Kayako's Comeback

Kayako has been around since 2001. It went through a rocky period — the product stagnated while competitors modernized. In recent years, Kayako relaunched with a simplified pricing model and AI features.

The new approach: a flat monthly fee plus per-resolution AI pricing. It's a hybrid model that's different from both pure per-seat (Zendesk) and pure per-resolution (Supp).

Current Pricing

• Base: $79/month flat (not per agent — flat)
• AI resolutions: $1 per AI-resolved ticket

The flat fee includes the help desk, live chat, and basic automation. AI resolution is on top.

For a team handling 300 AI resolutions/month: $79 + $300 = $379/month.

What's Good

Flat base pricing. Unlike Zendesk or Freshdesk, adding agents doesn't increase your base cost. A 3-person team and a 10-person team pay the same $79/month. That's refreshing.

Simple model. Two numbers: $79/month + $1/AI resolution. No tiers, no add-ons, no feature gating. Everything is included.

Established brand. Kayako has been in the help desk space for over 20 years. The product is mature and stable.

What's Not

$1/AI resolution is expensive. That's the same price range as Intercom and Zendesk AI. At 500 AI resolutions/month, you're paying $579/month total. Classification-based automation at $0.20/message would cost $100 for the same volume.

Smaller ecosystem. Fewer integrations and community resources compared to Zendesk, Freshdesk, or Intercom.

Brand uncertainty. Kayako's rocky history makes some teams hesitant. Will the new model stick? Will development continue? These are fair questions for a tool you'll build processes around.

The Comparison

For a 3-person team with 400 tickets/month, 60% AI-resolved:

Kayako's flat-fee model beats Zendesk when you add AI. But classification-based automation beats everything on pure cost.

Pick Kayako if you want a full help desk with a fair pricing model. Pick classification if you want maximum automation at minimum cost.