What users are saying about

ClickDesk vs ProProfs Help Desk

ClickDesk
13 Ratings
ProProfs Help Desk
2 Ratings

ClickDesk

13 Ratings
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Score 6.8 out of 100

Based on 13 reviews and ratings

ProProfs Help Desk

2 Ratings
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Score 9.8 out of 100

Based on 2 reviews and ratings

Feature Set Ratings

    Incident and problem management

    ClickDesk

    Feature Set Not Supported
    N/A
    8.2

    ProProfs Help Desk

    82%
    ProProfs Help Desk ranks higher in 4/4 features
    ProProfs Help Desk ranks higher in 4/4 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.2
    82%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.3
    73%
    1 Rating

    Ticket creation and submission

    N/A
    0 Ratings
    9.1
    91%
    1 Rating

    Ticket response

    N/A
    0 Ratings
    8.2
    82%
    1 Rating

    Self Help Community

    ClickDesk

    Feature Set Not Supported
    N/A
    8.2

    ProProfs Help Desk

    82%
    ProProfs Help Desk ranks higher in 1/1 features
    ProProfs Help Desk ranks higher in 1/1 features

    Internal knowledge base

    N/A
    0 Ratings
    8.2
    82%
    1 Rating

    Multi-Channel Help

    ClickDesk

    Feature Set Not Supported
    N/A
    7.7

    ProProfs Help Desk

    77%
    ProProfs Help Desk ranks higher in 2/2 features
    ProProfs Help Desk ranks higher in 2/2 features

    Email support

    N/A
    0 Ratings
    8.2
    82%
    1 Rating

    Help Desk CRM integration

    N/A
    0 Ratings
    7.3
    73%
    1 Rating

    Attribute Ratings

    • ProProfs Help Desk is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    5.8

    ClickDesk

    58%
    6 Ratings
    6.4

    ProProfs Help Desk

    64%
    1 Rating

    Support Rating

    ClickDesk

    N/A
    0 Ratings
    7.3

    ProProfs Help Desk

    73%
    2 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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 6 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    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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    Paul Christophle | TrustRadius Reviewer
    Paul Christophle
    View all 6 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 6 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    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
    —

    ProProfs Help Desk

    General

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

    Starting Price

    $0 3 Users

    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
    —

    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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    Akram Hasan Sharkar | TrustRadius Reviewer
    Akram Hasan Sharkar
    View all 6 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    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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    Sazzad Hossain Sharkar | TrustRadius Reviewer
    Sazzad Hossain Sharkar
    View all 6 answers on this topic

    ProProfs Help Desk

    • High customer retention.
    • Optimized average response time.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    Screenshots

    ClickDesk

    —

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