FreshService vs Kayako: Pricing and Ratings Compared (2026)
Entry prices and free plans as read on each vendor's pricing page, and user ratings as published on review sites, for FreshService and Kayako side by side. This page compares data; it is not a hands-on review.
On the data: On the data below, FreshService leads on higher user rating; Kayako leads on lower entry price. We do not name an overall winner for this pair.
Short on time? Here's the quick answer
Based on published vendor pricing and features and on public review data, here's who should pick what:
FreshService
AI-powered ITSM platform for simple, scalable IT service and business team collaboration.
Best for you if:
- • You want intuitive interface - easy to learn
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You want great context across conversations
| At a Glance | FreshService | Kayako |
|---|---|---|
Starts at | From $19/mo, billed monthly Starter plan | From $1/mo Kay plan |
Category | Customer Support Help Desk | Customer Support Live Chat |
Rating | 4.6/5 G2 4.6 · SourceForge 4.4 1,364 reviews | 4.1/5 G2 4.1 · Capterra 4.0 403 reviews |
Free plan | No | No |
Choose FreshService or Kayako?
Choose FreshService if
- You want intuitive interface - easy to learn
- You want strong ITIL alignment out of the box
Choose Kayako if
- You want great context across conversations
- You want collaborative agent features
- Budget matters ($1/mo vs $19/mo, billed monthly)
In-Depth Analysis
FreshService
AI-powered ITSM platform for simple, scalable IT service and business team collaboration.
FreshService's pricing, starting at $19/month for Starter and scaling to $119/month for Enterprise, is competitive for an AI-powered ITSM platform.
Strengths
- Pro: Intuitive interface - easy to learn
- Pro: Strong ITIL alignment out of the box
- Pro: Excellent mobile apps
- Pro: Good value compared to ServiceNow
- Pro: AI-powered virtual agent (Freddy)
Weaknesses
- Con: Per-agent pricing adds up with large teams
- Con: Some advanced features only in higher tiers
- Con: Reporting could be more powerful
- Con: Limited customization in lower tiers
Key features
Kayako
Unified customer service platform for modern support teams
It's best suited for businesses prioritizing a unified platform and willing to pay a premium for comprehensive features.
Strengths
- Pro: Great context across conversations
- Pro: Collaborative agent features
- Pro: Clean interface
Weaknesses
- Con: Pricing can add up with larger teams
- Con: Mobile app could be better
- Con: Limited customization options
Key features
Plans and prices: FreshService vs Kayako
| Tool | Plans and prices | Source |
|---|---|---|
| FreshService |
| freshworks.com/freshservice/pricing read Oct 30, 2026 |
| Kayako |
| kayako.com/pricing read Nov 2, 2026 |
Prices as read on each vendor's own pricing page on the date shown. Plans are listed per tool and are not matched against the other tool's plans: a plan name or price in one column says nothing about the same row in the other. Details on FreshService pricing and Kayako pricing.
Key Takeaways
FreshService
- Higher user rating: 4.6/5 vs 4.1/5
Kayako
- Lower entry price: $1/mo vs $19/mo, billed monthly
What the data shows
On the data below, FreshService leads on higher user rating; Kayako leads on lower entry price. We do not name an overall winner for this pair.
- FreshService has the higher user rating (4.6/5 from 1,364 reviews for FreshService, 4.1/5 from 403 reviews for Kayako).
- Kayako has the lower entry price: $1/mo (Kay) against $19/mo, billed monthly (Starter) for FreshService.
Criteria: user rating (only above 20 reviews on both sides, gap of 0.2 or more), entry price (only on the same billing basis), free plan. How we rate
Frequently Asked Questions
How do FreshService and Kayako compare in 2026?
On the data below, FreshService leads on higher user rating; Kayako leads on lower entry price. We do not name an overall winner for this pair. FreshService has the higher user rating (4.6/5 from 1,364 reviews for FreshService, 4.1/5 from 403 reviews for Kayako). Kayako has the lower entry price: $1/mo (Kay) against $19/mo, billed monthly (Starter) for FreshService.
What are FreshService and Kayako used for?
FreshService: AI-powered ITSM platform for simple, scalable IT service and business team collaboration. Kayako: Unified customer service platform for modern support teams.
What does FreshService cost vs Kayako?
FreshService's cheapest paid plan is Starter at $19/mo, billed monthly. Kayako's cheapest paid plan is Kay at $1/mo. Prices read on the vendors' pricing pages, latest check Nov 2, 2026.
What's the main difference between FreshService and Kayako?
FreshService's main strength: intuitive interface - easy to learn. Kayako's main strength: great context across conversations.