Deskpro Private
DeskproReviews from AWS customer
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Great help desk solution
What do you like best about the product?
It's easy to use, easy to implement, user friendly for both agents and customers, and powerful enough to support and streamline everyday processes. It has a good range of features and Deskpro's support team is also knowledgeable and helpful.
What do you dislike about the product?
It's very user friendly, but some backend settings aren't well defined, so sometimes you have to figure them out using trial and error.
What problems is the product solving and how is that benefiting you?
It allows us to support both internal and external customer support issues and allows us to , empowering us to track and streamline our processes.
Helpdesk with many features
What do you like best about the product?
UK based servers. feature rich and fairly easy to integrate. Very good and quick customer support
What do you dislike about the product?
significant learning curve compared to other helpdesks, mainly due to the features and report dashboard
What problems is the product solving and how is that benefiting you?
A central location for all customer support tickets across the business on UK hosted servers. lets us report on SLAs and helps us meet them before they fail.
Deskpro review
What do you like best about the product?
The flexibility to direct and create tickets behind the scenes. Custom reports are also a big plus.
What do you dislike about the product?
The search features need work it does not seem to perform a full text search. When creating tickets and trying to assign to users sometimes it won't show the user even if you type the name exactly the same.
What problems is the product solving and how is that benefiting you?
Tracking incoming issues from clients, assigning them to techs. Tracking billings and resolutions. We also use the KB to document issues and resolutions.
Deskpro does everything a ticket system needs to do, but not much more than that.
What do you like best about the product?
Tickets are easy to manage, and visibility of what other agents are doing is great.
What do you dislike about the product?
The 'horizon' update was heavily focused on visual updates and hindered a lot of functionailty Deskpro previously had.
What problems is the product solving and how is that benefiting you?
Organisation of tickets really helps productivity of the team.
DeskPro Support Software
What do you like best about the product?
There are many upsides to using DeskPro. Emails alert you when you recieve ticket assignments. It's easy to use. There are many customizable options. I use it everyday. It is intergrated with our work platform and makes helping staff easier.
What do you dislike about the product?
I haven't found a downside yet. If support is needed, they always do a great job helping to find a solution.
What problems is the product solving and how is that benefiting you?
DeskPro helps to organize our ticketing system for our Help Desk.
glitchy
What do you like best about the product?
Organization of our tickets in one convenient place.
What do you dislike about the product?
Deskpro tends to be glitchy and prevents us from using it successfully on a fequent basis.
What problems is the product solving and how is that benefiting you?
Maintaining customer profiles.
Does a bit more than you would expect
What do you like best about the product?
Browser notifications, customisability, collaboration with fellow agents.
What do you dislike about the product?
The new GUI upgrade has some upsides but some downsides as well. Feedback implementation is rather slow.
For example, despite submitting feedback for providing a toggle to turn on/off the tickets preview on mouse hover - that hasn't been implemented yet.
Previously we used to have a checkbox for "Sending email" when replying to a ticket but that's gone now, that was very useful.
For example, despite submitting feedback for providing a toggle to turn on/off the tickets preview on mouse hover - that hasn't been implemented yet.
Previously we used to have a checkbox for "Sending email" when replying to a ticket but that's gone now, that was very useful.
What problems is the product solving and how is that benefiting you?
Identifying all the different organisations the helpdesk is dealing with which is really helpful. Having DPQL allows you to customise your reports to your needs - which is helpful when providing with monthly/yearly reports to the management.
Frequent UI updates and implementing new ideas are a great look and highly appreciated.
Frequent UI updates and implementing new ideas are a great look and highly appreciated.
Great helpdesk solution!
What do you like best about the product?
* Deskpro is an incredibly customizable helpdesk solution which is something we appreciated alot. While the implementation phase was rather long, at the end of the day we got exactly what we needed at a fair price.
* As the person implementing the solution in our businesss, I was already very familiar with the user interface when we went live, but I'm very almost surprised how quickly our other agents caught on.
* Deskpro's support team was and still is A-tier, quick to help with customization questions, squash bugs, and follow up when needed!
* For us, the Teamviewer integration has been a huge help for us to help our customers faster. Machine translation has also been a huge help when communicating with customers globally.
* Our customers and end users have been impressed with the new look and feel, as well as the Help Center.
* 17 agents, handling 60-100 tickets per day.
* As the person implementing the solution in our businesss, I was already very familiar with the user interface when we went live, but I'm very almost surprised how quickly our other agents caught on.
* Deskpro's support team was and still is A-tier, quick to help with customization questions, squash bugs, and follow up when needed!
* For us, the Teamviewer integration has been a huge help for us to help our customers faster. Machine translation has also been a huge help when communicating with customers globally.
* Our customers and end users have been impressed with the new look and feel, as well as the Help Center.
* 17 agents, handling 60-100 tickets per day.
What do you dislike about the product?
* Rather large jump in price to upgrade to Professionel version.
* Some submitted bug reports still hasn't been solved, and has no estimated resolution time - even after months.
* Some submitted bug reports still hasn't been solved, and has no estimated resolution time - even after months.
What problems is the product solving and how is that benefiting you?
The helpdesk system we came from was almost 15 years old and was no longer receiving updates.
The modern facelift of Deskpro has made it so much easier for me and my colleages to help our customers, and we no longer hate using a helpdesk!
The automation has helped us prioritize issues and resolve the most important stuff first.
With proper SLA integration and automatic satisfaction requests we're not only able to keep track of the promises we make to our customers, we're also able to gauge customer happiness and reassess when a ticket was less than satisfactory.
The modern facelift of Deskpro has made it so much easier for me and my colleages to help our customers, and we no longer hate using a helpdesk!
The automation has helped us prioritize issues and resolve the most important stuff first.
With proper SLA integration and automatic satisfaction requests we're not only able to keep track of the promises we make to our customers, we're also able to gauge customer happiness and reassess when a ticket was less than satisfactory.
Helpful, responsive and easy to do business with.
What do you like best about the product?
Its simplicity to use for the agents, and its flexibility for admin. Info is clear an on hand.
What do you dislike about the product?
Some of the reports that you might want are difficult to build in the first instance, but the Deskpro support team are happy to help when required.
What problems is the product solving and how is that benefiting you?
Its made dealing with customers very simple and sharing notes, emails and other comms with other internal departmetns has been really helpful. But the most significant benefit is the automation and snippets. We have reduced our responce times significantly and improved our customer service levels.
Medium Business - Great Results
What do you like best about the product?
Deskpro has helped me and my team to keep track of all of the requests that came in. The reporting tools are great too, as it helps us to track different stats.
What do you dislike about the product?
It can be hard to see which ticket that you have selected, if you have multiple tickets open at the same time. There is no difference in color between an opened ticket and the currently selected ticket.
What problems is the product solving and how is that benefiting you?
Deskpro keeps our users requests in a neet and orderly system that allows us to provide excellent customer service to our team.
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