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.

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.

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.