Home > Help Desk Software > Kayako > Kayako vs osTicket

Kayako vs osTicket

Last Updated: November 18th, 2024

Our analysts compared Kayako vs osTicket 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

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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.

osTicket is help desk software that streamlines support processes and enhances communication between agents and customers. It's designed for businesses of all sizes seeking an efficient way to manage support requests. Key benefits include centralized ticket management, automated workflows, and customizable reporting. Popular features encompass ticket assignment, knowledge base integration, and customer self-service options. Compared to other Help Desk Software, osTicket is generally praised for its user-friendliness, open-source nature, and cost-effectiveness.

Pricing is flexible, with a free version available for basic needs. Paid plans start at a modest monthly fee and offer additional features such as multi-channel support, SLA management, and enhanced reporting capabilities.

$15 Monthly

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Tailored to your specific needs

$10/User, Monthly

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Tailored to your specific needs

Small

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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

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Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

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Phone

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FAQ

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Knowledge Base

24/7 Live Support

Phone

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FAQ

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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.

Seamless Ticket Management: osTicket streamlines ticket creation, tracking, and resolution, providing a centralized platform for efficient support.
Enhanced Collaboration: Facilitate teamwork with shared notes, file attachments, and internal ticket comments, fostering collaboration between support agents.
Automated Workflows: Automate repetitive tasks such as ticket assignment, escalation, and notifications, freeing up agents' time for more complex issues.
Improved Customer Satisfaction: Provide prompt and personalized support through customizable ticket forms, reducing resolution times and enhancing customer experiences.
Powerful Reporting and Analytics: Track key performance indicators, identify trends, and generate reports to optimize support processes and improve efficiency.
Increased Agent Productivity: Empower agents with tools like canned responses, knowledge base access, and customizable dashboards, maximizing their productivity.
Scalability and Flexibility: Easily adapt osTicket to growing support needs by adding agents, departments, and custom fields, ensuring a scalable solution.
Open Source and Community-Supported: Benefit from a vibrant community of developers and users who contribute to osTicket's continuous improvement and support.

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.

Centralized Help Desk: Manage all support requests from a single, organized platform, improving efficiency and reducing response times.
Multi-Channel Support: Seamlessly handle support requests via email, web forms, live chat, and phone, providing a convenient and comprehensive support experience.
Ticket Automation: Automate routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on more complex issues.
Knowledge Base: Empower users to find self-help resources through a comprehensive knowledge base, reducing the number of support requests and improving customer satisfaction.
Reporting and Analytics: Gain valuable insights into support performance through detailed reports and analytics, enabling data-driven decision-making and continuous improvement.
SLA Management: Set and track service level agreements (SLAs) to ensure timely and consistent support, enhancing customer trust and loyalty.
Agent Collaboration: Facilitate seamless collaboration among support agents through internal notes, private messaging, and ticket sharing, improving issue resolution efficiency.
Customization: Tailor osTicket to specific business needs by customizing workflows, fields, and branding, ensuring a tailored support experience.
Integrations: Integrate osTicket with other business tools, such as CRM, billing systems, and project management software, streamlining operations and improving data flow.
Open Source: Access the full source code of osTicket, allowing for complete control and customization, and fostering a collaborative community of developers.

Product Ranking

#21

among all
Help Desk Software

#42

among all
Help Desk Software

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Analyst Rating Summary

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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.

86%

of users recommend this product

osTicket has a 'great' User Satisfaction Rating of 86% when considering 92 user reviews from 2 recognized software review sites.

4.9 (16)

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4.1 (197)

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3.99 (162)

4.32 (45)

4.0 (156)

4.3 (47)

3.2 (20)

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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.

Customization Options: osTicket's open-source nature allows for extensive customization to meet specific business needs, such as custom fields, automated workflows, and tailored reporting.

User-Friendly Interface: Its intuitive interface and easy-to-use dashboard simplify ticket management, reducing training time for help desk staff.

Integration Capabilities: osTicket seamlessly integrates with popular CRM, email, and knowledge base systems, enhancing productivity and streamlining workflows.

Automated Ticket Routing: Automated ticket routing based on predefined rules ensures tickets are assigned to the right team or individual, reducing response times.

Robust Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into ticket trends, agent performance, and customer satisfaction, enabling data-driven decision-making.

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.

Difficult Customization: Modifying osTicket's appearance and functionality requires extensive coding knowledge, limiting customization options for non-technical users.

Limited Reporting: osTicket's reporting capabilities are basic, lacking advanced filtering, sorting, and data visualization options for in-depth analysis.

Frequent Updates: osTicket releases frequent updates, which can be disruptive for businesses that rely on stability and continuity.

Lack of Native Integration: osTicket's native integrations with other business applications are limited, requiring additional plugins or manual workarounds.

Limited Mobile Support: osTicket's mobile app is limited in functionality, making it challenging for technicians to manage tickets while on the go.

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.

Users appreciate osTicket's user-friendly interface and customizable features, allowing them to tailor the software to their specific needs. Its open-source nature enables easy integration with other applications and provides access to a vast community for support and development. Compared to proprietary solutions, osTicket offers cost-effectiveness and flexibility, making it a compelling choice for organizations seeking a budget-friendly and adaptable help desk solution. However, some users have reported occasional performance issues, particularly when handling a high volume of tickets. Additionally, its reporting capabilities may be limited compared to more advanced solutions. Nonetheless, osTicket remains a strong option for small to mid-sized businesses and organizations with limited resources due to its ease of use, customization options, and open-source nature.

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FAQ

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