# Compare Kayako vs ServiceNow Customer Service Management 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Kayako and ServiceNow Customer Service Management based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/80775-225960/Kayako-vs-ServiceNow-Customer-Service-Management --- # Kayako vs ServiceNow Customer Service Management 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: KayakoServiceNow Customer Service Management2/4 selected [Kayako](https://www.capterra.com/p/80775/Kayako/)[4.0 (176)](https://www.capterra.com/p/80775/Kayako/reviews/) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.4 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/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 [## ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.4 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) Starting Price Contact vendor Value-for-Money 4.1 Functionality 4.3 Ease of Use 4.1 Customer Service 4.2 Reviews Sentiment Based on [152 reviews](#user-reviews) Positive 132 Neutral 16 Negative 4 ## Not a match? 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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 78%Fit High performer Feature ratings Support Ticket Management 4.2 Chatbot 4.0 Live Chat 4.0 Reporting/Analytics 4.4 Knowledge Base Management 4.5 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 4.4 User reviews[152](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) Ease of use 4.1 Functionality 4.3 Value for money 4.1 Customer support 4.2 Price starts from Price starts from \-- - Free version - Free trial Price starts from \-- - 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 Enterprise-wide Service, Operations, and Customer Experience Buyer Groups ## 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 Client Operations Supervisor > "Having customer interactions, data, and service processes in one place improves visibility and collaboration across teams, which ultimately leads to faster..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033) VR Verified Reviewer Client Operations Supervisor > "This can slow down development and make it harder for teams to quickly adapt or troubleshoot issues without deep platform knowledge." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033) VR Verified Reviewer Client Operations Supervisor > "Another standout aspect is how it supports scalability. As an operation grows or evolves, the platform can expand with it—adding new features, automations, or..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033) PS Preeti S. Software Engineer > "Also, sometimes it is non -responsive or slow to to respond ." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6845837) VR Verified Reviewer Client Operations Supervisor > "Overall, its strength lies in offering multiple ways to solve problems, allowing organizations to choose what works best for them rather than being locked into..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033) VR Verified Reviewer HR people support > "The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6284833) VR Verified Reviewer Client Operations Supervisor > "What I like most about ServiceNow Customer Service Management is its flexibility and adaptability to different operational needs." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033) DsB Dakshina singh B. Software Engineer II > "It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3853769) PS Preeti S. Software Engineer > "The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy to..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6845837) JO James O. Cloud > "About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#SoftwareAdvice___4737054) VR Verified Reviewer Lead Security Consultant > "Managing ITIL Processes has become easier with ServiceNow." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6386707) Victoria O. Global Service Desk Manager > "I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4210898) Victoria O. Global Service Desk Manager > "It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4210898) JO James O. Cloud > "ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#SoftwareAdvice___4737054) JM John M. Software Engineer > "As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a..." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4472945) NK Norbert K. Functional Analyst > "I think building reports and dashboards can be quite difficult when You are trying to do it first time." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3508116) NK Norbert K. Functional Analyst > "I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3508116) NK Nishant K. Netbackup administrator > "So here its lagging" [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3847374) TR Tomia R. Sr. Help desk Anaylst > "It made life as an analyst very easy." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6464100) VR Verified Reviewer VP of Logistics > "For example, I was unable to integrate shipstation, without having to really "program" it. " [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___2909273) VR Verified Reviewer Senior Technical consultant > "Customer & Consumers, and Contacts management was handled pretty well." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4867627) Will O. CEO & President > "It's clear that I am too small of a business for them to do anything for us." [See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3252198) [View Reviews](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) ## User interface [Kayako](https://www.capterra.com/p/80775/Kayako/) 4.01 (176) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) 4.36 (152) ## 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) ServiceNow Customer Service Management 38/50 - 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/225960/ServiceNow-Customer-Service-Management/#features) ### Recognition No recognitions have been awarded to Kayako No recognitions have been awarded to ServiceNow Customer Service Management ### 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 ServiceNow Customer Service Management 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 ServiceNow Customer Service Management - By ServiceNow - Located in United States - Founded in 2012 ## Popular Comparisons [Kayako](https://www.capterra.com/p/80775/Kayako/)[4.01 (176)](https://www.capterra.com/p/80775/Kayako/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Contact vendor for pricing Price $39/month 3.8 Features 4.4 3.9 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/80775-164283/Kayako-vs-Zendesk) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,777)](https://www.capterra.com/p/61368/Salesforce/reviews/) Contact vendor for pricing Price $25/month 4.3 Features 4.4 4.1 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-225960/Salesforce-vs-ServiceNow-Customer-Service-Management) [Kayako](https://www.capterra.com/p/80775/Kayako/)[4.01 (176)](https://www.capterra.com/p/80775/Kayako/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,777)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Contact vendor for pricing Price $15/month 3.8 Features 4.6 3.9 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/80775-102188/Kayako-vs-LiveAgent) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Contact vendor for pricing Price $39/month 4.3 Features 4.4 4.1 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-225960/Zendesk-vs-ServiceNow-Customer-Service-Management) [Kayako](https://www.capterra.com/p/80775/Kayako/)[4.01 (176)](https://www.capterra.com/p/80775/Kayako/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Contact vendor for pricing Price $0/month 3.8 Features 4.6 3.9 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/80775-144040/Kayako-vs-Tidio-Chat) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/) Contact vendor for pricing Price $25/month 4.3 Features 4.5 4.1 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-225960/LiveChat-vs-ServiceNow-Customer-Service-Management) [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) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,777)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Contact vendor for pricing Price $15/month 4.3 Features 4.6 4.1 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-225960/LiveAgent-vs-ServiceNow-Customer-Service-Management) [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) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,414)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Contact vendor for pricing Price $19/month 4.3 Features 4.3 4.1 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-225960/Freshdesk-vs-ServiceNow-Customer-Service-Management) [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) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Contact vendor for pricing Price $0/month 4.3 Features 4.6 4.1 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/144040-225960/Tidio-Chat-vs-ServiceNow-Customer-Service-Management)