Deskpro Self-Hosted
DeskproReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
71 reviews
from
External reviews are not included in the AWS star rating for the product.
Great web-app experience but mobile app needs work
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.
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.
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.
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.
Overall a solid website.
What do you like best about the product?
It's easy to see comments being typed in real time by coworkers on tickets. We use it everyday and it's very simple for the customers to use as well.
What do you dislike about the product?
There are quite a few tabs on the side that were a bit tricky to navigate but it is easy to get the hang of it.
What problems is the product solving and how is that benefiting you?
We are able to receive requests for help from individuals and are now able to sort and respond to these tickets accordingly.
Deskpro is a helpful and versatile helpdesk with great customizability and excellent support.
What do you like best about the product?
We use Deskpro in a private university with 4 different departments as a communication channel for staff, students, and applicants. The administration in the initial setup is time-consuming, but it is excellently supported by the support team, and for the request handlers, the system is both pleasantly simple to understand and customizable when the handlers delve deeper into Deskpro. We receive at least 50 requests per day, and the rate of "overlooked" problems or requests has significantly decreased. Particularly helpful is the traceability and the integration of help articles that are available to users for self-help. The login via Microsoft's SSO was complex, but now that it is running, it makes the system very pleasant for all involved to use.
What do you dislike about the product?
In detail, the administration needs improvement. For example, the triggers used for the system's behavior are not sortable, only filterable. We use the system in four different departments, sometimes with different triggers. Finding one's way around and implementing changes is unnecessarily complicated and prone to errors. Especially when someone new has to familiarize themselves with the system.
What problems is the product solving and how is that benefiting you?
Working through inquiries systematically is easy with Deskpro.
Powerful help desk solution with minor some quirks
What do you like best about the product?
Deskpro is a highly customizable help desk software that should suit just about any need. Its built-in integrations and relatively straightforward REST API make it a developer-friendly platform that allows for tying it in to the rest of your tech stack.
What do you dislike about the product?
The UI is a bit difficult to parse and slow at times.
What problems is the product solving and how is that benefiting you?
Deskpro is our central hub for tracking all internal IT issues and changes. We use it for everything from a user needing computer assistance to tracking large-scale projects with time-keeping and billing.
Great Helpdesk System
What do you like best about the product?
One of my favourite features is simply that I can group tickets by organisation I have multiple schools that I support on a weekly schedule, I love that I can quickly and easily highlight the tickets for that school when I am on site. This really helps to focus my work, so that I can efficiently work through tickets which in turn helps me to provide great customer support.
What do you dislike about the product?
When creating a ticket or adding a comment to a ticket, the default is to email the user. I don't like this feature. In my line of work, the most common thing for me to add to a ticket is a note. I have in the past accidently sent a note as an email - thankfully the note was appropriate to send . However this may not always be the case. I would prefer if either as an individual user can I change the default, or the company administrator could do it for all of field engineers.
What problems is the product solving and how is that benefiting you?
To efficiently manage incoming tickets. this allows for quicker and more thorough support
Versatile Software for making Task/IT support
What do you like best about the product?
Customizable Interface – The UI is intuitive and can be tailored to fit your workflow and branding.
What do you dislike about the product?
Feature Overload – If you’re looking for a simple helpdesk tool, Deskpro might have more features than you actually need.
What problems is the product solving and how is that benefiting you?
Task Management/Project Management
Versatile Service Desk for your day-to-day needs
What do you like best about the product?
Deskpro excels in ticket handling with its sophisticated automation capabilities. We like the product because it offers advanced ticket routing, custom workflows, and SLA management that meets our client requirements. The ability to create automation rules helps our team to handle requests efficiently while maintaining consistency in service delivery.
One of Deskpro's standout features is its omnichannel capability. The product seamlessly integrates email, live chat, voice calls, social media messaging and self-service knowledge base. This unified approach ensures customers can reach support through their preferred channel while agents manage all communications from a single interface.
Last but not least, Deskpro also supports on-prem deployment, which is a must in air-gap environments. The containerized deployment is just a breeze.
One of Deskpro's standout features is its omnichannel capability. The product seamlessly integrates email, live chat, voice calls, social media messaging and self-service knowledge base. This unified approach ensures customers can reach support through their preferred channel while agents manage all communications from a single interface.
Last but not least, Deskpro also supports on-prem deployment, which is a must in air-gap environments. The containerized deployment is just a breeze.
What do you dislike about the product?
Sometimes the plugin documentation is not explaining all the use cases or implications of various configuration options.
What problems is the product solving and how is that benefiting you?
Ticketing system, live chat, SLA management, customer knowledge base, on-prem deployment. All these are requirements from the client on an ITSM product in an air-gap environment.
