Deskpro Cloud
DeskproReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
84 reviews
from
External reviews are not included in the AWS star rating for the product.
Versatile Service Desk for your day-to-day needs
What do you like best about the product?
Deskpro excels in ticket handling with its sophisticated automation capabilities. We like the product because it offers advanced ticket routing, custom workflows, and SLA management that meets our client requirements. The ability to create automation rules helps our team to handle requests efficiently while maintaining consistency in service delivery.
One of Deskpro's standout features is its omnichannel capability. The product seamlessly integrates email, live chat, voice calls, social media messaging and self-service knowledge base. This unified approach ensures customers can reach support through their preferred channel while agents manage all communications from a single interface.
Last but not least, Deskpro also supports on-prem deployment, which is a must in air-gap environments. The containerized deployment is just a breeze.
One of Deskpro's standout features is its omnichannel capability. The product seamlessly integrates email, live chat, voice calls, social media messaging and self-service knowledge base. This unified approach ensures customers can reach support through their preferred channel while agents manage all communications from a single interface.
Last but not least, Deskpro also supports on-prem deployment, which is a must in air-gap environments. The containerized deployment is just a breeze.
What do you dislike about the product?
Sometimes the plugin documentation is not explaining all the use cases or implications of various configuration options.
What problems is the product solving and how is that benefiting you?
Ticketing system, live chat, SLA management, customer knowledge base, on-prem deployment. All these are requirements from the client on an ITSM product in an air-gap environment.
One-stop, purpose-built, helpdesk software
What do you like best about the product?
Deskpro lets us handle support needs across different software platforms seamlessly for our global customers. One of the best things we've noticed is the automation of our ticketing processes, response workflows, and communications. This has not only made our processes smoother but also improved our response times and the quality of our support interactions.
Deskpro also has essential features like 'Service Level Agreement' tracking, Customer Satisfaction feedback, and robust Reporting. These tools are great for understanding our business performance and making data-driven decisions to improve our support services.
Plus, Deskpro integrates really well with our other internal systems, making cross-team collaboration super easy. The connection to Salesforce allows us to smoothly transition from Deskpro to Salesforce whenever we need information stored there. Similarly, the Jira integration helps us stay updated on issues escalated to our Development team.
The powerful reporting capabilities of Deskpro let us analyze our ticket data in various ways, catering to different stakeholder teams. Whether it's support tickets we need to train our team on or tickets requiring escalation involvement, the reporting not only provides insights into time and effort spent but also highlights areas where we can improve.
Deskpro's user portal and knowledgebase is its user-friendliness. Our customers can effortlessly navigate and find the information they need, which significantly enhances their overall experience. Furthermore, customizing the knowledgebase to align with our company's look and feel has been a breeze. This customization ensures that the knowledgebase integrates seamlessly with our platforms, providing a consistent and professional experience for our users.
Deskpro also has essential features like 'Service Level Agreement' tracking, Customer Satisfaction feedback, and robust Reporting. These tools are great for understanding our business performance and making data-driven decisions to improve our support services.
Plus, Deskpro integrates really well with our other internal systems, making cross-team collaboration super easy. The connection to Salesforce allows us to smoothly transition from Deskpro to Salesforce whenever we need information stored there. Similarly, the Jira integration helps us stay updated on issues escalated to our Development team.
The powerful reporting capabilities of Deskpro let us analyze our ticket data in various ways, catering to different stakeholder teams. Whether it's support tickets we need to train our team on or tickets requiring escalation involvement, the reporting not only provides insights into time and effort spent but also highlights areas where we can improve.
Deskpro's user portal and knowledgebase is its user-friendliness. Our customers can effortlessly navigate and find the information they need, which significantly enhances their overall experience. Furthermore, customizing the knowledgebase to align with our company's look and feel has been a breeze. This customization ensures that the knowledgebase integrates seamlessly with our platforms, providing a consistent and professional experience for our users.
What do you dislike about the product?
Some times the agent user interface can seem busy, but there is nothing I would ask to have taken away.
What problems is the product solving and how is that benefiting you?
