# Compare Kayako vs Help Scout 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Kayako and Help Scout based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/80775-136909/Kayako-vs-Help-Scout

---

# Kayako vs Help Scout Features and Cost Comparison

Last updated March 13th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

KayakoHelp Scout2/4 selected

[Kayako](https://www.capterra.com/p/80775/Kayako/)[4.0 (176)](https://www.capterra.com/p/80775/Kayako/reviews/)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.6 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

[## Kayako](https://www.capterra.com/p/80775/Kayako/)[4.0 (176)](https://www.capterra.com/p/80775/Kayako/reviews/)

Starting Price

Contact vendor

Value-for-Money

3.8

Functionality

3.8

Ease of Use

3.9

Customer Service

3.9

Reviews Sentiment

Based on [176 reviews](#user-reviews)

Positive

136

Neutral

25

Negative

15

[## Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.6 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

Starting Price

$55.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.7

Customer Service

4.6

Reviews Sentiment

Based on [226 reviews](#user-reviews)

Positive

212

Neutral

13

Negative

1

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### HelpDesk

4.6 (180)

* * *

Starting Price

$29.00

Per User,Per Month

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User rating

91%

of reviewers  
rated it above 4 stars

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## Send this comparison chart to my inbox

### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.

What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 1,926 reviews from customer support software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

68%Fit

Missing features

Feature ratings

Support Ticket Management

4.6

Chatbot

NA

Live Chat

4.8

Reporting/Analytics

3.5

Knowledge Base Management

3.8

70%Fit

Not enough reviews

Feature ratings

Support Ticket Management

4.5

Chatbot

\--

Live Chat

4.5

Reporting/Analytics

3.9

Knowledge Base Management

4.3

User satisfaction

User satisfaction

4.0

User reviews[176](https://www.capterra.com/p/80775/Kayako/reviews/)

Ease of use

3.9

Functionality

3.8

Value for money

3.8

Customer support

3.9

User satisfaction

4.6

User reviews[226](https://www.capterra.com/p/136909/Help-Scout/reviews/)

Ease of use

4.7

Functionality

4.3

Value for money

4.4

Customer support

4.6

Price starts from

Price starts from

\--

-   Free version
-   Free trial

Price starts from

$55Flat Rate, Per Month

-   Free version
-   Free trial

Best for

Best for

Organizations of all types and sizes - from microbusiness to the enterprise - trust Kayako to power their customer service.

Best for

SaaS, eCommerce, financial services, education, media, healthcare, professional services, logistics, property management, manufacturing, and real estate

## User reviews

Pros & cons

DM

David M.

Admin

> "Day to day, Kay handles the top of the funnel so cleanly that my team barely touches password resets, account questions,..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___7134870)

Ava H.

Staff Software Engineer

> "When I tried to find a specific report, the cluttered interface made it hard to locate the feature."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___6532061)

NM

Natale M.

Senior Field Technician

> "The ability to add notes to tickets (both client facing and privately) made it very easy to manage tasks between multiple..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___6816814)

DM

David M.

Admin

> "Analytics is the weak spot."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___7134870)

UA

Uba A.

VP of Growth

> "What made Kayako click for our team was the way the AI agent Kay gets introduced."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___7131780)

UA

Uba A.

VP of Growth

> "They don't really have any great options for voice."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___7131780)

KM

Kilmer M.

Senior Director of Advertising and eCommerce

> "Task automation and organization have enabled our support agents to be more efficient, ultimately fostering customer..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___6555159)

BB

Barbara B.

Senior Project Manager

> "The complexities of building usable reports made the reporting part of the system unusable. Although the system was..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___3603833)

SS

Sneha S.

Software engineer

> "It’s great to have all customer interactions in one place, making it easy to track and resolve issues, such as quickly..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___6375631)

JV

Josh V.

Systems administrator

> "Support is often unable to assist with issues. "

[See full review](https://www.capterra.com/p/80775/Kayako/#SoftwareAdvice___5098457)

KA

KENNETH A.

Costumer Care Representative

> "They also have a simple and effective internal tickets management system."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___6665605)

JV

Josh V.

Systems administrator

> "Billing is often problematic. "

[See full review](https://www.capterra.com/p/80775/Kayako/#SoftwareAdvice___5098457)

Ava H.

Staff Software Engineer

> "Kayako is helpful for managing customer support efficiently, but the interface could be more user-friendly."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___6532061)

JV

Josh V.

