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Customer Support · head to head

BMC Helix vs Kayako

BMC Helix logo

BMC Helix

Customer Support

AI-driven IT service management for the modern enterprise

From
On request
Free plan
No
Full reviewWebsite
Kayako logo

Kayako

Live Chat

Effortless customer service

From
$30/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: BMC Helix no pricing is listed on the site; buyers must submit a Request Pricing form or Contact Sales to speak with a rep, per helixops.ai (BMC Helix product page), August 2026; Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which BMC Helix and Kayako actually diverge.

Attributes where BMC Helix and Kayako differ
AttributeBMC HelixKayako
Starting priceOn request$30/month
Pricing modelquotesubscription
PlatformsWebWeb, Ios, Android
CategoryCustomer SupportLive Chat
FoundedUnknown2001

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in BMC Helix

Nothing recorded that Kayako does not also cover.

Only in Kayako

  • Unified inbox
  • Live chat
  • Help center
  • Customer journey
  • Automation
  • Reporting
  • Slack
  • Salesforce

What people use each for

The jobs each tool is most often brought in to do.

BMC Helix

  • Self-service IT support with agentic AI assistance and conversational searchnot Kayako
  • Predictive issue prevention and root cause analysis automationnot Kayako
  • Incident correlation connecting related alerts and eventsnot Kayako
  • Infrastructure asset discovery and service dependency visibilitynot Kayako
  • AIOps automation for root cause analysis and remediationnot Kayako

Kayako

  • Help desk ticketing with a unified inbox and knowledge basenot BMC Helix
  • Resolving support tickets automatically with an AI agentnot BMC Helix

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

BMC Helix

  • No pricing is listed on the site; buyers must submit a Request Pricing form or Contact Sales to speak with a rep, per helixops.ai (BMC Helix product page), August 2026

Kayako

  • The AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • A resolution counts when the AI solves the issue without human involvement, so the definition of a billable event is set by the vendor's own system
  • No per agent monthly price is published for the full Kayako One platform
  • Full platform pricing requires talking to an expert

Pricing, plan by plan

BMC Helix

On request

No published plan breakdown. See the BMC Helix review.

Kayako

$30/month
  • Inbox$30/month
    • Email & live chat
    • Help center
    • Basic automation
  • Growth$60/month
    • Everything in Inbox
    • Customer journey
    • SLA management
  • Scale$100/month
    • Everything in Growth
    • Advanced reporting
    • Custom roles

Which should you pick?

Choose BMC Helix if

Nothing in the data separates BMC Helix from Kayako on the points above - pick on price and on how each one feels to use.

BMC Helix review

Choose Kayako if

  • You need unified inbox.
  • You work on Web, Ios, Android.
  • You also want live chat.
Kayako review

Questions people ask

Is BMC Helix or Kayako better?
Neither clearly leads. BMC Helix starts at On request and Kayako at $30/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, BMC Helix or Kayako?
BMC Helix starts at On request and Kayako at $30/month.
Does BMC Helix or Kayako run on more platforms?
BMC Helix runs on Web. Kayako runs on Web, Ios, Android.
What is BMC Helix best used for?
BMC Helix is most often used for self-service it support with agentic ai assistance and conversational search, predictive issue prevention and root cause analysis automation, incident correlation connecting related alerts and events, infrastructure asset discovery and service dependency visibility. Of those, self-service it support with agentic ai assistance and conversational search and predictive issue prevention and root cause analysis automation are not what Kayako is typically brought in for.
What can BMC Helix do that Kayako cannot?
Kayako covers Unified inbox, Live chat, Help center, Customer journey.

Answered from the vendors’ own pages

BMC Helix: How is BMC Helix priced?

BMC Helix does not publish specific pricing details publicly. Pricing is available through the 'Request Pricing' link or by contacting a BMC sales representative directly.

Source
Kayako: How much does Kayako charge?

Kayako uses results-based pricing where customers pay $1 per resolved ticket when Kay AI Agent solves the issue without human intervention. There are no seat fees or setup fees. Kayako One helpdesk platform pricing requires contacting sales.

Source
Kayako: What counts as a resolved ticket for Kayako pricing?

A resolution occurs when Kay solves the customer's issue without human agent involvement, whether by taking action or providing an answer the customer confirms solves their problem. Escalations to humans and simple deflections do not count.

Source
Kayako: What is Kayako's AI resolution rate?

Kayako reports a 68 percent AI resolution rate for Kay AI Agent. The platform claims a cost advantage of $1 per resolution versus $4.60 for competitors, with reported CSAT improvement of 14 points.

Source
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