Deskpro lets us handle support needs across different software platforms seamlessly for our global customers. One of the best things we've noticed is the automation of our ticketing processes, response workflows, and communications. This has not only made our processes smoother but also improved our response times and the quality of our support interactions.

Deskpro also has essential features like 'Service Level Agreement' tracking, Customer Satisfaction feedback, and robust Reporting. These tools are great for understanding our business performance and making data-driven decisions to improve our support services.

Plus, Deskpro integrates really well with our other internal systems, making cross-team collaboration super easy. The connection to Salesforce allows us to smoothly transition from Deskpro to Salesforce whenever we need information stored there. Similarly, the Jira integration helps us stay updated on issues escalated to our Development team.

The powerful reporting capabilities of Deskpro let us analyze our ticket data in various ways, catering to different stakeholder teams. Whether it's support tickets we need to train our team on or tickets requiring escalation involvement, the reporting not only provides insights into time and effort spent but also highlights areas where we can improve.

Deskpro's user portal and knowledgebase is its user-friendliness. Our customers can effortlessly navigate and find the information they need, which significantly enhances their overall experience. Furthermore, customizing the knowledgebase to align with our company's look and feel has been a breeze. This customization ensures that the knowledgebase integrates seamlessly with our platforms, providing a consistent and professional experience for our users. Review collected by and hosted on G2.com.

Some times the agent user interface can seem busy, but there is nothing I would ask to have taken away. Review collected by and hosted on G2.com.

Very flexible at implementation with excelent technical support Review collected by and hosted on G2.com.

SLA assigment to multiple projects may be challanging when you have different conditions for every customer. But Stella, it is managable Review collected by and hosted on G2.com.

I like how Deskpro adapts to our needs while staying easy for everyone to navigate Review collected by and hosted on G2.com.

At this point, I still haven’t encountered anything that needs improvement, but I’ll keep monitoring and provide feedback if new needs arise. Review collected by and hosted on G2.com.

The tickets are Pretty comprehensive. That is good. Review collected by and hosted on G2.com.

inability to access online documents without having to download or previously synchronize files to the PC. The ability to directly attach documents in online repositories would be most helpful. It would be a consideration when we review alternative applications. Review collected by and hosted on G2.com.

Deskpro is clearly laid out, infinitely customisable and really intuitive to use. Review collected by and hosted on G2.com.

The system seems to drop out more than it should needing a fresh login - if you are a fair way into updating a ticket and this droput occurs you will need to start again once you re-login Review collected by and hosted on G2.com.

Easy to handle and affordable price. The main needs are covered. Review collected by and hosted on G2.com.

The basic analytical part is complex to handle and limited by the number of possible export lines. Review collected by and hosted on G2.com.

I like how easy it is to found any information you need or want in Deskpro.

The interface provide you with everything that you need.

It make the customer support really easy as we can easily exchange information with the customer. Review collected by and hosted on G2.com.

Nothing really, Maybe being abble to be two agent on a ticket could be good? Review collected by and hosted on G2.com.

Deskpro is a highly customizable help desk software that should suit just about any need. Its built-in integrations and relatively straightforward REST API make it a developer-friendly platform that allows for tying it in to the rest of your tech stack. Review collected by and hosted on G2.com.

The UI is a bit difficult to parse and slow at times. Review collected by and hosted on G2.com.

It's easy to see comments being typed in real time by coworkers on tickets. We use it everyday and it's very simple for the customers to use as well. Review collected by and hosted on G2.com.

There are quite a few tabs on the side that were a bit tricky to navigate but it is easy to get the hang of it. Review collected by and hosted on G2.com.

Customizable Interface – The UI is intuitive and can be tailored to fit your workflow and branding. Review collected by and hosted on G2.com.

Feature Overload – If you’re looking for a simple helpdesk tool, Deskpro might have more features than you actually need. Review collected by and hosted on G2.com.