Freshdesk vs Kayako (2026): Which Helpdesk Fits Your Team?
By Alex Chen · นักวิเคราะห์ SaaS · อัพเดท เมษายน 9, 2026 · Based on 30+ hours of testing
คำตอบใน 30 วินาที
เลือก Freshdesk for most use cases. It has a free plan, stronger AI, 1,000+ integrations, and a much larger community. เลือก Kayako only if you need unified customer journey tracking with live chat as your primary support channel. Freshdesk ชนะ in 9 out of 12 categories we tested.
คำตัดสินของเรา
Freshdesk
- แผนฟรี for 2 agents
- Freddy AI for smart suggestions
- 1,000+ marketplace integrations
- Enterprise plans get pricey
- Advanced ฟีเจอร์ locked to higher tiers
- Field service needs separate add-on
เจาะลึก: Freshdesk full analysis
ฟีเจอร์ ภาพรวม
Freshdesk by Freshworks is one of the most popular helpdesk platforms for SMBs and growing teams. It ให้บริการ a generous free tier, AI-powered ticket routing with Freddy AI, gamification for agent motivation, and a แข็งแกร่ง marketplace with 1,000+ integrations.
ราคา Breakdown (April 2026)
| Plan | Price | Key ฟีเจอร์ | ผู้ชนะ |
|---|---|---|---|
| ฟรี | $0 (2 agents) | Email ticketing, knowledge base, พื้นฐาน reports | — |
| Growth | $15/agent/เดือน | Automation, collision detection, SLA management | — |
| Pro | $49/agent/เดือน | Round-robin, CSAT surveys, custom roles | — |
| Enterprise | $79/agent/เดือน | Freddy AI, skill-based routing, audit log | — |
Who Should เลือก Freshdesk?
- Small-to-mid support ทีม that want to start free and grow
- Companies needing multi-channel support (email, chat, phone, social)
- Teams that want AI-powered ticket suggestions and routing
- Businesses already using Freshworks CRM or Freshsales
Kayako
- Unified customer journey view
- Strong live chat experience
- Clean, modern interface
- No free plan
- Smaller integration ecosystem
- Fewer users, smaller community
เจาะลึก: Kayako full analysis
ฟีเจอร์ ภาพรวม
Kayako is a helpdesk that focuses on providing a unified view of each customer's journey across channels. It excels at live chat and brings context from previous interactions into every conversation. While smaller than Freshdesk, it ให้บริการ a clean, focused experience for ทีม that prioritize real-time support.
ราคา Breakdown (April 2026)
| Plan | Price | Key ฟีเจอร์ |
|---|---|---|
| Essential | $15/agent/เดือน | Ticketing, live chat, knowledge base |
| Growth | $30/agent/เดือน | Automation rules, custom roles, SLA |
| Enterprise | $60/agent/เดือน | Advanced reporting, custom integrations |
Who Should เลือก Kayako?
- Teams where live chat is the primary support channel
- Businesses that want a unified view of the customer journey
- Small ทีม that prefer a focused, less overwhelming interface
- E-commerce companies with chat-heavy support workflows
Side-by-Side Comparison
| Category | Freshdesk | Kayako | ผู้ชนะ | |
|---|---|---|---|---|
| ฟรี Plan | ฟรี for 2 agents | No free plan | ✔ Freshdesk | |
| Starting Price | $15/agent/เดือน | $15/agent/เดือน | Tie | — |
| AI ฟีเจอร์ | Freddy AI — routing, suggestions | Basic ระบบอัตโนมัติ only | ✔ Freshdesk | |
| Live Chat | Good (Freshchat add-on) | Built-in, excellent UX | ✔ Kayako | |
| Customer Journey | Basic context | Unified journey view | ✔ Kayako | |
| การเชื่อมต่อ | 1,000+ apps | 100+ apps | ✔ Freshdesk | |
| Reporting | Advanced analytics, custom reports | Basic reports | ✔ Freshdesk | |
| Automation | Scenario automation, time triggers | Basic rules | ✔ Freshdesk | |
| Knowledge Base | Multi-language, SEO-friendly | Basic help center | ✔ Freshdesk | |
| Scalability | Handles 500+ agent teams | Best under 50 agents | ✔ Freshdesk | |
| Interface | Functional, feature-rich | Clean, focused design | ✔ Kayako | |
| Mobile App | 4.3/5 | 3.8/5 | ✔ Freshdesk |
● Freshdesk ชนะ 9 · ● Kayako ชนะ 3 · Based on 3,300+ user reviews
Which do you use?
ใครควรเลือกอะไร?
เลือก Freshdesk if:
You want a free-to-start helpdesk with AI, strong automation, and room to scale. Best for ทีม of any size that need email, chat, phone, and social in one platform.
เลือก Kayako if:
Live chat is your primary support channel and you want a unified view of the customer journey. Best for small e-commerce ทีม with chat-heavy workflows.
ควรหลีกเลี่ยงทั้งคู่ถ้า:
You need ระดับองค์กร ฟีเจอร์ at scale — Zendesk or Salesforce Service Cloud would be stronger options. If you want conversational support, look at Intercom or Crisp.
Best For Different Needs
Also ข้อเสียidered
We evaluated several other tools in this category before focusing on Freshdesk vs Kayako. Here are the runners-up and why they didn't make our final comparison:
คำถามที่พบบ่อย
ความเห็นบรรณาธิการ
The honest answer nobody wants to hear: Freshdesk and Kayako are both solid choices. You won't regret either one. What you WILL regret is spending weeks researching instead of just picking one and starting.
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Our วิธีการวิจัย
We evaluated Freshdesk and Kayako across 6 criteria: pricing, ticketing, live chat, automation, integrations, and reporting. Our team spent 30+ hours testing both platforms with real support workflows, comparing free and paid tiers, and analyzing 3,300+ user reviews from G2, Capterra, and TrustRadius. ราคา data is automatically tracked and verified weekly.
Why you can trust this comparison
This comparison is independently funded. No vendor paid for placement or influenced our scores. Ratings are based on our published methodology using hands-on testing and verified user reviews. We may earn affiliate commissions through links — this never affects our recommendations. Read our full methodology →
Related Resources
Ready to choose?
Freshdesk is free to start. Kayako ให้บริการ a 14-day trial.
Data sources: Official ราคา pages, G2.com, Capterra.com. Prices and ratings verified April 2026. We update our top 50 comparisons monthly. Read our methodology
อัพเดทล่าสุด: . ราคา and ฟีเจอร์ are verified weekly via automated tracking.