We performed a comparison between Kayako and ServiceNow 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."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"There are many expansions available."
"It's great to do statuses or to review tasks."
"The subsequent chain of tasks, I believe, is valuable."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"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."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The high price is a huge barrier in Portugal."
"I have a problem with the way the solution's price is calculated."
"Their cloud management is also not that great compared to other products."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"Licensing costs are very high."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Kayako is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Kayako is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo.
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