What users are saying about
13 Ratings
3 Ratings
13 Ratings
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Score 6.9 out of 100
3 Ratings
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Score 9.7 out of 100

Feature Set Ratings

    Incident and problem management

    ClickDesk

    Feature Set Not Supported
    N/A
    8.0

    Gladly

    80%
    Gladly ranks higher in 5/5 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    5.1
    51%
    2 Ratings

    Expert directory

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Ticket response

    N/A
    0 Ratings
    5.0
    50%
    1 Rating

    Self Help Community

    ClickDesk

    Feature Set Not Supported
    N/A
    10.0

    Gladly

    100%
    Gladly ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Internal knowledge base

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Multi-Channel Help

    ClickDesk

    Feature Set Not Supported
    N/A
    10.0

    Gladly

    100%
    Gladly ranks higher in 4/4 features

    IVR

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Social integration

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Email support

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Attribute Ratings

    • Gladly is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    5.8

    ClickDesk

    58%
    6 Ratings
    10.0

    Gladly

    100%
    2 Ratings

    Likelihood to Renew

    ClickDesk

    N/A
    0 Ratings
    10.0

    Gladly

    100%
    1 Rating

    Support Rating

    ClickDesk

    N/A
    0 Ratings
    10.0

    Gladly

    100%
    2 Ratings

    Likelihood to Recommend

    ClickDesk

    It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.
    Anonymous | TrustRadius Reviewer

    Gladly

    Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
    Fallon Penrod | TrustRadius Reviewer

    Pros

    ClickDesk

    • ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
    • It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
    • I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.
    Paul Christophle | TrustRadius Reviewer

    Gladly

    • Easy to use interface. Supporting customers is as easy as texting a friend.
    • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
    • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.
    Drew Chamberlain | TrustRadius Reviewer

    Cons

    ClickDesk

    • We believe ClickDesk has questionable business practices... be careful
    • ClickDesk charged us for services we did not use
    • It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.
    Anonymous | TrustRadius Reviewer

    Gladly

    • Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
    • If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
    • The inbox could notify you better of completed tasks and keep better track of your history in your own account.
    Fallon Penrod | TrustRadius Reviewer

    Pricing Details

    ClickDesk

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $16.99 per month

    ClickDesk Editions & Modules

    Additional Pricing Details

    Gladly

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $38 Per Month Per User

    Gladly Editions & Modules

    Edition
    Task Based$38.001
    Customer Facing$150.001
    1. Per Month Per User
    Additional Pricing Details

    Likelihood to Renew

    ClickDesk

    No score
    No answers yet
    No answers on this topic

    Gladly

    Gladly 10.0
    Based on 1 answer
    Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
    Fallon Penrod | TrustRadius Reviewer

    Support Rating

    ClickDesk

    No score
    No answers yet
    No answers on this topic

    Gladly

    Gladly 10.0
    Based on 2 answers
    Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
    Drew Chamberlain | TrustRadius Reviewer

    Alternatives Considered

    ClickDesk

    As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
    Akram Hasan Sharkar | TrustRadius Reviewer

    Gladly

    Gladly truly delivers what other vendors promote:
    • True Omnichannel support.
    • Easy to use UI.
    • Robust reporting.
    • Full SaaS solution.
    • Built-in knowledgebase.
    • Simple implementation.
    • Great support team.
    • True business partnership.
    • Full 360 views of your customer.
    • Reduced ramp time for agents.
    It truly is the future of Customer Support software. True game changer.
    Drew Chamberlain | TrustRadius Reviewer

    Return on Investment

    ClickDesk

    • Overall pricing is high
    • We can handle our customer's 24-hour basis with multiple agent accounts
    • It makes easier our business productivity
    Sazzad Hossain Sharkar | TrustRadius Reviewer

    Gladly

    • It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
    • Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
    • Gladly allows you to view what other representatives are doing and if they are busy or available for questions.
    Fallon Penrod | TrustRadius Reviewer

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