ClickDesk vs Microsoft Parature (Discontinued)

• They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
• They also have a simple ticking system along with live chat, it's not huge but it does work.
• Easy to implement with well known knowledgeable and CMS.

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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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• Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
• More information about users. Real time page visiting histories (more advanced way).
• Customers can review the agent's profile information (public profile).

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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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• We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
• It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.

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• Parature allows for better Customer Service
• Can follow up automatically for tickets
• Will automatically close tickets that haven't been responded to.
• Allows customers to reopen tickets easily and not allow them to be missed.

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