Deskpro Reviews & Product Details

I like Deskpro a lot because it just works really well. The HTML-based editor is really, really good and allows you to paste or insert images into the ticket, which is great. Even if you do lose your connection, when it comes back, everything you've typed, even that you haven't yet saved, is still right there on the page, which is really good. Review collected by and hosted on G2.com.

When writing a ticket or a note with the HTML-based editor, it allows you to place an image either inline with the text, or left- or right-justified with the text flowing around it, or centred, which all work perfectly in the editor. However, as soon as you save the page, it breaks left- or right-justified images and stops the text from flowing around the images. Worse, if you edit the note, it then resets every image to appear inline with the text, which means you have to manually adjust all the images' alignment settings each time you update a note, which is really frustrating. This has been an issue for the whole year we've been using Deskpro, and I'm hoping it's going to be fixed. Most software is so poorly designed that it's not even worth raising most of the issues, but Deskpro is otherwise so good that I feel it is worth raising this, and it would be fantastic if it could be fixed! Review collected by and hosted on G2.com.

The user interface is clean and robust without being distracting. Also, the notifications are highly customizable and work as expected--very intuitive. My ticket and workload visibility have never been better.

The performance is very good since it was optimized for our infrastructure, and it is ver reliable. We hve not had a down-time yet.

Our team also appreciated the implementaiton team who helped us personalize our DeskPro instance. Eloise was so knowledgable and easy to work with. Review collected by and hosted on G2.com.

Deskpro ticket structure takes some getting used to. There is no "body" or "subject" to the case; only a title and the initial email or note. This is not a problem, but it is a different approach. Review collected by and hosted on G2.com.

All the information I need is available and my supervisor can contact me easily Review collected by and hosted on G2.com.

I am a computer support adviser for AbilityNet and use it approximately once a month so feel I am coming to it fresh every time. None of the interactions seem intuitive. If I write a note there is no "send" button, I just click and hope. The tab history button doesn't show as open a tab I am actually working on. I have to log time spent, it is helpful to be reminded of this, but as this must apply to most users why is it located in the More menu and called Bill? Review collected by and hosted on G2.com.

It is both easy to use for daily tasks (once you get familiar with it) and it is complex enough to do most anything you need. As an aside my favorite added feature is the stars, I didn't realize how badly I needed them. Review collected by and hosted on G2.com.

Knowledge base article creation is awful. Default editor is very limited and painful if I need to use numbered lists. HTML editor seems very buggy and I have lost several article edits due to erratic behavior. Also switching between the two should not be an option - creates more mess than what it is worth - it should convert the article into the new format and offer to save a copy - ie all articles should only exist in one or the other. Review collected by and hosted on G2.com.

Coming from a different customer support ticket system that used Oracle, DP has been so much friendlier. There have been issues, but their team has been great in listening, working with us, and correcting them in a reasonable time frame (dependent upon the priority and impact of course). I am not a manager and do not have full access to all the configuration options, but what I do have access to is far more than "basic". I can create my own workflows, macros, templates and much more. It allows each user their own viewing options - everything down to which direction the email threads appear. Review collected by and hosted on G2.com.

Knowledgebase article creation I find to be pretty frustrating. There are little nuances like numbering that can be impossible to correct. They do offer two types of editors, one that is basic and limited options (default), and one that has mostly full options (html). The html editor I find is easy to break (fonts change on you, pictures sometimes don't appear correctly ect). The search functionality could be better, but Review collected by and hosted on G2.com.

I like that Deskpro is easy to manage and link tickets across the entire team, and ticket reference numbers mean the whole team can support. The collaboration features make Deskpro useful because they allow my entire team to manage projects effectively. We can feed information into project trackers and add agent notes to keep each other in the loop. Additionally, the initial setup was very easy with good support from Deskpro themselves and helpful user guides. Review collected by and hosted on G2.com.

I don't like the user interface for certain features such as inputting agent details. I would like a cleaner user interface. Also, it doesn't integrate with our systems. Review collected by and hosted on G2.com.

Setup and deployment was very easy. It links in with Microsoft 365 and "just works". Users find it easy to pick up and use. It is very responsive, creating tickets from emails almost instantly - no waiting around. It is well priced and easily expandable when needed. Support has always been great, problems fixed very quickly. We implemented it for one department and have now rolled it out to another one. Review collected by and hosted on G2.com.

Our setup is a fairly basic one and we do not utilise all of the functionality of the system as yet - but what we do use all appears to work OK for us. Review collected by and hosted on G2.com.

I like the ability to track my progress and see things that I have answered or not answered in Deskpro. It gives me better visibility of the task at hand compared to Outlook that I used before. In Deskpro, I'm able to see what I need to respond to and what has been responded to me, and that feature is not available on other platforms that I use to communicate with clients or coworkers. That would definitely be the main thing that I appreciate about the services provided by Deskpro. Review collected by and hosted on G2.com.

There's definitely a lag when using Deskpro, and I'm not sure if it's my Internet or something else causing it. It often lags, especially when pulling up a new message or just loading in the inbox, which can be frustrating since it'll show I have messages, but nothing is there until it catches up. Also, searching previous messages is difficult. There's lag in the search, and it doesn't always pull up everything related to what I type in, so I have to go through extra hoops to ensure things are searchable. Training myself to understand the platform was not easy, unlike the setup, which was straightforward. Review collected by and hosted on G2.com.

I like the Deskpro website and appreciate the huge number of data points for tracking. It's easy to update attributes and track progress. Review collected by and hosted on G2.com.

I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors. Review collected by and hosted on G2.com.

I like Deskpro's inquisitive layout and find it very customizable. It makes it easier for me because I always know exactly where to go and can customize my main page to meet my own needs. Also, the ability to use Deskpro on mobile devices was a factor in switching to the current version. Review collected by and hosted on G2.com.

Sometimes it loads things too slow. Besides some bugs that happen every other update. On mobile devices, I can't seem to pick my categories. Review collected by and hosted on G2.com.