- Communications captured in one place for customers and our support agents
- Built-in ticketing workflows
- Worklfow automation
- Customer access controls to the right content
- Visability to internal stakeholders
- SLA tracking
- CSAT tracking
- Product problem tracking
- Escalation tracking
- Reporting of support effort
- Providing a rich customer facing knowledgebase
- Providing a community for capturing feature requests
- Providing customer access to the latest software downloads
- Administration of the platform is straight-forward
- Deskpro have great support and solve our issues in a timely fashion
- Built-in ticketing workflows
- Worklfow automation
- Customer access controls to the right content
- Visability to internal stakeholders
- SLA tracking
- CSAT tracking
- Product problem tracking
- Escalation tracking
- Reporting of support effort
- Providing a rich customer facing knowledgebase
- Providing a community for capturing feature requests
- Providing customer access to the latest software downloads
- Administration of the platform is straight-forward
- Deskpro have great support and solve our issues in a timely fashion
Effortless, Friendly, and Effective
What do you like best about the product?
I like how Deskpro adapts to our needs while staying easy for everyone to navigate
What do you dislike about the product?
At this point, I still haven’t encountered anything that needs improvement, but I’ll keep monitoring and provide feedback if new needs arise.
What problems is the product solving and how is that benefiting you?
Efficiently managing customer inquiries across various channels, resolving issues quickly and effectively.
Using Deskpro as a Brand & Marketing Manager for setting up and filtering Marketing enquiries.
What do you like best about the product?
Ease of implementation to an external site, and the customer support in assisting the most optimal implementation to said site. Customisability of the form is also excellent, allowing it to match with brand colours and be tailored to the exact enquiries we expect to recieve.
What do you dislike about the product?
Despite the excellent customisability, the creation of the departments and their corresponding flows in forms can be a little clunky to set up, however the functionality being there in the first place is the most valuable aspect.
What problems is the product solving and how is that benefiting you?
As a Brand & Marketing Manager, I often receive emails from consultancies, agencies, influencers, photographers, and more. Deskpro allows me to filter these which keeps my personal inbox clear, so I can monitor and review relevance and importance prior to picking up the enquiry via my personal email.
Incredible experience from Deskpro
What do you like best about the product?
It makes customer service so easy and it's makes me a better worker
What do you dislike about the product?
I would like more instructional videos on youtube
What problems is the product solving and how is that benefiting you?
It solved delays and customer response times
We recently adopted deskpro as our company helpdesk for customers.
What do you like best about the product?
The reports and overview screens. Its very easy to review what staff have outstanding and workloads.
What do you dislike about the product?
There is not a lot to dislike as every time we raise a query it is dealt with very quickly by the support team and deskpro.
What problems is the product solving and how is that benefiting you?
We had an issue with our internal help desk due to the size of the data we wanted to contain within it and the speed of use.
New Learning curve
What do you like best about the product?
Im in my fisrt 3 weeks of usining it and have not yet found part of it i would rate as a positive of another at this stage. pop up view of the screen is useful rather than having to go into te whole ticket.
What do you dislike about the product?
I have used 4 different ticket systems and find this system has far to much information and messy on the main screens. it is not unusual for ticket systems to be used accross multiple clients and a simpler interface to display this information and comunicate. for example client 1 or client 7 could be for diffrent comainies and having to see there email address to work that out seems poor. maybe set up was not carried out on this well but im coming into an exsiting set up.
What problems is the product solving and how is that benefiting you?
We have multiple client schools that we provided IT services to and i am an agent who goes around schools this is being used as a ticket sytem to log and recored jobs
Adaptable for your company
What do you like best about the product?
All the tools we need as a company are there and we can tweek as we go. Lots of support set up for new users.
What do you dislike about the product?
When you open a ticket on your phone it doesn't neccessarily open the correct ticket.
What problems is the product solving and how is that benefiting you?
The communication between our schools and our technicians are becoming more slick by the schools using the ticketing system and then our admin team deploying the ticket to the correct person
Provides a lot of functionality and useful to sort out work loads into manageable chunks.
What do you like best about the product?
Lots of customisability to suport various needs and use cases.
What do you dislike about the product?
User interface is unclear at times and takes time to learn your way around it.
What problems is the product solving and how is that benefiting you?
Helping streamline flow of communication both internal and externally.
Deskpro has made managing my work load so much easier.
What do you like best about the product?
It brings all the information together and allows you to manage tickets with ease.
What do you dislike about the product?
It can feel very cluttered with the amount of information on screen. It would be nice to have an option for a simple view
What problems is the product solving and how is that benefiting you?
Deskpro is managing our ticketing system makeing our lives easier. it is very customisable and is very scalable to our needs.
showing 21 - 30