Deskpro Reviews

Browser notifications, customisability, collaboration with fellow agents.

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.

I like how easy it is to found any information you need or want in Deskpro.

The interface provide you with everything that you need.

It make the customer support really easy as we can easily exchange information with the customer.

Nothing really, Maybe being abble to be two agent on a ticket could be good?

Customisable to suite your need.

Straightforward to use.

UI isn't the most intuitive design, could do with modernising.

Provides a place for our helpdesk tickets to be collated.

We use Deskpro in a private university with 4 different departments as a communication channel for staff, students, and applicants. The administration in the initial setup is time-consuming, but it is excellently supported by the support team, and for the request handlers, the system is both pleasantly simple to understand and customizable when the handlers delve deeper into Deskpro. We receive at least 50 requests per day, and the rate of "overlooked" problems or requests has significantly decreased. Particularly helpful is the traceability and the integration of help articles that are available to users for self-help. The login via Microsoft's SSO was complex, but now that it is running, it makes the system very pleasant for all involved to use.

In detail, the administration needs improvement. For example, the triggers used for the system's behavior are not sortable, only filterable. We use the system in four different departments, sometimes with different triggers. Finding one's way around and implementing changes is unnecessarily complicated and prone to errors. Especially when someone new has to familiarize themselves with the system.

Working through inquiries systematically is easy with Deskpro.

It's easy to see comments being typed in real time by coworkers on tickets. We use it everyday and it's very simple for the customers to use as well.

There are quite a few tabs on the side that were a bit tricky to navigate but it is easy to get the hang of it.

We are able to receive requests for help from individuals and are now able to sort and respond to these tickets accordingly.

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.

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.

To efficiently manage incoming tickets.

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.

Customizable Interface – The UI is intuitive and can be tailored to fit your workflow and branding.

Feature Overload – If you’re looking for a simple helpdesk tool, Deskpro might have more features than you actually need.

Task

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.

Flexibility to adapt and user-friendly to everyone.

Nothing at this time but will keep you updated if anything changes

Efficiently managing customer inquiries across various channels, resolving issues quickly and effectively.