I'm currently using the Horizon offering and the GUI aesthetic is beautiful. Review collected by and hosted on G2.com.

The integration with Exchange mailboxes requiring the renewal of the API key. We have approximately 20 queues backed by plan 1 email addresses in MS Exchange Online. Having to renew the client secret for each of the mailboxes / queues is an absolute pain. Review collected by and hosted on G2.com.

I appreciate that Deskpro is highly configurable, allowing me to set it up exactly how I want. I really like the integration with Shortcut, eliminating the need for manual checking and reducing missed information. The ability to change and configure almost anything, from email templates to Customer Portal design and layout, is something I find very useful. Launching the Customer Portal has also received positive feedback from our customers. The onboarding package we purchased made the setup process seamless. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The platform makes it easy to search for old cases, use the filters effectively, and create templates. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Great user interface, very simple to use Review collected by and hosted on G2.com.

Needs better filing system, sometimes stars reset and this disrupts experience Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.