ClickDesk vs. InvGate Service Desk

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.

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This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

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• 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.

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• Set-up of system.
• GUI is user-friendly.

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• 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.

• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

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This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

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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.

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At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

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

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• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info