Deskpro

Deskpro


4.5 / 5
18 reviews

Who Uses This Software?

Any organization that needs to deliver excellent service, from SME to major enterprise. Ideal for customer service/product support/IT service desk.


Average Ratings

18 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $15.00/month/user
  • Pricing Details
    Cloud version: $30/agent/mo; On-Premise - $180/agent/year (min 10 agents)
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Deskpro
  • www.deskpro.com
  • Founded 2002
  • United Kingdom

About Deskpro

Deskpro is the helpdesk platform for 21st century organizations, offering a modern, real-time web interface, flexible configuration and easy but powerful automation. Includes: user portal with Knowledgebase, news posting, file hosting and customer feedback; live chat that you can add to your website; integration with services you already use: Salesforce, Highrise, JIRA, Active Directory, LDAP, OneLogin, Okta and many more. Full REST API and app development framework.


Deskpro Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning

Deskpro Reviews Recently Reviewed!


Capterra loader

Seriously The Best, and I Evaluated Just About all of Them!

Nov 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Where to start... The Price is by FAR the best out there, by about half! We looked at all the major players in the industry and none of them could come close to DeskPro in price or in functionality or in customer service. The software itself, is leaps and bounds better from their automation aspects, to the simple to implement customizations (seriously we can now see a per person NPS score every time an agent opens a clients ticket, can you see why that is a bit of a game changer? Knowing overall if the client who submitted a ticket is an overall happy client or a sad client. It's a huge deal). The triggers make even the most complex workflows a breeze. We implemented Single Sign-On for our clients in less than 1 day, it was really so very simple. The system as a whole just offers so much from the Feedback system, which we use as our product Feature Requests Management system. This feature alone is worth it. No more do you have to store all your client feature requests alongside in the same view as your open trouble/bug tickets. Their fully integrated Knowledge Base system with Client Portal, AMAZINGly advanced filters with grouping. For instance from a single button/view you can see all tickets of a certain type (pretty standard stuff) but where DeskPro excels is that you can then further Order and Group that list by not only standard fields, but also all of your custom fields as well!. --> KEEP READING IN THE CONS AREA FOR THE REST OF MY PROs, I'M LIMITED TO 1500 CHARACTERS

Cons: Speaking of custom fields Deskpro Lets you mass update your custom fields. This is also just not available in any of the systems we demo'd. Their customer support is amazing. We are based out of the US and NEVER have any issues getting help from them or their team. The software is simple to setup, easy to manage, powerful and really really flexible! We used Zendesk, LiveHelpNow, TrackIT, FreshDesk, Happy Fox, Boss, Team Support, Desk.com, Cayzu, Jira, Samanage and seriously none of them were even close to what DeskPro has to offer and not to mention they all were just about double the price per agent! If you are even thinking about DeskPro; give it the 30-second trial signup. We have been with them Since December 2013.

Overall: Very Very Very Positive

Great Software, Helped to Streamline Our Support

Sep 20, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The support from the team at Deskpro has been really good. Always kind and patient (unlike some other SaaS support). Nice that they have phone, email and live chat support, nothing beats being able to chat to someone over the phone. Also, good that they have both Android and iOS apps, as our team is on both, so it allows flexibility on the go.

Cons: There are so many features, which is a good thing, but we don't use them all. Feel like we could make more of the product, but happy with what we do use. Took a bit of time to learn the software, but after a few days, was up to speed and now is easy to use.

Overall: We have been using Deskpro for about 8 months now. We previously had one inbox for all of our support, and one inbox for all of our sales emails. With lots of team members working on it, there was a lot of "treading on toes." We tried a few different helpdesk softwares, but settled on Deskpro because of the sheer number of features (plus their customer service was really friendly and not pushy like the others). Although we don't use all the features the ones that we do use have really helped. The ticketing system has reduced our response time and also allowed each member of the team to know exactly what is going on with a customer rather than having to ask around before doing anything, reduced faff time, which is exactly what we wanted it for. All in all, great piece of software and really happy with the support.

Capterra loader

Great CRM, clean support ticket system, knowledge-base and more

Oct 15, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I've used OnPremis and now Cloud version and both of them were very easy to set up.

The interface-s (both agent's and admin's) are quite intuitive, I didn't even know that there were manuals for them, I just started using them.

Cons: They have some "hidden" costs which were very unpleasant.

For example, the cost of removing their logo from your public support center pages, the cost of transferring from OnPremis to Cloud.

Overall: The software is great, we utilize a lot of its features (both basic ones like ticket, knowledgebase, feedback, chat and more advance ones like REST API, app, hook).

Their support is good, they have a nice response time in any technical question or issue that we had.

But I was very disappointed at some parts of their business model (the "hidden" costs). However, I will say that they take their customer complains rather seriously which is why we're with them even today.

Great software for a great price

Nov 20, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We really liked the ability to customise the way our customers interact with us. The tailoring of certain aspects of our DeskPro presense was infinitely more flexible than a lot of ticketing systems on the market that we tested. DeskPro has a real business to business focus.

