DeskPRO Reviews

Customer service. I can't recall a time where the support folks haven't got back to us in respectable amount of time. They always offer great support.

While this would probably be our own fault, sometimes the power of this solution gets a little overwhelming. We need to start utilizing the functionality of the tool better.

Fully customizable and dynamic. An excellent tool for remote customer support.

More satisfying mobile app support (such as integration with Firebase for PUSH notifications).

Implementation time was self-sufficient. It did not take 6 months + to implement
Upgrades are pretty seamless as well as they have auto update checking like Windows.
Easy to configure and use once you know what your processes are.
Very little intervention required by vendor

So far none except for a few bugs that I am certain will be fixed with the amount of feedback I have given.

It's more cost efficient than it's counterparts, so if you're just getting started it's a good option, or if it's just a few team members that'll be using the product with no plans for expansion in the foreseeable future. I can't say I love anything about the software when it comes to day-to-day use though.

Day-to-day ticket management is easy enough to understand but inefficient, which impacts overall productivity for all teams who use the product. Product imitations mean stats pulled are not always as reliable as they should be.

Easy to use, easy to setup, intuitive software

Limit in ticket status changes limitation

The live chat and knowledge base have been incredible at driving more enquiries. Initially we thought that the knowledge base would deter people from getting in touch, but alongside the live chat the enquiries are more targetted and know what questions they want to ask, which always helps.

Think it is more suited to larger teams. Would be nice if the interface was a bit prettier.

Good notifications for when new tickets come through.

Easy request/response system within the interface.

Setting up your signature set up takes a long time to get everything just right.

Assigning tickets to people or teams/departments can be confusing.

· There is no limit on the number of customers
· Unit price of 1User is cheap
· Detailed authority setting

The introduction of new functions such as AI is slow

can use snippets that can help you if you have some texts to use every time. and we can install it on our server.

i do not like the ui, a bit oldfashion. a bit difficult to install it if you are new to server, that's all

It's a friendly tool for new users /agents with a Good interface.
It's a very stable tool
The sales and Support team is incredible, we really appreciate it.
Good guides and manuals in your site.
Offers different solutions and apps

Forwarding emails / tickets: The email forward is not visible, you have to know this has been forwarded or Reading the full log. At same time if you want to read the forwarded email the text appears in HTML format which is difficult to read in an easy fast way
New tickets: if you are writing a ticket and you open a new window automatically the new ticket copy the data of the previous one
Multi Brand agents signtarure and reporting, it's not very friendly for end users to configure both, with exception of HTML or SQL knowledge.

Where to start... The Price is by FAR the best out there, by about half! We looked at all the major players in the industry and none of them could come close to DeskPro in price or in functionality or in customer service. The software itself, is leaps and bounds better from their automation aspects, to the simple to implement customizations (seriously we can now see a per person NPS score every time an agent opens a clients ticket, can you see why that is a bit of a game changer? Knowing overall if the client who submitted a ticket is an overall happy client or a sad client. It's a huge deal). The triggers make even the most complex workflows a breeze. We implemented Single Sign-On for our clients in less than 1 day, it was really so very simple. The system as a whole just offers so much from the Feedback system, which we use as our product Feature Requests Management system. This feature alone is worth it. No more do you have to store all your client feature requests alongside in the same view as your open trouble/bug tickets. Their fully integrated Knowledge Base system with Client Portal, AMAZINGly advanced filters with grouping. For instance from a single button/view you can see all tickets of a certain type (pretty standard stuff) but where DeskPro excels is that you can then further Order and Group that list by not only standard fields, but also all of your custom fields as well!. --> KEEP READING IN THE CONS AREA FOR THE REST OF MY PROs, I'M LIMITED TO 1500 CHARACTERS

Speaking of custom fields Deskpro Lets you mass update your custom fields. This is also just not available in any of the systems we demo'd. Their customer support is amazing. We are based out of the US and NEVER have any issues getting help from them or their team. The software is simple to setup, easy to manage, powerful and really really flexible! We used Zendesk, LiveHelpNow, TrackIT, FreshDesk, Happy Fox, Boss, Team Support, Desk.com, Cayzu, Jira, Samanage and seriously none of them were even close to what DeskPro has to offer and not to mention they all were just about double the price per agent! If you are even thinking about DeskPro; give it the 30-second trial signup. We have been with them Since December 2013.

The software is very intuitive and easy to get to grips with. The automated processes, such as ticket prioritisation and sending out custom email templates, has made us much more efficient on the Support desk.
The reports are extremely useful for collating KPI data and keeping track of the day to day tasks. The reports are configurable using the DPQL, providing a useful and powerful tool.

A previous update had disabled the ability to export reports, and the new report builder module had rendered some of the old reports un-usable when they were migrated to the new report builder. We had to manually re-create some of the reports.

The tool can be customized as per the need and features like live chat, ticket management, reporting make Deskpro a handy product.
The availability of the tool over a different platform and mobile devices makes it usable on the go.

Did not find issues with the tool, just that initially there is a bit of a learning curve.

I QA deskpro every release for my company and when I do find an issue Deskpro ALWAYS fixes it quickly and that is what I love most about the software is the people who develop it. They have strong developers who make solid software.

I will say that Deskpro needs a 2FA or multi-factor solution.

Work area professional is an extraordinary item to use for organizations and working in a high speed environment.
The UI is not difficult to utilize and buyer friendly.
Organization by teams ability to costumize,advanced incorporations with frameworks.

It takes a short time to get familiar with every one of the elements of the software,but following a couple of days my staff got cutting-edge and now it's not difficult to utilize.

- flexibility
- customization
- knowledge base integrated

For what we asked of it (ticketing and knowledge base), I cannot find many cons compared to the competition and the price!

Easy to implement, flexible across various verticals

Hard to customize for more detailed functions

The amount of features it has built in and the ease of use for the users.

Some of the advanced features require knowledge that would outside the skillset of an average admin.

Easy to use, easy to customise, very happy with the software

Amount of email notification triggered, not an issue on Deskpro I'm sure we are missing something in the settings

The admin interface was easy to set up and had all the right things in the right places.

The user interface was slow and don't even think about opening the tool in multiple tabs. The overall UI was cramped and not clean so it is hard to notice things.

I've used OnPremis and now Cloud version and both of them were very easy to set up.
The interface-s (both agent's and admin's) are quite intuitive, I didn't even know that there were manuals for them, I just started using them.

They have some "hidden" costs which were very unpleasant.
For example, the cost of removing their logo from your public support center pages, the cost of transferring from OnPremis to Cloud.

The customerstickets are easily sorted with the functionality of Deskpro. On the other end show the dashboards a very insightfull overview of the statistics.

When you try to make a new ticket and you press a button on the keyboard too fast it gives you other options such as a new article entry and such. It's just a thing that happends every once in a while. Nothing too annoying.

Ease of use. So many options to choose from in which all help streamline our support and communication.

No cons just wishes. I wish DeskPro would enhance statuses so we could create custom ones that would only be triggered once a task has been completed.

Easy, Price, Functions, support and Deplyement on premise option.

complexity and learning curve is not that great.

The software is easily set-up and implemented. Navigating is mostly easy but on the few areas that were somewhat confusing the customer support were fantastic and easily available to sort requests. The guides system is in BETA at the moment but is going to be a great module and I am enjoying the process.

There are a few bugs with the portal and guides area of the system that needs some fine-tuning but overall I have very little complaints.