Likelihood to Recommend
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
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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It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
Read full review Pros 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. Read full review Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc) Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow Allow multiple different entry points and work flows for as many different needs your teams / company have Read full review Cons 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. Read full review Navigating through issues outside of a kan ban board can be confusing and task heavy. It's easy to clutter up the tool. It could use some easy clean up capabilities. User interface is decent, but could use work to make it more intuitive. Read full review Usability
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
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I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Read full review Alternatives Considered
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.
Read full review Zendesk
is a similar ticketing system that our organization used before
Service Desk. The main drawback of
was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself.
does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that
could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other
Suite products that we use on a day to day basis.
Read full review Return on Investment Overall pricing is high We can handle our customer's 24-hour basis with multiple agent accounts It makes easier our business productivity Read full review It is definitely cheaper than Salesforce It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester. Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product. Read full review ScreenShots Jira Service Management Screenshots