Deskpro

Deskpro

Customer service software you can depend on

4.6/5 (30 reviews)

Deskpro Overview

Deskpro is a multilingual help desk and customer service app for all business sizes and industries. The app offers a variety of features for ticket management, customer self-service, live chat and customer feedback. It also includes reporting, CRM and collaboration capabilities. Deskpro can be used to convert emails and webforms to tickets and organize these using custom fields, macros, labels, grouping and flags. The app can then be used to prioritize and manage these tickets through triggered actions, bulk actions, and quick replies. A searchable ticket log keeps track of all ticket activity and agents can leave notes and attachments on tickets.

Deskpro offers complete agent collaboration through an agent chat tool and the ability to assign and share tasks. Your helpdesk can be fully customized to suit your brand by adding your own headers, footers, color scheme and logo. Deskpro also acts as a CRM with user profile popup pages, interaction history, user groups and downloadable vCards. The app comes with out-of-the-box reports for understanding trends, customer satisfaction and agent performance. You can also build your own reports to match your KPIs.

Pricing

Starting from
US$15,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 20 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish

Deskpro Reviews

Overall rating
4.6/5
97% positive reviews
19
Excellent
10
Very good
1
Average
0
Poor
0
Terrible
Brian P.

Seriously The Best, and I Evaluated Just About all of Them!

Used Daily for 2+ years
Reviewed on 2018/11/16
Review Source: Capterra

Very Very Very Positive

Pros

Where to start... The Price is by FAR the best out there, by about half! We looked at all the major players in the industry and none of them could come close to DeskPro in price or in functionality or in customer service. The software itself, is leaps and bounds better from their automation aspects, to the simple to implement customizations (seriously we can now see a per person NPS score every time an agent opens a clients ticket, can you see why that is a bit of a game changer? Knowing overall if the client who submitted a ticket is an overall happy client or a sad client. It's a huge deal). The triggers make even the most complex workflows a breeze. We implemented Single Sign-On for our clients in less than 1 day, it was really so very simple. The system as a whole just offers so much from the Feedback system, which we use as our product Feature Requests Management system. This feature alone is worth it. No more do you have to store all your client feature requests alongside in the same view as your open trouble/bug tickets. Their fully integrated Knowledge Base system with Client Portal, AMAZINGly advanced filters with grouping. For instance from a single button/view you can see all tickets of a certain type (pretty standard stuff) but where DeskPro excels is that you can then further Order and Group that list by not only standard fields, but also all of your custom fields as well!. --> KEEP READING IN THE CONS AREA FOR THE REST OF MY PROs, I'M LIMITED TO 1500 CHARACTERS

Cons

Speaking of custom fields Deskpro Lets you mass update your custom fields. This is also just not available in any of the systems we demo'd. Their customer support is amazing. We are based out of the US and NEVER have any issues getting help from them or their team. The software is simple to setup, easy to manage, powerful and really really flexible! We used Zendesk, LiveHelpNow, TrackIT, FreshDesk, Happy Fox, Boss, Team Support, Desk.com, Cayzu, Jira, Samanage and seriously none of them were even close to what DeskPro has to offer and not to mention they all were just about double the price per agent! If you are even thinking about DeskPro; give it the 30-second trial signup. We have been with them Since December 2013.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Kimberly K.

Great Software, Helped to Streamline Our Support

Used Daily for 6-12 months
Reviewed on 2016/09/20
Review Source: Capterra

We have been using Deskpro for about 8 months now. We previously had one inbox for all of our support, and one inbox for all of our sales emails. With lots of team members working on it, there was a lot of "treading on toes." We tried a few different helpdesk softwares, but settled on Deskpro because of the sheer number of features (plus their customer service was really friendly and not pushy like the others). Although we don't use all the features the ones that we do use have really helped. The ticketing system has reduced our response time and also allowed each member of the team to know exactly what is going on with a customer rather than having to ask around before doing anything, reduced faff time, which is exactly what we wanted it for. All in all, great piece of software and really happy with the support.

Pros

The support from the team at Deskpro has been really good. Always kind and patient (unlike some other SaaS support). Nice that they have phone, email and live chat support, nothing beats being able to chat to someone over the phone. Also, good that they have both Android and iOS apps, as our team is on both, so it allows flexibility on the go.

Cons

There are so many features, which is a good thing, but we don't use them all. Feel like we could make more of the product, but happy with what we do use. Took a bit of time to learn the software, but after a few days, was up to speed and now is easy to use.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Mario Z.

Great CRM, clean support ticket system, knowledge-base and more

Used Daily for 2+ years
Reviewed on 2018/10/15
Review Source: Capterra

The software is great, we utilize a lot of its features (both basic ones like ticket, knowledgebase, feedback, chat and more advance ones like REST API, app, hook).

Their support is good, they have a nice response time in any technical question or issue that we had.

But I was very disappointed at some parts of their business model (the "hidden" costs). However, I will say that they take their customer complains rather seriously which is why we're with them even today.

Pros

I've used OnPremis and now Cloud version and both of them were very easy to set up.
The interface-s (both agent's and admin's) are quite intuitive, I didn't even know that there were manuals for them, I just started using them.

Cons

They have some "hidden" costs which were very unpleasant.
For example, the cost of removing their logo from your public support center pages, the cost of transferring from OnPremis to Cloud.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Anthony E.

