Deskpro Reviews & Product Details

Deskpro excels in ticket handling with its sophisticated automation capabilities. We like the product because it offers advanced ticket routing, custom workflows, and SLA management that meets our client requirements. The ability to create automation rules helps our team to handle requests efficiently while maintaining consistency in service delivery.

One of Deskpro's standout features is its omnichannel capability. The product seamlessly integrates email, live chat, voice calls, social media messaging and self-service knowledge base. This unified approach ensures customers can reach support through their preferred channel while agents manage all communications from a single interface.

Last but not least, Deskpro also supports on-prem deployment, which is a must in air-gap environments. The containerized deployment is just a breeze. Review collected by and hosted on G2.com.

Sometimes the plugin documentation is not explaining all the use cases or implications of various configuration options. Review collected by and hosted on G2.com.

Deskpro lets us handle support needs across different software platforms seamlessly for our global customers. One of the best things we've noticed is the automation of our ticketing processes, response workflows, and communications. This has not only made our processes smoother but also improved our response times and the quality of our support interactions.

Deskpro also has essential features like 'Service Level Agreement' tracking, Customer Satisfaction feedback, and robust Reporting. These tools are great for understanding our business performance and making data-driven decisions to improve our support services.

Plus, Deskpro integrates really well with our other internal systems, making cross-team collaboration super easy. The connection to Salesforce allows us to smoothly transition from Deskpro to Salesforce whenever we need information stored there. Similarly, the Jira integration helps us stay updated on issues escalated to our Development team.

The powerful reporting capabilities of Deskpro let us analyze our ticket data in various ways, catering to different stakeholder teams. Whether it's support tickets we need to train our team on or tickets requiring escalation involvement, the reporting not only provides insights into time and effort spent but also highlights areas where we can improve.

Deskpro's user portal and knowledgebase is its user-friendliness. Our customers can effortlessly navigate and find the information they need, which significantly enhances their overall experience. Furthermore, customizing the knowledgebase to align with our company's look and feel has been a breeze. This customization ensures that the knowledgebase integrates seamlessly with our platforms, providing a consistent and professional experience for our users. Review collected by and hosted on G2.com.

Some times the agent user interface can seem busy, but there is nothing I would ask to have taken away. Review collected by and hosted on G2.com.

Very easy to use. For a small business, we were looking for something we could roll out across the business quickly and easily. Deskpro has ticked that box perfectly for us.

Brilliant onboarding from the team get us set for success early doors.

The ability for growth that Deskpro provides with flexible pricing allows us to adjust as we scale our business better than companies that tie us in with lengthy contracts.

One final positive is the team have loved the demo videos to help get us up to speed so keep them coming!! Review collected by and hosted on G2.com.

Greater flexibility when it comes to custom form on our website (More of a personal touch from design and style) Though other than that little we would change. Review collected by and hosted on G2.com.

Customizable Interface – The UI is intuitive and can be tailored to fit your workflow and branding. Review collected by and hosted on G2.com.

Feature Overload – If you’re looking for a simple helpdesk tool, Deskpro might have more features than you actually need. Review collected by and hosted on G2.com.

Ease of implementation to an external site, and the customer support in assisting the most optimal implementation to said site. Customisability of the form is also excellent, allowing it to match with brand colours and be tailored to the exact enquiries we expect to recieve. Review collected by and hosted on G2.com.

Despite the excellent customisability, the creation of the departments and their corresponding flows in forms can be a little clunky to set up, however the functionality being there in the first place is the most valuable aspect. Review collected by and hosted on G2.com.

I've been using DeskPro for a couple years now and overall, my experience with it has been very positive. DeskPro allows the end user to not only create their own custom lists and how to view the tickets themselves, but it also allows the user to create their own custom functionality when responding to tickets/adding notes. I feel that it's Help Center/Knowledge Base is very simple to use as well. Review collected by and hosted on G2.com.

I think DeskPro could use an improvement to their Tasks feature. I feel that that functionality is often underutilized and hasn't gotten any updates since the new interface change. Review collected by and hosted on G2.com.

We started using Deskpro instead of a internal helpdesk, this has completely changed the way the company works.

We now all work a lot more efficiently and can prioritise tasks easily. Review collected by and hosted on G2.com.

30 members of staff now within the company and agreed that having a little number of how many tasks you have assigned to you, or having a little number about how many tickets are assigned to you on the left hand panel would be helpful.

Or to have a dashboard you could choose and customise to see all of this data easily on a Homepage

Lastly to be able to have notifications

Of ticket updates come into Teams. Review collected by and hosted on G2.com.

Im in my fisrt 3 weeks of usining it and have not yet found part of it i would rate as a positive of another at this stage. pop up view of the screen is useful rather than having to go into te whole ticket. Review collected by and hosted on G2.com.

I have used 4 different ticket systems and find this system has far to much information and messy on the main screens. it is not unusual for ticket systems to be used accross multiple clients and a simpler interface to display this information and comunicate. for example client 1 or client 7 could be for diffrent comainies and having to see there email address to work that out seems poor. maybe set up was not carried out on this well but im coming into an exsiting set up. Review collected by and hosted on G2.com.

Browser notifications, customisability, collaboration with fellow agents. Review collected by and hosted on G2.com.

The new GUI upgrade has some upsides but some downsides as well. Feedback implementation is rather slow.

For example, despite submitting feedback for providing a toggle to turn on/off the tickets preview on mouse hover - that hasn't been implemented yet.

Previously we used to have a checkbox for "Sending email" when replying to a ticket but that's gone now, that was very useful. Review collected by and hosted on G2.com.

There are many features that we don't use that may be useful for others. It is intuitive and the interface looks slick both for customers and admins/agents. I've been a user for over 2 decades and the product has developed really well into a full-fledged system. However, that does add complexity and no longer makes it possible to implement features we've been asking for. Review collected by and hosted on G2.com.

It lacks integration with WHMCS and other webhosting tools we use. Granted, it was never advertised for webhosts, but being a customer for many decades from the start of Deskpro v2 till today, we still use it for our company. Support is slow and hit or miss, many of my tickets were ignored or never responded before they developed a new version called Horizon. Pricing is expensive for smaller companies and other than the reason we have a special rate, it is impossible to justify the cost if you have a small organization. Review collected by and hosted on G2.com.