Deskpro Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users appreciate the ease of use of Deskpro, benefiting from its flexible, friendly interface and smooth integrations. (19 mentions)

Users value the flexibility and functionality of Deskpro, appreciating its customizable features and smooth upgrade process. (16 mentions)

Users value the flexibility and helpful support of Deskpro, enhancing their help desk operations efficiently. (13 mentions)

Users praise the responsive customer support of Deskpro, which eases the transition and enhances the overall experience. (11 mentions)

Users appreciate the customizability of Deskpro, enabling tailored interfaces and functionalities that suit specific needs. (11 mentions)

Users report ticketing issues such as new tickets being created unexpectedly, affecting effectiveness and support responsiveness. (9 mentions)

Users find the limited features of Deskpro's editor frustrating, especially when creating knowledge base articles. (7 mentions)

Users face issues with ticket management, experiencing confusion in ticket merging and frequent system dropouts. (7 mentions)

Users find the Deskpro interface not intuitive, experiencing difficulty with navigation and feature settings. (6 mentions)

Users find the UX issues in Deskpro challenging, with a cluttered interface and slow performance affecting usability. (6 mentions)

5 Pros or Advantages of Deskpro

1. Ease of Use

Users appreciate the ease of use of Deskpro, benefiting from its flexible, friendly interface and smooth integrations.

See 19 mentions

See Related User Reviews

Paul C.

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Ticket Management with Minor Formatting Hiccups"

What do you like 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

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

What do you like 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 be

2. Features

Users value the flexibility and functionality of Deskpro, appreciating its customizable features and smooth upgrade process.

See 16 mentions

See Related User Reviews

Paul C.

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Ticket Management with Minor Formatting Hiccups"

What do you like 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

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

What do you like 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 be

3. Helpful

Users value the flexibility and helpful support of Deskpro, enhancing their help desk operations efficiently.

See 13 mentions

See Related User Reviews

Paul C.

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Ticket Management with Minor Formatting Hiccups"

What do you like 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

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

What do you like 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 be

4. Customer Support

Users praise the responsive customer support of Deskpro, which eases the transition and enhances the overall experience.

See 11 mentions

See Related User Reviews

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

What do you like 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 be

Hamish M.

Enterprise (> 1000 emp.)

3.5/5

"Efficient Project Management, Needs UI Enhancements"

What do you like 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 colla

5. Customizability

Users appreciate the customizability of Deskpro, enabling tailored interfaces and functionalities that suit specific needs.

See 11 mentions

See Related User Reviews

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

What do you like 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 be

Reg G.

4.5/5

"Highly Configurable with Seamless Onboarding"

What do you like about Deskpro?

I appreciate that Deskpro is highly configurable, allowing me to set it up exactly how I want. I really like the integration with Shortcut, eliminatin

5 Cons or Disadvantages of Deskpro

1. Ticketing Issues

Users report ticketing issues such as new tickets being created unexpectedly, affecting effectiveness and support responsiveness.

See 9 mentions

See Related User Reviews

R K.

Mid-Market (51-1000 emp.)

2.0/5

"Good Tracking Features, But Poor Mobile UX"

What do you dislike about Deskpro?

I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors.

Reg G.

4.5/5

"Highly Configurable with Seamless Onboarding"

What do you dislike about Deskpro?

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.

2. Limited Features

Users find the limited features of Deskpro's editor frustrating, especially when creating knowledge base articles.

See 7 mentions

See Related User Reviews

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

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 off

R K.

Mid-Market (51-1000 emp.)

2.0/5

"Good Tracking Features, But Poor Mobile UX"

What do you dislike about Deskpro?

I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors.

3. Ticket Management

Users face issues with ticket management, experiencing confusion in ticket merging and frequent system dropouts.

See 7 mentions

See Related User Reviews

R K.

Mid-Market (51-1000 emp.)

2.0/5

"Good Tracking Features, But Poor Mobile UX"

What do you dislike about Deskpro?

I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors.

Reg G.

4.5/5

"Highly Configurable with Seamless Onboarding"

What do you dislike about Deskpro?

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.

4. Not Intuitive

Users find the Deskpro interface not intuitive, experiencing difficulty with navigation and feature settings.

