ClickDesk vs. Kayako

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ClickDesk
Score 8.5 out of 10
N/A
ClickDesk is an engagement platform offering live chat, video and social capabilities. ClickDesk also includes help desk functionality (ticket management, email support, alerts, etc.).
$16.99
per month
Kayako
Score 1.6 out of 10
N/A
Kayako is a help desk / ticketing product and is available is both SaaS and on-premise configurations. Is is built in PHP and uses my SQL. The product competes with HelpSpot, ZohoSupport, Freshdesk and Zendesk. The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement.
$29
per month
Pricing
ClickDeskKayako
Editions & Modules
No answers on this topic
Inbox
$15.00
Per User Per Month
Growth
$30.00
Per User Per Month
Scale
$60.00
Per User Per Month
Offerings
Pricing Offerings
ClickDeskKayako
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
ClickDeskKayako
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ClickDesk
-
Ratings
Kayako
2.0
11 Ratings
119% below category average
Organize and prioritize service tickets00 Ratings1.011 Ratings
Expert directory00 Ratings1.05 Ratings
Subscription-based notifications00 Ratings1.08 Ratings
ITSM collaboration and documentation00 Ratings1.07 Ratings
Ticket creation and submission00 Ratings7.011 Ratings
Ticket response00 Ratings1.011 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ClickDesk
-
Ratings
Kayako
1.0
9 Ratings
154% below category average
External knowledge base00 Ratings1.09 Ratings
Internal knowledge base00 Ratings1.08 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ClickDesk
-
Ratings
Kayako
1.0
10 Ratings
153% below category average
Customer portal00 Ratings1.07 Ratings
IVR00 Ratings1.02 Ratings
Social integration00 Ratings1.04 Ratings
Email support00 Ratings1.010 Ratings
Help Desk CRM integration00 Ratings1.06 Ratings
Best Alternatives
ClickDeskKayako
Small Businesses
Gist
Gist
Score 9.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ClickDeskKayako
Likelihood to Recommend
3.0
(6 ratings)
1.0
(22 ratings)
Likelihood to Renew
-
(0 ratings)
7.8
(11 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Availability
-
(0 ratings)
7.5
(2 ratings)
Support Rating
-
(0 ratings)
2.1
(4 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
ClickDeskKayako
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.
Read full review
Kayako
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.
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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.
Read full review
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.
Read full review
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.
Read full review
Kayako
  • 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.
Read full review
Likelihood to Renew
ClickDesk
No answers on this topic
Kayako
  • 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
Read full review
Usability
ClickDesk
No answers on this topic
Kayako
I did not come from an IT background and I picked this program up quickly
Read full review
Reliability and Availability
ClickDesk
No answers on this topic
Kayako
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.
Read full review
Support Rating
ClickDesk
No answers on this topic
Kayako
  • 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.
Read full review
Implementation Rating
ClickDesk
No answers on this topic
Kayako
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.
Read full review
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.
Read full review
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.
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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
Read full review
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.
Read full review
ScreenShots