Browser notifications, customisability, collaboration with fellow agents. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
62 out of 63 Total Reviews for Deskpro
Overall Review Sentiment for Deskpro
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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.
Ease of implementation to an external site, and the customer support in assisting the most optimal implementation to said site. Customisability of the form is also excellent, allowing it to match with brand colours and be tailored to the exact enquiries we expect to recieve. Review collected by and hosted on G2.com.
Despite the excellent customisability, the creation of the departments and their corresponding flows in forms can be a little clunky to set up, however the functionality being there in the first place is the most valuable aspect. Review collected by and hosted on G2.com.
I've been using DeskPro for a couple years now and overall, my experience with it has been very positive. DeskPro allows the end user to not only create their own custom lists and how to view the tickets themselves, but it also allows the user to create their own custom functionality when responding to tickets/adding notes. I feel that it's Help Center/Knowledge Base is very simple to use as well. Review collected by and hosted on G2.com.
I think DeskPro could use an improvement to their Tasks feature. I feel that that functionality is often underutilized and hasn't gotten any updates since the new interface change. Review collected by and hosted on G2.com.
We started using Deskpro instead of a internal helpdesk, this has completely changed the way the company works.
We now all work a lot more efficiently and can prioritise tasks easily. Review collected by and hosted on G2.com.
30 members of staff now within the company and agreed that having a little number of how many tasks you have assigned to you, or having a little number about how many tickets are assigned to you on the left hand panel would be helpful.
Or to have a dashboard you could choose and customise to see all of this data easily on a Homepage
Lastly to be able to have notifications
Of ticket updates come into Teams. Review collected by and hosted on G2.com.
Im in my fisrt 3 weeks of usining it and have not yet found part of it i would rate as a positive of another at this stage. pop up view of the screen is useful rather than having to go into te whole ticket. Review collected by and hosted on G2.com.
I have used 4 different ticket systems and find this system has far to much information and messy on the main screens. it is not unusual for ticket systems to be used accross multiple clients and a simpler interface to display this information and comunicate. for example client 1 or client 7 could be for diffrent comainies and having to see there email address to work that out seems poor. maybe set up was not carried out on this well but im coming into an exsiting set up. Review collected by and hosted on G2.com.
There are many features that we don't use that may be useful for others. It is intuitive and the interface looks slick both for customers and admins/agents. I've been a user for over 2 decades and the product has developed really well into a full-fledged system. However, that does add complexity and no longer makes it possible to implement features we've been asking for. Review collected by and hosted on G2.com.
It lacks integration with WHMCS and other webhosting tools we use. Granted, it was never advertised for webhosts, but being a customer for many decades from the start of Deskpro v2 till today, we still use it for our company. Support is slow and hit or miss, many of my tickets were ignored or never responded before they developed a new version called Horizon. Pricing is expensive for smaller companies and other than the reason we have a special rate, it is impossible to justify the cost if you have a small organization. Review collected by and hosted on G2.com.
Easy to implement, Outstanding Installation support, Meets all needs for a support site for a small organization, that is ticket management, knowledgebase, client management and exchanges. Very good and quick on-line support for simple issues (see across for complex issues). It is in continuous daily use, and easy to use for staff with less IT skills. Review collected by and hosted on G2.com.
Documentation is not easy to access and not up-to-date. Support is not so good for non-trivial issues. Review collected by and hosted on G2.com.
The accessible design, range of ticket features -- a combination of a chat and messaging system, built in CHAT for customers, agent-to-agent messaging, KANBAN boards.
The range of features in DeskPro is broad for a small to medium sized business. Staff can learn to use DeskPro in short amount of time and the UI is visually supportive of workflows/processes that accomodate staff needs.
Customer support has always been responsive, and is open to feedback as well. The company has a knowledgeable team of experts who can support you along the way -- from implementation to ongoing maintenance and services.
There are a wide range of integration options that can further your support services neatly into commonly used B2B applications.
Knowledge management through guide, knowledgebase, commuity forum, and file sharing are helpful. These areas have varying degrees of complexity and may take a more experienced staff to build and manage initially. The benefit in building all these out is that they can be (near) seamlessly integrated into chat, tickets, searches etc as self-help tools for customers/clients/users. Review collected by and hosted on G2.com.
Some features are not working after the Horizon update, such as the mass replies. There are also some issues where functionality does not respond to what the UI lets you believe. And example is a ticket preview, which will give you the option to copy a ticket id/ticket permalink, but then nothing is copied or confirmed for copying.
Some of the options in DeskPro around knowledge management, Guides, and file management is confusing to new and intermediate staff and requires quite a bit of training and ongoing education to work well. Review collected by and hosted on G2.com.
Being browser-based, and with the ability to submit requests via email, means our staff and students have easy access to our support systems. It provides a large range of features. Review collected by and hosted on G2.com.
The billing is not straight forward. You might have only 4 agents but rather than tally what is in use DeskPro makes you specify the number separately. This, of course, means you can pay for more than you use rather than what is used and/or pro-rata for short term use. Review collected by and hosted on G2.com.
