What users are saying about
13 Ratings
44 Ratings
13 Ratings
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Score 6.9 out of 100
44 Ratings
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Score 7.1 out of 100

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

    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

    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

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Paul Christophle | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Joshua Tobiansky | TrustRadius Reviewer

    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
    1. 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
    Nathaniel Bannister | TrustRadius Reviewer

    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
    Derrick Green | TrustRadius Reviewer

    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.
    Marie McCourt | TrustRadius Reviewer

    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.
    Jon Shurtliff | TrustRadius Reviewer

    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.
    Nathaniel Bannister | TrustRadius Reviewer

    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.
    Akram Hasan Sharkar | TrustRadius Reviewer

    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.
    Jericho Fulgencio | TrustRadius Reviewer

    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
    Sazzad Hossain Sharkar | TrustRadius Reviewer

    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.
    CJ Estel | TrustRadius Reviewer

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