osTicket vs Kayako: Which is Better in 2026?
Choosing between osTicket 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.
Bottom line: Kayako wins this matchup. Zoho Desk is our overall Customer Support pick. Zoho Desk is our free Customer Support pick. Pick osTicket if you need a free tier to start with.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
osTicket
Open source support ticket system
Best for you if:
- • You want a free tier before you commit
- • You want completely free and open-source for self-hosting
- • You want used by 15,000+ businesses worldwide
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You want great context across conversations
- • You want collaborative agent features
| At a Glance | osTicket | Kayako |
|---|---|---|
Starts at | FreeFree tier available | $30/agent/monthGrowth |
Best For | Customer Support | Customer Support |
Rating | 4.3/5 | 4.1/5 |
Free plan | Yes | No |
Choose osTicket or Kayako?
Choose osTicket if
Open source support ticket system
- You want a free tier before you commit
- You want completely free and open-source for self-hosting
- You want used by 15,000+ businesses worldwide
Choose Kayako if
Unified customer service platform for modern support teams
- You want great context across conversations
- You want collaborative agent features
| Feature | osTicket | Kayako |
|---|---|---|
| Pricing Model | Freemium | Paid |
| User Rating | ★4.3/5 121 reviews | ★4.1/5 403 reviews |
| Categories | Customer SupportEmail | Customer SupportLive Chat |
In-Depth Analysis
osTicket
Open source support ticket system
osTicket's pricing is incredibly generous, offering a full-featured open-source version for $0.
Watch out
No explicit mention of storage limits on cloud plan
Strengths
- +Completely free and open-source for self-hosting
- +Used by 15,000+ businesses worldwide
- +Affordable cloud hosting at $12/agent/month
- +Full source code access for customization
- +Active community with plugins and extensions
Weaknesses
- -Self-hosted version requires server management expertise
- -UI feels dated compared to modern help desk tools
- -Limited native integrations out of the box
- -No built-in live chat or chatbot functionality
- -Documentation could be more comprehensive
Key features
Kayako
Unified customer service platform for modern support teams
Kayako's pricing is on the higher side compared to some market alternatives, with the Growth tier starting at $30 per agent/month.
Strengths
- +Great context across conversations
- +Collaborative agent features
- +Clean interface
Weaknesses
- -Pricing can add up with larger teams
- -Mobile app could be better
- -Limited customization options
Key features
Pricing: osTicket vs Kayako
| Plan | osTicket | Kayako |
|---|---|---|
| Tier 1 | N/A | $30 /agent/month Growth |
| Tier 2 | N/A | $60 /agent/month Scale |
| Tier 3 | N/A | custom Enterprise |
Pricing verified from each vendor's public pricing page. Compare in detail on osTicket pricing and Kayako pricing.
Who Should Use What?
On a budget?
osTicket has a free tier. Kayako is paid only.
Go with: osTicket
Want the highest-rated option?
osTicket: 4.3/5 (121 reviews). Kayako: 4.1/5 (403 reviews).
Go with: osTicket
Value user reviews?
osTicket: 121 reviews (4.3/5). Kayako: 403 reviews (4.1/5).
Go with: Kayako
3 Questions to Help You Decide
What's your budget?
osTicket is freemium. Kayako is paid. osTicket lets you start free.
What's your use case?
Both are customer support tools. Compare their specific features to decide.
How important are ratings?
osTicket is rated higher: 4.3/5 vs 4.1/5.
Key Takeaways
Kayako
- Larger review base (403 reviews)
- Our pick for this comparison
osTicket
- Has a free tier
- Higher user rating: 4.3/5 vs 4.1/5
The Bottom Line
Kayako wins this matchup. Zoho Desk is our overall Customer Support pick. Zoho Desk is our free Customer Support pick. osTicket has a free tier if you want to test without paying.
Frequently Asked Questions
Is osTicket or Kayako better?
Kayako is rated in our evaluation. osTicket is freemium and Kayako is paid.
What are osTicket and Kayako used for?
osTicket: Open source support ticket system. Kayako: Unified customer service platform for modern support teams.
What does osTicket cost vs Kayako?
osTicket is freemium (free tier + paid plans). Kayako is a paid tool. Visit their websites for detailed pricing.