Deskpro Review

Deskpro comes with a multitude of benefits for businesses that are in indeed of a powerful, dynamic, and viable help desk management system.

It provides a complete list of ticket management tools such as email to ticket conversion, ticket action triggers, escalations, ticket log and search, quick grouping, ticket macros and mass actions, labels, ticket merge, and many more.

You can easily build customer knowledgebases equipped with the right functionalities such as search, categories, related content, validation, and search engine optimization among others.

Deskpro lets you know what your customers think, get their suggestions, determine bugs and other issues via the Feedback Tool.

You can determine your business’ performance, monitor your teams’ productivity and time and get to know the trends and shifts in the market with Deskpro’s advanced reporting function.

You can count on improved productivity and communication between agents, thanks to Deskpro’s built-in collaboration tools.

Deskpro is an ideal helpdesk platform for a range of businesses from SMEs to major enterprises.

Deployment options:

• Unlike most helpdesks, Deskpro is available as both a managed SaaS service (Deskpro Cloud) and a self-hosted product to run on the customer’s own server infrastructure (Deskpro Download).
• Cloud minimizes IT staff time spent on managing the helpdesk.
• Download is preferred by organizations which need complete control of helpdesk data for compliance reasons.
• Customers can switch between Cloud and Download as their needs and resources change.

Usability:

Real-time view: The agent interface is web-based, but with the responsiveness of desktop software. Changes to ticket state are shown instantly. As an agent, you can see when another agent is drafting a reply, avoiding “agent clash” and see what a user is typing in a chat session before they press send, improving response time.

Productivity-focused 3-pane interface: Browser style tabs for quick switching between different items of helpdesk content. Snippets to quickly insert pre-written text, macros to automate multi-stage tasks, mass actions to affect multiple tickets. With Deskpro, agents can accomplish routine tasks quickly.

Flexible configuration:

• Different custom forms for different tickets in different departments, with different layouts for users/agents or at different stages of the ticket life-cycle
• Fine-grained permission system enables admins to control exactly what different agents and users can see and do
• Advanced custom field types such as per-user and per-organization multiple choice fields, with different values for each user or organization

Advanced automation systems:

• Deskpro offers powerful, easy-to-use triggers, escalations, and SLAs to enforce business rules and automate routine tasks.
• Almost all automatic functions are exposed as triggers, which you can edit to customize how the helpdesk operates.
• Full API for advanced automation and integration.