--- title: Deskpro Reviews meta_title: 'Deskpro Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 98 reviews by the users' company size, role or industry to find out how Deskpro works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 98 scale: '5' date_modified: '2026-08-07' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Deskpro Reviews **Vendor:** Deskpro **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 98 ## About Deskpro Deskpro is the only help desk platform that enables support across every channel, powered by the AI of your choice, with comprehensive security, compliance and data privacy options. Deskpro deployment options include our cloud, your private cloud, on-premise or sovereign data centers. Enabling organizations to securely deliver the future of customer and employee experiences. ## Deskpro Pros & Cons **What users like:** - Users value the **ease of use** of Deskpro, highlighting its flexibility and friendly interface for quick setup. (19 reviews) - Users value the **flexibility and customization** of Deskpro, enhancing their help desk management with tailored features. (16 reviews) - Users find Deskpro's **flexibility and user-friendly interface** invaluable for customization and efficient help desk management. (13 reviews) - Users praise the **exceptional customer support** of Deskpro, highlighting fast responses and smooth upgrade assistance. (11 reviews) - Users value the **customizability** of Deskpro, allowing tailored experiences and seamless integration with various workflows. (11 reviews) - Intuitive (11 reviews) - Users love the **extensive customization options** in Deskpro, enhancing both user experience and integration with branding. (10 reviews) - Flexibility (8 reviews) - Simple (8 reviews) - User Interface (7 reviews) **What users dislike:** - Users often experience **ticketing issues** with Deskpro, including incorrect ticket creation and slow support responses. (9 reviews) - Users find the **limited features** of Deskpro's knowledge base editor frustrating and cumbersome for article creation. (7 reviews) - Users experience issues with **ticket management** , including unexpected new ticket creation and frequent system logouts. (7 reviews) - Users find the **interface not intuitive** , making it difficult to navigate and perform basic tasks efficiently. (6 reviews) - Users struggle with **UX issues** in Deskpro, citing a confusing interface and slow performance that hinders usability. (6 reviews) - Bugs (5 reviews) - Lack of Features (5 reviews) - Software Bugs (5 reviews) - Users find the **complexity** in Deskpro's navigation and setup process could be improved for better usability. (4 reviews) - Users report **email communication issues** due to the default setting of sending notifications with ticket comments. (4 reviews) ## Deskpro Reviews ### 1. Efficient Ticket Management with Minor Formatting Hiccups **Rating:** 4.0/5.0 stars **Reviewed by:** Paul C. | Artificial Intelligence Researcher, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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! **What problems is Deskpro solving and how is that benefiting you?** Deskpro keeps our support tickets in one place and lets our boss see how many tickets we provide. It also prevents loss of unsaved work if the connection drops, unlike our previous system. ### 2. Best support software I have ever used **Rating:** 4.5/5.0 stars **Reviewed by:** John A. | Customer Support Specialist III, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** Support status for customers was always a pain point. Now we can prevent customers off support from opening tickets with us, and its integration with Salesforce means I do not have to search for the org to verify. ### 3. Easy to learn and full of function **Rating:** 4.5/5.0 stars **Reviewed by:** Johnathan A. | Customer Support Specialist III, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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 **What problems is Deskpro solving and how is that benefiting you?** Not only can it capture all the data that I can extract use to better our product and services, it also allows me to be more productive with automated workflows. ### 4. Efficient Project Management, Needs UI Enhancements **Rating:** 3.5/5.0 stars **Reviewed by:** Hamish M. | Services Sales Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** I use Deskpro for customer tickets and service. It simplifies team collaboration by managing tickets and referencing them. My team can feed information into project trackers and add agent notes to stay informed. ### 5. Easy Case Search, Powerful Filters, and Handy Templates **Rating:** 5.0/5.0 stars **Reviewed by:** Elias P. | Community Moderator, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about Deskpro?** The platform makes it easy to search for old cases, use the filters effectively, and create templates. **What do you dislike about Deskpro?** 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 **What problems is Deskpro solving and how is that benefiting you?** Deskpro supports my daily work by helping me organize supplier contacts and their issues by category. It also makes it easier to understand where the current issues should be focused, so they can be handled more easily. ### 6. Intuitive Interface with Improved Communication **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sports | Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** I use Deskpro to ensure clients' complaints are acknowledged, improving communication. I like creating mass responses and merging tickets to provide general assistance when needed. ### 7. Great helpdesk software (with unfortunate focus on AI) **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Deskpro?** 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 **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** Deskpro helps us service customers and partners reaching out to us. It gives us a centralised place to track and follow up on requests efficiently, instead of working with email inboxes and relying on labels and the 'read' status to organise work between different people. ### 8. Great Product and fully meets our needs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** Deskpro gives me the confidence to know that our customers are being looked after properly. We never miss a ticket - an issue we suffered from with our previous system - and our customers are kept informaed as to what is going on with their issues. We have better reporting on what our main problems are, how long they take to resolve and who is best placed to resolve them. ### 9. A promising service with some changes needed to maximise potential **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** Having a central email that can be monitored by entire teams to respond to customers is helpful, being able to assign tickets to individuals helps to stop duplication. ### 10. Effortless Communication, but Filing Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Deskpro?** Great user interface, very simple to use **What do you dislike about Deskpro?** Needs better filing system, sometimes stars reset and this disrupts experience **What problems is Deskpro solving and how is that benefiting you?