Deskpro Reviews & Product Details

The UI/Dashboard function is good. It has a required info at first glance on a ticket/task. Review collected by and hosted on G2.com.

Android app is very poorly built. Design/Dev team is not customer centric. Issues:

1) After logged in, if 'Back button' is pressed, pop up appears "Exit Helpdesk. Are you sure you want to return to the Helpdesk URL form?" This is useless!!!

2) If said 'OK', it logs out the user. Why in year 2026, it should log out a user this way? Then asks for Org link to login. Extremely poor design!

3) Tap 'Back button again', and you are back to where you were (logged in) without putting any details at all!

4) Overall font/size is not user friendly and no option to adjust to the user demand!

5) It's difficult/almost impossible to track progression of a ticket and see who made what changes. Understandably this may be a config issue at individual organisation level. But coming from a previous provider, this is serious downgrade in functionality. To the length, it discourage to make any progress/amendments in a ticket. 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.

I really find Deskpro to be a much more seamless and user-friendly experience compared to the horrendous homemade SharePoint database we previously used. It offers some pretty useful features, and generally feels like well thought-out software that works reliably. I appreciate that if something goes wrong, you can just refresh the page and it remembers everything you typed, allowing you to continue without losing your progress. Review collected by and hosted on G2.com.

I don't like the way that you have to move your mouse over a phone number and wait for a little button to appear before you can copy it, which not only is a bit fiddly, but is also not obvious at all when you first use Deskpro. 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 appreciate that Deskpro is highly configurable, allowing me to set it up exactly how I want. I really like the integration with Shortcut, eliminating the need for manual checking and reducing missed information. The ability to change and configure almost anything, from email templates to Customer Portal design and layout, is something I find very useful. Launching the Customer Portal has also received positive feedback from our customers. The onboarding package we purchased made the setup process seamless. Review collected by and hosted on G2.com.

The Teams integration is limited. It would be great to allow the option of creating tickets via Teams that allow custom fields to be used. Review collected by and hosted on G2.com.

The platform makes it easy to search for old cases, use the filters effectively, and create templates. Review collected by and hosted on G2.com.

Deskpro sometimes does not understand that a reply from a case can create a new ticket and instead merging automatically them, it creates a new ticket Review collected by and hosted on G2.com.

I really like Deskpro's layout, it's definitely a big plus. The ability to create mass responses and merge tickets altogether is really useful, especially when we have an issue affecting a large percentage of our users. Deskpro allows us to provide general assistance or feedback easily. The initial setup was pretty intuitive, and I didn't have any issues with it. Review collected by and hosted on G2.com.

I really don't like how I cannot select the categories while on dual mode and it has to be done by changing my view. Review collected by and hosted on G2.com.

I like the link/merge ticket feature on Deskpro. It is handy to have a reference number to search by, which helps me track emails efficiently. Linking tickets is convenient as it allows me to catch all emails coming into my inbox, linking and merging tickets to keep track and meet my service level agreements. The initial setup was simple with great support. Review collected by and hosted on G2.com.

I don't like the user interface for Deskpro compared to older versions and it can be slow, laggy and buggy at times. Review collected by and hosted on G2.com.

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.