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Customer Support · head to head

Document360 vs Kayako

Document360 logo

Document360

Customer Support

Self-service knowledge base software for product documentation

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: Document360 no published flat-rate pricing makes it hard to compare costs upfront against competitors.; Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • They diverge on capability: Document360 covers Category Manager, Kayako covers Unified inbox.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Document360 and Kayako actually diverge.

Attributes where Document360 and Kayako differ
AttributeDocument360Kayako
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 Document360

  • Category Manager
  • Eddy AI
  • Article Revision History
  • SSO & Role-Based Access
  • Analytics
  • Multi-language Support
  • API Documentation Tools

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.

Document360

  • Product and API documentationnot Kayako
  • Internal knowledge managementnot Kayako
  • Customer self-service supportnot Kayako
  • Multi-language documentation portalsnot Kayako

Kayako

  • Help desk ticketing with a unified inbox and knowledge basenot Document360
  • Resolving support tickets automatically with an AI agentnot Document360

Where each one falls short

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

Document360

  • No published flat-rate pricing makes it hard to compare costs upfront against competitors.
  • Requires a sales quote process rather than instant self-service signup for paid plans.
  • Advanced AI features are usage-metered and may require additional purchases.
  • Smaller teams may find the enterprise-oriented feature set more complex than needed.

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

Document360

On request
  • Custom$undefined/month
    • Team accounts
    • Workspaces
    • Languages

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 Document360 if

  • You need category manager.
  • You work on web.
  • You also want eddy ai.
Document360 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 Document360 or Kayako better?
Neither clearly leads. Document360 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, Document360 or Kayako?
Document360 starts at On request and Kayako at $30/month.
Does Document360 or Kayako run on more platforms?
Document360 runs on web. Kayako runs on Web, Ios, Android.
What is Document360 best used for?
Document360 is most often used for product and api documentation, internal knowledge management, customer self-service support, multi-language documentation portals. Of those, product and api documentation and internal knowledge management are not what Kayako is typically brought in for.
What can Document360 do that Kayako cannot?
Document360 covers Category Manager, Eddy AI, Article Revision History, SSO & Role-Based Access. Kayako covers Unified inbox, Live chat, Help center, Customer journey.

Answered from the vendors’ own pages

Document360: How is Document360 pricing determined?

Pricing is customized rather than tiered flat-rate, based on team accounts, workspaces, languages, SSO/security needs, knowledge base privacy model, and AI Suite usage.

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
Document360: Is there a free trial?

Yes, Document360 offers a 14-day free trial with full feature access and no credit card required.

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
Document360: What compliance and security features are included?

All plans include SOC 2 Type II compliance, SSL encryption, and security features such as roles, permissions, and SSO.

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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