kayako and Zendesk provide robust tools to enhance customer support.

Kayako: Earlier we discussed that Kayako provides a comprehensive ticket management system. Additionally, its seamless collaboration with various tools like Outlook and Gmail allows team members to manage customer requests through email, facilitating quicker responses to customer inquiries.

Zendesk: Similarly, Zendesk excels in helpdesk features for managing customer requests through various channels like email, phone, and chat. Additionally, it seamlessly integrates with other business applications like MailChimp and SalesForce, making it a versatile choice for companies using these platforms regularly.

Winner: Kayako

Mobile & Desktop Platforms (Final Winner: Both, Zendesk – Overall Rating: ⭐4.3/5, Kayako – Overall Rating: ⭐4/5)

Both Kayako and Zendesk are compatible with a wide range of mobile and desktop platforms, ensuring you can access their customer support features conveniently on the go or from your office computer.

Winner: Both

Pricing Comparison

Kayako and Zendesk allow you to choose the required number of users. While Kayako offers custom pricing plans, Zendesk’s paid plans start as little as $19/month with a free trial.

Quick Comparison Table

This table provides a concise overview of some key features of Kayako and Zendesk.




Ticket Management

Comprehensive with customizable views

User-friendly with customizable fields

Reporting & Analytics

Robust with valuable insights

Detailed metrics for data-driven decisions


Strong data protection measures

High-level encryption and compliance


Integrates with popular tools

Offers a wide range of app integrations

Live Chat

Seamless communication with customers

Real-time chat with screen sharing

Customer Support

Covers essentials

Feature-rich and customizable

Helpdesk Features

Multi-channel support, user-friendly

Multi-channel support, integrates apps

Mobile & Desktop

Compatible with various platforms

Convenient access on mobile and desktop


Fixed pricing regardless of users

Free plan for up to 3 agents, scalable

Also, read Zendesk vs Helplama Helpdesk Comparison

Making the Right Choice for Exceptional Customer Support

In conclusion, choosing the right helpdesk platform is crucial for your business’s success in providing exceptional customer support.

Were you aware that 70% of buying experiences are influenced by how customers perceive they are being treated?

Both Kayako and Zendesk offer powerful features to streamline support operations and enhance customer experiences.

Additionally, for small businesses and enterprise teams,  Saufter stands out with its cost-effectiveness, easy setup, and user-friendly interface, allowing agents to start delivering excellent service with little to no training. Make the right choice and watch your customer support thrive!



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