Deskpro Cloud
DeskproReviews from AWS customer
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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.
Deskpro is OK. There are a lot of competitors.
What do you like best about the product?
The tickets are Pretty comprehensive. That is good.
What do you dislike about the product?
inability to access online documents without having to download or previously synchronize files to the PC. The ability to directly attach documents in online repositories would be most helpful. It would be a consideration when we review alternative applications.
What problems is the product solving and how is that benefiting you?
No problems
Great Product and fully meets our needs
What do you like best about the product?
Having evaluated many products before choosing DeskPro we definitely chose correctly. They were very helpful getting us up and running, with a trial period to test with, and have been swift to respond as and when we have needed them. The product does everything we need it to and we are now looking to roll it out to other parts of the business. Everything "just works" - which is exactly what every busy help desk - and Helpdesk Manager - needs.
What do you dislike about the product?
When it comes to finding fault with DeskPro you instantly start to struggle to come up with things to complain about! There sould be more flexible reporting but you can still get the information you would need.
What problems is the product solving and how is that benefiting you?
Deskpro gives me the confidence to know that our customers are being looked after properly. We never miss a ticket - an issue we suffered from with our previous system - and our customers are kept informaed as to what is going on with their issues. We have better reporting on what our main problems are, how long they take to resolve and who is best placed to resolve them.
Great web-app experience but mobile app needs work
What do you like best about the product?
The most impressive and useful thing about deskpro compared to other solutions I've used is how quickly and accurately you can search the contents of old tickets.
Being able to use snippets speeds up the workflow significantly.
Using the web app is easy and fast, everything works as expected.
Using it as a customer for other areas of the business is quick and easy, forms ensure the teams get all relevant information the first time which ensures a fast response.
Being able to use snippets speeds up the workflow significantly.
Using the web app is easy and fast, everything works as expected.
Using it as a customer for other areas of the business is quick and easy, forms ensure the teams get all relevant information the first time which ensures a fast response.
What do you dislike about the product?
There are occasional crashes on the web-app
The android mobile app needs a lot of work:
- Signs out at random, needing to input the full Deskpro URL each time you log back in
- Tickets often don't open when selecting them on Android (this is the biggest issue, usually rebooting the app helps)
- Writing a note hides the rest of the ticket, it would be useful if the rest of the ticket was scrollable while typing a note.
Because of the above I usually end up taking ticket notes by hand when in the field.
The android mobile app needs a lot of work:
- Signs out at random, needing to input the full Deskpro URL each time you log back in
- Tickets often don't open when selecting them on Android (this is the biggest issue, usually rebooting the app helps)
- Writing a note hides the rest of the ticket, it would be useful if the rest of the ticket was scrollable while typing a note.
Because of the above I usually end up taking ticket notes by hand when in the field.
What problems is the product solving and how is that benefiting you?
Deskpro allows us to have a historic log of work completed, which is useful for identifying trends and recurring problems.
The search feature is particularly useful and is very responsive and past compared to other solutions, when a trend is identified its easy to go back through old tickets and identify affected users for next steps.
The search feature is particularly useful and is very responsive and past compared to other solutions, when a trend is identified its easy to go back through old tickets and identify affected users for next steps.
Overall a solid website.
What do you like best about the product?
It's easy to see comments being typed in real time by coworkers on tickets. We use it everyday and it's very simple for the customers to use as well.
What do you dislike about the product?
There are quite a few tabs on the side that were a bit tricky to navigate but it is easy to get the hang of it.
What problems is the product solving and how is that benefiting you?
We are able to receive requests for help from individuals and are now able to sort and respond to these tickets accordingly.
Powerful help desk solution with minor some quirks
What do you like best about the product?
Deskpro is a highly customizable help desk software that should suit just about any need. Its built-in integrations and relatively straightforward REST API make it a developer-friendly platform that allows for tying it in to the rest of your tech stack.
What do you dislike about the product?
The UI is a bit difficult to parse and slow at times.
What problems is the product solving and how is that benefiting you?
Deskpro is our central hub for tracking all internal IT issues and changes. We use it for everything from a user needing computer assistance to tracking large-scale projects with time-keeping and billing.
Great Helpdesk System
What do you like best about the product?
One of my favourite features is simply that I can group tickets by organisation I have multiple schools that I support on a weekly schedule, I love that I can quickly and easily highlight the tickets for that school when I am on site. This really helps to focus my work, so that I can efficiently work through tickets which in turn helps me to provide great customer support.
What do you dislike about the product?
When creating a ticket or adding a comment to a ticket, the default is to email the user. I don't like this feature. In my line of work, the most common thing for me to add to a ticket is a note. I have in the past accidently sent a note as an email - thankfully the note was appropriate to send . However this may not always be the case. I would prefer if either as an individual user can I change the default, or the company administrator could do it for all of field engineers.
What problems is the product solving and how is that benefiting you?
To efficiently manage incoming tickets. this allows for quicker and more thorough support
Versatile Software for making Task/IT support
What do you like best about the product?
Customizable Interface – The UI is intuitive and can be tailored to fit your workflow and branding.
What do you dislike about the product?
Feature Overload – If you’re looking for a simple helpdesk tool, Deskpro might have more features than you actually need.
What problems is the product solving and how is that benefiting you?
Task Management/Project Management
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