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

G2 reviews are authentic and verified.

Here's how.

Matt P.

Area Manager

Small-Business (50 or fewer emp.)

5/18/2024

"A great, practical helpdesk solution"

4/5

What do you like best about Deskpro?

The flexibility & functionality, in particular for me the ability to have separate queues for different classes of tickets monitored by various teams. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Personally I find the UI sometimes makes the system look more complicated than it actually is. Review collected by and hosted on G2.com.

Luke G.

IT Director

Mid-Market (51-1000 emp.)

5/20/2024

"DeskPro is a cost efficient simple HelpDesk System"

5/5

What do you like best about Deskpro?

Ease of use and cost. Was able to set up as a functional IT Help Desk within a week of contract being signed. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

No complaints yet, support has been very helpful with resolving issues or custom configuration questions. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

5/14/2024

"Medium Business - Great Results"

4.5/5

What do you like best about Deskpro?

Deskpro has helped me and my team to keep track of all of the requests that came in. The reporting tools are great too, as it helps us to track different stats. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

It can be hard to see which ticket that you have selected, if you have multiple tickets open at the same time. There is no difference in color between an opened ticket and the currently selected ticket. Review collected by and hosted on G2.com.

Emma C.

Small-Business (50 or fewer emp.)

5/20/2024

"Revolutionary"

5/5

What do you like best about Deskpro?

As a company, Deskpro has really transformed how we work, everything we need is implemented. The forms which have been created for us to use have everything we need. It's so simple and just works! Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Occasionally, it says someone has written a comment which someone else has. Review collected by and hosted on G2.com.

Craig B.

Area Manager

Small-Business (50 or fewer emp.)

5/22/2024

"Clear and easy to use ticket system"

5/5

What do you like best about Deskpro?

User friendly, both for the agents and customers. Feature rich which enables excellent customer support. Integrated well into our customers systems. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Albeit easy to rectify, the notifications section can be somewhat lengthy in options. Review collected by and hosted on G2.com.

Dan H.

Mid-Market (51-1000 emp.)

5/21/2024

"Deskpro Review"

4/5

What do you like best about Deskpro?

Good user interface and easy to use, especially when in a rush. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Tickets can be slow to update meaning you end up on the wrong tickets after adding information/ changing status. Review collected by and hosted on G2.com.

Cathleen V.

IT Systems Analyst

Construction

Mid-Market (51-1000 emp.)

5/15/2024

"DeskPro Support Software"

5/5

What do you like best about Deskpro?

There are many upsides to using DeskPro. Emails alert you when you receive ticket assignments. It's easy to use. There are many customizable options. I use it every day. It is integrated with our work platform and makes helping staff easier. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

I haven't found a downside yet. If support is needed, they always do a great job helping to find a solution. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

5/18/2024

"Very easy to use helpdesk with a nice simple UI."

4/5

What do you like best about Deskpro?

Easy to create and assign tickets. It is also very customisable with our business. Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Not much of a dislike but the default response to a ticket is email so we have to remember to click note otherwise we may accidentally email the customer something not relevant to them. Review collected by and hosted on G2.com.

John P.

Enterprise (> 1000 emp.)

5/14/2024

"Easy to use, I have it on my laptop and phone for work. Very efficient"

4.5/5

What do you like best about Deskpro?

User Friendly, great for keeping notes, and working with colleagues on tickets Review collected by and hosted on G2.com.

What do you dislike about Deskpro?

Filters are hard to manage, phone app is difficult to get around in Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

5/17/2024

"It was easy to get an understanding and find my way around the helpdesk"

4/5

What do you like best about Deskpro?

Simplicity for both me and customers, it's easy to have a clean line of communication. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.