13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6.9 out of 100
Based on 13 reviews and ratings
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.1 out of 100
Based on 44 reviews and ratings
Feature Set Ratings
Incident and problem management
ClickDesk
Feature Set Not Supported
N/A
7.0
Kayako
70%
Kayako ranks higher in 6/6 features
Kayako ranks higher in 6/6 features
Organize and prioritize service tickets
N/A
0 Ratings
8.0
80%
10 Ratings
Expert directory
N/A
0 Ratings
3.1
31%
4 Ratings
Subscription-based notifications
N/A
0 Ratings
7.1
71%
7 Ratings
ITSM collaboration and documentation
N/A
0 Ratings
7.9
79%
6 Ratings
Ticket creation and submission
N/A
0 Ratings
8.0
80%
10 Ratings
Ticket response
N/A
0 Ratings
8.0
80%
10 Ratings
Self Help Community
ClickDesk
Feature Set Not Supported
N/A
7.3
Kayako
73%
Kayako ranks higher in 2/2 features
Kayako ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings
6.7
67%
8 Ratings
Internal knowledge base
N/A
0 Ratings
7.8
78%
7 Ratings
Multi-Channel Help
ClickDesk
Feature Set Not Supported
N/A
8.4
Kayako
84%
Kayako ranks higher in 5/5 features
Kayako ranks higher in 5/5 features
Customer portal
N/A
0 Ratings
9.3
93%
6 Ratings
IVR
N/A
0 Ratings
8.0
80%
1 Rating
Social integration
N/A
0 Ratings
7.0
70%
3 Ratings
Email support
N/A
0 Ratings
8.1
81%
9 Ratings
Help Desk CRM integration
N/A
0 Ratings
9.3
93%
5 Ratings
Attribute Ratings
- Kayako is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
5.8
ClickDesk
58%
6 Ratings
6.0
Kayako
60%
21 Ratings
Likelihood to Renew
ClickDesk
N/A
0 Ratings
7.8
Kayako
78%
11 Ratings
Usability
ClickDesk
N/A
0 Ratings
10.0
Kayako
100%
1 Rating
Availability
ClickDesk
N/A
0 Ratings
7.5
Kayako
75%
4 Ratings
Support Rating
ClickDesk
N/A
0 Ratings
2.6
Kayako
26%
7 Ratings
Implementation Rating
ClickDesk
N/A
0 Ratings
9.0
Kayako
90%
4 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.

Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employeesKayako
When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

Verified User
Technician in Information Technology
Education Management Company, 51-200 employeesPros
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.
SQL Developer/Data Analyst
CoopRetail, 10,001+ employees
Kayako
- Gives a very good report on an individual level of what is being done for a customer or corporate issue.
- Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
- Nice dashboard view.

Verified User
Executive in Customer Service
Telecommunications Company, 51-200 employeesCons
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.

Verified User
General Manager in Customer Service
Sporting Goods Company, 11-50 employeesKayako
- Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
- Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
- Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
General Manager
HOSTINGInternet, 11-50 employees
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
—Kayako
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$29 per month
Kayako Editions & Modules
Edition
Inbox | $15.001 |
---|---|
Growth | $30.001 |
Scale | $60.001 |
- Per User Per Month
Additional Pricing Details
—Likelihood to Renew
ClickDesk
No score
No answers yet
No answers on this topic
Kayako
Kayako 7.8
Based on 11 answers
- We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
- Our team's processes are now heavily ingrained in the system
- We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
System Administrator
Shore Power IncRetail, 11-50 employees
Usability
ClickDesk
No score
No answers yet
No answers on this topic
Kayako
Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Application Support Specialist
ImageTrendHealth, Wellness and Fitness, 51-200 employees
Reliability and Availability
ClickDesk
No score
No answers yet
No answers on this topic
Kayako
Kayako 7.5
Based on 4 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Sales and Support Manager
StyleEase Software, LLCComputer Software, 1-10 employees
Support Rating
ClickDesk
No score
No answers yet
No answers on this topic
Kayako
Kayako 2.6
Based on 7 answers
- We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
- Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Vice President of Information Technology
3formPlastics, 501-1000 employees
Implementation Rating
ClickDesk
No score
No answers yet
No answers on this topic
Kayako
Kayako 9.0
Based on 4 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
System Administrator
Shore Power IncRetail, 11-50 employees
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.
CEO / Volunteer
Akhaura Info FoundationNon-Profit Organization Management, 11-50 employees
Kayako
We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
IT Project Coordinator
SwiftTech Technology Solutions LLCInformation Technology and Services, 11-50 employees
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
Chief Operating Officer (C.O.O.)
Akhaura Info FoundationEducation Management, 11-50 employees
Kayako
- Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
- Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
Technical Support Engineer
CoverMyMedsTelecommunications, 11-50 employees