Help Scout vs Kayako: Helpdesk Comparison (2026)
Help Scout and Kayako offer different pricing models and feature sets. Help Scout provides a per-user per month model with a free tier and a comprehensive set of helpdesk features, including multiple inboxes, live chat, and AI drafting capabilities. Kayako, on the other hand, uses a pay-per-resolved-ticket model without a free tier, focusing on AI-driven resolution and transparent pricing.
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.
Probes run hourly; each (engine × query) combo retests every ~3 days.
Pricing
Key Features
- ✓Multiple Inboxes
- ✓Live chat, Instagram, & Messenger
- ✓Unlimited AI Drafts
- ✓Dedicated onboarding specialist
- ✓HIPAA compliance
- ✓Unlimited workflows
- ✓Group conversations by company
- ✓AI Inbox assistant
- ✓AI resolves issues end-to-end
- ✓No seat or setup fees
- ✓Transparent pricing per resolved ticket
- ✓Integrates with multiple platforms
When to choose Help Scout
Help Scout is suitable for businesses that prioritize a per-user pricing model, require a free tier, and need extensive helpdesk features such as multiple inboxes, live chat, dedicated onboarding, HIPAA compliance, and AI-powered drafting and inbox assistance. Its integration with Salesforce, Jira, HubSpot, and Aircall can be beneficial for organizations already using these platforms.
When to choose Kayako
Kayako is suitable for businesses that prefer a pay-per-resolved-ticket pricing model without seat or setup fees, and value a helpdesk solution that emphasizes AI-driven issue resolution. Its integration capabilities, including Slack, Stripe, Shopify, Zendesk, Salesforce, Twilio, and HubSpot, as well as custom API integration, make it a fit for organizations looking for flexible integration options.