Kayako vs Freshdesk: Which Should You Choose in 2026?
Choosing between Kayako and Freshdesk 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.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
Kayako
Customer service software for growing teams
Best for you if:
- • You need customer feedback features specifically
- • You need customer service software for growing teams
- • You need professional-grade features
Freshdesk
Intuitive customer support software
Best for you if:
- • You want the higher-rated option (8.5/10 vs 0.0/10)
- • You want to try before committing
- • You need help desk features specifically
- • Cloud-based customer support software
- • Affordable alternative to Zendesk
| At a Glance |  Freshdesk | |
|---|---|---|
Price | Paid | Free + Paid |
Best For | Customer Feedback | Help Desk |
Rating | —/100 | 85/100 |
| Feature | Kayako | Freshdesk |
|---|---|---|
| Pricing Model | Paid | Freemium |
| Editorial Score | — | 85 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 202 | 0 |
| Categories | Customer FeedbackAI for Customer Service | Help DeskLive Chat |
Understanding the Differences
Both Kayako and Freshdesk solve similar problems, but they approach them differently.Kayako positions itself as "customer service software for growing teams" while Freshdeskfocuses on "intuitive customer support software". These differences matter depending on what you're trying to accomplish.
When to Choose Kayako
Kayako makes sense if you're looking for a comprehensive paid solution.
When to Choose Freshdesk
Freshdesk is worth considering if you need a flexible option with both free and paid tiers tool. Scoring 85/100, it edges ahead in our evaluation.
Who Should Use What?
Bootstrapped or small team?
Freshdesk won't cost you anything to start, which is exactly what early-stage teams need.
We'd pick: Freshdesk
Growing fast?
Your team doubled last quarter and you need tools that won't break when you add 50 more people. Freshdesk is built for teams that are leveling up.
We'd pick: Freshdesk
Enterprise with complex needs?
You need SSO, compliance certifications, and a support team that picks up the phone. Kayako is built for organizations like yours.
We'd pick: Kayako
Still not sure? Answer these 3 questions
How much can you spend?
Want to test first? Freshdesk has a free tier to get you started.
Do you care what other users think?
Both have similar review counts. Read a few before you commit.
Expert opinion or crowd wisdom?
Our team rated Freshdesk higher (85/100). But the community has upvoted Kayako more (202 votes). Pick your source of truth.
Key Takeaways
What Freshdesk Does Better
- Higher overall score (85/100)
- Our recommendation for most use cases
Consider Kayako If
- Its specific features better match your workflow
- You prefer its interface or design approach
The Bottom Line
If we had to pick one, we'd go with Freshdesk (85/100). But the honest answer is that "better" depends on your situation. Freshdesk scores higher in our analysis, but Kayako might be the right choice if its specific strengths align with what you need most. Take advantage of free trials to test both before committing.
Frequently Asked Questions
Is Kayako or Freshdesk better?
Based on our analysis, Freshdesk scores higher with 85/100. Kayako ispaid while Freshdesk is freemium. The best choice depends on your specific needs and budget. We recommend testing both with free trials if available.
Can I switch from Kayako to Freshdesk easily?
Migration difficulty varies. Check if both tools support data export/import in compatible formats. Some tools offer migration assistance or have integration partners who can help with the transition.
Do Kayako and Freshdesk offer free trials?
Most software in this category offers free trials or free tiers. Kayako is paid with potential trial.Freshdesk is freemium with a free tier. Visit their websites for current trial offers.