Your customer-care service could either make or break your business. Getting hold of the right helpdesk solution could prove to be beneficial in the long run. If you are trying to figure out the best helpdesk solution that could suit your business requirements, this piece of work could prove to be beneficial to you.
In this article, we have compared two leading helpdesk solutions Kayako and Zendesk. Integrating the right helpdesk solution would help you to reap dividends. Happy
Intended Users – Kayako vs. Zendesk
Both these helpdesk solutions are worthy helpdesk solutions to consider due to the immense capabilities both come with. Kayako is not competitively priced compared to Zendesk helpdesk solution. Hence, small business owners might not find it viable.
However, it comes with a range of benefits like live Chat, screen sharing, Click-to-Call
Zendesk scores over Kayako in terms of features like UI usability and customizability.
Pricing info – Kayako vs. Zendesk
Kayako offers 30 free day trial and comes in four price options viz. Case, Engage, Fusion and Enterprise. Plans Case and Engage are offered at the rate of 24 USD per agent per month billed annually. Fusion is offered at the rate of 39 USD per agent per month and Enterprise is available at the rate of 99 USD per agent per month.
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Four pricing options are- Essential ( 5USD per agent per month), Team ( 19 USD per agent per month), Professional ( 49 USD per agent per month), Enterprise ( 99 USD per agent per month).
Both of these helpdesk solutions are subscription based, however they don’t offer freemium account. Kayako is not competitively priced compared to Zendesk and small enterprises may not find this option as viable.
Features – Kayako vs. Zendesk
Ticket Management -Kayako vs. Zendesk
At the core of Kayako lies
Tickets are well organized by means of status and departments. One could merge multiple tickets originating from
Zendesk offers all-in-one ticket management solution with features like default views, macros and RTF. User may view tickets on the basis of parameters like ticket status, assignee, group etc.
Macros enable users to automatically update
It also gets
Reporting and analytics -Kayako vs. Zendesk
Kayako helpdesk solution offers more than 100 help desk report templates which
Zendesk provides good reporting and analytics capabilities and helps to bring about friendly competition between peers as it displays customer-care service relevant parameters like client satisfaction, response time, ticket volume etc.
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It also helps to manage backlogs, manage agents and apprehend about ticket lifecycle.
Security -Kayako vs. Zendesk
Kayako gets an edge over Zendesk in terms of its security features like agent collision prevention, audit logs etc. Agent collision detection feature helps to apprehend who else is working on the ticket.
It is also encrypted properly viz. Encryption of sensitive data at rest and HTTPS for all pages. Data backup in multiple locations is not yet another advantage of this software solution.
Zendesk also gets galore of safety features like two-factor authentication, SSL encryption and SSL certificate hosting. Audit logs help to be aware of crucial changes which has to be made to your helpdesk solution.
Network access restriction feature helps to constrain access from specific IP ranges. In the higher-end Zendesk versions, user could relish features like SSO with SAML support, custom roles and permissions etc.
Integrations -Kayako vs. Zendesk
Salesforce, FreshBooks, Drupal, MailChimp, WordPress, Basecamp, Joomla etc. are some of the integrations that Kayako offers to its customers.
Integration feature is often touted as the bloodline of Zendesk and many of the clients prefer Zendesk due to the copious number of integrations it offer with leading social media sites like Twitter, Facebook, Shopify, Slack, Zapier, WordPress, Zopim Chat, Samanage, CTI integrations and also provides integration with tools which support time tracking, e-commerce etc.
- Admirable customization feature
- Asset management feature
- Good social ticketing factor
- Expensive helpdesk solution
- No WYSIWYG editor
- Good security features
- Gets cool features like live Chat, screen sharing, Click-to-Call and integrated VoIP
- Expensive helpdesk solution