Deskero

Deskero

Customizable help desk & ticketing system

4.6/5 (94 reviews)

Deskero Overview

Deskero is a help desk software and support ticket system that helps users manage multi-channel support queries, track performance and proactively engage customers on social networks. It is a simple yet powerful tool to make customer care easier and quicker, offering a wide range of advanced features than can be easily customized for unique workflows and business needs.

Deskero helps users manage multi-channel support, organizing queries coming from a variety of sources, including email, chat and social networks. A single functional platform will let users take care of all the queries, helping to save time. And it's not just about replying fast to questions, it's about proactively engaging people.

Ease of use and flexibility make Deskero a smart solution for companies in any industry, organizing workflows in a seamless way and letting operators concentrate on what really matters: making customers happy.

Pricing

Starting from
US$4,00/month
Pricing options
Free Trial
Free
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), English, French, German and 4 others, Italian, Portuguese, Russian, Spanish

Deskero Reviews

Overall rating
4.6/5
99% positive reviews
62
Excellent
31
Very good
1
Average
0
Poor
0
Terrible
Mark K.

Used for client support email ticketing help desk

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

We use Deskero daily for incoming emails to our support address which in turn is auto handed out to 3 support desk staff.

The system is quick and efficient.
We do not make use of the more advanced features as the functionality in the entry offer was pretty much what we were after.
We used to use our own OTRS system which was not bad but no where near as easy to use and did not look as good as Deskero does.

If you have a support desk and need the auto ticketing options on client queries then Deskero handles this perfectly well without any hassles.
Tracking a users ticket from beginning to end is easy and shows all responses and is very easy when it comes to allocating certain tickets to specific agents.

Pros

Very easy to use
Easy to setup, adding external mail account for incoming mails.
Simple efficient layout. This is important when your agents are staring at it all day.
Auto allocation of incoming queries is very good.
Pricing is great

Cons

None really, we are on the entry package with a few agents and it has been working well for the last few months.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Stephenie S.

Great App for the Price

Used Daily for Free Trial
Reviewed on 2019/07/18
Review Source: GetApp

We are still in the process of rolling this out company-wide, but the best thing about implementing a tracking system like this is having the ability to streamline, track, respond and organize all of the inbound requests from our employees. It also forces them to use the forms and provide the required information before sending a request and eliminates the back and forth that often occurs in trying to get everything we need to begin providing them with the support/requests they have.

Pros

I like a lot about this program, the ability to track tickets and respond from them as well as the ability to customize the portal. I've worked with several ticketing systems in the past and this app offers the same support to the people handling the tickets (agents) as any other ticketing system out there but for a fraction of the price (and far less backend coding!)

Cons

The software itself is very easy to use. The one challenge I have is not having a quick reference for FAQ or 1st line troubleshooting during installation. With that being said, I never had to wait more than an hour for someone to email me back. I know there is a lot more there that can make it more powerful but it's difficult to figure out what everything does without toggling between their webpage and your portal (vs. having the ability to hover over and see information or having a support portal embedded in the company portal for agents to use.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Patrick B.

At last, a product that understand the importance of multilanguage customer service

Used Daily for 1-5 months
Reviewed on 2019/02/20
Review Source: GetApp

Pros

As a Canadian, I have customers who speak English and French. It's important to be able to communicate properly. Even if you live in the United States, you should focus on helping and service your customers in their primary language. Most similar services will have the multi-language option in higher, more expensive price tiers.

- Very affordable first tier pricing
- Generous free tier
- Excellent multi-language features
- Fairly simple and robust Knowledge Base
- Lots of settings and options
- Excellent customer support from the developers and help staff
- Mobile App
- API

Deskero staff was helpful and understanding of our needs. They were also super quick at fixing a few odd french translation in their portal.

Cons

-Email integration is difficult if you don't have a dedicated address for incoming help requests from customers. Developers confirmed they are in the process of making this bit a little easier.

-Very limited text formatting options when creating Knowledge Base or News article. You could paste HTML code but otherwise, it's mostly bold, italic and underline.

-Branding and customizing options could be a little better with custom colours and not just a few pre-defined themes.

Overall: After trying and looking around for alternatives, we are currently happy to settle with Deskero as our Help desk and Knowledge Base service. Fair pricing, great options for the first pricing tier and excellent communication with the staff.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Anil J.

Virtual help desk to effectively address customer concerns.

