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glitchy
What do you like best about the product?
Organization of our tickets in one convenient place.
What do you dislike about the product?
Deskpro tends to be glitchy and prevents us from using it successfully on a fequent basis.
What problems is the product solving and how is that benefiting you?
Maintaining customer profiles.
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Does a bit more than you would expect
What do you like best about the product?
Browser notifications, customisability, collaboration with fellow agents.
What do you dislike about the product?
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.
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.
What problems is the product solving and how is that benefiting you?
Identifying all the different organisations the helpdesk is dealing with which is really helpful. Having DPQL allows you to customise your reports to your needs - which is helpful when providing with monthly/yearly reports to the management.
Frequent UI updates and implementing new ideas are a great look and highly appreciated.
Frequent UI updates and implementing new ideas are a great look and highly appreciated.
Great helpdesk solution!
What do you like best about the product?
* Deskpro is an incredibly customizable helpdesk solution which is something we appreciated alot. While the implementation phase was rather long, at the end of the day we got exactly what we needed at a fair price.
* As the person implementing the solution in our businesss, I was already very familiar with the user interface when we went live, but I'm very almost surprised how quickly our other agents caught on.
* Deskpro's support team was and still is A-tier, quick to help with customization questions, squash bugs, and follow up when needed!
* For us, the Teamviewer integration has been a huge help for us to help our customers faster. Machine translation has also been a huge help when communicating with customers globally.
* Our customers and end users have been impressed with the new look and feel, as well as the Help Center.
* 17 agents, handling 60-100 tickets per day.
* As the person implementing the solution in our businesss, I was already very familiar with the user interface when we went live, but I'm very almost surprised how quickly our other agents caught on.
* Deskpro's support team was and still is A-tier, quick to help with customization questions, squash bugs, and follow up when needed!
* For us, the Teamviewer integration has been a huge help for us to help our customers faster. Machine translation has also been a huge help when communicating with customers globally.
* Our customers and end users have been impressed with the new look and feel, as well as the Help Center.
* 17 agents, handling 60-100 tickets per day.
What do you dislike about the product?
* Rather large jump in price to upgrade to Professionel version.
* Some submitted bug reports still hasn't been solved, and has no estimated resolution time - even after months.
* Some submitted bug reports still hasn't been solved, and has no estimated resolution time - even after months.
What problems is the product solving and how is that benefiting you?
The helpdesk system we came from was almost 15 years old and was no longer receiving updates.
The modern facelift of Deskpro has made it so much easier for me and my colleages to help our customers, and we no longer hate using a helpdesk!
The automation has helped us prioritize issues and resolve the most important stuff first.
With proper SLA integration and automatic satisfaction requests we're not only able to keep track of the promises we make to our customers, we're also able to gauge customer happiness and reassess when a ticket was less than satisfactory.
The modern facelift of Deskpro has made it so much easier for me and my colleages to help our customers, and we no longer hate using a helpdesk!
The automation has helped us prioritize issues and resolve the most important stuff first.
With proper SLA integration and automatic satisfaction requests we're not only able to keep track of the promises we make to our customers, we're also able to gauge customer happiness and reassess when a ticket was less than satisfactory.
Helpful, responsive and easy to do business with.
What do you like best about the product?
Its simplicity to use for the agents, and its flexibility for admin. Info is clear an on hand.
What do you dislike about the product?
Some of the reports that you might want are difficult to build in the first instance, but the Deskpro support team are happy to help when required.
What problems is the product solving and how is that benefiting you?
Its made dealing with customers very simple and sharing notes, emails and other comms with other internal departmetns has been really helpful. But the most significant benefit is the automation and snippets. We have reduced our responce times significantly and improved our customer service levels.
Medium Business - Great Results
What do you like best about the product?
Deskpro has helped me and my team to keep track of all of the requests that came in. The reporting tools are great too, as it helps us to track different stats.
What do you dislike about the product?
It can be hard to see which ticket that you have selected, if you have multiple tickets open at the same time. There is no difference in color between an opened ticket and the currently selected ticket.
What problems is the product solving and how is that benefiting you?
Deskpro keeps our users requests in a neet and orderly system that allows us to provide excellent customer service to our team.
Great Helpdesk system
What do you like best about the product?
