Home > Help Desk Software > Kayako > Kayako vs Incident IQ

Kayako vs Incident IQ

Last Updated: November 18th, 2024

Our analysts compared Kayako vs Incident IQ based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

Get Free Demo Demo Request Pricing Pricing

Product Basics

Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility.

Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support.

Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.

Incident IQ is a help desk software that centralizes and automates support processes for businesses. It's ideal for organizations looking to streamline their IT support, customer service, and employee self-service. The software offers a range of features including ticketing, knowledge base management, automation, reporting, and analytics. Incident IQ is known for its intuitive interface, customization options, and ability to integrate with other business systems.

Benefits of Incident IQ include improved efficiency through automation, enhanced collaboration, increased customer satisfaction, and actionable insights from analytics. Its pricing is based on the number of agents and starts at $49 per agent per month, billed annually.

Compared to similar products, Incident IQ is praised for its user-friendliness, flexibility, and robust feature set. Users appreciate its ability to adapt to their specific needs and workflows. Incident IQ's customer support is also highly rated for its responsiveness and helpfulness.

$15 Monthly

Free Trial is available →

Get a free price quote

Tailored to your specific needs

$49/Agent, Monthly

Free Trial is unavailable →

Get a free price quote

Tailored to your specific needs

Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Increase Support Effectiveness: Enforce workforce SLAs and standardize performance quality across staff. Automate common tasks such as sending reminders and notifications, escalating queries, assigning conversations, and optimizing response and resolution times.
Offer Stellar Self-Service: Help customers find solutions without the need for a live agent through step-by-step troubleshooters and a comprehensive knowledge base. Answer queries at all hours with an AI-powered Instant Response System.
Ensure Quality: Use knowledge base ratings and customer satisfaction surveys to measure agent performance. Gain insight into marketing segmentation, projected customer behavior and areas of improvement through reports.
Engage Leads: Turn website visitors into potential customers with geographical visitor monitoring, proactive live chat and click-to-call (VoIP).
Integrate Easily: Extend your customer support platform by integrating with APIs for products such as Zapier, Slack and Salesforce.

Streamlined Communication: Centralize all incident and request data into a single, easy-to-access platform, ensuring seamless communication between teams and efficient issue resolution.
Enhanced Collaboration: Foster teamwork by enabling real-time collaboration, knowledge sharing, and assignment of tasks, empowering teams to resolve issues swiftly and effectively.
Improved Productivity: Automate routine tasks, such as ticket routing and escalation, freeing up valuable time for technicians to focus on complex problem-solving and proactive service delivery.
Increased Customer Satisfaction: Provide personalized support experiences by tracking customer interactions, prioritizing high-impact issues, and offering self-service options, leading to increased customer loyalty and reduced churn.
Optimized Resource Allocation: Gain visibility into team workload and resource utilization, allowing managers to allocate resources strategically, prevent bottlenecks, and ensure efficient operations.
Data-Driven Insights: Generate comprehensive reports and analytics that provide actionable insights into incident trends, performance metrics, and customer feedback, empowering informed decision-making.
Improved Incident Response Time: Leverage automated alerts, customizable escalation rules, and knowledge base integration to reduce response times, minimize downtime, and restore services promptly.
Reduced IT Costs: Streamline IT operations, reduce the need for manual processes, and optimize resource allocation, resulting in significant cost savings for the organization.
Enhanced Security: Protect sensitive data with robust security measures, including role-based access controls, encryption, and compliance with industry standards, ensuring data integrity and regulatory adherence.
Continuous Improvement: Access ongoing support, product updates, and access to a community of experts, enabling organizations to continuously enhance their service delivery and stay ahead of the curve.

