Deskpro Cloud
DeskproReviews from AWS customer
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Easy Setup, Seamless Microsoft 365 Integration, and Fast Ticketing
What do you like best about the product?
Setup and deployment was very easy. It links in with Microsoft 365 and "just works". Users find it easy to pick up and use. It is very responsive, creating tickets from emails almost instantly - no waiting around. It is well priced and easily expandable when needed. Support has always been great, problems fixed very quickly. We implemented it for one department and have now rolled it out to another one.
What do you dislike about the product?
Our setup is a fairly basic one and we do not utilise all of the functionality of the system as yet - but what we do use all appears to work OK for us.
What problems is the product solving and how is that benefiting you?
Ticket management and agent reporting are the two main issues that Deskpro is addressing for us at present.
Customer Service Force Multiplier
What do you like best about the product?
The user interface is clean and robust without being distracting. Also, the notifications are highly customizable and work as expected--very intuitive. My ticket and workload visibility have never been better.
The performance is very good since it was optimized for our infrastructure, and it is ver reliable. We hve not had a down-time yet.
Our team also appreciated the implementaiton team who helped us personalize our DeskPro instance. Eloise was so knowledgable and easy to work with.
The performance is very good since it was optimized for our infrastructure, and it is ver reliable. We hve not had a down-time yet.
Our team also appreciated the implementaiton team who helped us personalize our DeskPro instance. Eloise was so knowledgable and easy to work with.
What do you dislike about the product?
Deskpro ticket structure takes some getting used to. There is no "body" or "subject" to the case; only a title and the initial email or note. This is not a problem, but it is a different approach.
What problems is the product solving and how is that benefiting you?
With Deskpro's ease of use, our users are more willing to open cases on their own. And this also makes me more willing to open cases for them when necessary. Smoothing out ticket creation has saves our teams time, and also removed bariers preventing the very best service.
Customizable Yet Occasionally Slow Platform
What do you like best about the product?
I like Deskpro's inquisitive layout and find it very customizable. It makes it easier for me because I always know exactly where to go and can customize my main page to meet my own needs. Also, the ability to use Deskpro on mobile devices was a factor in switching to the current version.
What do you dislike about the product?
Sometimes it loads things too slow. Besides some bugs that happen every other update. On mobile devices, I can't seem to pick my categories.
What problems is the product solving and how is that benefiting you?
Deskpro doesn't solve problems directly, but it provides a communication channel for customers. Its layout makes navigation simple and lets me tailor my main page, enhancing efficiency.
Good Tracking Features, But Poor Mobile UX
What do you like best about the product?
I like the Deskpro website and appreciate the huge number of data points for tracking. It's easy to update attributes and track progress.
What do you dislike about the product?
I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors.
What problems is the product solving and how is that benefiting you?
I use Deskpro for support tickets, which helps in tracking progress of tickets and clients. It offers a huge number of data points for tracking and makes it easy to update attributes and progress.
Highly Configurable with Seamless Onboarding
What do you like best about the product?
I appreciate that Deskpro is highly configurable, allowing me to set it up exactly how I want. I really like the integration with Shortcut, eliminating the need for manual checking and reducing missed information. The ability to change and configure almost anything, from email templates to Customer Portal design and layout, is something I find very useful. Launching the Customer Portal has also received positive feedback from our customers. The onboarding package we purchased made the setup process seamless.
What do you dislike about the product?
The Teams integration is limited. It would be great to allow the option of creating tickets via Teams that allow custom fields to be used.
What problems is the product solving and how is that benefiting you?
Deskpro manages support tickets, offers a customer portal, integrates directly with Shortcut solving missed information issues, and is highly configurable from email templates to portal design.
A Joy to Use with Stellar Ticket Management
What do you like best about the product?
