Deskpro Private
DeskproReviews from AWS customer
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Great Helpdesk system
What do you like best about the product?
We started using Deskpro instead of a internal helpdesk, this has completely changed the way the company works.
We now all work a lot more efficiently and can prioritise tasks easily.
We now all work a lot more efficiently and can prioritise tasks easily.
What do you dislike about the product?
30 members of staff now within the company and agreed that having a little number of how many tasks you have assigned to you, or having a little number about how many tickets are assigned to you on the left hand panel would be helpful.
Or to have a dashboard you could choose and customise to see all of this data easily on a Homepage
Lastly to be able to have notifications
Of ticket updates come into Teams.
Or to have a dashboard you could choose and customise to see all of this data easily on a Homepage
Lastly to be able to have notifications
Of ticket updates come into Teams.
What problems is the product solving and how is that benefiting you?
Allow users to prioritise.
Tickets can be logged easily and love the custom fields you can add.
Can actively see when staff are logging into the system.
Love the stats side of the product also.
Tickets can be logged easily and love the custom fields you can add.
Can actively see when staff are logging into the system.
Love the stats side of the product also.
Easy to use, I have it on my laptop and phone for work. Very efficient
What do you like best about the product?
User Friendly, great for keeping notes, and working with collegues on ticktes
What do you dislike about the product?
Filters are hard to manage, phone app is difficult to get around in
What problems is the product solving and how is that benefiting you?
Keeping track of notes and word done
Accessible, feature-rich, and user-friendly
What do you like best about the product?
The accessible design, range of ticket features -- a combination of a chat and messaging system, built in CHAT for customers, agent-to-agent messaging, KANBAN boards.
The range of features in DeskPro is broad for a small to medium sized business. Staff can learn to use DeskPro in short amount of time and the UI is visually supportive of workflows/processes that accomodate staff needs.
Customer support has always been responsive, and is open to feedback as well. The company has a knowledgeable team of experts who can support you along the way -- from implementation to ongoing maintenance and services.
There are a wide range of integration options that can further your support services neatly into commonly used B2B applications.
Knowledge management through guide, knowledgebase, commuity forum, and file sharing are helpful. These areas have varying degrees of complexity and may take a more experienced staff to build and manage initially. The benefit in building all these out is that they can be (near) seamlessly integrated into chat, tickets, searches etc as self-help tools for customers/clients/users.
The range of features in DeskPro is broad for a small to medium sized business. Staff can learn to use DeskPro in short amount of time and the UI is visually supportive of workflows/processes that accomodate staff needs.
Customer support has always been responsive, and is open to feedback as well. The company has a knowledgeable team of experts who can support you along the way -- from implementation to ongoing maintenance and services.
There are a wide range of integration options that can further your support services neatly into commonly used B2B applications.
Knowledge management through guide, knowledgebase, commuity forum, and file sharing are helpful. These areas have varying degrees of complexity and may take a more experienced staff to build and manage initially. The benefit in building all these out is that they can be (near) seamlessly integrated into chat, tickets, searches etc as self-help tools for customers/clients/users.
What do you dislike about the product?
Some features are not working after the Horizon update, such as the mass replies. There are also some issues where functionality does not respond to what the UI lets you believe. And example is a ticket preview, which will give you the option to copy a ticket id/ticket permalink, but then nothing is copied or confirmed for copying.
Some of the options in DeskPro around knowledge management, Guides, and file management is confusing to new and intermediate staff and requires quite a bit of training and ongoing education to work well.
Some of the options in DeskPro around knowledge management, Guides, and file management is confusing to new and intermediate staff and requires quite a bit of training and ongoing education to work well.
What problems is the product solving and how is that benefiting you?
There are multiple things we address. Sharing tickets, information, and tracking issues/problems in systems.
DeskPro review
What do you like best about the product?
Customizable.
The support.
The HelpCentre is Easy to det up
The support.
The HelpCentre is Easy to det up
What do you dislike about the product?
Feels a bit slow in development, for exempel no AI yet.
What problems is the product solving and how is that benefiting you?
Helt Centre solves self service for hustomters.
Affordable, Configurable Help Desk
What do you like best about the product?
It's very customizable and relatively easy to use.
What do you dislike about the product?
The reporting is difficult to customize to the same extent as the tickets and data input.
What problems is the product solving and how is that benefiting you?
Staff submit their requests for support and DeskPro facilitates that intake and communication about each request
Excellent experience from start to finish
What do you like best about the product?
DeskPro has transformed how we work on a daily basis, we had previously been using a custom built Helpdesk system and their support was awful, since moving to DeskPro the support has been fantastic and all our requests have been accommodated.
We're very happy with our move to DeskPro!
We're very happy with our move to DeskPro!
What do you dislike about the product?
We haven't found anything yet, every thing is working as expected!
What problems is the product solving and how is that benefiting you?
DeskPro helps us to solve a huge problem we had checking 1000 mailboxes manually each day.
