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A great, practical helpdesk solution
What do you like best about the product?
The flexability & functionality, in particular for me the ability to have separate ques for different classes of tickets monitored by various teams.
What do you dislike about the product?
Personaly I find the UI sometimes makes the system look more complicated than it actually is.
What problems is the product solving and how is that benefiting you?
Tiem taken to resolve cases can easily be monitored and gives full accountability of the users.
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Very easy to use helpdesk with a nice simple UI.
What do you like best about the product?
Easy to create and assign tickets. It is also very customisable with our business.
What do you dislike about the product?
Not much of a dislike but the default response to a ticket is email so we have to remember to click note otherwise we may accidentally email the customer something not relevent to them.
What problems is the product solving and how is that benefiting you?
Since we have a wide range of schools we look after, Deskpro helps maintain support for all of them plus our employees.
A Solid, Simple Ticketing System
What do you like best about the product?
I've been using DeskPro for a couple years now and overall, my experience with it has been very positive. DeskPro allows the end user to not only create their own custom lists and how to view the tickets themselves, but it also allows the user to create their own custom functionality when responding to tickets/adding notes. I feel that it's Help Center/Knowledge Base is very simple to use as well.
What do you dislike about the product?
I think DeskPro could use an improvement to their Tasks feature. I feel that that functionality is often underutilized and hasn't gotten any updates since the new interface change.
What problems is the product solving and how is that benefiting you?
It helps organize the numerous amount of tickets that come in and allow management to siphon those out to not only the correct department, but also the correct groups within those teams within the department. This also allows quick responses from the support staff and positive interactions with the folks submitting the tickets.
Simple with lots of handy features
What do you like best about the product?
Deskpro allows for easy management of tickets with easy tools for collaboration with others on a given issue. I like that tasks can be made and attached to tickets if for example you need another person to perform something before you can progress with the ticket. The automation tools when changing the department of a ticket are a nice quality of life feature also.
What do you dislike about the product?
I'd like a functionality to be able to open bookmarks in the same browser tab rather than them opening into a new tab, especially if it is a bookmark to another section on deskpro.
What problems is the product solving and how is that benefiting you?
Everything is in one place for all of the organisations that I look after which can be easily filtered to make things more simple and easy to read when working.
It was easy to get an understanding and find my way around the helpdesk
What do you like best about the product?
Simplicity for both me and customers, it's easy to have a clean line of communication.
What do you dislike about the product?
I wish there was a way that I could create groups or tags as well as filters so that I could identify the type of call using keywording.
What problems is the product solving and how is that benefiting you?
We were struggling with the number of calls on previous systems and customer re-raising tickets as they couldn't see their old tickets.
Great help desk solution
What do you like best about the product?
It's easy to use, easy to implement, user friendly for both agents and customers, and powerful enough to support and streamline everyday processes. It has a good range of features and Deskpro's support team is also knowledgeable and helpful.
What do you dislike about the product?
It's very user friendly, but some backend settings aren't well defined, so sometimes you have to figure them out using trial and error.
What problems is the product solving and how is that benefiting you?
It allows us to support both internal and external customer support issues and allows us to , empowering us to track and streamline our processes.
Helpdesk with many features
What do you like best about the product?
UK based servers. feature rich and fairly easy to integrate. Very good and quick customer support
What do you dislike about the product?
significant learning curve compared to other helpdesks, mainly due to the features and report dashboard
What problems is the product solving and how is that benefiting you?
A central location for all customer support tickets across the business on UK hosted servers. lets us report on SLAs and helps us meet them before they fail.
Deskpro review
What do you like best about the product?
The flexibility to direct and create tickets behind the scenes. Custom reports are also a big plus.
What do you dislike about the product?
The search features need work it does not seem to perform a full text search. When creating tickets and trying to assign to users sometimes it won't show the user even if you type the name exactly the same.
What problems is the product solving and how is that benefiting you?
Tracking incoming issues from clients, assigning them to techs. Tracking billings and resolutions. We also use the KB to document issues and resolutions.
Deskpro does everything a ticket system needs to do, but not much more than that.
What do you like best about the product?
Tickets are easy to manage, and visibility of what other agents are doing is great.
What do you dislike about the product?
The 'horizon' update was heavily focused on visual updates and hindered a lot of functionailty Deskpro previously had.
What problems is the product solving and how is that benefiting you?
Organisation of tickets really helps productivity of the team.
DeskPro Support Software
What do you like best about the product?
There are many upsides to using DeskPro. Emails alert you when you recieve ticket assignments. It's easy to use. There are many customizable options. I use it everyday. It is intergrated with our work platform and makes helping staff easier.
What do you dislike about the product?
I haven't found a downside yet. If support is needed, they always do a great job helping to find a solution.
What problems is the product solving and how is that benefiting you?
DeskPro helps to organize our ticketing system for our Help Desk.
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