Help Scout vs Kayako vs Zoho Desk Comparison
Help Scout
Starting at $20 /User/Month
- Free Trial
- Large Enterprises
- Medium Business
Help Scout is a modern help desk system for growing businesses. It helps support teams grow from a few people to 10s of thousands of users, retain customers, and delight them with exceptional support. The goal is to succ…
Kayako
Starting at Contact for pricing
- Free Trial
- Large Enterprises
- Medium Business
Kayako is the premier customer support software, marketplace, and community for support teams. Kayako provides all the tools to create an engaging support experience for website visitors while delivering exceptional cust…
Zoho Desk
Starting at $7 /user/month
- Free Trial
- Large Enterprises
- Medium Business
Zoho Desk is a robust help desk software that offers a free plan with essential features, making it a cost-effective solution for businesses of all sizes. It allows organizations to manage unlimited agents efficiently wh…
Help Scout leads on user satisfaction with a 4.4-star rating across 741 reviews.
Help Scout vs Kayako vs Zoho Desk — at a glance
| Feature | Help Scout | Kayako | Zoho Desk |
|---|---|---|---|
| Rating | 4.4 / 5 | 3.5 / 5 | 4.4 / 5 |
| Reviews | 741 | 262 | 3,462 |
| Starting price | $20 /User/Month | Contact for pricing | $7 /user/month |
| Free trial | Yes | Yes | Yes |
| Free version | No | No | No |
| Best for | Large Enterprises, Medium Business, Small Business | Large Enterprises, Medium Business, Small Business | Large Enterprises, Medium Business, Small Business |
| Category | Help Desk Software | Help Desk Software | Help Desk Software |
| Integrations | — | 1+ apps | — |
| Platforms | SaaS/Web/Cloud, Mobile - Android, Mobile - iOS | SaaS/Web/Cloud, Mobile - Android, Mobile - iOS | SaaS/Web/Cloud, Mobile - Android, Mobile - iOS |
| API | Available | Available | Available |
| Support modes | 24/7 (Live rep), Business Hours, Online | 24/7 (Live rep), Business Hours, Online | 24/7 (Live rep), Business Hours, Online |
| Certifications | SOC 2, HIPAA, GDPR | SOC 2, GDPR | SOC 2, HIPAA, GDPR, ISO 27001 |
| Data residency | US | Global | Global |
Key differences between Help Scout and Kayako
- Pricing: Help Scout starts at $20 /User/Month. Kayako pricing is not publicly listed.
- User satisfaction: Help Scout scores higher with a 4.4-star average.
- Deployment: Help Scout supports SaaS/Web/Cloud, Mobile - Android, Mobile - iOS; Kayako supports SaaS/Web/Cloud, Mobile - Android, Mobile - iOS.
Compare Help Scout vs Kayako vs Zoho Desk — and walk away knowing which one fits.
Which tool fits your team best
Which is actually cheaper for your team size
Where each product wins, per real buyers
Most Help Desk Software tools look identical on paper. This comparison cuts to the differences that matter — pricing structure, team fit, and what real buyers found after signing up.
Biggest differences
Features
Pricing
Buying details
Security
Buyer feedback
Integrations
Product tour
Other options
Talk to an expert Talk to an expert |
Biggest differences
Start here before you go deeper into features.
Best for growing businesses needing simple, unified customer support tools.
- You want an all-in-one platform combining email, live chat, knowledge base, and help desk.
- Your team values a user-friendly interface for fast onboarding and deployment.
- You prioritize personalized, human-centered customer support and collaboration.
- You require highly complex, customizable workflows and advanced automation features.
- You need transparent, publicly available pricing and self-serve purchasing options.
Best for mid-sized support teams needing multi-channel help desk with automation.
- You manage a 50-500+ employee company needing unified inbox across channels.
- You want to reduce manual support tasks with built-in automation tools.
- You value integrated chat support that also helps close more sales.
- You are a very small business with fewer than 50 employees.
- You require highly specialized or advanced enterprise-level support features.
Best for businesses needing AI-driven, multi-channel help desk with Zoho integration.
