osTicket vs Kayako: Complete Comparison 2026
An in-depth comparison of features, pricing, and user experience to help you make the right choice.
osTicket
Open-source support ticket system with custom forms, auto-routing, and SLA tracking. Free self-hosted or $12/agent/mo cloud.
Kayako
Customer service platform for unified conversations across email, live chat, and social media channels.
Quick Comparison
| Aspect | osTicket | Kayako |
|---|---|---|
| Best For | Organizations with strict data sovereignty requirements | Companies wanting a unified view of customer interactions across channels |
| Pricing Model | Open Source | Free Trial |
| Starting Price | Free | $39/mo |
| Deployment | cloud, self hosted | cloud, on premise |
| Platforms | WEB | WEB, IOS, ANDROID |
| Rating | 7.2/10 | 7.0/10 |
Pros & Cons
osTicket
Pros
- Truly free and open-source with no feature restrictions
- Self-hosted option gives complete data ownership and privacy
- Custom forms are flexible enough for complex intake workflows
- Clean PHP codebase that developers can extend and modify
- Low resource requirements — runs on a basic LAMP server
- Active community with plugins for extended functionality
Cons
- No built-in live chat, phone, or social media channels
- UI design is functional but visually outdated
- Self-hosted version requires server management skills
- Reporting and analytics are very basic
- No native mobile app — only responsive web interface
- Lacks automation features that paid competitors offer
Kayako
Pros
- SingleView timeline gives agents complete customer context across channels
- On-premise option rare among modern help desk tools
- Messenger-style live chat with persistent conversations
- Mature product with 25 years of development behind it
- Clean, modern interface after the 2016 redesign
Cons
- Integration ecosystem significantly smaller than Zendesk or Freshdesk
- Reporting feels basic relative to the price point
- Big price jump from Essential ($39) to Scale ($99) with no middle tier
- Company leadership changes have created uncertainty about the roadmap
- No built-in phone/voice channel support
Pricing Comparison
| Product | Pricing Model | Starting Price |
|---|---|---|
| osTicket | open source | Free0 |
| Kayako | free trial | $39/mo |
Our Verdict
Choose osTicket if...
Organizations with strict data sovereignty requirements
Choose Kayako if...
Companies wanting a unified view of customer interactions across channels
Still Not Sure?
Explore more alternatives or read in-depth reviews to make your decision.