Systems administrator

> "They are massively overpriced. "

[See full review](https://www.capterra.com/p/80775/Kayako/#SoftwareAdvice___5098457)

MH

Muzammal H.

Manager Operations

> "Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___3788697)

AE

Amy E.

Owner

> "Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___2705160)

Meheza N.

commercial agent

> "I like using Kayako because you can configure your customer support system to your own environment, and it's very easy to..."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___4606374)

VR

Verified Reviewer

Freelance Web Developer

> "For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___2684078)

BB

Barbara B.

Senior Project Manager

> "It also provides a good self-service portal for end-users."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___3603833)

HA

Hisham A.

IT Dept. Manager

> "it cannot be linked to the organization active directory."

[See full review](https://www.capterra.com/p/80775/Kayako/#Capterra___2775818)

[View Reviews](https://www.capterra.com/p/80775/Kayako/reviews/)

VR

Verified Reviewer

People Operations

> "Help Scout has a clean, intuitive interface that doesn't overwhelm users with unnecessary complexity - new team members can get..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___7133635)

MO

Meghann O.

Customer Success Manager

> "I don't love the recent updates and we often had technical issues of our webhook disabling."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6608555)

VR

Verified Reviewer

People Operations

> "It strikes a good balance between being feature-rich enough to handle real support volume and simple enough that the whole team can..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___7133635)

TP

Thomas P.

Head of Customer Success

> "They are constantly making poor decisions when designing updates."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6517003)

AB

Angelica B.

University Intern

> "Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

SG

Shauna G.

packager

> "I have trouble when I try to use the mobile app."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6589281)

Emma B.

Senior Director Product Marketing

> "The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

VR

Verified Reviewer

Software Engineer

> "There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4367043)

FL

Fernando L.

Technical engineer

> "Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___5065892)

AB

Angelica B.

University Intern

> "Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

VR

Verified Reviewer

Technical Support Specialist

> "It's a no frills help desk tool that gets out of your way and just lets you help your customers"

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6756047)

AB

Angelica B.

University Intern

> "Last but not least, the pricing structure can be a problem for startups or small firms with tight funds."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

Emma B.

Senior Director Product Marketing

> "It also facilitates reporting on key performance indicators for our business, such as average response and resolution times."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

Carine Sylvie T.

Remote administrative assistant

> "Too many functions can make it a little difficult for beginners to get to grips with the interface"

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6025105)

AB

Angelica B.

University Intern

> "Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

AV

Amanda V.

Developer Administrative Assistant and more

> "Keeps disconnecting from apps and support couldn't fix it. "

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6002057)

JB

Jessica B.

Digital Content Creator

> "It increases efficiency in handling support through email."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6520600)

VR

Verified Reviewer

Information Technology Analyst

> "The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3255166)

FL

Fernando L.

Technical engineer

> "We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___5065892)

VR

Verified Reviewer

Backend developer

> "It has very limited features.pricing is a bit Higher and has limited language support."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4626019)

Lillian G.

Human Resources Generalist

> "Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4998922)

Erik W.

Executive Director

> "There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3565437)

Lillian G.

Human Resources Generalist

> "Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4998922)

KW

Katarzyna W.

Technical Support Specialist

> "The chat is just not working that great, it was old-fashioned, hard to implement, and just overall not a great experience for both..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3535399)

Emma B.

Senior Director Product Marketing

> "I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

KF

Kenneth F.

Accounting

> "Furthermore, the customer service representatives appeared to be unfamiliar with product and its features."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4631517)

ZM

Zofia M.

Customer Success Lead

> "Collaborating with other team members using this tool is convenient."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6753581)

TA

Tusar A.

marketing manager

> "It's hard to spice up the customers."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4621339)

JB

Jessica B.

Digital Content Creator

> "Help scout raises the bar in great customer service."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6520600)

DM

David M.

Director

> "It feels like the ticketing system has now been abandoned as far as new development is concerned. "

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3347826)

ZM

Zofia M.

Customer Success Lead

> "There are no unnecessary distractions, and the navigation is easy."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6753581)

RS

Ridge S.

IT Help Desk

> "It usually clears up after a bit, but for them to have just done a price increase for this product with no real enhancements (at least..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___2825487)

Emma B.

Senior Director Product Marketing

> "All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

Sam B.

Partner

> "In my opinion, it is overpriced."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3503317)

Aimee Rebekah S.

Director

> "Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4450830)

Sam B.

Partner

> "Help Scout is expensive."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3503317)

VR

Verified Reviewer

Software Engineer

> "I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4367043)

RS

Ridge S.

