Home/Help Desk Software/Kayako vs ProProfs Help DeskUpdated on: March 29, 2024

Compare Kayako vs ProProfs Help Desk

94% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Kayako
Kayako Help Desk Software (571 Ratings)
87% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support
Zendesk Support Help Desk Software (685 Ratings)
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Jitbit Helpdesk
Jitbit Helpdesk Help Desk Software (137 Ratings)
Start Free Trial

Start Free Trial

Start Free Trial

Start Free Trial

94% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Kayako

Kayako

Help Desk Software (571 Ratings)
87% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support

Zendesk Support

Help Desk Software (685 Ratings)
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Jitbit Helpdesk

Jitbit Helpdesk

Help Desk Software (137 Ratings)
Start Free Trial

Start Free Trial

Start Free Trial

Start Free Trial

Overview

Summary

Kayako is a help desk software as well as a CRM software for keeping both internal team and customers happy. You can monitor customer conversation and queries over any preferred social media channel and facilitates in personalizing customer service. It offers ecommerce support as well. This internal help desk software offers support in diverse arenas like IT, finance & HR. Kayako features live chat, help center ticket and email facilities. It further has the login only Help Center that helps users answer their own queries. It can automate workflow, has virtual forms to fetch the info it requires, offer canned response, generate reports, create user profile, can map customer journey etc. ..show more

ProProfs Help Desk is an efficient helpdesk and support ticketing software, enabling companies to provide the best solution to the queries raised by individual clients. Teams get to manage multiple emails within a shared inbox. It is an appropriate business structure for SMB, enterprise, B2B and B2C consumer segments, besides agents and managers operating within customer service teams. ProProfs Help Desk utilises automation to enhance agent productivity levels and is designed for top graded support teams. Appropriate reports offered by the software helps teams monitor essential customer service metrics, measure agent-wise performance and share NPS, CSAT and other survey-related reports. Companies can personalise the software as per their own needs, they can generate custom fields for tickets, set priorities matching with SLAs and keep the identity of their brand intact. Other important functionalities include live chat, survey maker to gain customer feedback and knowledge base, which promotes self-service. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

Jitbit Helpdesk is a ticketing system and helpdesk software meant for your IT, SaaS and email-based businesses. It is easy to use and provides thorough support to customers. It enables you to send emails to the helpdesk and start managing the raised tickets. SaaS and IT versions integrate with over 500+ applications like mailboxes, Google Drive, etc. There is also a cloud version that is secure, powerful and easy to set up. The software comes with apps across both Android and iOS devices where customers can keep viewing the details of the ticket until it is resolved. The helpdesk automation feature of Jitbit helps you to have control over your raised tickets. Its team mailbox allows you to prioritise your tickets. With this app, users can type innovative replies for knowledge-based articles. The software allows you to seek feedback from customers through the ‘Ideas’ forum. Moreover, you can also sign-in to your Google Account from the Azure account. You can manage your IT service request tickets by its IT ticketing system. The app is customisable and you can easily monitor your organisation’s assets. ..show more

Features

AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing It helps in automatically directing queries and data to the appropriate agent.

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Concurrent Calling Allows to place more calls simultaneously without reducing call quality.

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Multi-language Support Available in multiple languages to support global customers

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Austin, Texas

Santa Monica, California / +1 855-776-7763

San Francisco, California / +1 415-418-7506

Edinburgh, Scotland - BH16 6FH / +1 646-397-7708

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Kayako Cloud
Free

Free collaborators

Customer service cloud solution for larger teams and businesses

Features

  • Live chat, Facebook, Twitter and email
  • Help center
  • Basic performance reports
  • SingleView™
  • Agents log in with Google
  • Standard support plan
  • Workflow automations: assign tickets to agents
  • Advanced reporting
  • Multiple brands, multiple languages
  • Time-saving macro powered responses
  • Custom fields for capturing critical information
  • Slack integration
  • 700+ Zapier integrations
  • Organization Profiles for Agents
  • Agent collision prevention
  • Advanced workflow customization
  • Internal help center and knowledge base
  • Custom forms for help center
  • Customer access to every ticket from their organization
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration
  • Custom performance reports
  • Help center advanced layout and design options
Classic On-Prem
Custom

Customer service cloud software for small and growing teams

Features

  • Live chat and email
  • Help center & Support portal
  • Customizable PHP source code
  • VOIP Phone / Click to call
  • Advanced Reporting with Kayako Query Language (KQL)
  • Automation (SLAs, Macros, Workflows)
  • Multiple brands, multiple languages
  • REST APIs
View Price Page
Essentials
$15 /User/Month

Offer delightful support with shared inboxes and basic help desk features.

Features

  • Unlimited Tickets: Unlimited
  • Inboxes: 3
  • Departments & Teams: 3
  • Ticket History: 1 Year
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Reports: Basic
  • Roles & Permissions
  • File Attachments: 10 MB
  • Labels
  • Spam
  • Bookmark
  • Overdue Time
  • Internal Notes in Ticket
  • Dynamic Placeholders
  • Social Media Channels
  • Mobile App
  • Branding
  • Integrations: Basic
  • Customer Support: Premium Support

Based upon the Number of Users, the pricing plan varies.

Premium
$20 /User/Month

A complete help desk solution with unlimited inboxes and advanced features like ticket routing, child tickets, API, white label & more.

