MENU
GET LISTED
GET LISTED
SHOW ALLPOPULAR CATEGORIES

Deskpro Review

Deskpro
Our score: 7.3 User satisfaction: N/A%

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

Knowing that businesses have their own business-related needs, it is wise that they avoid settling on a one-size-fits-all, ”best” business application. Nevertheless, it is almost impossible to stumble on such an app even among well-known software solutions.
The correct step to undertake would be to set down the different critical functions which entail analysis including key features, costing, technical skill competence of staff, company size, etc. The second step is, you should do the research exhaustively. Browse through some of these Deskpro reviews and look over each of the software options in your shortlist more closely. Such comprehensive research guarantee you take out unfit applications and choose the one which has all the features your company requires.

Position of Deskpro in our main categories:

TOP 100

Deskpro is one of the top 100 Help Desk Software products

If you are considering Deskpro it may also be sensible to analyze other subcategories of Help Desk Software listed in our base of B2B software reviews.

Every organization has different needs and requires a software that can be customized for their size, type of workers and clients, and the specific industry they are in. For these reasons, no software can offer perfect functionality out-of-the-box. When you search a software product, first be sure what you want it for. Read some Deskpro Help Desk Software reviews and ask yourself do you want basic tools or do you need advanced tools? Are there any industry-specific tools that you are searching for? Obtain the answers to these queries to aid your search. There are lots of aspects that you need to mull over and these include your finances, specific business wants, your organization size, integration requirements etc. Take your time, try out a few free trials, and finally zero in on the system that offers all that you need to improve your firm competence and productivity.

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

Positive Social Media Mentions 0
Negative Social Media Mentions 0

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.

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

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

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

Popular Deskpro Alternatives

Top Competitors To Deskpro By Price

Trending Help Desk Software Reviews

Product name:
Score:
Satisfaction:
9.4
91%

Deskpro Comparisons

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.
Note

Deskpro
is waiting for
your first review.

Arrow

Write your own review of this product

ADD A REVIEW
Reviewed By Louie Andre
Page last modified
Did you find this review useful?
Yes No

Thank you for your feedback

How can we make this page better?

Unsure about this software?
FIND ALTERNATIVES
TOP
women man women man man women

Join a community of 7,369 SaaS experts

Thank you for the time you take to leave a quick review of this software. Our community and review base is constantly developing because of experts like you, who are willing to share their experience and knowledge with others to help them make more informed buying decisions.

Sign in with LinkedIn Why we require LinkedIn?
  • Show the community that you're an actual user.
  • We will only show your name and profile image in your review.
  • You can still post your review anonymously.

OR

Sign in with company email

Sign in with company email

Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.