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.
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 to try before committing
- • Free open-source support ticketing system used by 15,000+ businesses
- • Routes inquiries from email, web forms, and API into one dashboard
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • Unified customer service platform combining email, chat, and social support
- • Builds complete customer journey maps across all touchpoints
| At a Glance |  osTicket |  Kayako |
|---|---|---|
Starts at | FreeFree tier available | $30/agent/monthGrowth |
Best For | Customer Support | Customer Support |
Rating | 4.3/5 | 4.0/5 |
Choose osTicket or Kayako?
Choose osTicket if
Open source support ticket system
- Completely free and open-source for self-hosting
- Used by 15,000+ businesses worldwide
- Affordable cloud hosting at $12/agent/month
- You want a free tier before you commit
Choose Kayako if
Unified customer service platform for modern support teams
- Great context across conversations
- Collaborative agent features
- Clean interface
| Feature | osTicket | Kayako |
|---|---|---|
| Pricing Model | Freemium | Paid |
| User Rating | ★4.3/5 119 reviews | ★4.0/5 401 reviews |
| Categories | Customer SupportEmail | Customer SupportLive Chat |
In-Depth Analysis
osTicket
Open source support ticket system
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
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 (119 reviews). Kayako: 4.0/5 (401 reviews).
Go with: osTicket
Value user reviews?
osTicket: 119 reviews (4.3/5). Kayako: 401 reviews (4.0/5).
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 4.0/5.
Key Takeaways
Kayako
- Larger review base (401 reviews)
- Our pick for this comparison
osTicket
- Has a free tier
- Higher user rating: 4.3/5 vs 4.0/5
The Bottom Line
Kayako is our 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.