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Side-by-side record

Kayako vs. Splashtop Remote Support

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

Splashtop Remote Support starts at $25 per seat, versus Kayako at $79. Splashtop Remote Support carries the higher aggregate rating (8.9/5 vs 4.0/5).

Full comparison

Kayakofrom $79 per agent/month
Splashtop Remote Supportfrom $25 per month
Audyense Score67ASFair29AS*Low
PositioningAI-powered omnichannel help desk that triages and resolves support ticketsSplashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers).
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitSMB, Mid-marketStartup, SMB, Mid-market
Pricing plans
  • Kayako One$79
  • Kay AI Agent$1
  • Free or entry planFree
  • Higher tiersCustom pricing
AI featuresYesKay AI agent handles triage, answer drafting, and autonomous multi-step ticket resolution—
Automation & macrosYesNo-code workflow automation for routing, assignment, and escalation—
CSAT & satisfaction surveysPartialCSAT ratings were a Kayako Classic feature; not detailed for the current Kayako One product—
Knowledge base & help centerYesNative help center with semantic search; Kay auto-drafts KB articles from resolved tickets—
Live chat & messagingYesKayako Messenger live chat widget with 24/7 automated chat—
Omnichannel supportYesEmail, chat, social, and voice unified in one shared queue/timeline—
Public APIYesOpen APIs and webhooks for custom integrations; Zapier connector available—
Reporting & dashboardsYesReal-time reporting, analytics, and SLA-health tracking—
Shared inbox & ticketingYesUnified shared inbox is the core of the platform—
SLA managementYesSLA tools and real-time SLA-health monitoring included—
Access From Any Device—YesDocumented in the independently researched profile.
Easy Deployment—YesDocumented in the independently researched profile.
Create And Send Deployment Package—YesDocumented in the independently researched profile.
Automatically Install And Deploy To Group Of Computers—YesDocumented in the independently researched profile.
High Performance—YesDocumented in the independently researched profile.
Attended And Unattended Remote Support—YesDocumented in the independently researched profile.
Group Computers—YesDocumented in the independently researched profile.
User Managment—YesDocumented in the independently researched profile.
Resell Remote Access—YesDocumented in the independently researched profile.
Robust Security—YesDocumented in the independently researched profile.
Remote Print—YesDocumented in the independently researched profile.
Chat While In Remote Sessions—YesDocumented in the independently researched profile.
Remote Wake Computers—YesDocumented in the independently researched profile.
File transfer—YesDocumented in the independently researched profile.
Integrations verified30+—
Aggregate rating4.0 · 222 reviews8.9 · 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: Access From Any Device
  • Documented capability: Easy Deployment
  • Documented capability: Create And Send Deployment Package
  • Documented capability: Automatically Install And Deploy To Group Of Computers
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 Splashtop Remote Support ↗

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)

Splashtop Remote Support

Splashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers). It’s a reliable software designed to assist users in remotely supporting the servers and computer of their clients. It allows the deployment of both attended and unattended support. The software provides remote access and support from your laptops and computers, mobile devices or even Chromebook. It can be easily deployed to units that need support, with the option of making your own deployment package which could then be sent to clients for installation. User groups with full control over access and privilege can be created. There’s also no issue in security as Splashtop encrypts every remote session while also providing firewall, device authentication, multi-level password, and other security features to your computers and servers. Splashtop technology powers various RMMs’ remote control function for fluid unattended support. Examples of said remote monitoring and management platforms that this software integrates with include Ninja, RSA, Atera, MS Active Directory, ServiceNow, and Naverisk. It also provides lightweight integration capabilities for third-party apps that don’t have built-in Splashtop support. There are two packages available for this software, namely Remote Support Plus and Remote Support Premium. Both of which is billed annually. The basic version starts at $25/month while the premium plan starts at $40/month. A free trial is available.

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

Splashtop Remote Support: Published starting price $25 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.
  • Splashtop Remote Support: Access From Any Device, Easy Deployment, Create And Send Deployment Package, Automatically Install And Deploy To Group Of Computers, High Performance

Questions to answer before switching

  • Does Kayako's selected plan include the features and limits we need?
  • Does Splashtop Remote Support'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.

  1. 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.
  2. Test the complete path through Salesforce, Slack, Microsoft Teams: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. 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; Splashtop Remote Support product site, FinancesOnline review, Vendor website