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ClickUp - Don't believe the marketing or the hype
December 06, 2023

ClickUp - Don't believe the marketing or the hype

Jonathan Elinsky | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with ClickUp

I needed a rapid replacement for project requests and problem ticket management for my software dev department. We had a prior system die on us all of a sudden and switched to ClickUp. We run a high volume of requests that are worked on by about a dozen staff. ClickUp is used to manage all the requirements and activity and also request intake.
  • it has several integrations
  • it can do custom automations
  • it has a fairly robust API interface
  • ClickUp support is useless and awful
  • The UI changes often and usually focused on silly or pretty things, but not critical or major functional corrections or enhancements
  • The data is hit or miss. Tasks report the incorrect status, values in fields randomly are missing from time to time, users sometimes disappear, lists are not in alphabetical order (meanwhile the support and dev contacts at ClickUp maintain that they are - even in the face of screenshots wherein they are not)
  • software has greatly assisted in our need to manage requests - at a basic level
  • however we have spent too much time fighting with the system and the support team, that we have a running joke that our team is ClickUp's QA and beta-testing team
  • having to devise work-arounds and deal with intermittent bad or missing data, elementary-level UI failures, and the like has actually made our lives harder
In theory, ClickUp would be facilitate better collaboration within our department and also without. However, in practice, the challenges with the software - and the limits of the functionality without being at the top-tier fee level - there really is the sense of almost collaboration enhancement, but you are left with a feeling of just missing out on something great.
As previously stated, ClickUp tries to do everything and ends up doing almost nothing very well. We put some effort into trying to lean into the tool for this kind of use, but it just never came together - via bumping into a roadblock of some kind or other at most turns.
Bugzilla was our old tool. It was VERY dated from a UI point-of-view. And it did not try to do everything under the Sun - it stuck to what it was intended to do and it did it pretty well. It wasn't a 10 outta 10 product, but we didn't have to fight with it constantly. Whatever it was supposed to do, it did well. ClickUp tries to do everything and doesn't succeed most of the time.

Do you think ClickUp delivers good value for the price?

No

Are you happy with ClickUp's feature set?

No

Did ClickUp live up to sales and marketing promises?

No

Did implementation of ClickUp go as expected?

No

Would you buy ClickUp again?

No

ClickUp seems like it COULD be good at some things related to task tracking, user assignment tracking, and reporting. But it tries to do everything and control everything and expects that its users will work out of ClickUp to manage all their other logistical management. Meaning, it has integrations to speak out to other apps and tools, but little-to-no integrations into ClickUp from other software.

It has a huge amount of flexibility and options in certain areas that I, at least, find unnecessary, redundant, and/or useless. Other areas of the software could use SO much more functionality, flexibility, and/or automation but does not have it.

ClickUp Feature Ratings

Project Management
3.8
Task Management
7
Resource Management
7
Gantt Charts
Not Rated
Scheduling
Not Rated
Workflow Automation
2
Team Collaboration
2
Support for Agile Methodology
Not Rated
Support for Waterfall Methodology
6
Document Management
2
Email integration
2
Mobile Access
2
Timesheet Tracking
Not Rated
Professional Services Automation
Not Rated
Project & financial reporting
Not Rated

ClickUp Support

They talk like 6th graders that grew up on Barney the Dinosaur.
They are super-delighted that you contacted them and reply telling you so, peppering their messaging with exclamation points and emojis of rainbows, unicorns, flowers, rabbits, etc..
However, they refuse to get on voice call, make you do tons of work to record and document everything about your problem, including screen recordings, multiple steps of authorizing them to help, and more. Then they pass your problem on to someone else who starts everything all over again (including the unicorns).
They provide you a support ticket number - except do not have a system in which you can view your ticket, with or without a number.

All of that aside, they don't actually fix anything, like at all. But they are excited to get you to join their support forum so you can spend hours there chatting about their software and swapping cute emojis.

Showed them screenshots of an "alphabetized list of names" that are not alphabetized and they responded that all their lists are alphabetized, so we are wrong.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
No. Not sure it was an option, but had no budget for more expense level anyway. Also, shouldn't need premium support to use a properly built piece of software.
Yes - No...no...and no. But they sent me unicorn and rainbow emojis, so I think they think they did great.
No, I most certainly can not, as they have not once provided even successful or satisfactory support, let alone exceptional support - again, unless you ask them, in which case I am certain they believe they've done an amazing job every time.