We performed a comparison between Kayako and Zoho Desk 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."
"The solution doesn't have any bugs."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The product is quite stable."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"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."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement in terms of integration."
"It could be easier to link Zoho Desk and Outlook."
"Sometimes, the solution has some email issues in a new data center."
"Zoho Desk lacks lookup fields for the layouts."
"They could enhance the product’s features to customize the automated email responses."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
Earn 20 points
Kayako is ranked 44th in Help Desk Software while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. Kayako is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Kayako is most compared with , whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice.
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