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Deskpro REVIEW

Help Desk Software

No user reviews
USER SATISFACTION 98%
OUR SCORE 7.3

What is Deskpro?

Deskpro is a multichannel, multilingual customer support and help desk platform that can fit to all business sizes and includes a host of tools that facilitates ticket management, customer self-help, customer feedback, and live chat among others. Deskpro also comes with other capabilities, specifically CRM, reporting, and collaboration.

Users have the option to purchase the cloud-based version of Deskpro or get the self-installed customer service software for the computers. Deskpro has proven to be a very useful and popular help desk management application and is used by thousands of top global companies including AT&T, HP, Valve, Fujitsu, and Xerox.

Overview of Deskpro Benefits

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.

Overview of Deskpro Features

  • Email to Ticket Conversion
  • Ticket Form Builder
  • Departments
  • Custom Fields
  • Agent Ticket Notes
  • Ticket Triggers
  • Ticket Escalations
  • Ticket Logs
  • Quick Search
  • Ticket Macros
  • Mass Actions
  • Drag and Drop Attachments
  • Ticket Tasks
  • Labels
  • Agent Teams
  • CC’ed Users
  • Ticket Merge
  • Ticket Flags
  • Quick Grouping
  • Ticket Filters
  • Table View / CSV Export
  • Customizable Views
  • Agent Email Reply
  • Text Snippets
  • Print & PDF
  • Agent Create Ticket
  • Google Apps Integration
  • Knowledgebase Categorisation
  • Comments
  • Pro Active Search
  • Revision History
  • Search Engine Optimization (SEO)
  • Content Validation
  • WYSIWYG Editor
  • Search
  • Glossary
  • News
  • Downloads
  • Draft Content
  • Related Content
  • Live Chat
  • Feedback
  • Branding
  • Reporting
  • Cloud or Self Host
  • Integrate and SS)
  • Teamwork
  • CRM
  • Multilingual
  • Support

What Problems Will Deskpro Solve?

Leveraging previous support experience to solve problems and create self-service content

Deskpro offers fast, full-text search of all helpdesk content (tickets, chat transcripts, user profiles etc.), enabling agents to find solutions rapidly. The process of creating knowledge base content is streamlined: a ticket can be converted into a pending knowledge base article with one click, and articles are created with an easy-to-use rich text editor.

Offering different support tiers

With the Deskpro usergroup system, customers can be granted access to different knowledge base content and support channels (e.g. live chat can be reserved for premium customers); different SLAs can be applied automatically for different customer types.

Supporting multiple users within an organization

Users can be grouped automatically into  organizations based on their email address domain. You can nominate organization managers who see all the tickets within their organization via the portal, giving them greater awareness of which issues have already been reported.

Deskpro Position In Our Categories

Position of Deskpro in our main categories:

100

Deskpro is one of the top 100 Help Desk Softwareproducts

100

Deskpro is one of the 100
Help Desk Software products


If you are interested in Deskpro it might also be sensible to analyze other subcategories of Best Help Desk Software gathered in our database of SaaS software reviews.Industry-Specific Help Desk Software, Service Desk Software

Enterprises have diverse needs and requirements and no software platform can be perfect in such a situation. It is useless to try to find an ideal off-the-shelf software system that meets all your business requirements. The smart thing to do would be to adapt the application for your unique requirements, staff member skill levels, finances, and other elements. For these reasons, do not rush and invest in well-publicized leading systems. Though these may be widely used, they may not be the best fit for your unique needs. Do your research, investigate each short-listed platform in detail, read a few Deskpro reviews, call the vendor for explanations, and finally settle for the app that provides what you require.

How Much Does Deskpro Cost?

Deskpro Pricing Plans:
Free trial
Deskpro in the Cloud
$30 per agent/month
Deskpro Download
$600 per year per 5 agents

Deskpro offers two pricing options for their customers:

Deskpro in the Cloud: $30 per agent per month

  • All features included
  • Automatic Updates
  • 30-second setup
  • No contracts and termination fees
  • Readily upgradeable to Deskpro On-Premise

Deskpro On-Premise: $1800 per year per 10 agents

  • Install and run Deskpro in your own infrastructure
  • Support included in price
  • Full, unencrypted source code (PHP)
  • Annual billing; lower software cost
  • One click (free) software upgrades
  • Can migrate to Deskpro Cloud
  • Add more agents without penalty
  • Run separate test installation
  • Run on an intranet
  • No reliance on 3rd party hosting
  • Full control over data

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Deskpro reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Deskpro. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

73

NEGATIVE SOCIAL MENTIONS

1

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are Deskpro pricing details?

Deskpro Pricing Plans:
Free trial
Deskpro in the Cloud
$30 per agent/month
Deskpro Download
$600 per year per 5 agents

Deskpro offers two pricing options for their customers:

Deskpro in the Cloud: $30 per agent per month

  • All features included
  • Automatic Updates
  • 30-second setup
  • No contracts and termination fees
  • Readily upgradeable to Deskpro On-Premise

Deskpro On-Premise: $1800 per year per 10 agents

  • Install and run Deskpro in your own infrastructure
  • Support included in price
  • Full, unencrypted source code (PHP)
  • Annual billing; lower software cost
  • One click (free) software upgrades
  • Can migrate to Deskpro Cloud
  • Add more agents without penalty
  • Run separate test installation
  • Run on an intranet
  • No reliance on 3rd party hosting
  • Full control over data

What integrations are available for Deskpro?

Deskpro supports integrations with the following business systems and applications:

  • JIRA
  • Highrise
  • Salesforce
  • Trello
  • HipChat
  • Magento
  • Microsoft Translator
  • Active Directory
  • LDAP
  • SAML
  • OneLogin
  • Okta
  • Google+
  • Facebook
  • Twitter
  • eZ Publish
  • Twilio
  • Clickatell
  • phpBB
  • Joomla
  • vBulletin
  • Xenforo
  • Full REST API and PHP SDK plus apps/widget framework for custom integrations.

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