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Comparison · Support
Kayako vs Hatz AI
A side-by-side editorial comparison of Kayako and Hatz AI — release velocity, themes, recent moves, and the top alternatives to consider.
Kayako vs Hatz AI: at a glance
| Feature | Kayako | Hatz AI |
|---|---|---|
| Sector | Support | Support |
| Velocity score | 0.0 | 6.3 |
| Sparks · 30d | 0 | 1 |
| Top themes | customer-support, legacy-product, stalled-changelog, communication-silence | msp, ai-platform, phone-agents, shadow-ai |
| Last editorial update | 4mo ago | 12d ago |
| Website | Visit → | — |
What is Kayako?
Kayako's public changelog has been silent since mid-2022 — the radar is showing a stalled product.
Kayako has not posted a public changelog entry since June 2022. The most recent communication was a CEO apology over a performance incident and a series of link-only release-notes posts pointing to a Help Center article. The visible operational picture is an established customer-support product no longer broadcasting product motion.
What is Hatz AI?
Hatz AI launched Activate for MSP AI deployments and made phone agents self-service in back-to-back releases
Hatz AI is shipping at a high rate across three threads: model additions (Claude Fable 5.1, Gemini 3.8 Flash, GLM 5.3, DeepSeek variants), phone agent capabilities (pause/duplicate/reassign/silence controls/live look-ups), and MSP-specific tooling (Hatz Activate for Shadow AI scanning and AI rollouts, Hatz Learn moved in-house, PSA sync improvements). The product is positioning as the AI-as-a-service layer for MSPs managing client AI adoption.
Kayako vs Hatz AI: editorial side-by-side
Kayako
0.0SUPPORT
Kayako's public changelog has been silent since mid-2022 — the radar is showing a stalled product.
◆ Current state
Kayako has not posted a public changelog entry since June 2022. The most recent communication was a CEO apology over a performance incident and a series of link-only release-notes posts pointing to a Help Center article. The visible operational picture is an established customer-support product no longer broadcasting product motion.
◆ Where it's heading
Direction is hard to read from public changelog activity alone, but the trajectory implied by the silence is unmistakable: either the product moved its release communication elsewhere, or development pace slowed enough to stop justifying a regular changelog. Either way, prospects watching only the public surface see no momentum.
◆ Prediction
Without renewed public activity, Kayako will continue to be perceived as legacy in a category where Zendesk, Intercom, and HelpScout are publishing prominently. A customer-facing changelog refresh would be the lowest-effort signal to send, and is the most likely next move if the product is in fact still under active development.
Hatz AI
6.3SUPPORT
Hatz AI launched Activate for MSP AI deployments and made phone agents self-service in back-to-back releases
◆ Current state
Hatz AI is shipping at a high rate across three threads: model additions (Claude Fable 5.1, Gemini 3.8 Flash, GLM 5.3, DeepSeek variants), phone agent capabilities (pause/duplicate/reassign/silence controls/live look-ups), and MSP-specific tooling (Hatz Activate for Shadow AI scanning and AI rollouts, Hatz Learn moved in-house, PSA sync improvements). The product is positioning as the AI-as-a-service layer for MSPs managing client AI adoption.
◆ Where it's heading
Hatz Activate is the strategic move: a Shadow AI scanning and customer activation workflow built into the admin dashboard turns Hatz from an AI chat platform into a managed AI deployment product for MSPs. Phone agents are becoming a first-class product with their own life cycle — self-service requests, drafts, silence controls, per-minute billing — suggesting Hatz is building toward a full voice AI service layer for MSP clients.
◆ Prediction
Phone agent features will reach parity with the core chat/workflow surface within two or three releases — approval workflows, templates, and call analytics are the remaining gaps — while Activate will get deeper PSA integrations as MSPs begin using it for active client management rather than just prospecting.
Alternatives to Kayako and Hatz AI
Other Support products tracked by Sparkpulse, ranked by recent ship velocity. Each card links to a full editorial trajectory and lets you pivot into a head-to-head comparison with either Kayako or Hatz AI.
Formbricks
Formbricks 6.0 RC cycle reveals commercial hardening: lower self-hosted cap, MCP OAuth, and Act as Beta
SolarWinds Service Desk
SolarWinds Service Desk is loading its Labs pipeline with native Entra ID automation, IT asset tracking, and compliance-ready task management.
Freshchat
Freshchat keeps product moves off the public record — changelog offers nothing to track.
Freshdesk
Freshdesk's changelog feed contains only marketing copy — no substantive release data available.
TeamViewer
TeamViewer's scraped feed contains only community marketing fragments—no actual release data.
See all Kayako alternatives → · See all Hatz AI alternatives →
Recent activity from Kayako and Hatz AI
Latest ship moves from both products, interleaved chronologically. ⚡ = editorial spark.
- 12d agoHatz AIHatz Learn Resources, Claude Fable 5.1, GLM 5.3, Gemini 3.8 Flash, Activate Shadow AI and PSA Sync Improvements
- 19d agoHatz AIHatz AI: Phone agents become self-service for tenants; Hatz Learn moves in-house ⚡
- 26d agoHatz AIShared Integration Credentials, Gemini 3.7 Flash, DeepSeek V4 Pro 0813, Phone Agent Tools and Approved Callers
- 1mo agoHatz AIAttachment-Only Messages, Tenant Renaming, Invoices Over the API, Phone Agent Drafts and Silence Controls
- 1mo agoHatz AIDeepSeek V4 Flash 0731, Self-Reporting Credit Usage, Phone Agent Pause/Reassign/Duplicate, Artifact Presentation Mode, Auto-Tool Selection Notice
- 1mo agoHatz AIHatz Activate: MSP AI deployment command center with Shadow AI scanning and PSA sync ⚡
- 4y agoKayakoKayako Engineering Update
- 4y agoKayakoKayako Release Notes - April 2022
- 4y agoKayakoKayako Release Notes - February 2022
- 4y agoKayakoRecent performance issues
- 4y agoKayakoKayako Release Notes - January 2022
- 4y agoKayakoPlanned Maintenance Outage
Frequently asked questions
What is the difference between Kayako and Hatz AI?
They serve adjacent needs but don't currently overlap on shipped themes. Hatz AI is currently shipping more aggressively (velocity 6.3 vs 0.0), with 1 editorial sparks in the last 30 days against 0. See the at-a-glance table above for a side-by-side breakdown of velocity, recent sparks, and editorial themes.
Is Kayako better than Hatz AI?
Sparkpulse doesn't pick a winner — we score release velocity, not feature parity. Hatz AI is currently shipping more aggressively (velocity 6.3 vs 0.0), with 1 editorial sparks in the last 30 days against 0. For your specific use case, the alternatives sections above list other Support products to evaluate alongside.
What are the best alternatives to Kayako?
Top Kayako alternatives in Support are ranked by recent ship velocity. Browse the "Kayako alternatives" section above for the current picks, or visit /alternatives/kayako for the full list with editorial commentary on each.
What are the best alternatives to Hatz AI?
Top Hatz AI alternatives in Support are ranked by recent ship velocity. Browse the "Hatz AI alternatives" section above for the current picks, or visit /alternatives/hatz-ai for the full list with editorial commentary on each.