Features

  • Unlimited Tickets: Unlimited
  • Inboxes: 5
  • Departments & Teams: 5
  • Ticket History: Unlimited
  • Includes features of Essentials plan, plus
  • Reports: Advanced
  • Ticket Routing
  • Child Tickets
  • Audit & Admin Controls
  • File Attachments: 20 MB
  • Business Hours
  • ProProfs Survey Maker: Survey Maker Premium ($120 per Year and $20 per Month)
  • Custom Fields & Filters
  • API & Single Sign-On
  • White Label
  • Custom License, Enterprise Security & Ownership
  • Vault
  • Integrations: Advanced

Based upon the Number of Users, the pricing plan varies.

Enterprise
Custom

For advanced support teams needing multiple users, enterprise security, custom integrations & automations, SSO

Features

  • Includes features of Premium plan, plus
  • Inboxes: Unlimited
  • Departments & Teams: Unlimited
  • Customer Support: Onboarding & Success Manager
View Price Page
Suite Team
$59 /User/Month

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - Single
  • Easy-to-set up automations & workflows
  • AI-powered automated answers - Up to 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics: PreBuilt
  • Data and file storage: Standard
  • 1,000+ apps and integrations: PreBuilt
  • Robust APIs: Standard Rate Limit
  • Online support from the Zendesk team
  • Onboarding and adoption guidance
Suite Growth
$99 /User/Month

Features

  • Includes features of Suite Team plan, plus
  • Help center - Multiple
  • Easy-to-set up automations and workflows with additional options
  • AI-powered automated answers - Up to 100
  • Data and file storage: Intermediate
  • 1,000+ apps and integrations: PreBuilt and Custom
  • Robust APIs: Advanced Rate Limit
  • Self-service customer portal
  • AI-powered knowledge management
  • Customisable ticket layouts
  • Light access licenses: Upto 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
Suite Professional
$125 /User/Month

Features

  • Includes features of Suite Growth plan, plus
  • AI-powered automated answers - Up to 500
  • Routing based on agent status, capacity and skills, as well as conversation priority
  • Reporting and analytics - Prebuilt and Custom
  • Light access licenses: Upto 100
  • Live agent activity dashboard: Viewable
  • Integrated community forums
  • Private conversation threads
  • Customisable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services
Suite Enterprise
$199 /User/Month

Features:

  • All the core elements needed for excellent customer support, and
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses - Upto 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard - Customisable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs - Enterprise Rate Limit
  • AI-powered triage and conversation insights - Retail Only
View Price Page
Freelancer
$29 /Month

The essentials to provide basic support for clients

Features

  • 1 agent
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
Startup
$69 /Month

For aspiring teams getting traction

Features

  • 4 agents
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
Company
$129 /Month

Established profitable businesses

Features

  • 7 agents
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
  • Downloadable backup
Enterprise
$249 /Month

Big and serious enterprises with thousands of clients

Features

  • 9 agents, $29 extra
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
  • Downloadable backup
  • Hide "powered by Jitbit"
  • Expedited support
  • HIPAA compliance, BAA
Small (For Your Server)
$2199 Others

Medium sized support teams

Features

  • 10 agents
  • Free upgrades for 1 year
  • Perpetual license
Company (For Your Server)
$3799 Others

For established profitable businesses

Features

  • 20 agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
Enterprise (For Your Server)
$6499 Others

For enterprise-scale internal & external support

Features

  • Unlimited agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
  • Expedited support
Source Codes
Custom

Need to review and modify the source codes

Features

  • Unlimited agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
  • Expedited support
  • Source codes included
View Price Page

SCREENSHOTS

Kayako Screenshots
ProProfs Help Desk Screenshots
Zendesk Support Screenshots
Jitbit Helpdesk Screenshots
View 4 screenshot(s)

INTEGRATIONS

  • Salesforce Marketing Cloud Account Engagement (formerly Pardot)
  • Slack
  • Hootsuite
  • Basecamp
  • Trello
  • GitHub
  • PayPal
  • Zapier
  • Google Calendar
  • InsightSquared
  • Stripe Payments
  • Campaign Monitor
  • MailChimp
  • Constant Contact
  • GetResponse
  • Zuora Billing
  • Jira
  • Citrix Podio
  • Recurly
  • Gmail
  • Pivotal Tracker
  • Customer Thermometer
  • Dropbox Business
  • Chargebee
  • BigCommerce
  • Typeform
  • SurveyMonkey
  • Quickbooks
  • Freshbooks
  • Geckoboard
  • Xero
  • Eventbrite
  • Intercom
  • WordPress
  • Joomla
  • ActiveCampaign
  • Drupal
  • Nimble
  • Zoho CRM
  • Google Drive
  • HubSpot CRM
  • WooCommerce
  • Google Analytics
  • Salesforce
  • Pipedrive CRM
  • Shopify
  • Yammer
  • 123FormBuilder
  • ProProfs Knowledge Base
  • Salesforce
  • ProProfs Chat
  • ProProfs Project
    NA
  • WordPress
  • Visual Studio IDE
  • Dropbox Business
  • Asana
  • Slack
  • SurveyMonkey
  • GitHub
  • Trello
  • GitLab
  • Harvest
  • Google Drive
  • Zapier
  • Jira

ALTERNATIVES

Top alternatives to Kayako

Jason AI
Jason AI
Zendesk Talk
Zendesk Talk
Freshdesk
Freshdesk
SysAid
SysAid
Zoho Desk
Zoho Desk

Top alternatives to ProProfs Help Desk

Freshdesk
Freshdesk
SysAid
SysAid
Zoho Desk
Zoho Desk
Help Scout
Help Scout
LiveAgent
LiveAgent