- You want a cost-effective help desk with a robust free plan for startups and SMBs.
- Your team requires AI-powered automation and intelligent ticket routing to boost productivity.
- You use Zoho CRM, Mail, or other Zoho apps and want seamless ecosystem integration.
- Your organization needs a fully mobile-optimized help desk experience with full app functionality.
- You prefer a very simple, out-of-the-box setup without technical configuration or learning curve.
Help Scout: Best for growing businesses needing simple, unified customer support tools. Kayako: Best for mid-sized support teams needing multi-channel help desk with automation.
Description | Help Scout is a modern help desk system for growing businesses. It helps support teams grow from a few people to 10s of thousands of users, retain customers, and delight them with ... Read More about Help Scout | Kayako is the premier customer support software, marketplace, and community for support teams. Kayako provides all the tools to create an engaging support experience for website visitors ... Read More about Kayako | Zoho Desk is a robust help desk software that offers a free plan with essential features, making it a cost-effective solution for businesses of all sizes. It allows organizations to manage ... Read More about Zoho Desk |
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Spotsaas ScoreWhat's this? ↗ | 9.7/10 | 9.2/10 | 9.7/10 |
User RatingsBased on verified Spotsaas reviews | |||
Best Company Size | 10-50 employees51-1,000 employees | 50-500 employees500+ employees | 10-2000 employeesSmall to Large Businesses |
Get pricing help | Get pricing help |
Where each option fits best
See where each product is strongest, which teams it fits, and what causes buyers to keep looking — before you commit.
Based on buyer reviews and verified product data collected by Spotsaas.
Key strengths
- Unified Platform for Support Channels: Combines email, live chat, knowledge base, and help desk in one intuitive interface—ideal for streamlining customer service operations.
- User-Friendly & Fast Onboarding: Designed with simplicity in mind, allowing teams to deploy and adapt quickly, without the complexity of traditional help desk systems.
- Strong Focus on Personal, Human Support: Helps teams maintain a personalized touch with customers, supported by features like shared inboxes, customer profiles, and collaboration tools.
- Unified Inbox: Consolidates customer inquiries from different channels into one location, streamlining support processes.
- Multi-Channel Support: Allows businesses to manage customer interactions across various channels, including email, live chat, and social media.
- Automation Capabilities: Offers automation tools to streamline support processes, reduce manual tasks, and improve overall efficiency.
- Multi-Channel Support in One Dashboard: Centralizes email, social media, chat, and more, allowing teams to manage all customer interactions from a unified interface.
- AI-Powered Assistance and Automation: Includes intelligent suggestions, automated ticket routing, and prioritization through Zia AI, improving agent productivity and response accuracy.
- Robust Free Plan & Zoho Ecosystem Integration: Offers a generous free plan and seamless connectivity with Zoho CRM, Zoho Mail, and other Zoho tools—ideal for businesses already in the Zoho ecosystem.
Best fit
- 10 – 1,000 Employees
- SaaS, E-commerce, Education, Nonprofits, Startups, Digital Agencies.
- Customer Support Manager, Customer Experience Lead, IT Support Specialist, Operations Manager, Client Success Coordinator, Knowledge Base Administrator.
- 50–500+ Employees
- E-commerce, SaaS, FinTech, Telecommunications, Retail
- Customer Support Manager, IT Support Specialist, Help Desk Administrator, Operations Manager, Customer Success Manager
- 10 – 2,000 Employee
- SaaS, Retail, E-commerce, Education, Insurance, Fintech, Healthcare
- Customer Support Manager, IT Service Desk Lead, Operations Manager, Technical Support Specialist, CRM Administrator, Client Services Director
Reasons buyers look elsewhere
- Help Scout is optimized for growing businesses, but larger enterprises may find it lacks advanced ITSM tools, ticket routing automation, or customizable SLAs available in platforms like Zendesk or ServiceNow.
- While it offers essential analytics, companies needing advanced BI integrations or custom reporting dashboards may seek tools with more granular insights.
- Help Scout includes customer profiles but doesn’t provide full CRM functionality; users with complex sales or account management workflows may require a dedicated CRM or deeper integration.
