Deskpro Cloud
DeskproReviews from AWS customer
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*** Rolled out updates without warning that corrupted our hosted content
What do you like best about the product?
The news feed is a great feature and worked well in my experience. Although primarily a support tool , the kb site was decent too. That's what I used it for
What do you dislike about the product?
Unnanounced updates corrupted our live content which created work at the time. Horizon it was called. The team didn'yt give much attention to the documentation aspect (kb and news posts)
What problems is the product solving and how is that benefiting you?
Distributing product announcments that customers can subrscribe to. This is an efficient way to communitcate to them.
Great helpdesk software (with unfortunate focus on AI)
What do you like best about the product?
Deskpro is very flexible; a lot can be set by the application administrators in a friendly interface. Some examples of functionality we use:
* Brands visible on specified URLs, each with their specific customer portal where you can (de)activate modules (like news, customer suggestions, knowledge base, etc) and change the design (logo, colours and any custom CSS and HTML)
* Departments (and teams) each with their own set of custom fields, contact form field conditions
* Integrations with other applications like Jira
* Triggers and reminders on for example tickets, to assign, close, update etc based on a multitude of conditions
* Brands visible on specified URLs, each with their specific customer portal where you can (de)activate modules (like news, customer suggestions, knowledge base, etc) and change the design (logo, colours and any custom CSS and HTML)
* Departments (and teams) each with their own set of custom fields, contact form field conditions
* Integrations with other applications like Jira
* Triggers and reminders on for example tickets, to assign, close, update etc based on a multitude of conditions
What do you dislike about the product?
Unfortunately the software isn't fully localisable and translations of key content cannot be added via the API yet. This applies, for example, to titles in the documentation you publish. We work in a multilingual environment, servicing users from across Europe in about 30 languages and must use our internal translations pipeline. Not being to add or update translations via API creates a lot of manual work.
The company recently shifted focus to AI. AI can be helpful; Deskpro now can, for example, turn a few notes into a proper user reply. Their new focus seems to have completely drawn away the attention to fixing bugs and adding and improving basic functionality, however.
The company recently shifted focus to AI. AI can be helpful; Deskpro now can, for example, turn a few notes into a proper user reply. Their new focus seems to have completely drawn away the attention to fixing bugs and adding and improving basic functionality, however.
What problems is the product solving and how is that benefiting you?
Deskpro helps us service customers and partners reaching out to us. It gives us a centralised place to track and follow up on requests efficiently, instead of working with email inboxes and relying on labels and the 'read' status to organise work between different people.
Deskpro an interesting alternative
What do you like best about the product?
Easy to handle and affordable price. The main needs are covered.
What do you dislike about the product?
The basic analytical part is complex to handle and limited by the number of possible export lines.
What problems is the product solving and how is that benefiting you?
The classic support features and the ability to customize to fit our organization.
A promising service with some changes needed to maximise potential
What do you like best about the product?
There are many great features of deskpro, the customisation on inboxes to help organisation, the sidebar providing helpful information on the customers that can be stored and referred to when responding to the tickets, it is simple to use and overall the layout is fairly intuitive.
What do you dislike about the product?
Unfortunately a lot of the features do not work as intended or are counterproductive, the search function often has problems and is unable to find tickets, removing cc's automatically re-adds them after every email sent which can cause e-mails to be sent in error to the wrong recipients, query type is not automatically set and must be manually selected to resolve tickets etc.
What problems is the product solving and how is that benefiting you?
Having a central email that can be monitored by entire teams to respond to customers is helpful, being able to assign tickets to individuals helps to stop duplication.
Very good experience with support team and most of our users are coping with recent big change
What do you like best about the product?
We had a big upgrade from old Deskpro to Horizon based platform recently,
not only upgrade was done smoothly but had good support from team regard to communications to our end users, securing it with email Spoof setting and son on.
Response to my question was fast and point was clear.
not only upgrade was done smoothly but had good support from team regard to communications to our end users, securing it with email Spoof setting and son on.
Response to my question was fast and point was clear.
What do you dislike about the product?
Our user a reported that reply to entry screen for ticket contents is very small at the bottom of it could be resizable or expanding to full height. Therefore, user has more control over the usability and more easily compose the reply.
What problems is the product solving and how is that benefiting you?
Tracking of request from various customers and party in concern, Multiple staff to handle by the group make more efficient and speedier response to those requests made,
Easy to learn and full of function
What do you like best about the product?
Coming from a different customer support ticket system that used Oracle, DP has been so much friendlier. There have been issues, but their team has been great in listening, working with us, and correcting them in a reasonable time frame (dependent upon the priority and impact of course). I am not a manager and do not have full access to all the configuration options, but what I do have access to is far more than "basic". I can create my own workflows, macros, templates and much more. It allows each user their own viewing options - everything down to which direction the email threads appear.
What do you dislike about the product?
Knowledgebase article creation I find to be pretty frustrating. There are little nuances like numbering that can be impossible to correct. They do offer two types of editors, one that is basic and limited options (default), and one that has mostly full options (html). The html editor I find is easy to break (fonts change on you, pictures sometimes don't appear correctly ect). The search functionality could be better, but
What problems is the product solving and how is that benefiting you?
Not only can it capture all the data that I can extract use to better our product and services, it also allows me to be more productive with automated workflows.
DeskPro is a good alternative to other products out there
What do you like best about the product?
Ease of use and price point. The support is also superior.
What do you dislike about the product?
Being able to seamlessly take configurations from a sandbox and move them to PROD.
What problems is the product solving and how is that benefiting you?
It allows us to have a CRM ticketing service we can configure and administer in house without hiring and expensive SME.
Deskpro helpdesk a lot
What do you like best about the product?
Very flexible at implementation with excelent technical support
What do you dislike about the product?
SLA assigment to multiple projects may be challanging when you have different conditions for every customer. But Stella, it is managable
What problems is the product solving and how is that benefiting you?
It is a Single Point of Contact for our customers. All issues are reporter in Deskpro. It provides curent status and history of comunication as well as reports
A bit slow since updates and mobile app.
What do you like best about the product?
I've been using deskpro since 2022 about 5 days a week. I like that its interface is very intuitive and the categorization part.
I also enjoy the ability to merge tickets which we got when we updated to this version of deskpro.
Also great customer service.
I also enjoy the ability to merge tickets which we got when we updated to this version of deskpro.
Also great customer service.
What do you dislike about the product?
It's been too slow sometimes, I lock a ticket and it doesnt appear as locked. so another person locks at the same time and responds to the ticket I was working on.
I don't like that I also do not have the option to undo a ticket to correct it.
I don't like that I also do not have the option to undo a ticket to correct it.
What problems is the product solving and how is that benefiting you?
It solves basically everything as we categorize and can have emails separated by themes which makes it easier for us to work and answer specific themes regarding our company.
Good quality support software with many features
What do you like best about the product?
Lots of good support features, such as Chat, have been added to better enhance the user experience
What do you dislike about the product?
Some of the workflows are a bit clunky, especially with setting up different views.
What problems is the product solving and how is that benefiting you?
Deskpro provides a digital trail of problems and solutions to document our processes and procedures are being properly carried out.
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