ClickDesk vs Microsoft Parature (Discontinued)

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.

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Verified User

Engineer in Engineering

Building Materials Company, 1001-5000 employees

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The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.

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Rusty Wilson

VP Customer Support

ZenossInformation Technology and Services, 51-200 employees

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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.

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Paul Christophle

SQL Developer/Data Analyst

CoopRetail, 10,001+ employees

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Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.

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Brendon Newell

Unified Technology Support - Student Technician

Interactive IntelligenceInformation Technology and Services, 51-200 employees

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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.

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Verified User

General Manager in Customer Service

Sporting Goods Company, 11-50 employees

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Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
Support was often unresponsive when contacted for unplanned problems.
The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.

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Verified User

Engineer in Customer Service

Computer Software Company, 51-200 employees

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

Starting Price

$16.99 per month

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

—

Likelihood to Renew

No score

No answers yet

No answers on this topic

Microsoft Parature (Discontinued) 6.1

Based on 10 answers

Parature has been the best option for this campus in terms of what we use it for and there is no alternative

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Carrie Canty

Dean of Students Coordinator

UC Santa CruzEducation Management, 501-1000 employees

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Usability

No score

No answers yet

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Microsoft Parature (Discontinued) 2.0

Based on 2 answers

It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.

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Verified User

Engineer in Customer Service

Computer Software Company, 51-200 employees

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Reliability and Availability

No score

No answers yet

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Microsoft Parature (Discontinued) 7.5

Based on 4 answers

They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.

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Rusty Wilson

VP Customer Support

ZenossInformation Technology and Services, 51-200 employees

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Support Rating

No score

No answers yet

No answers on this topic

Microsoft Parature (Discontinued) 1.0

Based on 2 answers

Nothing ever seemed to get resolved

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Verified User

Account Manager in Professional Services

E-Learning Company, 501-1000 employees

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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.

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