ClickDesk vs. ProProfs Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ClickDesk
Score 8.4 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
ProProfs Help Desk
Score 8.1 out of 10
Mid-Size Companies (51-1,000 employees)
ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution. Key benefits and capabilities include: Timely resolution of customer queries: Customers feel delighted with timely responses. ProProfs help desk ticketing system allows managers and system…
$49
3 Users
Pricing
ClickDeskProProfs Help Desk
Editions & Modules
No answers on this topic
TEAM
$ 49 per month
3 Users
BUSINESS
$ 89 per month
5 Users
ENTERPRISE
$ 499 per month
Unlimited Users
Offerings
Pricing Offerings
ClickDeskProProfs Help Desk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
ClickDeskProProfs Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ClickDesk
-
Ratings
ProProfs Help Desk
8.2
1 Ratings
4% above category average
Organize and prioritize service tickets00 Ratings8.21 Ratings
ITSM collaboration and documentation00 Ratings7.31 Ratings
Ticket creation and submission00 Ratings9.11 Ratings
Ticket response00 Ratings8.21 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ClickDesk
-
Ratings
ProProfs Help Desk
8.2
1 Ratings
6% above category average
Internal knowledge base00 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ClickDesk
-
Ratings
ProProfs Help Desk
7.7
1 Ratings
1% above category average
Email support00 Ratings8.21 Ratings
Help Desk CRM integration00 Ratings7.31 Ratings
Best Alternatives
ClickDeskProProfs Help Desk
Small Businesses
Gist
Gist
Score 9.6 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
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 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ClickDeskProProfs Help Desk
Likelihood to Recommend
3.0
(6 ratings)
6.4
(1 ratings)
Support Rating
-
(0 ratings)
7.3
(1 ratings)
User Testimonials
ClickDeskProProfs Help Desk
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.
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ProProfs
As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
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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.
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ProProfs
  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
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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.
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ProProfs
  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
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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.
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ProProfs
I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
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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
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ProProfs
  • High customer retention.
  • Optimized average response time.
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ScreenShots

ProProfs Help Desk Screenshots

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