Jira Service Desk vs Kayako

Overview

Kayako

Stacks12

Followers19

Votes23

Jira Service Desk

Stacks251

Followers163

Votes1

Jira Service Desk vs Kayako: What are the differences?

Customization and flexibility: Jira Service Desk provides a high level of customization and flexibility, allowing users to tailor workflows and configurations to suit their specific needs. In contrast, Kayako has limited customization options, restricting users in optimizing the platform to their unique requirements.
Integration capabilities: Jira Service Desk offers seamless integration with a wide range of third-party tools and applications, facilitating a streamlined workflow and enhanced productivity. Kayako, on the other hand, has limited integration capabilities, potentially causing compatibility issues with other systems.
Reporting and analytics: Jira Service Desk provides advanced reporting and analytics features, enabling users to gather insights into performance metrics, customer satisfaction, and efficiency. Kayako lacks comprehensive reporting tools, which may hinder businesses in making data-driven decisions and analyzing their support operations effectively.
Scalability and enterprise support: Jira Service Desk is designed to support large-scale enterprises with complex requirements, offering robust scalability and enterprise-level support. On the contrary, Kayako is more suitable for small to medium-sized businesses, lacking the extensive scalability and dedicated enterprise support that Jira Service Desk provides.
Automation and SLA management: Jira Service Desk offers powerful automation capabilities and efficient SLA management tools, allowing organizations to streamline their service delivery processes and ensure timely resolution of customer issues. Kayako may have limited automation features and SLA management functionalities, potentially leading to slower response times and less efficient service delivery.

In Summary, Jira Service Desk stands out with its extensive customization, integration capabilities, advanced reporting tools, scalability, automation features, and SLA management, making it a preferred choice for large enterprises with complex support needs, while Kayako may be more suitable for smaller businesses with simpler requirements.

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Detailed Comparison

Kayako	Jira Service Desk
Kayako a customer service platform that helps businesses connect with their customers and deliver a better customer support experience over the web, email, live chat and phone. Kayako is available in the cloud and on-premise.	It lets you receive, track, manage and resolve requests from your team's customers. It is built for IT, support, and internal business teams, it empowers teams to track, prioritize, and resolve service requests, all in one place.
Support ticketing with email integration;Live chat widgets for your helpdesk and your website;Real-time visitor monitoring;Track and record phone calls;Rich self-service helpdesk;Advanced ticket workflows, rules and automations;Custom fields for tickets, chats and customers;Rich customer and organization profiles for CRM;Support for multiple plans;Manage ticket reply and resolution deadlines;Define business hours for accurate performance tracking;Automatic escalation rules ensures nothing slips through;Native mobile apps for iOS, Android, Windows and Blackberry;Mobile live chat with the Jabber gateway;100+ out-of-the-box helpdesk reports;Build custom reports with the Kayako Query Language;Schedule reports to be automatically delivered to your inbox;Multi-lingual customer support and localizations;Full control over the look and feel of the helpdesk;REST API, integrates with your apps and backend systems	Request Management; Incident Management; Problem Management; Change Management; Asset Management; Configuration Management; Knowledge Management
Statistics
Stacks 12	Stacks 251
Followers 19	Followers 163
Votes 23	Votes 1
Pros & Cons
Pros 3 Easy to customize 3 Possible to host on your own 3 API access 3 Module based extensions 3 OS independent frontend	Pros 1 Integration with Jira and Confluence

What are some alternatives to Kayako, Jira Service Desk?

Zendesk

Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

UserVoice

UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer relationships that last.

Help Scout

With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.

Desk.com

Desk.com lets you see all your customers in one place and engage them across all your support channels (Twitter, Facebook, phone, email, chat and discussion boards) in one easy-to-use desktop. Be there for your customers — anytime, anywhere.

Groove

Build better customer experiences with Groove

FreshDesk

Freshdesk is an on demand customer support software that works across multiple support channels.

Zammad

It is a web based open source helpdesk/customer support system with many features to manage customer communication via several channels like telephone, facebook, twitter, chat and e-mails.

Vision Helpdesk

It is an all-in-one Help Desk platform for businesses of all sizes. In addition to its basic help desk capabilities, it offers ITSM Service Desk Software & Live Chat Software.

Jitbit Helpdesk

Jitbit is a ticketing system for customer service teams, offered both as a "SaaS" cloud hosted solution, and an "on-premise" version that you can install on your own server. Has everything you'd expect from a help desk software, but lowest possible price.

Gorgias

It builds a multi-channel helpdesk integrated with e-commerce merchants' back-office. It allows merchants to manage all their support from one place. It connects all business apps and all communication channels to provide support agents a unified view of their customers.

Related Comparisons

Jira Service Desk vs Kayako: What are the differences?

Customization and flexibility: Jira Service Desk provides a high level of customization and flexibility, allowing users to tailor workflows and configurations to suit their specific needs. In contrast, Kayako has limited customization options, restricting users in optimizing the platform to their unique requirements.
Integration capabilities: Jira Service Desk offers seamless integration with a wide range of third-party tools and applications, facilitating a streamlined workflow and enhanced productivity. Kayako, on the other hand, has limited integration capabilities, potentially causing compatibility issues with other systems.
Reporting and analytics: Jira Service Desk provides advanced reporting and analytics features, enabling users to gather insights into performance metrics, customer satisfaction, and efficiency. Kayako lacks comprehensive reporting tools, which may hinder businesses in making data-driven decisions and analyzing their support operations effectively.
Scalability and enterprise support: Jira Service Desk is designed to support large-scale enterprises with complex requirements, offering robust scalability and enterprise-level support. On the contrary, Kayako is more suitable for small to medium-sized businesses, lacking the extensive scalability and dedicated enterprise support that Jira Service Desk provides.
Automation and SLA management: Jira Service Desk offers powerful automation capabilities and efficient SLA management tools, allowing organizations to streamline their service delivery processes and ensure timely resolution of customer issues. Kayako may have limited automation features and SLA management functionalities, potentially leading to slower response times and less efficient service delivery.

Jira Service Desk vs Kayako

Overview