Cons: The setup took a little longer than expected, however this turned into a pro long term as adding new customers is now straight forward thanks to the efforts in department structure up front.

Overall: We had a need to offer differing helpdesk views for our different customers. DeskPro allowed for that variation and once we established the structure it has been pretty simple to use, from both a day-to-day point of view and an admin point of view. The user interface is simple to use and our agents and users appreciate the levels of uptime offered by DeskPro. The support is fantastic, personalised to us and responsive.

DeskPro helps you organize

Dec 05, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The customerstickets are easily sorted with the functionality of Deskpro. On the other end show the dashboards a very insightfull overview of the statistics.

Cons: When you try to make a new ticket and you press a button on the keyboard too fast it gives you other options such as a new article entry and such. It's just a thing that happends every once in a while. Nothing too annoying.

Overall: The customerservice is superb, within a few days you have an answer with which you can make the changes wanted. We're very happy with the software and we already recommended it to another firm.

Effortlessly manages our internal communication throughout our organization.

Nov 20, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use. So many options to choose from in which all help streamline our support and communication.

Cons: No cons just wishes. I wish DeskPro would enhance statuses so we could create custom ones that would only be triggered once a task has been completed.

Overall: We have been using DeskPro for almost 7 years. It has changed how we communicate internally as an organization. We look forward to a brighter future with DeskPro.

Great Customer Support Software

Nov 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to Use and the notification is really helpful

Cons: Nothing so far in this software. Mobile application is not that much friendly

Overall: Its one of the Best customer support software I have ever seen. I am working in a public cloud company which is largest in Middleeast. Even our customers like this software very much.

Helpdesk for Recruitment Consultants

Sep 20, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We were previously using really old software to help with support and a makeshift CRM. Decided to change to something better and went with deskpro. We use it everyday and it hasn't crashed on us (unlike the last software we used) so that is a real improvement. We have been using the Deskpro.com helpdesk for just over 2 months, it is a great piece of software, although I think it would be better for larger teams.

Pros: The live chat and knowledge base have been incredible at driving more enquiries. Initially we thought that the knowledge base would deter people from getting in touch, but alongside the live chat the enquiries are more targetted and know what questions they want to ask, which always helps.

Cons: Think it is more suited to larger teams. Would be nice if the interface was a bit prettier.

Recommendations to other buyers: Worthwhile booking a demo. Was really helpful to go through all of the elements and actually speak to someone about it and ask questions.

Deskpro Review

Oct 30, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like having one tool for all: Knowledge base, feedback form, contact form, and contact us widget. With this tool our customer support agent can track all communication channels with our customers by using just one tool. And we need to use just one tool to track him :-)

Cons: It is not an expensive tool, but it would be nicer if price per agent could be little lower.

Small structure use of Deskpro as ticketing system

Nov 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - flexibility

- customization

- knowledge base integrated

Cons: For what we asked of it (ticketing and knowledge base), I cannot find many cons compared to the competition and the price!

Great product

Oct 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Implementation time was self-sufficient. It did not take 6 months + to implement

Upgrades are pretty seamless as well as they have auto update checking like Windows.

Easy to configure and use once you know what your processes are.

Very little intervention required by vendor

Cons: So far none except for a few bugs that I am certain will be fixed with the amount of feedback I have given.

Overall: Awesome and affordable

It's fine, but there are better products out there

Nov 30, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 4.0/10 Not
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Pros: It's more cost efficient than it's counterparts, so if you're just getting started it's a good option, or if it's just a few team members that'll be using the product with no plans for expansion in the foreseeable future. I can't say I love anything about the software when it comes to day-to-day use though.

Cons: Day-to-day ticket management is easy enough to understand but inefficient, which impacts overall productivity for all teams who use the product. Product imitations mean stats pulled are not always as reliable as they should be.

Overall: It was fine for the first few months when volumes weren't massive, but its limitations have severely impacted productivity as volumes have increased.

Capterra loader

DeskPro Ticketing System

Nov 20, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: DeskPro is a very flexible and easy to use ticketing system environment. The integration with our AD was a breeze and customer support was phenomenal.

Cons: There were few bugs that support easily resolved at first.

Overall: I'm very happy with the product and recommend it to every business.

not bad help desk software

Jul 31, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: can use snippets that can help you if you have some texts to use every time. and we can install it on our server.

Cons: i do not like the ui, a bit oldfashion. a bit difficult to install it if you are new to server, that's all

DeskPro

Nov 20, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The amount of features it has built in and the ease of use for the users.

Cons: Some of the advanced features require knowledge that would outside the skillset of an average admin.

Great to work with

Nov 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Cloud service, accessible anywhere, anytime

Good organization of tasks, teams

Customizable

Cons: Tends to be a little slow when multitasking

Magic Helpdesk

Nov 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, easy to setup, intuitive software

Cons: Limit in ticket status changes limitation

Aug 03, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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