Self-Service: Give customers access to resources such as self-help articles, FAQs, videos and 24/7 virtual support help with automated replies to common questions. Monitor search terms to identify gaps and optimize content according to customer needs.
SingleView: Capture entire customer journeys in a centralized, easy-to-use visualization. Easily enable collaboration among employees with unified resources.
Live Chat: Provide convenient service to customers with instant chats on web and mobile platforms. Send proactive messages based on information from conversations and behavior.
Integration: Build intelligent, multi-step workflows across various channels and apps in a few clicks. Automate systems to organize, customize and provide proactive support to customers. Generate reports to forecast customer behavior and strategically adapt business practices.
Shared Inbox: Manage all conversations with customers in a central location. Categorize and route discussions to the most appropriate agents automatically. Access records of entire customer contact history.
Ticketing Software: Assign and prioritize tickets through an AI-supported ticketing system. Sort communications by keyword and category in team inboxes.

Intuitive User Interface: An easy-to-navigate interface simplifies ticket management and reduces training time.
Centralized Ticketing System: Streamlines incident tracking by consolidating tickets from multiple channels into a single, organized view.
Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, improving efficiency.
SLA Management: Ensures compliance with service level agreements by monitoring response and resolution times.
Knowledge Base: Provides a centralized repository for troubleshooting resources, reducing resolution times and improving self-service capabilities.
Reporting and Analytics: Offers customizable reports and dashboards for data-driven insights into incident trends and performance metrics.
Mobile App: Enables remote access to incident management, allowing technicians to resolve issues on the go.
Integrations: Seamlessly integrates with popular CRM, ITSM, and productivity tools, enhancing collaboration and data sharing.
SLA Tracking: Proactively monitors service level agreements and provides alerts to prevent breaches.
Customizable Dashboards: Allows users to tailor their dashboards with relevant metrics and widgets for personalized insights.
AI-Powered Insights: Utilizes artificial intelligence to analyze incident data, identify patterns, and provide proactive recommendations.

Product Ranking

#21

among all
Help Desk Software

#54

among all
Help Desk Software

Find out who the leaders are

Analyst Rating Summary

we're gathering data

Show More Show More

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Kayako

Incident IQ

+ Add Product + Add Product

50%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

100%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

67%

33%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

86%

14%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

64%

36%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

40%

60%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

63%

37%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

67%

33%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

88%

12%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

58%

42%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

89%

11%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

User Sentiment Summary

81%

of users recommend this product

Kayako has a 'great' User Satisfaction Rating of 81% when considering 551 user reviews from 5 recognized software review sites.

93%

of users recommend this product

Incident IQ has a 'excellent' User Satisfaction Rating of 93% when considering 33 user reviews from 1 recognized software review sites.

4.9 (16)

n/a

4.1 (197)

n/a

3.99 (162)

4.67 (33)

4.0 (156)

n/a

3.2 (20)

n/a

Awards

Synopsis of User Ratings and Reviews

User-Friendly Interface: Kayako's intuitive design makes it easy for users to navigate and find the information they need quickly.

Comprehensive Features: Kayako offers a wide range of features, including ticketing, knowledge base, live chat, and reporting, all in one platform.

Automation Capabilities: Kayako's automation tools, such as auto-responders and ticket routing, streamline workflows and save time.

Mobile Accessibility: Kayako's mobile app allows users to access and manage their help desk from anywhere, at any time.

Excellent Customer Support: Kayako's support team is highly responsive and provides personalized assistance to users.

Extensive Integrations: Incident IQ seamlessly integrates with a wide range of ITSM and productivity tools, allowing for streamlined workflows and efficient collaboration.

Intuitive User Interface: Its user-friendly design and customizable dashboards make it easy for teams to navigate, access information, and resolve incidents quickly.

Automated Incident Management: Incident IQ automates repetitive tasks, such as ticket routing and escalation, freeing up IT teams to focus on more complex issues.

Advanced Analytics and Reporting: Provides comprehensive insights into incident trends, root causes, and team performance, enabling data-driven decision-making.

Excellent Customer Support: Incident IQ's dedicated support team is highly responsive and provides valuable assistance in resolving issues and maximizing the platform's capabilities.

Limited Customization: Users complain about Kayako's limited customization options, making it difficult to tailor the software to their specific business needs.

Complex User Interface: Kayako's user interface is often criticized for being overly complex and difficult to navigate, leading to a steep learning curve for new users.

Frequent Bugs and Glitches: Users report experiencing frequent bugs and glitches within Kayako, which can disrupt their workflow and hinder productivity.

Slow Response Times: Kayako's response times for support queries have been reported as slow, leaving users waiting for extended periods to resolve issues.

Lack of Integration Options: Kayako's limited integration options make it challenging to connect with other business applications, hindering seamless data flow and automation.

Inconsistent Interface: Users report that the interface can be confusing and inconsistent, making it difficult to navigate and find the information they need.

Limited Reporting Capabilities: Users complain that the reporting capabilities are limited, making it difficult to get the insights they need to improve their operations.

Lack of Customization: Users express frustration that the software lacks customization options, making it difficult to tailor it to their specific needs.

Slow Performance: Users report that the software can be slow and unresponsive, especially during peak times.

Poor Customer Support: Users complain that the customer support is unresponsive and unhelpful, making it difficult to resolve issues.

Kayako is well-regarded by users for its comprehensive feature set, intuitive interface, and excellent customer support. Many users find it to be a superior alternative to Zendesk due to its more affordable pricing, customizable automation, and robust reporting capabilities. Additionally, Kayako's omnichannel support, which allows for seamless communication across multiple channels, sets it apart from other help desk software. However, some users have reported occasional glitches and limited customization options compared to more expensive competitors. Nevertheless, Kayako remains a highly recommended choice for businesses seeking a reliable and user-friendly help desk solution, particularly for those looking for an affordable and feature-rich option. Its strengths in automation, reporting, and omnichannel support make it an excellent fit for businesses looking to streamline their customer support operations and provide a seamless customer experience.

Incident IQ, the Help Desk Software, has received positive reviews in the last year, with users highlighting its strengths in usability, customization, and reporting capabilities. It's praised for its intuitive interface and simple setup process, making it easy for teams to adopt and use. The software's customization options allow users to tailor it to their specific workflows and needs, enhancing efficiency and productivity. Additionally, Incident IQ's robust reporting features provide valuable insights into team performance and areas for improvement, helping organizations optimize their support operations. In comparison to similar products, Incident IQ stands out due to its focus on automation and collaboration. It automates repetitive tasks, such as ticket routing and escalation, freeing up agents to focus on more complex issues. The software also fosters collaboration through features like team messaging and knowledge sharing, improving communication and reducing resolution times. Incident IQ is best suited for organizations looking for a user-friendly, customizable, and feature-rich help desk solution. Its automation capabilities and collaborative features make it an ideal choice for teams that prioritize efficiency and teamwork. By leveraging Incident IQ's strengths, organizations can enhance their support operations, improve customer satisfaction, and drive business success.

Screenshots

Top Alternatives in Help Desk Software

Freshdesk

Front

Gorgias

HappyFox

Help Scout

HubSpot Service Hub

Intercom

Jira

Jitbit

LiveAgent

LiveChat

Salesforce Service Cloud

ServiceNow

TeamSupport

Teamwork Desk

Vision Helpdesk

Zendesk

Zoho Desk

Related Categories

AI Chatbots

Chatbot Platforms

Chatbot Software

Chatbots For Support

Conversational AI Platforms

Customer Service Software

Email Ticketing Systems

Help Desk CRM Software

Help Desk Software For Schools

Issue Tracking Software

Knowledge Management Software

Live Chat For Customer Service & Support

Live Chat Software

Online Help Desk Software

Remote Help Desk Software

Service Request Software

Ticketing Software

CMMS Software

Enterprise Inventory Management Software

Facility Management Software

Help Desk CRM Software

HR Management Software

HRIS Systems

Inventory Management Software

Remote Help Desk Software

Compare other software products using the SelectHub platform

FAQ

How can I do a in-depth comparison of Kayako and Incident IQ? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

What are the top-rated propducts for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Which Help Desk Software is rated the highest by users? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Is there a requirement template for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

SelectHub Products Reporting and Analytics

Build Your Requirements

SelectHub Products Cost and Pricing Guide

Get Your Free Comparison Report

Table settings

Expand all details

Expand all scores

Collapsed view

Priority order