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Kayako vs SailPoint IdentityIQ

Kayako logo

Kayako

Live Chat

Effortless customer service

From
$30/month
Rated
-
Full reviewWebsite
SailPoint IdentityIQ logo

SailPoint IdentityIQ

Live Chat

Identity governance and customer engagement platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription; SailPoint IdentityIQ high implementation costs ranging from $100,000 to $500,000+ for mid-market enterprises
  • They diverge on capability: Kayako covers Unified inbox, SailPoint IdentityIQ covers Identity governance.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Kayako and SailPoint IdentityIQ actually diverge.

Attributes where Kayako and SailPoint IdentityIQ differ
AttributeKayakoSailPoint IdentityIQ
Starting price$30/monthOn request
PlatformsWeb, Ios, AndroidWindows, Linux, Unix
Founded20012005

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Live Chat).

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 Kayako

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

Only in SailPoint IdentityIQ

  • Identity governance
  • Customer engagement
  • Risk detection
  • Compliance reporting
  • SAP
  • Oracle
  • API
  • On-premise support

Both cover

  • Salesforce

What people use each for

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

Kayako

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

SailPoint IdentityIQ

  • Customer engagementnot Kayako
  • Lead generationnot Kayako
  • Customer supportnot Kayako
  • Sales automationnot Kayako

Where each one falls short

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

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

SailPoint IdentityIQ

  • High implementation costs ranging from $100,000 to $500,000+ for mid-market enterprises
  • Complex policy syntax for identity governance rules with no visual policy builder interface
  • Requires significant IT expertise for on-premises deployment and customization

Pricing, plan by plan

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

SailPoint IdentityIQ

On request
  • Professional$200/month
    • Basic identity management
  • Enterprise$500/month
    • Advanced features
    • Multi-instance
  • Custom$undefined/month
    • Full customization
    • Dedicated support

Which should you pick?

Choose Kayako if

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

Choose SailPoint IdentityIQ if

  • You need identity governance.
  • You work on Windows, Linux, Unix.
  • You also want customer engagement.
SailPoint IdentityIQ review

Questions people ask

Is Kayako or SailPoint IdentityIQ better?
Neither clearly leads. Kayako starts at $30/month and SailPoint IdentityIQ at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Kayako or SailPoint IdentityIQ?
Kayako starts at $30/month and SailPoint IdentityIQ at On request.
Does Kayako or SailPoint IdentityIQ run on more platforms?
Kayako runs on Web, Ios, Android. SailPoint IdentityIQ runs on Windows, Linux, Unix.
What is Kayako best used for?
Kayako is most often used for help desk ticketing with a unified inbox and knowledge base, resolving support tickets automatically with an ai agent. Of those, help desk ticketing with a unified inbox and knowledge base and resolving support tickets automatically with an ai agent are not what SailPoint IdentityIQ is typically brought in for.
What can Kayako do that SailPoint IdentityIQ cannot?
Kayako covers Unified inbox, Live chat, Help center, Customer journey. SailPoint IdentityIQ covers Identity governance, Customer engagement, Risk detection, Compliance reporting. Both handle Salesforce.

Answered from the vendors’ own pages

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
SailPoint IdentityIQ: Does SailPoint IdentityIQ support self-hosted deployment?

Yes. IdentityIQ is available for on-premises self-hosted deployment, requiring 4-core CPU (8-core recommended), 16 GB RAM minimum for production, and 100 GB disk space. Supports Linux, Windows Server, AIX, and Solaris.

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
SailPoint IdentityIQ: What does IdentityIQ manage?

IdentityIQ handles identity lifecycle management, provisioning, access requests, access certifications, role management, policy enforcement, segregation of duties, and compliance management across the enterprise.

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
SailPoint IdentityIQ: Is there a SaaS alternative to self-hosted IdentityIQ?

Yes. SailPoint offers IdentityNow as a SaaS alternative to self-hosted IdentityIQ, launched in 2014 for cloud-first deployments and mid-market segments.

Source
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