What users are saying about
8 Ratings
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Score 6.7 out of 100
1 Rating
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Score 6.4 out of 100

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

ProProfs Help Desk

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ClickDesk
ProProfs Help Desk
8.2
Organize and prioritize service tickets
ClickDesk
ProProfs Help Desk
8.2
ITSM collaboration and documentation
ClickDesk
ProProfs Help Desk
7.3
Ticket creation and submission
ClickDesk
ProProfs Help Desk
9.1
Ticket response
ClickDesk
ProProfs Help Desk
8.2

Self Help Community

ClickDesk
ProProfs Help Desk
8.2
Internal knowledge base
ClickDesk
ProProfs Help Desk
8.2

Multi-Channel Help

ClickDesk
ProProfs Help Desk
7.7
Email support
ClickDesk
ProProfs Help Desk
8.2
Help Desk CRM integration
ClickDesk
ProProfs Help Desk
7.3

Pros

ClickDesk

  • 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.
Akram Hasan Sharkar | TrustRadius Reviewer

ProProfs Help Desk

  • 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.
Anonymous | TrustRadius Reviewer

Cons

ClickDesk

  • 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).
Sazzad Hossain Sharkar | TrustRadius Reviewer

ProProfs Help Desk

  • 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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ClickDesk

ClickDesk was good at what it did, but it doesn't have the holistic approach that Teams does. With Teams, you can not only chat and make calls, you can host webinars. You can see when people have read your messages to see if they are ignoring you or not. Screen sharing is a breeze and is easy to presentations with the audience. People can virtually raise their hands when they have a question. Also, it [is] easy to conduct polls from the audience in Teams.
Anonymous | TrustRadius Reviewer

ProProfs Help Desk

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.
Anonymous | TrustRadius Reviewer

Return on Investment

ClickDesk

  • 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.
Anonymous | TrustRadius Reviewer

ProProfs Help Desk

  • High customer retention.
  • Optimized average response time.
Anonymous | TrustRadius Reviewer

Screenshots

ClickDesk

Pricing Details

ClickDesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ClickDesk Editions & Modules

Additional Pricing Details

ProProfs Help Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ProProfs Help Desk Editions & Modules

Edition
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3
  1. 3 Users
  2. 5 Users
  3. Unlimited Users
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ClickDesk
8.0
ProProfs Help Desk
6.4

Support Rating

ClickDesk
ProProfs Help Desk
7.3

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