IT Help Desk

> "It likes to stop functioning from time to time."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___2825487)

[View Reviews](https://www.capterra.com/p/136909/Help-Scout/reviews/)

## User interface

[Kayako](https://www.capterra.com/p/80775/Kayako/)

4.01 (176)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)

4.61 (226)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Kayako

Top features

39/50

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Notifications
-   API
-   Application Management
-   Call Center Management
-   Chatbot
-   Chat/Messaging
-   Client Portal
-   Communication Management
-   Configurable Workflow
-   CRM
-   Customer Communication
-   Customer Database
-   Customer History
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Email Management
-   Email Templates
-   Event Triggered Actions
-   Feedback Management
-   Generative AI
-   Help Desk Management
-   Interaction Tracking
-   Inventory Management
-   Knowledge Base Management
-   Live Chat
-   Multi-Channel Communication
-   Queue Management
-   Real-Time Analytics
-   Real-Time Data
-   Real-Time Notifications
-   Reporting/Analytics
-   Reporting & Statistics
-   Role-Based Permissions
-   Search/Filter
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   SSL Security
-   Support Ticket Management
-   Surveys & Feedback
-   Tagging
-   Third-Party Integrations

[See all features](https://www.capterra.com/p/80775/Kayako/#features)

Help Scout

35/50

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Notifications
-   API
-   Application Management
-   Call Center Management
-   Chatbot
-   Chat/Messaging
-   Client Portal
-   Communication Management
-   Configurable Workflow
-   CRM
-   Customer Communication
-   Customer Database
-   Customer History
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Email Management
-   Email Templates
-   Event Triggered Actions
-   Feedback Management
-   Generative AI
-   Help Desk Management
-   Interaction Tracking
-   Inventory Management
-   Knowledge Base Management
-   Live Chat
-   Multi-Channel Communication
-   Queue Management
-   Real-Time Analytics
-   Real-Time Data
-   Real-Time Notifications
-   Reporting/Analytics
-   Reporting & Statistics
-   Role-Based Permissions
-   Search/Filter
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   SSL Security
-   Support Ticket Management
-   Surveys & Feedback
-   Tagging
-   Third-Party Integrations

[See all features](https://www.capterra.com/p/136909/Help-Scout/#features)

### Recognition

No recognitions have been awarded to Kayako

No recognitions have been awarded to Help Scout

### Deployment & support

Kayako

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Help Scout

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Kayako

-   By Aurea
-   Located in United States
-   Founded in 2001

Help Scout

-   By Help Scout
-   Located in United States
-   Founded in 2011

## Popular Comparisons

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[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/)

$55/month

Price

$25/month

4.3

Features

4.5

4.7

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-136909/LiveChat-vs-Help-Scout)

[Kayako](https://www.capterra.com/p/80775/Kayako/)[4.01 (176)](https://www.capterra.com/p/80775/Kayako/reviews/)

vs

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.51 (1,132)](https://www.capterra.com/p/134347/Intercom/reviews/)

Contact vendor for pricing

Price

$39/month

3.8

Features

4.4

3.9

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/80775-134347/Kayako-vs-Intercom)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,777)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$55/month

Price

$15/month

4.3

Features

4.6

4.7

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-136909/LiveAgent-vs-Help-Scout)

[Kayako](https://www.capterra.com/p/80775/Kayako/)[4.01 (176)](https://www.capterra.com/p/80775/Kayako/reviews/)

vs

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Contact vendor for pricing

Price

$20/month

3.8

Features

4.5

3.9

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/80775-169505/Kayako-vs-Zoho-Desk)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,414)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$55/month

Price

$19/month

4.3

Features

4.3

4.7

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-136909/Freshdesk-vs-Help-Scout)

[Kayako](https://www.capterra.com/p/80775/Kayako/)[4.01 (176)](https://www.capterra.com/p/80775/Kayako/reviews/)

vs

[Wati](https://www.capterra.com/p/204314/WATI/)[4.59 (203)](https://www.capterra.com/p/204314/WATI/reviews/)

Contact vendor for pricing

Price

$59/month

3.8

Features

4.5

3.9

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/80775-204314/Kayako-vs-WATI)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/)

$55/month

Price

$0/month

4.3

Features

4.6

4.7

Ease of Use

4.7

[View full comparison](https://www.capterra.com/compare/136909-144040/Help-Scout-vs-Tidio-Chat)