# Deskware Reviews **Vendor:** Deskware **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 2 ## About Deskware Deskware is a reliable, cloud-based customer support software designed to streamline and enhance the customer service experience for businesses of all sizes. By centralizing customer interactions and problem-resolution processes, Deskware enables organizations to efficiently manage support tickets, track communications, and ensure timely responses. Its intuitive interface and comprehensive features make it an invaluable tool for improving customer satisfaction and operational efficiency. Key Features and Functionality: - Cloud SaaS Ticketing System: Access Deskware through any web browser without the need for software installation. The system supports ticket creation via email, online portals, and mobile applications. - Dashboard: Monitor key performance indicators (KPIs relevant to your business, providing real-time insights into support operations. - Recurring Tickets: Automate the creation of tickets for tasks that require regular attention, ensuring consistency and efficiency. - Agent Time Tracking: Log and monitor the time agents spend on various tasks, facilitating resource management and productivity analysis. - Reminders with SMS Integration: Set reminders for specific tickets, with notifications appearing within the application and optional SMS alerts. - Triggers and Automation: Create automated workflows and notifications to streamline ticket management and ensure timely updates. - Customer Satisfaction Surveys: Distribute surveys manually or automatically upon ticket completion to gather valuable customer feedback. - Knowledge Base: Develop and maintain a repository of articles and information, enabling quick reference and self-service options for customers. - Client Portal: Provide customers with access to submit and review tickets at no additional cost, enhancing transparency and engagement. - Vendor Management: Manage information related to vendors, such as ISPs, hosting services, and licensing, within a centralized system. Primary Value and Problem Solved: Deskware addresses the common challenges businesses face in managing customer support by offering a unified platform that integrates various support channels and automates routine tasks. This consolidation reduces the complexity of handling customer inquiries, minimizes response times, and ensures that no ticket goes unnoticed. By enhancing communication between help desk agents and customers, Deskware leads to quicker and more efficient problem resolution, ultimately boosting customer satisfaction and loyalty. Its scalable, cloud-based nature allows businesses to adapt and grow without the constraints of traditional support systems. ## Deskware Reviews ### 1. Single point of control for my design projects **Rating:** 4.0/5.0 stars **Reviewed by:** Stephane L. | Data Center Operator, Government Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2024 **What do you like best about Deskware?** It features the creation of micro-tasks, assignation of tasks to people and the unique feature that is the Kanban board. Using the integration of file sharing within the design assets simplifies the process of sharing files and the feedback received from the clients has improved greatly. **What do you dislike about Deskware?** The disadvantage which I find is the absence of a mobile application. This becomes cumbersome especially when I have to let my team know about some projects or even work on some projects when I am not in my desk. **What problems is Deskware solving and how is that benefiting you?** This product known as Deskware has helped me to become more efficient and also engage my team more. It gives me great convenience because all the things I need are collected and easily found (on my computer) with Deskware. ### 2. Streamlining Support with Smart Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Guru B. | senior sales executive, Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2024 **What do you like best about Deskware?** Deskware has a user friendly interface that helps to navigate with ease . good customer service platform are scalabe and can effortlessly handle growing demands without compromising perfomance **What do you dislike about Deskware?** Deskware is user friendly but mastering all the features effectively may involve a learning curve. At times integrating with exisiting systems might pose challenge due to compatibility issues with other tools you use **What problems is Deskware solving and how is that benefiting you?** Deskware helped solve problems in my organization by providing a robust ticket management system that organizes and prioritizes customer inquiries, enabling our support teams to respond more efficiently. - [View Deskware pricing details and edition comparison](https://www.g2.com/products/deskware/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+15%3A27%3A43+-0500&secure%5Bsession_id%5D=3712c8e1-7699-4da9-a5eb-a21bd4311f0d&secure%5Btoken%5D=0abde30027cbcc0c753a58d908cdf7f3eb29d8099103da0b8b4ab422dc8a8f37&format=llm_user) ## Deskware Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Deskware Alternatives - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,312 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,931 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews)