Freshdesk vs Kayako: An Honest Comparison for 2026

Let's talk about your options

If you're reading this, you're probably knee-deep in researching customer support platforms. Maybe you're frustrated with your current setup. Maybe your team is scaling and your tools aren't keeping up. Or maybe you're just starting out and want to make the right choice from day one.

Either way, you've likely come across both Freshdesk and Kayako. They're frequently mentioned in the same breath, which makes comparing them important if you want to make an informed decision.

Freshdesk (2010) positions itself as “Modern Value” — Popular helpdesk with modern features.

Kayako (2001) takes a different approach: “Unified Conversations” — Customer service platform focused on journey context.

We've spent significant time with both platforms. Here's what we honestly think.

Who should actually consider each option?

Before we dive into features and pricing, let's be real about who each platform is actually built for. Not every tool is right for every team, and that's okay.

What each platform does well

Let's start with the positives. Both platforms have been around for years and have real strengths.

What we like about Freshdesk

Freshdesk has built a solid reputation over the years, and for good reason:

• Free tier for up to 10 agents
• More modern platform
• Better AI (Freddy)
• Phone support included
• Larger marketplace
• Field service management
• Active development

What we like about Kayako

Kayako brings its own set of strengths to the table:

• Excellent customer journey view
• Sees customer across all touchpoints
• Good for complex customer relationships
• Established platform
• European company (GDPR native)

Where each platform falls short

No software is perfect. Here's where each platform will likely frustrate you.

Our frustrations with Freshdesk

After spending time with Freshdesk, these issues stood out:

• Less journey context
• Can be feature-bloated
• Generic approach

Our frustrations with Kayako

Kayako isn't without its problems either:

• No free tier
• Less modern feel
• Smaller marketplace
• AI is basic
• Slower innovation pace
• Phone requires integration

Feature-by-feature breakdown

If you're the type who wants to see exactly what you get with each platform, here's the detailed breakdown. We've highlighted the features that we think matter most.

Let's talk money

Pricing is often the deciding factor, so let's break down what you'll actually pay. Keep in mind that both platforms love to hide costs in add-ons, so the sticker price rarely tells the whole story.

What Freshdesk will cost you

What Kayako will cost you

So, which one should you choose?

After all this analysis, here's our honest take: Freshdesk wins for most teams on value, features, and innovation. Kayako only wins if customer journey context is your primary concern.

Choose Freshdesk unless you specifically need Kayako's journey view. Freshdesk offers more value, better AI, and free tier that Kayako can't match.

Common questions

Here are the questions we hear most often from people comparing these platforms.