See 6 mentions

See Related User Reviews

Paul C.

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Ticket Management with Minor Formatting Hiccups"

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 w

R K.

Mid-Market (51-1000 emp.)

2.0/5

"Good Tracking Features, But Poor Mobile UX"

What do you dislike about Deskpro?

I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors.

5. UX Issues

Users find the UX issues in Deskpro challenging, with a cluttered interface and slow performance affecting usability.

See 6 mentions

See Related User Reviews

Paul C.

Mid-Market (51-1000 emp.)

4.0/5

"Efficient Ticket Management with Minor Formatting Hiccups"

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 w

Johnathan A.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to learn and full of function"

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 off

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Verified User in Government Administration

Mid-Market (51-1000 emp.)

7/18/2018

"Deskpro is the tool!"

4.5/5

What do you like best about Deskpro?

The best thing I like about Deskpro is how you are able to customize each users views. Each person on our Help Desk Team wants to see different things, and with this software you are able to. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

The thing I dislike about Deskpto is that some of fields are required and can't change. Review collected by and hosted on G2.com.

Laura M.

Small-Business (50 or fewer emp.)

9/25/2018

"Easy to use"

4/5

What do you like best about Deskpro?

The easiness to connect and self explanatory commands. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Too many features that aren’t used, perhaps more trainings would help to understand. Review collected by and hosted on G2.com.

Verified User in Mental Health Care

Small-Business (50 or fewer emp.)

9/25/2018

"Fair"

3.5/5

What do you like best about Deskpro?

DeskPro is a great product to use for businesses, and working in a fast paced environment. DeskPro is reliable, and my company has not had any problems with it. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

I do not have anything poor to say about this product. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

9/26/2018

"DeskPRO review"

3/5

What do you like best about Deskpro?

The User interface is very easy to use and consumer friendly. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

However, the UI is also a little bit clunky and outdated. It needs to be revamped. Review collected by and hosted on G2.com.

Samreen V.

Member of the Board - Community Based Volunteer for iMentors and IWG

Hospital & Health Care

Mid-Market (51-1000 emp.)

11/7/2017

"DeskPRO Recommendation"

4.5/5

What do you like best about Deskpro?

It is a great helpdesk software that will help you effortlessly manage your interaction with your target audience. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

The color features seemed limited for the Deskrpo; not very smooth transition to setting the text message option. Review collected by and hosted on G2.com.

Recommendations to others considering Deskpro:

Cost Effective; limitless user access Review collected by and hosted on G2.com.

What problems is Deskpro solving and how is that benefiting you?

Currently using DeskPRO as a software for helpdesk ticketing process which also features to store Frequently Asked Questions (FAQs) in the knowledge base so you can search the database to accurately and timely answer the audience inquiries. Furthermore, if a question is not found in the knowledge base, you will be able to escalate the inquiry to get the appropriate answer as there are many levels of agents options available for the team. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

6/12/2018

"Flexible and powerful helpdesk software"

4/5

What do you like best about Deskpro?

Organization by teams, ability to customize, advanced integrations with systems such as OIM Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Crashes occasionally, sometimes hard to undo something you do by accident Review collected by and hosted on G2.com.

Joseph G.

IT / Security Consultant

Mid-Market (51-1000 emp.)

11/29/2017

"Great High Speed Ticketing System"

5/5

What do you like best about Deskpro?

Everything loads on a single page. I can open tons of tickets quickly and easily. The notification customization is great, love the chat popups for notifications. Very customizable system. Ability to merge tickets is amazing too. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

It's very memory intensive. There are times the single tab will use a gigabyte of ram. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

12/15/2017

"Good CRM for basic small business needs"

3.5/5

What do you like best about Deskpro?

Ease of use. Customer Service is prompt. UI is straight-forward and easy to train new employees on. Customization is basic, while useful. Live chat was useful and available for reporting. Knowledge Base was simple yet sufficient. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Reporting was limited to pre-selected fields/variables and didn't capture historical information (such as open cases 1 year ago vs today). Knowledgebase did not support embedded .gif or reporting on user search term history/usage. Review collected by and hosted on G2.com.