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When to choose Kayako
- Unified customer journey
- Good live chat
Kayako vs OTRS Community
Choosing between Kayako and OTRS Community? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
EmailLive chatLegacyOpen-sourceITSMEnterprise
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When to choose OTRS Community
- Enterprise-grade open-source
- Highly configurable
- Strong ITSM
- 170k community users
Key differences between Kayako and OTRS Community
| Factor | Kayako | OTRS Community |
|---|---|---|
| Best fit | small and mid-sized support teams | IT and internal service teams |
| Starting price | From $15/agent/mo | Free plan / low-cost entry |
| G2-style rating | 4/5 | 4/5 |
| Main focus | AI-assisted support and automation | ITSM workflows, service requests, and asset-related support |
| Category | smb | free, itsm |
Kayako limitations
- Product development has slowed down
- Support can be unresponsive
OTRS Community limitations
- Hard to configure
- Steep learning curve
- Requires technical expertise
Switching from Kayako to OTRS Community or the other way around?
Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.