Side-by-side record

Kayako vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

ScreenConnect starts at $27 per seat, versus Kayako at $79. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.0/5).

Full comparison

	Kayakofrom $79 per agent/month	ScreenConnectfrom $27 per month
Audyense Score	67ASFair	29AS*Low
Positioning	AI-powered omnichannel help desk that triages and resolves support tickets	ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tier	No	Yes
Deployment	Cloud / SaaS	Cloud / SaaS
Best fit	SMB, Mid-market	Startup, SMB, Mid-market
Pricing plans	Kayako One$79 Kay AI Agent$1	Free or entry planFree Higher tiersCustom pricing
AI features	YesKay AI agent handles triage, answer drafting, and autonomous multi-step ticket resolution	—
Automation & macros	YesNo-code workflow automation for routing, assignment, and escalation	—
CSAT & satisfaction surveys	PartialCSAT ratings were a Kayako Classic feature; not detailed for the current Kayako One product	—
Knowledge base & help center	YesNative help center with semantic search; Kay auto-drafts KB articles from resolved tickets	—
Live chat & messaging	YesKayako Messenger live chat widget with 24/7 automated chat	—
Omnichannel support	YesEmail, chat, social, and voice unified in one shared queue/timeline	—
Public API	YesOpen APIs and webhooks for custom integrations; Zapier connector available	—
Reporting & dashboards	YesReal-time reporting, analytics, and SLA-health tracking	—
Shared inbox & ticketing	YesUnified shared inbox is the core of the platform	—
SLA management	YesSLA tools and real-time SLA-health monitoring included	—
Multiple agents	—	YesDocumented in the independently researched profile.
Remote Support	—	YesDocumented in the independently researched profile.
No interruptions	—	YesDocumented in the independently researched profile.
Secure information	—	YesDocumented in the independently researched profile.
Automated reconnection	—	YesDocumented in the independently researched profile.
Cross-platform compatibility	—	YesDocumented in the independently researched profile.
Browser extensions	—	YesDocumented in the independently researched profile.
Remote access	—	YesDocumented in the independently researched profile.
Unattended access	—	YesDocumented in the independently researched profile.
Simplified transfer of files	—	YesDocumented in the independently researched profile.
Roles & permissions	—	YesDocumented in the independently researched profile.
Shared toolbox	—	YesDocumented in the independently researched profile.
Remote meetings	—	YesDocumented in the independently researched profile.
Customization & branding	—	YesDocumented in the independently researched profile.
Integrations verified	30+	—
Aggregate rating	4.0 · 222 reviews	9.0 · No reviews yet
Integrations	SalesforceSlackMicrosoft TeamsWhatsAppShopifyStripe+5 more	—
Security & compliance	SOC 2ISO 27001PCI DSS	—
Pros	Easy to configure and use; straightforward ticket management Unified omnichannel timeline keeps email, chat, and social in one thread Kay AI agent automates triage and auto-drafts knowledge-base articles Responsive, well-regarded support team	Independent review documents a concrete business workflow Documented capability: Multiple agents Documented capability: Remote Support Documented capability: No interruptions Documented capability: Secure information
Cons	Interface can feel cluttered and navigation is sometimes tricky Fewer native integrations than Zendesk; no large app marketplace Costs can be unpredictable due to $1-per-resolution AI fees, and past pricing changes drew criticism Occasional technical glitches when creating tickets or adding attachments	Pricing and usage limits should be checked against the exact plan Implementation effort depends on the team's data and process maturity Reported outcomes should be validated with the buyer's own data
	Visit Kayako ↗	Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Kayako

Kayako is a customer-support help desk platform that unifies email, live chat, social, and voice into a single shared inbox with a continuous conversation timeline. It pairs traditional ticketing, a native knowledge base, SLA tools, and no-code automation with 'Kay', an AI agent that triages, drafts replies, and autonomously resolves tickets such as refunds, password resets, and order updates. A veteran vendor founded in 2001, Kayako repositioned in 2025-2026 around AI resolution and seat-free AI pricing.

A particularly good fit for: SMB and mid-market support teams wanting a unified omnichannel help desk Teams looking to automate ticket triage and resolution with an AI agent Businesses replacing channel-siloed legacy tools with a single conversation timeline

May be a poor fit if: Enterprises needing a deep native app marketplace and extensive integrations Teams wanting flat, predictable costs (per-resolution AI fees add variability)

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Kayako: Published starting price $79 per agent/month

Kayako One$79 per agent/month
Kay AI Agent$1 per resolved ticket

ScreenConnect: Published starting price $27 per month

Free or entry planFree
Higher tiersCustom pricing

Capabilities worth validating

Kayako: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Salesforce, Slack, Microsoft Teams, WhatsApp.
ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

Does Kayako's selected plan include the features and limits we need?
Does ScreenConnect's selected plan include the features and limits we need?
Does the exact integration path for Salesforce, Slack, Microsoft Teams support the sync direction, permissions, and volume we need?
Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
Test the complete path through Salesforce, Slack, Microsoft Teams: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Kayako product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website