Great product, enabling us to create a much more streamlined and efficient Ticket logging system

Used Daily for 1+ year
Reviewed on 2019/01/21
Review Source: Capterra

The software has enabled our Support team to work much more efficiently, and make use of the powerful report builder function. We can spend more time focusing on customer service, with DeskPro taking care of the admin / automated tasks.
We can now monitor customer satisfaction for the first time, using the feedback rating system when we close a Ticket.

Pros

The software is very intuitive and easy to get to grips with. The automated processes, such as ticket prioritisation and sending out custom email templates, has made us much more efficient on the Support desk.
The reports are extremely useful for collating KPI data and keeping track of the day to day tasks. The reports are configurable using the DPQL, providing a useful and powerful tool.

Cons

A previous update had disabled the ability to export reports, and the new report builder module had rendered some of the old reports un-usable when they were migrated to the new report builder. We had to manually re-create some of the reports.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Andrew I.

Great software for a great price

Used Daily for 1+ year
Reviewed on 2018/11/20
Review Source: Capterra

We had a need to offer differing helpdesk views for our different customers. DeskPro allowed for that variation and once we established the structure it has been pretty simple to use, from both a day-to-day point of view and an admin point of view. The user interface is simple to use and our agents and users appreciate the levels of uptime offered by DeskPro. The support is fantastic, personalised to us and responsive.

Pros

We really liked the ability to customise the way our customers interact with us. The tailoring of certain aspects of our DeskPro presense was infinitely more flexible than a lot of ticketing systems on the market that we tested. DeskPro has a real business to business focus.

Cons

The setup took a little longer than expected, however this turned into a pro long term as adding new customers is now straight forward thanks to the efforts in department structure up front.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Deskpro Pricing

Starting from
US$15,00/month
Pricing options
Free Trial
Subscription
Value for money

Deskpro On-Premise (self-hosted) from $1800 a year for 10 agents (equivalent to $15 per agent per month).

Deskpro Cloud $30 per agent per month.

Pricing costs all features, support, upgrades. There are no extra fees to pay.

Deskpro Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

  • Real Time Monitoring
  • Support Ticket Management

Additional information for Deskpro

Key features of Deskpro

  • 3rd party integrations
  • API
  • Advanced reporting
  • Agent Chat
  • Assign tasks
  • Cloud or self host
  • Custom branding
  • DeskPRO CRM
  • Feedback tool
  • Knowledgebase creation
  • Live chat
  • Multi lingual support options
  • Quick reponses and mass actions
  • Report builder
  • Ticket & email management
  • Ticket action triggers
  • Ticket custom fields, macros and labels
  • Ticket merge, flags and grouping
  • Ticket notes
  • Ticket prioritization

Benefits

  • Ticket & email management: Deskpro offers a complete set of ticket management features. These include: email to ticket conversion, custom fields, agent ticket notes, ticket action triggers, ticket escalations, ticket log and search, ticket macros and mass actions, drag-and-drop attachment, ticket tasks, labels, ticket filters, ticket merge, ticket flags, quick grouping, customizable and table views, and more.

  • Self-Service: Create a customer knowledgebase complete with categories, comments, search, revision history, search engine optimization, content validation, glossary, related content and more.

  • Feedback Tool: This offers your customers a platform to make suggestions, report bug issues, and rank their favorite features, products and services.

  • Integrations: Deskpro authenticates against LDAP / Active Directory, any mySQL database, any msSQL database and a range of 3rd party apps.

  • Advanced Reporting: Deskpro generates reports on your business performance overview, trends, agent activity, agent hours, customer feedback. You can also create your own reports

  • Collaboration: Agents can work together using chat, ticket notes, by assigning tasks and shared triggers, quick responses and macros.

  • Deskpro FAQs

    Below are some frequently asked questions for Deskpro.

    Q. What type of pricing plans does Deskpro offer?

    Deskpro offers the following pricing plans:

    Starting from: US$15,00/month

    Pricing model: Subscription

    Free Trial: Available

    Deskpro On-Premise (self-hosted) from $1800 a year for 10 agents (equivalent to $15 per agent per month).

    Deskpro Cloud $30 per agent per month.

    Pricing costs all features, support, upgrades. There are no extra fees to pay.

    Q. What are the main features of Deskpro?

    Deskpro offers the following features:

    • 3rd party integrations
    • API
    • Advanced reporting
    • Agent Chat
    • Assign tasks
    • Cloud or self host
    • Custom branding
    • DeskPRO CRM
    • Feedback tool
    • Knowledgebase creation
    • Live chat
    • Multi lingual support options
    • Quick reponses and mass actions
    • Report builder
    • Ticket & email management
    • Ticket action triggers
    • Ticket custom fields, macros and labels
    • Ticket merge, flags and grouping
    • Ticket notes
    • Ticket prioritization

    Q. Who are the typical users of Deskpro?

    Deskpro has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Deskpro support?

    Deskpro supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish

    Q. What type of pricing plans does Deskpro offer?

    Deskpro has the following pricing plans:

    Subscription

    Q. Does Deskpro support mobile devices?

    Deskpro supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Deskpro integrate with?

    Deskpro integrates with the following applications:

    Google Analytics, Highrise CRM, HipChat, JIRA Software, Nicereply, Okta, OneLogin, Trello, Twilio Communications Cloud, Xero

    Q. What level of support does Deskpro offer?

    Deskpro offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support