Deskpro Reviews & Product Details

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.

Customisable to suite your need.

Straightforward to use. Review collected by and hosted on G2.com.

UI isn't the most intuitive design, could do with modernising. 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.

The reports and overview screens. Its very easy to review what staff have outstanding and workloads. Review collected by and hosted on G2.com.

There is not a lot to dislike as every time we raise a query it is dealt with very quickly by the support team and deskpro. Review collected by and hosted on G2.com.

Deskpro allows for easy management of tickets with easy tools for collaboration with others on a given issue. I like that tasks can be made and attached to tickets if for example you need another person to perform something before you can progress with the ticket. The automation tools when changing the department of a ticket are a nice quality of life feature also. Review collected by and hosted on G2.com.

I'd like a functionality to be able to open bookmarks in the same browser tab rather than them opening into a new tab, especially if it is a bookmark to another section on deskpro. Review collected by and hosted on G2.com.

Its simplicity to use for the agents, and its flexibility for admin. Info is clear an on hand. Review collected by and hosted on G2.com.

Some of the reports that you might want are difficult to build in the first instance, but the Deskpro support team are happy to help when required. Review collected by and hosted on G2.com.