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
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.
Read full review Great to manage your issues in a clear and centralised way. If your development teams work with
Jira , it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
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 Manageable workflow to ensure all users follow the same process. Can ban boards for easy visual of ticket status. Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model. Added communication tools help you get out of e-mail jail. 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 Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem). No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability. Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive. Request forms are very basic and there is no native dynamic field ability available. 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.
Read full review Support Rating 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 When I evaluated
Spiceworks , it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did.
JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and
JIRA was the better option since it was less expensive and geared towards being a ticketing system.
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 JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people. Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool. Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well. Read full review ScreenShots Jira Service Management Screenshots