66 Deskpro Reviews
Overall Review Sentiment for Deskpro
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Easy to implement, Outstanding Installation support, Meets all needs for a support site for a small organization, that is ticket management, knowledgebase, client management and exchanges. Very good and quick on-line support for simple issues (see across for complex issues). It is in continuous daily use, and easy to use for staff with less IT skills. Review collected by and hosted on G2.com.
Documentation is not easy to access and not up-to-date. Support is not so good for non-trivial issues. Review collected by and hosted on G2.com.
The accessible design, range of ticket features -- a combination of a chat and messaging system, built in CHAT for customers, agent-to-agent messaging, KANBAN boards.
The range of features in DeskPro is broad for a small to medium sized business. Staff can learn to use DeskPro in short amount of time and the UI is visually supportive of workflows/processes that accomodate staff needs.
Customer support has always been responsive, and is open to feedback as well. The company has a knowledgeable team of experts who can support you along the way -- from implementation to ongoing maintenance and services.
There are a wide range of integration options that can further your support services neatly into commonly used B2B applications.
Knowledge management through guide, knowledgebase, commuity forum, and file sharing are helpful. These areas have varying degrees of complexity and may take a more experienced staff to build and manage initially. The benefit in building all these out is that they can be (near) seamlessly integrated into chat, tickets, searches etc as self-help tools for customers/clients/users. Review collected by and hosted on G2.com.
Some features are not working after the Horizon update, such as the mass replies. There are also some issues where functionality does not respond to what the UI lets you believe. And example is a ticket preview, which will give you the option to copy a ticket id/ticket permalink, but then nothing is copied or confirmed for copying.
Some of the options in DeskPro around knowledge management, Guides, and file management is confusing to new and intermediate staff and requires quite a bit of training and ongoing education to work well. Review collected by and hosted on G2.com.
Being browser-based, and with the ability to submit requests via email, means our staff and students have easy access to our support systems. It provides a large range of features. Review collected by and hosted on G2.com.
The billing is not straight forward. You might have only 4 agents but rather than tally what is in use DeskPro makes you specify the number separately. This, of course, means you can pay for more than you use rather than what is used and/or pro-rata for short term use. Review collected by and hosted on G2.com.
The reports and overview screens. Its very easy to review what staff have outstanding and workloads. Review collected by and hosted on G2.com.
There is not a lot to dislike as every time we raise a query it is dealt with very quickly by the support team and deskpro. Review collected by and hosted on G2.com.
Deskpro allows for easy management of tickets with easy tools for collaboration with others on a given issue. I like that tasks can be made and attached to tickets if for example you need another person to perform something before you can progress with the ticket. The automation tools when changing the department of a ticket are a nice quality of life feature also. Review collected by and hosted on G2.com.
I'd like a functionality to be able to open bookmarks in the same browser tab rather than them opening into a new tab, especially if it is a bookmark to another section on deskpro. Review collected by and hosted on G2.com.
Its simplicity to use for the agents, and its flexibility for admin. Info is clear an on hand. Review collected by and hosted on G2.com.
Some of the reports that you might want are difficult to build in the first instance, but the Deskpro support team are happy to help when required. Review collected by and hosted on G2.com.
It's easy to use, easy to implement, user friendly for both agents and customers, and powerful enough to support and streamline everyday processes. It has a good range of features and Deskpro's support team is also knowledgeable and helpful. Review collected by and hosted on G2.com.
It's very user friendly, but some backend settings aren't well defined, so sometimes you have to figure them out using trial and error. Review collected by and hosted on G2.com.
Deskpro has been a game-changer for our organization, seamlessly integrating into multiple departments. The Support Knowledge Base is a standout feature, providing extensive and well-organized resources that empower our team to resolve issues independently. Additionally, when we need to raise an issue, the Deskpro support team is impressively reactive, ensuring our concerns are addressed promptly and efficiently. Review collected by and hosted on G2.com.
While Deskpro is robust, there is a bit of a learning curve for new users due to its extensive features. Some initial training and adaptation time are necessary to fully leverage its capabilities, but once past that, it proves to be an invaluable tool. Review collected by and hosted on G2.com.
The flexibility to direct and create tickets behind the scenes. Custom reports are also a big plus. Review collected by and hosted on G2.com.
The search features need work it does not seem to perform a full text search. When creating tickets and trying to assign to users sometimes it won't show the user even if you type the name exactly the same. Review collected by and hosted on G2.com.
