Kayako vs Trengo

Kayako and Trengo represent two different philosophies in customer support software. Kayako, with its G2 rating of 4.2/5, focuses on traditional helpdesk functionality with strong ticket management, while Trengo (G2 4.4/5) emphasizes team collaboration and unified communication across channels.

The choice between these platforms often depends on whether you prioritize Kayako's established helpdesk features or Trengo's modern collaborative approach to customer service.

Kayako excels in traditional helpdesk areas with robust ticket management, SLA tracking, and customer portal functionality. Its strength lies in structured support processes and detailed reporting capabilities.

Trengo takes a collaboration-first approach, offering shared inboxes, internal chat, and team assignment features that make it easier for support teams to work together on complex issues.

While both handle email, chat, and social media, Kayako's implementation focuses on individual agent productivity, whereas Trengo emphasizes team coordination and knowledge sharing.

Kayako uses per-agent pricing from $15-$35 per agent per month, making it cost-effective for smaller teams but potentially expensive as you scale. Their pricing includes core features with add-ons for advanced functionality.

Trengo starts at $113 per month with custom pricing for larger teams, which can be more economical for bigger organizations but may be steep for small teams just getting started.

The break-even point typically occurs around 4-6 agents, where Trengo's flat rate becomes more attractive than Kayako's per-agent fees.

Choose Kayako if you need proven helpdesk functionality at competitive per-agent pricing and your team values traditional ticket workflows. Choose Trengo if you want team collaboration features and can work within their flat-rate pricing structure.

Choose Kayako if: You have a small team (1-3 agents), need traditional helpdesk features, and prefer predictable per-agent pricing.

Choose Trengo if: You have a larger team, value collaboration features, and want to avoid per-agent pricing scaling issues.

Alternative: Consider Converge at $49/month flat rate, which offers competitive features without per-agent fees, making it cost-effective for teams of any size.