- Kayako's customization features are often considered limited, making it challenging for businesses with specific needs to tailor the software to their requirements.
- New users may find Kayako's interface less intuitive, leading to a steep learning curve and potential delays in onboarding.
- Some users have reported significant price increases over time, which may not be justified by the features offered, leading them to seek more cost-effective alternatives.
- While feature-rich, Zoho Desk’s interface may feel overwhelming to first-time users or smaller teams unfamiliar with help desk platforms, especially when configuring automations or integrations.
- Essential features like advanced automation, AI capabilities, and extensive reporting may be restricted in free or lower-tier plans, prompting some users to seek alternatives with more generous entry-level offerings.
- Though it integrates with many third-party tools, users sometimes report inconsistencies or limitations in data sync and functionality, especially outside the Zoho ecosystem.
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How do Help Scout, Kayako and Zoho Desk Compare on Features?
Total Features | 15 Features | 16 Features | 27 Features |
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Unique Features | No unique features | No unique features | No unique features |
Get Quote | Get Quote |
Compare Help Scout, Kayako and Zoho Desk on pricing
Review starting price, plan structure, and free-trial access side by side so you can see which option fits your budget and buying process.
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Other Details
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Get help choosing | Get help choosing |
Security & Compliance
Certifications, data handling, and security controls for IT and compliance evaluators.
SOC 2 | ✓ Yes | ✓ Yes |
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HIPAA | ✓ Yes | ✗ No |
GDPR | ✓ Yes | ✓ Yes |
ISO 27001 | ✗ No | ✗ No |
Single Sign-On (SSO) | ✓ Yes | ✓ Yes |
Multi-Factor Auth (MFA) | ✓ Yes | ✓ Yes |
Data Encryption | ✓ Yes | ✓ Yes |
Audit Logs | ✓ Yes | ✓ Yes |
Data Residency | 🇺🇸 US | 🌐 Global |
Help Scout vs Kayako User Reviews & Rating Comparison
User Ratings | |||
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Rating Distribution | |||
Spotsaas Editor’s POV generated by AI | Buyer sentiment Buyers appreciate Help Scout's ease of use and unified support channels but note limitations in advanced customization and pricing transparency. What buyers like
Common complaints
| Buyer sentiment Buyers appreciate Kayako's multi-channel support and automation but express concerns about pricing transparency and feature depth. What buyers like
Common complaints
| Buyer sentiment Overall positive sentiment highlights Zoho Desk's powerful automation and multi-channel capabilities, though some users note a learning curve and mobile limitations. What buyers like
Common complaints
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Pros and Cons |
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Positive Reviews | No reviews available for the product | No reviews available for the product | No reviews available for the product |
| Negative Reviews | No reviews available for the product | No reviews available for the product | No reviews available for the product |
Integrations
Integration with other apps | No Integration information available. | No Integration information available. |
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List of Customers
Customers |  YETI  Trello  Mixmax |  Kayako_customers_0  Kayako_customers_1  Kayako_customers_2 |  NHS  Rogers  ESSILOR |
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Media and Screenshots
Screenshots |  7 Screenshots |  3 Screenshots |
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Videos |  3 Videos |  2 Videos |
Alternatives
Alternatives |
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Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
Frequently asked questions
- Which is better, Help Scout or Kayako?
- Help Scout edges out the other on user ratings (4.4 vs 3.5). That said, the best pick depends on your use case — use the comparison tables above to evaluate each dimension.
- Do Help Scout and Kayako offer a free trial?
- Yes, both Help Scout and Kayako offer a free trial.
- What is the starting price of Help Scout vs Kayako?
- Help Scout starts at $20 /User/Month. Kayako starts at Contact for pricing.
- What are the top alternatives to Help Scout?
- Top alternatives to Help Scout include Zoho Desk, Freshservice, Freshdesk, Zendesk Support, LiveAgent.
- What are the top alternatives to Kayako?
- Top alternatives to Kayako include Zoho Desk, Freshservice, ManageEngine ServiceDesk Plus, Freshdesk, Deskero.