Deskpro Private
DeskproReviews from AWS customer
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Design flaws, non customer centric and accessibility issues.
What do you like best about the product?
The UI/Dashboard function is good. It has a required info at first glance on a ticket/task.
What do you dislike about the product?
Android app is very poorly built. Design/Dev team is not customer centric. Issues:
1) After logged in, if 'Back button' is pressed, pop up appears "Exit Helpdesk. Are you sure you want to return to the Helpdesk URL form?" This is useless!!!
2) If said 'OK', it logs out the user. Why in year 2026, it should log out a user this way? Then asks for Org link to login. Extremely poor design!
3) Tap 'Back button again', and you are back to where you were (logged in) without putting any details at all!
4) Overall font/size is not user friendly and no option to adjust to the user demand!
5) It's difficult/almost impossible to track progression of a ticket and see who made what changes. Understandably this may be a config issue at individual organisation level. But coming from a previous provider, this is serious downgrade in functionality. To the length, it discourage to make any progress/amendments in a ticket.
1) After logged in, if 'Back button' is pressed, pop up appears "Exit Helpdesk. Are you sure you want to return to the Helpdesk URL form?" This is useless!!!
2) If said 'OK', it logs out the user. Why in year 2026, it should log out a user this way? Then asks for Org link to login. Extremely poor design!
3) Tap 'Back button again', and you are back to where you were (logged in) without putting any details at all!
4) Overall font/size is not user friendly and no option to adjust to the user demand!
5) It's difficult/almost impossible to track progression of a ticket and see who made what changes. Understandably this may be a config issue at individual organisation level. But coming from a previous provider, this is serious downgrade in functionality. To the length, it discourage to make any progress/amendments in a ticket.
What problems is the product solving and how is that benefiting you?
No comment
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.
Seamless Ticket Management, User-Friendly Experience
What do you like best about the product?
I really find Deskpro to be a much more seamless and user-friendly experience compared to the horrendous homemade SharePoint database we previously used. It offers some pretty useful features, and generally feels like well thought-out software that works reliably. I appreciate that if something goes wrong, you can just refresh the page and it remembers everything you typed, allowing you to continue without losing your progress.
What do you dislike about the product?
I don't like the way that you have to move your mouse over a phone number and wait for a little button to appear before you can copy it, which not only is a bit fiddly, but is also not obvious at all when you first use Deskpro.
What problems is the product solving and how is that benefiting you?
I use Deskpro to manage support tickets, providing a seamless, user-friendly experience. It solves the loss of typed information issue that plagued our old system, ensuring there's no need to retype. It's reliable even when refreshed, which used to be a big problem with our homemade SharePoint database.
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.
Streamlines Customer Service but Needs UI Improvements
What do you like best about the product?
I like the link/merge ticket feature on Deskpro. It is handy to have a reference number to search by, which helps me track emails efficiently. Linking tickets is convenient as it allows me to catch all emails coming into my inbox, linking and merging tickets to keep track and meet my service level agreements. The initial setup was simple with great support.
What do you dislike about the product?
I don't like the user interface for Deskpro compared to older versions and it can be slow, laggy and buggy at times.
What problems is the product solving and how is that benefiting you?
Deskpro solves the problem of multiple email inboxes by using a shared inbox for team coordination, making customer service more streamlined.
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.
Overall experience is very positive compared to other solutions
What do you like best about the product?
Ease of use. Maximising the data reports to improves our services
What do you dislike about the product?
Reporting tool isn’t obvious of how to use if you don’t have previous analytic skills. API documentation is limited
What problems is the product solving and how is that benefiting you?
Gathering service data and improving support team productivity
Simple and Efficient Email Management, but Forwarding Needs Improvement
What do you like best about the product?
Nice simple layout which makes it easier to manage tasks
What do you dislike about the product?
A simplier process for forwarding tickets/emails.
What problems is the product solving and how is that benefiting you?
much easier than outlook. Helps to manage.
Effortless Communication, but Filing Needs Improvement
What do you like best about the product?
Great user interface, very simple to use
What do you dislike about the product?
Needs better filing system, sometimes stars reset and this disrupts experience
What problems is the product solving and how is that benefiting you?
Streamlines managing customer communication, everything in one place, colleagues can see it too. creates transparency
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