Zoho Desk vs Kayako: Which Should You Choose in 2026?
Choosing between Zoho Desk 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:
Zoho Desk
Customer service software for businesses
Best for you if:
- • You want to try before committing
- • You need help desk features specifically
- • You need customer service software for businesses
- • You want to start free and upgrade later
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You want the higher-rated option (7.2/10 vs 0.0/10)
- • You need ai for customer service features specifically
- • Unified customer service platform combining email, chat, and social support
- • Builds complete customer journey maps across all touchpoints
| At a Glance |  Kayako | |
|---|---|---|
Price | Free + Paid | Paid |
Best For | Help Desk | AI for Customer Service |
Rating | —/100 | 72/100 |
| Feature | Zoho Desk | Kayako |
|---|---|---|
| Pricing Model | Freemium | Paid |
| Editorial Score | — | 72 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 200 | 0 |
| Categories | Help DeskLive Chat | AI for Customer ServiceWorkflow Automation |
Understanding the Differences
Both Zoho Desk and Kayako solve similar problems, but they approach them differently.Zoho Desk positions itself as "customer service software for businesses" while Kayakofocuses on "unified customer service platform for modern support teams". These differences matter depending on what you're trying to accomplish.
When to Choose Zoho Desk
Zoho Desk makes sense if you're looking for a budget-friendly option with a free tier solution.
When to Choose Kayako
Kayako is worth considering if you need a professional-grade tool. Scoring 72/100, it edges ahead in our evaluation.
Who Should Use What?
Bootstrapped or small team?
When every dollar counts, Zoho Desk lets you get started without pulling out your credit card.
We'd pick: Zoho Desk
Growing fast?
Your team doubled last quarter and you need tools that won't break when you add 50 more people. Kayako is built for teams that are leveling up.
We'd pick: Kayako
Enterprise with complex needs?
You need SSO, compliance certifications, and a support team that picks up the phone. Kayako takes enterprise seriously.
We'd pick: Kayako
Still not sure? Answer these 3 questions
How much can you spend?
Tight budget? Start free with Zoho Desk, upgrade when you're ready.
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 Kayako higher (72/100). But the community has upvoted Zoho Desk more (200 votes). Pick your source of truth.
Key Takeaways
What Kayako Does Better
- Higher overall score (72/100)
- Our recommendation for most use cases
Consider Zoho Desk If
- You want to start free and scale later
- 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 Kayako (72/100). But the honest answer is that "better" depends on your situation. Kayako scores higher in our analysis, but Zoho Desk 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 Zoho Desk or Kayako better?
Based on our analysis, Kayako scores higher with 72/100. Zoho Desk isfreemium while Kayako is paid. The best choice depends on your specific needs and budget. We recommend testing both with free trials if available.
Can I switch from Zoho Desk to Kayako 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 Zoho Desk and Kayako offer free trials?
Most software in this category offers free trials or free tiers. Zoho Desk is freemium with a free tier.Kayako is paid with potential trial. Visit their websites for current trial offers.