Deskpro Features

Platform (6)

Mobile User Support: Based on 59 Deskpro reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Based on 70 Deskpro reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Based on 67 Deskpro reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Based on 62 Deskpro reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting: Based on 66 Deskpro reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 67 Deskpro reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Ticket Creation User Experience: Based on 74 Deskpro reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 73 Deskpro reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 73 Deskpro reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Based on 72 Deskpro reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management: Based on 69 Deskpro reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Based on 72 Deskpro reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Based on 72 Deskpro reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 66 Deskpro reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Customer Portal: Based on 72 Deskpro reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Based on 72 Deskpro reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Based on 66 Deskpro reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Based on 57 Deskpro reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: Based on 55 Deskpro reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Knowledge Base: Provides a repository of information that can be used by those seeking support. This feature was mentioned in 22 Deskpro reviews.
Searchable Articles: Makes articles in the knowledge base searchable on the web. This feature was mentioned in 21 Deskpro reviews.
Community Forums: Enables users to engage with other users to solve common issues. This feature was mentioned in 19 Deskpro reviews.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices
Personalization: Based on 11 Deskpro reviews. Gives the user targeted, personalized results based on their activity or preferences

Branding: As reported in 12 Deskpro reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation: Automates some or all operation related tasks This feature was mentioned in 11 Deskpro reviews.
Artificial Intelligence: Utilizes artificial intelligence to improve workflows or customer experiences
Integrations: Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 12 Deskpro reviews.

Pop-up Chat: Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Based on 11 Deskpro reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails: Based on 10 Deskpro reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.
In-App Messaging: Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them.

Customization: Based on 70 Deskpro reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Archives conversations in a separate location for later reference.
Lead Development: Enables employees to denote potential customers.
Knowledge Base: Based on 10 Deskpro reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Team Inbox: Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 10 Deskpro reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

AI Text Generation: Based on 45 Deskpro reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 45 Deskpro reviews.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives