Deskpro Reviews & Product Details

Very easy to use. For a small business, we were looking for something we could roll out across the business quickly and easily. Deskpro has ticked that box perfectly for us.

Brilliant onboarding from the team get us set for success early doors.

The ability for growth that Deskpro provides with flexible pricing allows us to adjust as we scale our business better than companies that tie us in with lengthy contracts.

One final positive is the team have loved the demo videos to help get us up to speed so keep them coming!! Review collected by and hosted on G2.com.

Greater flexibility when it comes to custom form on our website (More of a personal touch from design and style) Though other than that little we would change. Review collected by and hosted on G2.com.

Deskpro is very flexible; a lot can be set by the application administrators in a friendly interface. Some examples of functionality we use:

* Brands visible on specified URLs, each with their specific customer portal where you can (de)activate modules (like news, customer suggestions, knowledge base, etc) and change the design (logo, colours and any custom CSS and HTML)

* Departments (and teams) each with their own set of custom fields, contact form field conditions

* Integrations with other applications like Jira

* Triggers and reminders on for example tickets, to assign, close, update etc based on a multitude of conditions Review collected by and hosted on G2.com.

Unfortunately the software isn't fully localisable and translations of key content cannot be added via the API yet. This applies, for example, to titles in the documentation you publish. We work in a multilingual environment, servicing users from across Europe in about 30 languages and must use our internal translations pipeline. Not being to add or update translations via API creates a lot of manual work.

The company recently shifted focus to AI. AI can be helpful; Deskpro now can, for example, turn a few notes into a proper user reply. Their new focus seems to have completely drawn away the attention to fixing bugs and adding and improving basic functionality, however. 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.

Having evaluated many products before choosing DeskPro we definitely chose correctly. They were very helpful getting us up and running, with a trial period to test with, and have been swift to respond as and when we have needed them. The product does everything we need it to and we are now looking to roll it out to other parts of the business. Everything "just works" - which is exactly what every busy help desk - and Helpdesk Manager - needs. Review collected by and hosted on G2.com.

When it comes to finding fault with DeskPro you instantly start to struggle to come up with things to complain about! There sould be more flexible reporting but you can still get the information you would need. Review collected by and hosted on G2.com.

It is super easy to use, very convenient interface, it makes customer responses easy to keep track of. Best centralised communications services I've used Review collected by and hosted on G2.com.

Sometimes the filing is difficult to manage. I colour code my stars but they reset sometimes for no reason Review collected by and hosted on G2.com.

There are many great features of deskpro, the customisation on inboxes to help organisation, the sidebar providing helpful information on the customers that can be stored and referred to when responding to the tickets, it is simple to use and overall the layout is fairly intuitive. Review collected by and hosted on G2.com.

Unfortunately a lot of the features do not work as intended or are counterproductive, the search function often has problems and is unable to find tickets, removing cc's automatically re-adds them after every email sent which can cause e-mails to be sent in error to the wrong recipients, query type is not automatically set and must be manually selected to resolve tickets etc. Review collected by and hosted on G2.com.

I've been using deskpro since 2022 about 5 days a week. I like that its interface is very intuitive and the categorization part.

I also enjoy the ability to merge tickets which we got when we updated to this version of deskpro.

Also great customer service. Review collected by and hosted on G2.com.

It's been too slow sometimes, I lock a ticket and it doesnt appear as locked. so another person locks at the same time and responds to the ticket I was working on.

I don't like that I also do not have the option to undo a ticket to correct it. Review collected by and hosted on G2.com.

We had a big upgrade from old Deskpro to Horizon based platform recently,

not only upgrade was done smoothly but had good support from team regard to communications to our end users, securing it with email Spoof setting and son on.

Response to my question was fast and point was clear. Review collected by and hosted on G2.com.

Our user a reported that reply to entry screen for ticket contents is very small at the bottom of it could be resizable or expanding to full height. Therefore, user has more control over the usability and more easily compose the reply. Review collected by and hosted on G2.com.

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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

Sometimes the plugin documentation is not explaining all the use cases or implications of various configuration options. Review collected by and hosted on G2.com.