FreshService vs Kayako: Which Should You Choose in 2026?
Choosing between FreshService and Kayako comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
By Toolradar Team · Last updated February 28, 2026 · Methodology
Short on time? Here's the quick answer
We've tested both tools. 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 the higher-rated option (8.1/10 vs 7.2/10)
- • You want to try before committing
- • You need help desk features specifically
- • Cloud-based IT service management (ITSM) platform by Freshworks
- • ITIL-ready with incident, problem, change, and asset management
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You need workflow automation features specifically
- • Unified customer service platform combining email, chat, and social support
- • Builds complete customer journey maps across all touchpoints
| At a Glance |  FreshService |  Kayako |
|---|---|---|
Price | Free + Paid | Paid |
Best For | Help Desk | Workflow Automation |
Rating | 81/100 | 72/100 |
| Feature | FreshService | Kayako |
|---|---|---|
| Pricing Model | Freemium | Paid |
| Editorial Score | 81 | 72 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 0 | 0 |
| Categories | Help DeskIncident Management | Workflow AutomationAI for Customer Service |
How FreshService and Kayako Compare
FreshService
AI-powered ITSM platform for simple, scalable IT service and business team collaboration.
Free tier available · 81/100 score
Kayako
Unified customer service platform for modern support teams
Paid · 72/100 score
FreshService is a help desk tool. Kayako is in workflow automation.
Who Should Use What?
On a budget?
FreshService has a free tier. Kayako is paid only.
Go with: FreshService
Want the highest-rated option?
FreshService: 81/100. Kayako: 72/100.
Go with: FreshService
Value user reviews?
Neither has user reviews yet.
Go with: FreshService
3 Questions to Help You Decide
What's your budget?
FreshService is freemium. Kayako is paid. FreshService lets you start free.
What's your use case?
FreshService is a help desk tool. Kayako is in workflow automation. Pick the category that matches your needs.
How important are ratings?
FreshService scores higher: 81/100 vs 72/100.
Key Takeaways
FreshService
- Higher score: 81/100 vs 72
- Free tier available
- Our pick for this comparison
Kayako
- Better fit for workflow automation
The Bottom Line
FreshService (81/100) is our pick.
Frequently Asked Questions
Is FreshService or Kayako better?
FreshService scores 81/100 in our evaluation. FreshService is freemium and Kayako is paid.
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 is freemium (free tier + paid plans). Kayako is a paid tool. Visit their websites for detailed pricing.