Nice simple layout which makes it easier to manage tasks Review collected by and hosted on G2.com.

A simplier process for forwarding tickets/emails. Review collected by and hosted on G2.com.

One of my favourite features is simply that I can group tickets by organisation I have multiple schools that I support on a weekly schedule, I love that I can quickly and easily highlight the tickets for that school when I am on site. This really helps to focus my work, so that I can efficiently work through tickets which in turn helps me to provide great customer support. Review collected by and hosted on G2.com.

When creating a ticket or adding a comment to a ticket, the default is to email the user. I don't like this feature. In my line of work, the most common thing for me to add to a ticket is a note. I have in the past accidently sent a note as an email - thankfully the note was appropriate to send . However this may not always be the case. I would prefer if either as an individual user can I change the default, or the company administrator could do it for all of field engineers. Review collected by and hosted on G2.com.

Deskpro excels in ticket handling with its sophisticated automation capabilities. We like the product because it offers advanced ticket routing, custom workflows, and SLA management that meets our client requirements. The ability to create automation rules helps our team to handle requests efficiently while maintaining consistency in service delivery.

One of Deskpro's standout features is its omnichannel capability. The product seamlessly integrates email, live chat, voice calls, social media messaging and self-service knowledge base. This unified approach ensures customers can reach support through their preferred channel while agents manage all communications from a single interface.

Last but not least, Deskpro also supports on-prem deployment, which is a must in air-gap environments. The containerized deployment is just a breeze. Review collected by and hosted on G2.com.

Sometimes the plugin documentation is not explaining all the use cases or implications of various configuration options. Review collected by and hosted on G2.com.

The news feed is a great feature and worked well in my experience. Although primarily a support tool , the kb site was decent too. That's what I used it for Review collected by and hosted on G2.com.

Unnanounced updates corrupted our live content which created work at the time. Horizon it was called. The team didn'yt give much attention to the documentation aspect (kb and news posts) Review collected by and hosted on G2.com.

Lots of good support features, such as Chat, have been added to better enhance the user experience Review collected by and hosted on G2.com.

Some of the workflows are a bit clunky, especially with setting up different views. Review collected by and hosted on G2.com.

Ease of use and price point. The support is also superior. Review collected by and hosted on G2.com.

Being able to seamlessly take configurations from a sandbox and move them to PROD. Review collected by and hosted on G2.com.

Browser notifications, customisability, collaboration with fellow agents. Review collected by and hosted on G2.com.

The new GUI upgrade has some upsides but some downsides as well. Feedback implementation is rather slow.

For example, despite submitting feedback for providing a toggle to turn on/off the tickets preview on mouse hover - that hasn't been implemented yet.

Previously we used to have a checkbox for "Sending email" when replying to a ticket but that's gone now, that was very useful. Review collected by and hosted on G2.com.

Ease of use. Maximising the data reports to improves our services Review collected by and hosted on G2.com.

Reporting tool isn’t obvious of how to use if you don’t have previous analytic skills. API documentation is limited Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

We use Deskpro in a private university with 4 different departments as a communication channel for staff, students, and applicants. The administration in the initial setup is time-consuming, but it is excellently supported by the support team, and for the request handlers, the system is both pleasantly simple to understand and customizable when the handlers delve deeper into Deskpro. We receive at least 50 requests per day, and the rate of "overlooked" problems or requests has significantly decreased. Particularly helpful is the traceability and the integration of help articles that are available to users for self-help. The login via Microsoft's SSO was complex, but now that it is running, it makes the system very pleasant for all involved to use. Review collected by and hosted on G2.com.

In detail, the administration needs improvement. For example, the triggers used for the system's behavior are not sortable, only filterable. We use the system in four different departments, sometimes with different triggers. Finding one's way around and implementing changes is unnecessarily complicated and prone to errors. Especially when someone new has to familiarize themselves with the system. Review collected by and hosted on G2.com.