** Streamlines managing customer communication, everything in one place, colleagues can see it too. creates transparency ### 11. Very good experience with support team and most of our users are coping with recent big change **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Deskpro?** 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. **What do you dislike about Deskpro?** 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. **What problems is Deskpro solving and how is that benefiting you?** Tracking of request from various customers and party in concern, Multiple staff to handle by the group make more efficient and speedier response to those requests made, ### 12. Simple and Efficient Email Management, but Forwarding Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Deskpro?** Nice simple layout which makes it easier to manage tasks **What do you dislike about Deskpro?** A simplier process for forwarding tickets/emails. **What problems is Deskpro solving and how is that benefiting you?** much easier than outlook. Helps to manage. ### 13. DeskPro is a good alternative to other products out there **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas D. | Director of IT Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Deskpro?** Ease of use and price point. The support is also superior. **What do you dislike about Deskpro?** Being able to seamlessly take configurations from a sandbox and move them to PROD. **What problems is Deskpro solving and how is that benefiting you?** It allows us to have a CRM ticketing service we can configure and administer in house without hiring and expensive SME. ### 14. Overall experience is very positive compared to other solutions **Rating:** 5.0/5.0 stars **Reviewed by:** Will H. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2025 **What do you like best about Deskpro?** Ease of use. Maximising the data reports to improves our services **What do you dislike about Deskpro?** Reporting tool isn’t obvious of how to use if you don’t have previous analytic skills. API documentation is limited **What problems is Deskpro solving and how is that benefiting you?** Gathering service data and improving support team productivity ### 15. Great web-app experience but mobile app needs work **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2025 **What do you like best about Deskpro?** The most impressive and useful thing about deskpro compared to other solutions I've used is how quickly and accurately you can search the contents of old tickets. Being able to use snippets speeds up the workflow significantly. Using the web app is easy and fast, everything works as expected. Using it as a customer for other areas of the business is quick and easy, forms ensure the teams get all relevant information the first time which ensures a fast response. **What do you dislike about Deskpro?** There are occasional crashes on the web-app The android mobile app needs a lot of work: - Signs out at random, needing to input the full Deskpro URL each time you log back in - Tickets often don't open when selecting them on Android (this is the biggest issue, usually rebooting the app helps) - Writing a note hides the rest of the ticket, it would be useful if the rest of the ticket was scrollable while typing a note. Because of the above I usually end up taking ticket notes by hand when in the field. **What problems is Deskpro solving and how is that benefiting you?** Deskpro allows us to have a historic log of work completed, which is useful for identifying trends and recurring problems. The search feature is particularly useful and is very responsive and past compared to other solutions, when a trend is identified its easy to go back through old tickets and identify affected users for next steps. ### 16. Effortless, Friendly, and Effective **Rating:** 5.0/5.0 stars **Reviewed by:** Dayna P. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** December 24, 2024 **What do you like best about Deskpro?** I like how Deskpro adapts to our needs while staying easy for everyone to navigate **What do you dislike about Deskpro?** At this point, I still haven’t encountered anything that needs improvement, but I’ll keep monitoring and provide feedback if new needs arise. **What problems is Deskpro solving and how is that benefiting you?** Efficiently managing customer inquiries across various channels, resolving issues quickly and effectively. ### 17. Functional and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Nik G. | Senior ICT Field Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2024 **What do you like best about Deskpro?** Deskpro is clearly laid out, infinitely customisable and really intuitive to use. **What do you dislike about Deskpro?** The system seems to drop out more than it should needing a fresh login - if you are a fair way into updating a ticket and this droput occurs you will need to start again once you re-login **What problems is Deskpro solving and how is that benefiting you?** Centralised ticketing. Searchability of live and closed tickets. ### 18. Love Deskpro **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about Deskpro?** I like how easy it is to found any information you need or want in Deskpro. The interface provide you with everything that you need. It make the customer support really easy as we can easily exchange information with the customer. **What do you dislike about Deskpro?** Nothing really, Maybe being abble to be two agent on a ticket could be good? **What problems is Deskpro solving and how is that benefiting you?** Deskpro provide me all the information I need while i troubleshoot a ticket and the fact that the interface can be customize as we want/need is a big plus. ### 19. It was easy to get an understanding and find my way around the helpdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Deskpro?** Simplicity for both me and customers, it's easy to have a clean line of communication. **What do you dislike about Deskpro?** I wish there was a way that I could create groups or tags as well as filters so that I could identify the type of call using keywording. **What problems is Deskpro solving and how is that benefiting you?** We were struggling with the number of calls on previous systems and customer re-raising tickets as they couldn't see their old tickets. ## Deskpro Discussions - [What is Deskpro used for?](https://www.g2.com/discussions/what-is-deskpro-used-for) - 1 comment, 1 upvote - [View Deskpro pricing details and edition comparison](https://www.g2.com/products/deskpro/reviews?filters%5Bsentiment_snippet%5D=1295934&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+20%3A17%3A14+-0500&secure%5Bsession_id%5D=9f0aaecf-f967-46fb-8869-6b9e0fe5ef8a&secure%5Btoken%5D=b5d5a829381eead82c06933d180e536cf9d272438e29e615d1ccbab3bc8ac4de&format=llm_user) ## Deskpro Integrations - 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[Twilio](https://www.g2.com/products/twilio/reviews) - [WooCommerce](https://www.g2.com/products/woocommerce/reviews) ## Deskpro Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Deskpro Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,673 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,680 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)