Collaboration system that allows to improve the work in the company !!
What do you like best about the product?
Since we implemented this platform in our business system we can effectively provide excellent customer service and have a powerful and flexible very professional technical assistance software, which supports the entire team and arms and trains them with the tools that They need to solve any problem together, we can also provide better support using intelligent automation tools for the technical assistance service, thus eliminating repetitive tasks, saving time and reducing costs. It's a powerful multi-channel interface with which nothing slips through the cracks, making it easy to capture every interaction in the same place, no matter where it occurs.
What do you dislike about the product?
It is a powerful tool that can be largely adapted to the business flow, but its CRM module is limited since there are no triggers available to maintain greater control of records and this can cause a problem in terms of time records that do not merge, in this way we can handle external plugins and sustain this void, so for us it is not a very serious problem and therefore we have benefited the most from this platform.
What problems is the product solving and how is that benefiting you?
We have a shared inbox that provides the entire team with the collaboration necessary for any process that is executed, in turn, information from potential clients can be obtained quickly with the agent's instant messaging and internal notes, this information it is extremely valuable especially the one that concerns the performance of the technical assistance service which can be analyzed and evaluated with detailed reports. Likewise, we can make decisions based on critical and relevant data that are an important contribution to the support team.
Recommendations to others considering the product:
It is extremely influential for an advance in scale of any organization that needs to provide excellent service to customers, it is optimal to implement from SMEs to large companies. For its part, it is also Ideal apart from customer service, for product assistance and IT call center. Deskpro is a platform that offers a modern, real-time web interface, highly flexible configuration and easy and powerful automation. It includes a user portal with a professional knowledge base, as well as a powerful news publication that keeps all staff up to date, a powerful file hosting and live chat that can be added to the website with ease.
a bit tricky
What do you like best about the product?
It was great that the history of a conversation with clients would remain even after the owner of the project was not there anymore and it made things transparent and problems easier to investigate.
What do you dislike about the product?
it was extremely hard to work with. getting reports for instance needs a bit of a deskpro type coding! You need to make sure someone invests enough time to learn the product and what can be done with it.
What problems is the product solving and how is that benefiting you?
It is great that every conversation is there, no email is missed as there is a time limit for responding to emails.
Recommendations to others considering the product:
For big teams and organizations it will be a good investment.
Good No-Frills Helpdesk Software
What do you like best about the product?
We trialed a number of helpdesk solutions before selecting deskpro. Desktop shows a good deal of information on a single screen and is highly customizable.
DeskPro support was readily available when we were setting up the software which was nice. When we needed to speak to a person, we had no trouble getting a hold of them.
The knowledge base functionality is nice and knowledge base articles are edited from the same agent interface.
The customer front end for Deskpro is user friendly.
DeskPro support was readily available when we were setting up the software which was nice. When we needed to speak to a person, we had no trouble getting a hold of them.
The knowledge base functionality is nice and knowledge base articles are edited from the same agent interface.
The customer front end for Deskpro is user friendly.
What do you dislike about the product?
The interface is a starting to look a little dated (As of September 2019). Customer support tells me a new interface is coming soon. The mobile app notifications seem to be hit or miss sometimes, but we have overcome this sms notifications which work better for us. I did bring this up to DeskPro support and they said they are working on this issue.
I wish DeskPro had deeper integration into remote control software. It would be nice to link directly to ConnectWise Control based on asset number.
It doesn't really have project tracking, but it can be worked in such a way that projects are tracked as tickets.
I wish DeskPro had deeper integration into remote control software. It would be nice to link directly to ConnectWise Control based on asset number.
It doesn't really have project tracking, but it can be worked in such a way that projects are tracked as tickets.
What problems is the product solving and how is that benefiting you?
Deskpro has brought organization and unification to our small IT team. We used to handle service requests through email. Now all issues are tracked through DeskPro. We use time tracking and internal notes extensively.. We have also implemented text message notifications through an SMS gateway when new issues are submitted.
Recommendations to others considering the product:
DeskPro is an easy company to work with and the software is highly customizable.
The best quality and price software you can find for your company.
What do you like best about the product?
I like the software tool Deskpro Messenger allows me to provide excellent support to my website visitors anywhere, I can access the essential functions of the support service from a unique and intuitive interface, which I can incorporate where I need it most.
What do you dislike about the product?
The software has many functions, it is very good, currently we have not been able to use all those functions offered by the software, very satisfied with those we have been able to use.
What problems is the product solving and how is that benefiting you?
I use Deskpro software to provide excellent support every day. I take advantage every day of the powerful functions of the helpdesk to foster better and more meaningful relationships. The environment is perfect because I guarantee my customers satisfaction, all at a fantastic price.
Recommendations to others considering the product:
The software is excellent, offers features such as ticket, knowledge base, comments, chat among others. Your support is good, they have a good response time in any technical question or problem that arises in your application.
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