O software oferece uma variedade de recursos para gerenciamento de tickets, autoatendimento ao cliente, chat ao vivo e feedback do cliente. Ele também inclui relatórios, CRM e capacidades de colaboração. Análise coletada por e hospedada no G2.com.
Demora um pouco para aprender todas as funções do software, mas depois de alguns dias, a equipe da minha empresa se atualizou e agora é fácil de usar. Análise coletada por e hospedada no G2.com.
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One of my favourite features is simply that I can group tickets by organisation I have multiple schools that I support on a weekly schedule, I love that I can quickly and easily highlight the tickets for that school when I am on site. This really helps to focus my work, so that I can efficiently work through tickets which in turn helps me to provide great customer support. Análise coletada por e hospedada no G2.com.
When creating a ticket or adding a comment to a ticket, the default is to email the user. I don't like this feature. In my line of work, the most common thing for me to add to a ticket is a note. I have in the past accidently sent a note as an email - thankfully the note was appropriate to send . However this may not always be the case. I would prefer if either as an individual user can I change the default, or the company administrator could do it for all of field engineers. Análise coletada por e hospedada no G2.com.
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. Análise coletada por e hospedada no G2.com.
Sometimes the plugin documentation is not explaining all the use cases or implications of various configuration options. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.
Some times the agent user interface can seem busy, but there is nothing I would ask to have taken away. Análise coletada por e hospedada no G2.com.
DeskPro is easy to set up, with assistance from their onboarding team we had DeskPro fully operatorial in under two weeks. Everything is customizable and support has been responsive despite based in Europe. Cost is excellent compared to competitors in the market. Análise coletada por e hospedada no G2.com.
No major dislikes or complaints. Would like to see layout customization for forms, ability to place custom fields side by side. Análise coletada por e hospedada no G2.com.
Deskpro is a highly customizable help desk software that should suit just about any need. Its built-in integrations and relatively straightforward REST API make it a developer-friendly platform that allows for tying it in to the rest of your tech stack. Análise coletada por e hospedada no G2.com.
The UI is a bit difficult to parse and slow at times. Análise coletada por e hospedada no G2.com.
Muito fácil de usar. Para uma pequena empresa, estávamos procurando algo que pudéssemos implementar rapidamente e facilmente em toda a empresa. Deskpro atendeu perfeitamente a essa necessidade para nós.
A capacidade de crescimento que o Deskpro oferece com preços flexíveis nos permite ajustar à medida que expandimos nosso negócio melhor do que empresas que nos prendem com contratos longos.
Um ponto positivo final é que a equipe adorou os vídeos de demonstração para nos ajudar a nos atualizar, então continuem com eles! Análise coletada por e hospedada no G2.com.
Maior flexibilidade quando se trata de formulário personalizado em nosso site (Mais um toque pessoal de design e estilo) Embora, além disso, pouco mudaríamos. Análise coletada por e hospedada no G2.com.
Customizable Interface – The UI is intuitive and can be tailored to fit your workflow and branding. Análise coletada por e hospedada no G2.com.
Feature Overload – If you’re looking for a simple helpdesk tool, Deskpro might have more features than you actually need. Análise coletada por e hospedada no G2.com.
Facilidade de implementação em um site externo, e o suporte ao cliente em auxiliar a implementação mais otimizada para o referido site. A personalização do formulário também é excelente, permitindo que ele combine com as cores da marca e seja adaptado às consultas exatas que esperamos receber. Análise coletada por e hospedada no G2.com.
Apesar da excelente personalização, a criação dos departamentos e seus fluxos correspondentes em formulários pode ser um pouco complicada de configurar, no entanto, a funcionalidade estar presente em primeiro lugar é o aspecto mais valioso. Análise coletada por e hospedada no G2.com.
Tenho usado o DeskPro há alguns anos e, no geral, minha experiência tem sido muito positiva. O DeskPro permite que o usuário final não apenas crie suas próprias listas personalizadas e como visualizar os próprios tickets, mas também permite que o usuário crie sua própria funcionalidade personalizada ao responder a tickets/adicionar notas. Sinto que seu Centro de Ajuda/Base de Conhecimento é muito simples de usar também. Análise coletada por e hospedada no G2.com.
Acho que o DeskPro poderia melhorar o recurso de Tarefas. Sinto que essa funcionalidade é frequentemente subutilizada e não recebeu atualizações desde a mudança da nova interface. Análise coletada por e hospedada no G2.com.