We started using Deskpro instead of a internal helpdesk, this has completely changed the way the company works.
We now all work a lot more efficiently and can prioritise tasks easily.
We now all work a lot more efficiently and can prioritise tasks easily.
What do you dislike about the product?
30 members of staff now within the company and agreed that having a little number of how many tasks you have assigned to you, or having a little number about how many tickets are assigned to you on the left hand panel would be helpful.
Or to have a dashboard you could choose and customise to see all of this data easily on a Homepage
Lastly to be able to have notifications
Of ticket updates come into Teams.
Or to have a dashboard you could choose and customise to see all of this data easily on a Homepage
Lastly to be able to have notifications
Of ticket updates come into Teams.
What problems is the product solving and how is that benefiting you?
Allow users to prioritise.
Tickets can be logged easily and love the custom fields you can add.
Can actively see when staff are logging into the system.
Love the stats side of the product also.
Tickets can be logged easily and love the custom fields you can add.
Can actively see when staff are logging into the system.
Love the stats side of the product also.
Easy to use, I have it on my laptop and phone for work. Very efficient
What do you like best about the product?
User Friendly, great for keeping notes, and working with collegues on ticktes
What do you dislike about the product?
Filters are hard to manage, phone app is difficult to get around in
What problems is the product solving and how is that benefiting you?
Keeping track of notes and word done
Accessible, feature-rich, and user-friendly
What do you like best about the product?
The accessible design, range of ticket features -- a combination of a chat and messaging system, built in CHAT for customers, agent-to-agent messaging, KANBAN boards.
The range of features in DeskPro is broad for a small to medium sized business. Staff can learn to use DeskPro in short amount of time and the UI is visually supportive of workflows/processes that accomodate staff needs.
Customer support has always been responsive, and is open to feedback as well. The company has a knowledgeable team of experts who can support you along the way -- from implementation to ongoing maintenance and services.
There are a wide range of integration options that can further your support services neatly into commonly used B2B applications.
Knowledge management through guide, knowledgebase, commuity forum, and file sharing are helpful. These areas have varying degrees of complexity and may take a more experienced staff to build and manage initially. The benefit in building all these out is that they can be (near) seamlessly integrated into chat, tickets, searches etc as self-help tools for customers/clients/users.
The range of features in DeskPro is broad for a small to medium sized business. Staff can learn to use DeskPro in short amount of time and the UI is visually supportive of workflows/processes that accomodate staff needs.
Customer support has always been responsive, and is open to feedback as well. The company has a knowledgeable team of experts who can support you along the way -- from implementation to ongoing maintenance and services.
There are a wide range of integration options that can further your support services neatly into commonly used B2B applications.
Knowledge management through guide, knowledgebase, commuity forum, and file sharing are helpful. These areas have varying degrees of complexity and may take a more experienced staff to build and manage initially. The benefit in building all these out is that they can be (near) seamlessly integrated into chat, tickets, searches etc as self-help tools for customers/clients/users.
What do you dislike about the product?
Some features are not working after the Horizon update, such as the mass replies. There are also some issues where functionality does not respond to what the UI lets you believe. And example is a ticket preview, which will give you the option to copy a ticket id/ticket permalink, but then nothing is copied or confirmed for copying.
Some of the options in DeskPro around knowledge management, Guides, and file management is confusing to new and intermediate staff and requires quite a bit of training and ongoing education to work well.
Some of the options in DeskPro around knowledge management, Guides, and file management is confusing to new and intermediate staff and requires quite a bit of training and ongoing education to work well.
What problems is the product solving and how is that benefiting you?
There are multiple things we address. Sharing tickets, information, and tracking issues/problems in systems.
DeskPro review
What do you like best about the product?
Customizable.
The support.
The HelpCentre is Easy to det up
The support.
The HelpCentre is Easy to det up
What do you dislike about the product?
Feels a bit slow in development, for exempel no AI yet.
What problems is the product solving and how is that benefiting you?
Helt Centre solves self service for hustomters.
Affordable, Configurable Help Desk
What do you like best about the product?
It's very customizable and relatively easy to use.
What do you dislike about the product?
The reporting is difficult to customize to the same extent as the tickets and data input.
What problems is the product solving and how is that benefiting you?
Staff submit their requests for support and DeskPro facilitates that intake and communication about each request
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