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Freshdesk vs Kayako: Helpdesk Comparison (2026)

Freshdesk offers a free tier and focuses on AI-enabled IT service management with features like automated ticket routing and incident management. Kayako charges per resolved ticket, has no seat or setup fees, and emphasizes end-to-end AI issue resolution with a broader range of integrations.

AI Citation Scorecard

How often each is cited by major AI engines when buyers ask helpdesk questions. Last 90 days across ChatGPT, Perplexity, Gemini, Claude, and Copilot.

Freshdesk leads overall — 33% cited vs Kayako 0% across 84 probes.
ChatGPT
FreshdeskLeads
6 / 9 probes
67%
Excellent
Kayako
0 / 9 probes
0%
Invisible
Perplexity
FreshdeskLeads
1 / 9 probes
11%
Below average
Kayako
0 / 9 probes
0%
Invisible
Gemini
FreshdeskLeads
1 / 9 probes
11%
Below average
Kayako
0 / 9 probes
0%
Invisible
Claude
FreshdeskLeads
5 / 9 probes
56%
Excellent
Kayako
0 / 9 probes
0%
Invisible
Copilot
FreshdeskLeads
1 / 6 probes
17%
Average
Kayako
0 / 6 probes
0%
Invisible
Scale:NoneLowFairStrongExcellent

Probes run hourly; each (engine × query) combo retests every ~3 days.

Pricing

Freshdesk
Starting price
—
Free tier
Yes
freshworks.com ↗
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Kayako
Starting price
$1/resolved ticket
Free tier
—
kayako.com ↗
Claim Kayako
Badge ↗

Key Features

Freshdesk
  • ✓AI-enabled IT service management
  • ✓Fast and scalable setup
  • ✓24/7 support with AI agents
  • ✓Automated ticket routing
  • ✓Incident management workflows
  • ✓Comprehensive IT asset visibility
  • ✓Employee service management
  • ✓AI-driven insights for continuous improvement
Kayako
  • ✓AI resolves issues end-to-end
  • ✓No seat or setup fees
  • ✓Transparent pricing per resolved ticket
  • ✓Integrates with multiple platforms

When to choose Freshdesk

You need a helpdesk solution with a free tier that emphasizes AI-enabled IT service management, including automated ticket routing, incident management, and comprehensive IT asset visibility. You prioritize AI-driven insights and a user-friendly interface.

When to choose Kayako

You prefer a transparent pricing model based on resolved tickets, without seat or setup fees. You need extensive integration capabilities, including Slack, Stripe, Shopify, Zendesk, Salesforce, Twilio, and HubSpot, or custom API integrations. You prioritize a high AI resolution rate and quick onboarding.

Frequently Asked Questions

What are the pricing differences between Freshdesk and Kayako?
Freshdesk offers a free tier, but no starting price is provided. Kayako charges $1/resolved ticket and has no seat or setup fees. Kayako also states no charge for escalations.
What are the key differences in AI capabilities?
Freshdesk offers AI-enabled IT service management, 24/7 support with AI agents, and AI-driven insights for continuous improvement. Kayako states that AI resolves issues end-to-end and has a high AI resolution rate.
What integrations are available for each platform?
Freshdesk does not list specific integrations. Kayako integrates with Slack, Stripe, Shopify, Zendesk, Salesforce, Twilio, HubSpot, and offers API integration. However, Kayako's integrations may require API access.
Do both platforms offer a free tier?
Freshdesk offers a free tier. Kayako does not have a free tier, instead charging per resolved ticket.
What are the setup and fee structures?
Freshdesk's setup and fee structures are not provided. Kayako has no seat or setup fees and charges per resolved ticket.

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