One-stop, purpose-built, helpdesk software
What do you like best about the product?
Deskpro lets us handle support needs across different software platforms seamlessly for our global customers. One of the best things we've noticed is the automation of our ticketing processes, response workflows, and communications. This has not only made our processes smoother but also improved our response times and the quality of our support interactions.
Deskpro also has essential features like 'Service Level Agreement' tracking, Customer Satisfaction feedback, and robust Reporting. These tools are great for understanding our business performance and making data-driven decisions to improve our support services.
Plus, Deskpro integrates really well with our other internal systems, making cross-team collaboration super easy. The connection to Salesforce allows us to smoothly transition from Deskpro to Salesforce whenever we need information stored there. Similarly, the Jira integration helps us stay updated on issues escalated to our Development team.
The powerful reporting capabilities of Deskpro let us analyze our ticket data in various ways, catering to different stakeholder teams. Whether it's support tickets we need to train our team on or tickets requiring escalation involvement, the reporting not only provides insights into time and effort spent but also highlights areas where we can improve.
Deskpro's user portal and knowledgebase is its user-friendliness. Our customers can effortlessly navigate and find the information they need, which significantly enhances their overall experience. Furthermore, customizing the knowledgebase to align with our company's look and feel has been a breeze. This customization ensures that the knowledgebase integrates seamlessly with our platforms, providing a consistent and professional experience for our users.
Deskpro also has essential features like 'Service Level Agreement' tracking, Customer Satisfaction feedback, and robust Reporting. These tools are great for understanding our business performance and making data-driven decisions to improve our support services.
Plus, Deskpro integrates really well with our other internal systems, making cross-team collaboration super easy. The connection to Salesforce allows us to smoothly transition from Deskpro to Salesforce whenever we need information stored there. Similarly, the Jira integration helps us stay updated on issues escalated to our Development team.
The powerful reporting capabilities of Deskpro let us analyze our ticket data in various ways, catering to different stakeholder teams. Whether it's support tickets we need to train our team on or tickets requiring escalation involvement, the reporting not only provides insights into time and effort spent but also highlights areas where we can improve.
Deskpro's user portal and knowledgebase is its user-friendliness. Our customers can effortlessly navigate and find the information they need, which significantly enhances their overall experience. Furthermore, customizing the knowledgebase to align with our company's look and feel has been a breeze. This customization ensures that the knowledgebase integrates seamlessly with our platforms, providing a consistent and professional experience for our users.
What do you dislike about the product?
Some times the agent user interface can seem busy, but there is nothing I would ask to have taken away.
What problems is the product solving and how is that benefiting you?
- Communications captured in one place for customers and our support agents
- Built-in ticketing workflows
- Worklfow automation
- Customer access controls to the right content
- Visability to internal stakeholders
- SLA tracking
- CSAT tracking
- Product problem tracking
- Escalation tracking
- Reporting of support effort
- Providing a rich customer facing knowledgebase
- Providing a community for capturing feature requests
- Providing customer access to the latest software downloads
- Administration of the platform is straight-forward
- Deskpro have great support and solve our issues in a timely fashion
- Built-in ticketing workflows
- Worklfow automation
- Customer access controls to the right content
- Visability to internal stakeholders
- SLA tracking
- CSAT tracking
- Product problem tracking
- Escalation tracking
- Reporting of support effort
- Providing a rich customer facing knowledgebase
- Providing a community for capturing feature requests
- Providing customer access to the latest software downloads
- Administration of the platform is straight-forward
- Deskpro have great support and solve our issues in a timely fashion
Outstanding customer experience
What do you like best about the product?
Flexibility to adapt and user-friendly to everyone.
What do you dislike about the product?
Nothing at this time but will keep you updated if anything changes
What problems is the product solving and how is that benefiting you?
Efficiently managing customer inquiries across various channels, resolving issues quickly and effectively.
Using Deskpro as a Brand & Marketing Manager for setting up and filtering Marketing enquiries.
What do you like best about the product?
Ease of implementation to an external site, and the customer support in assisting the most optimal implementation to said site. Customisability of the form is also excellent, allowing it to match with brand colours and be tailored to the exact enquiries we expect to recieve.
What do you dislike about the product?
Despite the excellent customisability, the creation of the departments and their corresponding flows in forms can be a little clunky to set up, however the functionality being there in the first place is the most valuable aspect.
What problems is the product solving and how is that benefiting you?
As a Brand & Marketing Manager, I often receive emails from consultancies, agencies, influencers, photographers, and more. Deskpro allows me to filter these which keeps my personal inbox clear, so I can monitor and review relevance and importance prior to picking up the enquiry via my personal email.
showing 1 - 10