I love that Deskpro allows us to easily manage all our outstanding support tickets. It's a joy to use, much better than the awful SharePoint tickets database we used before. I find it impressive that it never loses tickets, even if the browser messes up. Reloading the page restores all the text, as it's automatically saved as you type. I’m pretty impressed with it overall, and as a software developer who is a bit of a perfectionist, I don't usually say that about much software. It’s a huge bonus that I've never wanted to throw my computer out the window while using it.
What do you dislike about the product?
I get a bit irritated when I edit an existing note because I have to format all the images again before saving it. If I don't, they just default to being centred. This has been the case for the year or so we've been using it, it doesn't seem to have been fixed yet, and it would be really nice if it were. Also, it looks as if it allows you to place an image to the right (or left) of the main text, but in practice, this fails when you save it, and moves all your text down below the image. It'd be great if these two irritations could be fixed.
What problems is the product solving and how is that benefiting you?
Deskpro makes it easy to manage support tickets and lets our boss see how quickly we resolve them. And it's a joy to use.
Great Features; Slow Performance Hinders Efficiency
What do you like best about the product?
I like the ability to track my progress and see things that I have answered or not answered in Deskpro. It gives me better visibility of the task at hand compared to Outlook that I used before. In Deskpro, I'm able to see what I need to respond to and what has been responded to me, and that feature is not available on other platforms that I use to communicate with clients or coworkers. That would definitely be the main thing that I appreciate about the services provided by Deskpro.
What do you dislike about the product?
There's definitely a lag when using Deskpro, and I'm not sure if it's my Internet or something else causing it. It often lags, especially when pulling up a new message or just loading in the inbox, which can be frustrating since it'll show I have messages, but nothing is there until it catches up. Also, searching previous messages is difficult. There's lag in the search, and it doesn't always pull up everything related to what I type in, so I have to go through extra hoops to ensure things are searchable. Training myself to understand the platform was not easy, unlike the setup, which was straightforward.
What problems is the product solving and how is that benefiting you?
I use Deskpro to communicate with clients and coworkers as an all-around platform. I like being able to track my progress and see what I need to respond to, which offers better visibility compared to other platforms.
Efficient Project Management, Needs UI Enhancements
What do you like best about the product?
I like that Deskpro is easy to manage and link tickets across the entire team, and ticket reference numbers mean the whole team can support. The collaboration features make Deskpro useful because they allow my entire team to manage projects effectively. We can feed information into project trackers and add agent notes to keep each other in the loop. Additionally, the initial setup was very easy with good support from Deskpro themselves and helpful user guides.
What do you dislike about the product?
I don't like the user interface for certain features such as inputting agent details. I would like a cleaner user interface. Also, it doesn't integrate with our systems.
What problems is the product solving and how is that benefiting you?
I use Deskpro for customer tickets and service. It simplifies team collaboration by managing tickets and referencing them. My team can feed information into project trackers and add agent notes to stay informed.
Best support software I have ever used
What do you like best about the product?
It is both easy to use for daily tasks (once you get familiar with it) and it is complex enough to do most anything you need. As an aside my favorite added feature is the stars, I didn't realize how badly I needed them.
What do you dislike about the product?
Knowledge base article creation is awful. Default editor is very limited and painful if I need to use numbered lists. HTML editor seems very buggy and I have lost several article edits due to erratic behavior. Also switching between the two should not be an option - creates more mess than what it is worth - it should convert the article into the new format and offer to save a copy - ie all articles should only exist in one or the other.
What problems is the product solving and how is that benefiting you?
Support status for customers was always a pain point. Now we can prevent customers off support from opening tickets with us, and its integration with Salesforce means I do not have to search for the org to verify.
Easy Case Search, Powerful Filters, and Handy Templates
What do you like best about the product?
The platform makes it easy to search for old cases, use the filters effectively, and create templates.
What do you dislike about the product?
Deskpro sometimes does not understand that a reply from a case can create a new ticket and instead merging automatically them, it creates a new ticket
What problems is the product solving and how is that benefiting you?
Deskpro supports my daily work by helping me organize supplier contacts and their issues by category. It also makes it easier to understand where the current issues should be focused, so they can be handled more easily.
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