Used Other for 2+ years
Reviewed on 2018/09/24
Review Source: GetApp

Pros

A great tool for effective customer management. It is very important for any business or brand to adequately interact with their customers and therefore be able to convey their idea. The right audience has to be targeted and then kept well informed about all the ongoings of the business. The application provides a well-formulated ticketing system so you can attract the right customers in a very efficient way. It provides chat and interactive facilities to engage with the customers. This can be very essential in building a customer relationship for the brand. A help center portal is made open for easy answers. It is very easily customizable and can be altered according to the leads in the workflow. A 14-day free trial is also available. The users can test the features of the software very effectively within this trial period.

Cons

There is actually nothing to list here as a con as I am happily using the app so far. It takes a little while to get used to this app though. The background themes are not so pleasant.

Rating breakdown

Ease of Use

Likelihood to recommend

7.0/10
Ray L.

Deskero allows you to measure I.T., so that you can manage it.

Used Daily for 6-12 months
Reviewed on 2017/07/20
Review Source: GetApp

Pros

Overall, I've had a great experience implementing Deskero as our help desk & I.T. project management solution. If you can't measure your I.T. requests/incidents, how can you manage them? Deskero allows you to measure, so that you can manage. I compared several solutions before trying Deskero, and for price vs features, I found Deskero to be our best fit. We have used it for months to manage daily I.T. tickets/incidents, and for requests/projects. We export the data and prepare analytics to identify areas within our infrastructure that could use improvement. During the setup process, I had several questions, and Nicolo was available to answer each question quickly & efficiently.

Cons

A few things weren't laid out in the portal the way I'd do them, the best way I could describe them is that they are a little quirky. However, Deskero support was there to answer my questions and resolve issues.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Deskero Pricing

Starting from
US$4,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features)
Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features)
Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)

Deskero Features

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

  • CRM Integration

Additional information for Deskero

Key features of Deskero

  • Additional custom portals
  • Advanced scenario execution
  • Apps (iPhone & Android & Windows Phone)
  • Email importing made simple
  • Exporting knowledge base to social networks
  • Feedback widget
  • Knowledge base
  • Live Chat (real-time)
  • Multi-channel: email, chat, Twitter, Facebook, web, SMS
  • One click reply
  • Open Rest API
  • Reply Macros
  • Reports & analytics
  • Service levels management
  • Simplified workflow
  • Social monitor
  • Ticket assignation rules
  • Top Clients management
  • Turn chat sessions into tickets
  • Twitter, Facebook & LinkedIn integration

Benefits

  • Provide multi-channel support working from a single platform

  • Interact with your social channels easily and quickly

  • Provide real-time support to customers with our Live-Chat

  • Gather feedback directly from your website with a widget

  • Customize the look and feel and branding of your help-desk

  • Adapt Deskero to your exact needs using custom fields

  • Deskero FAQs

    Below are some frequently asked questions for Deskero.

    Q. What type of pricing plans does Deskero offer?

    Deskero offers the following pricing plans:

    Starting from: US$4,00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features)
    Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features)
    Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)

    Q. What are the main features of Deskero?

    Deskero offers the following features:

    • Additional custom portals
    • Advanced scenario execution
    • Apps (iPhone & Android & Windows Phone)
    • Email importing made simple
    • Exporting knowledge base to social networks
    • Feedback widget
    • Knowledge base
    • Live Chat (real-time)
    • Multi-channel: email, chat, Twitter, Facebook, web, SMS
    • One click reply
    • Open Rest API
    • Reply Macros
    • Reports & analytics
    • Service levels management
    • Simplified workflow
    • Social monitor
    • Ticket assignation rules
    • Top Clients management
    • Turn chat sessions into tickets
    • Twitter, Facebook & LinkedIn integration

    Q. Who are the typical users of Deskero?

    Deskero has the following typical customers:

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

    Q. What languages does Deskero support?

    Deskero supports the following languages:

    Arabic, Chinese (Simplified), English, French, German, Italian, Portuguese, Russian, Spanish

    Q. What type of pricing plans does Deskero offer?

    Deskero has the following pricing plans:

    Free, Subscription

    Q. Does Deskero support mobile devices?

    Deskero supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Deskero integrate with?

    Deskero integrates with the following applications:

    Facebook, Gmail, Magento, Twitter, Wordpress, Zapier, Zendesk Sell

    Q. What level of support does Deskero offer?

    Deskero offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support