Deskpro Reviews & Product Details

The user interface is clean and robust without being distracting. Also, the notifications are highly customizable and work as expected--very intuitive. My ticket and workload visibility have never been better.

The performance is very good since it was optimized for our infrastructure, and it is ver reliable. We hve not had a down-time yet.

Our team also appreciated the implementaiton team who helped us personalize our DeskPro instance. Eloise was so knowledgable and easy to work with. Review collected by and hosted on G2.com.

Deskpro ticket structure takes some getting used to. There is no "body" or "subject" to the case; only a title and the initial email or note. This is not a problem, but it is a different approach. Review collected by and hosted on G2.com.

It is both easy to use for daily tasks (once you get familiar with it) and it is complex enough to do most anything you need. As an aside my favorite added feature is the stars, I didn't realize how badly I needed them. Review collected by and hosted on G2.com.

Knowledge base article creation is awful. Default editor is very limited and painful if I need to use numbered lists. HTML editor seems very buggy and I have lost several article edits due to erratic behavior. Also switching between the two should not be an option - creates more mess than what it is worth - it should convert the article into the new format and offer to save a copy - ie all articles should only exist in one or the other. Review collected by and hosted on G2.com.

I love that Deskpro allows us to easily manage all our outstanding support tickets. It's a joy to use, much better than the awful SharePoint tickets database we used before. I find it impressive that it never loses tickets, even if the browser messes up. Reloading the page restores all the text, as it's automatically saved as you type. I’m pretty impressed with it overall, and as a software developer who is a bit of a perfectionist, I don't usually say that about much software. It’s a huge bonus that I've never wanted to throw my computer out the window while using it. Review collected by and hosted on G2.com.

I get a bit irritated when I edit an existing note because I have to format all the images again before saving it. If I don't, they just default to being centred. This has been the case for the year or so we've been using it, it doesn't seem to have been fixed yet, and it would be really nice if it were. Also, it looks as if it allows you to place an image to the right (or left) of the main text, but in practice, this fails when you save it, and moves all your text down below the image. It'd be great if these two irritations could be fixed. Review collected by and hosted on G2.com.

Coming from a different customer support ticket system that used Oracle, DP has been so much friendlier. There have been issues, but their team has been great in listening, working with us, and correcting them in a reasonable time frame (dependent upon the priority and impact of course). I am not a manager and do not have full access to all the configuration options, but what I do have access to is far more than "basic". I can create my own workflows, macros, templates and much more. It allows each user their own viewing options - everything down to which direction the email threads appear. Review collected by and hosted on G2.com.

Knowledgebase article creation I find to be pretty frustrating. There are little nuances like numbering that can be impossible to correct. They do offer two types of editors, one that is basic and limited options (default), and one that has mostly full options (html). The html editor I find is easy to break (fonts change on you, pictures sometimes don't appear correctly ect). The search functionality could be better, but Review collected by and hosted on G2.com.

I like that Deskpro is easy to manage and link tickets across the entire team, and ticket reference numbers mean the whole team can support. The collaboration features make Deskpro useful because they allow my entire team to manage projects effectively. We can feed information into project trackers and add agent notes to keep each other in the loop. Additionally, the initial setup was very easy with good support from Deskpro themselves and helpful user guides. Review collected by and hosted on G2.com.

I don't like the user interface for certain features such as inputting agent details. I would like a cleaner user interface. Also, it doesn't integrate with our systems. Review collected by and hosted on G2.com.

Setup and deployment was very easy. It links in with Microsoft 365 and "just works". Users find it easy to pick up and use. It is very responsive, creating tickets from emails almost instantly - no waiting around. It is well priced and easily expandable when needed. Support has always been great, problems fixed very quickly. We implemented it for one department and have now rolled it out to another one. Review collected by and hosted on G2.com.

Our setup is a fairly basic one and we do not utilise all of the functionality of the system as yet - but what we do use all appears to work OK for us. Review collected by and hosted on G2.com.

I like the ability to track my progress and see things that I have answered or not answered in Deskpro. It gives me better visibility of the task at hand compared to Outlook that I used before. In Deskpro, I'm able to see what I need to respond to and what has been responded to me, and that feature is not available on other platforms that I use to communicate with clients or coworkers. That would definitely be the main thing that I appreciate about the services provided by Deskpro. Review collected by and hosted on G2.com.

There's definitely a lag when using Deskpro, and I'm not sure if it's my Internet or something else causing it. It often lags, especially when pulling up a new message or just loading in the inbox, which can be frustrating since it'll show I have messages, but nothing is there until it catches up. Also, searching previous messages is difficult. There's lag in the search, and it doesn't always pull up everything related to what I type in, so I have to go through extra hoops to ensure things are searchable. Training myself to understand the platform was not easy, unlike the setup, which was straightforward. Review collected by and hosted on G2.com.

I like the Deskpro website and appreciate the huge number of data points for tracking. It's easy to update attributes and track progress. Review collected by and hosted on G2.com.

I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors. Review collected by and hosted on G2.com.

I like Deskpro's inquisitive layout and find it very customizable. It makes it easier for me because I always know exactly where to go and can customize my main page to meet my own needs. Also, the ability to use Deskpro on mobile devices was a factor in switching to the current version. Review collected by and hosted on G2.com.

Sometimes it loads things too slow. Besides some bugs that happen every other update. On mobile devices, I can't seem to pick my categories. Review collected by and hosted on G2.com.

I appreciate that Deskpro is highly configurable, allowing me to set it up exactly how I want. I really like the integration with Shortcut, eliminating the need for manual checking and reducing missed information. The ability to change and configure almost anything, from email templates to Customer Portal design and layout, is something I find very useful. Launching the Customer Portal has also received positive feedback from our customers. The onboarding package we purchased made the setup process seamless. Review collected by and hosted on G2.com.

The Teams integration is limited. It would be great to allow the option of creating tickets via Teams that allow custom fields to be used. Review collected by and hosted on G2.com.