Kayako vs Request Tracker

Choosing between Kayako and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.

EmailLive chatLegacyOpen-sourcePerlLegacy

When to choose Kayako

  • Unified customer journey
  • Good live chat

When to choose Request Tracker

  • Open-source
  • Battle-tested enterprise tool
  • Highly customizable

Key differences between Kayako and Request Tracker

FactorKayakoRequest Tracker
Best fitsmall and mid-sized support teamsIT and internal service teams
Starting priceFrom $15/agent/moFree plan / low-cost entry
G2-style rating4/54/5
Main focusAI-assisted support and automationITSM workflows, service requests, and asset-related support
Categorysmbfree, itsm

Kayako limitations

  • Product development has slowed down
  • Support can be unresponsive

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

Switching from Kayako to Request Tracker 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.

Plan a migration

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