Deskpro

4.6 (37)
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Customer service software you can depend on

About Deskpro

Deskpro is a multilingual help desk and customer service app for all business sizes and industries. The app offers a variety of features for ticket management, customer self-service, live chat and customer feedback. It also includes reporting, CRM and collaboration capabilities. Deskpro can be used to convert emails and webforms to tickets and organize these using custom fields, macros, labels, grouping and flags. The app can then be used to prioritize and manage these tickets through triggered actions, bulk actions, and quick replies. A searchable ticket log keeps track of all ticket activity and agents can leave notes and attachments on tickets.

Deskpro offers complete agent collaboration through an agent chat tool and the ability to assign and share tasks. Your helpdesk can be fully customized to suit your brand by adding your own headers, footers, color scheme and logo. Deskpro also acts as a CRM with user profile popup pages, interaction history, user groups and downloadable vCards. The app comes with out-of-the-box reports for understanding trends, customer satisfaction and agent performance. You can also build your own reports to match your KPIs.


Key benefits of Deskpro

  • Ticket & email management: Deskpro offers a complete set of ticket management features. These include: email to ticket conversion, custom fields, agent ticket notes, ticket action triggers, ticket escalations, ticket log and search, ticket macros and mass actions, drag-and-drop attachment, ticket tasks, labels, ticket filters, ticket merge, ticket flags, quick grouping, customizable and table views, and more.

  • Self-Service: Create a customer knowledgebase complete with categories, comments, search, revision history, search engine optimization, content validation, glossary, related content and more.

  • Feedback Tool: This offers your customers a platform to make suggestions, report bug issues, and rank their favorite features, products and services.

  • Integrations: Deskpro authenticates against LDAP / Active Directory, any mySQL database, any msSQL database and a range of 3rd party apps.

  • Advanced Reporting: Deskpro generates reports on your business performance overview, trends, agent activity, agent hours, customer feedback. You can also create your own reports

  • Collaboration: Agents can work together using chat, ticket notes, by assigning tasks and shared triggers, quick responses and macros.

  • Images

    Deskpro Software - Deskpro Ticketing Interface
    Deskpro Software - Help Center & Knowledgebase
    Deskpro Software - Deskpro Voice - Call Center Software
    Deskpro Software - Reports & Analytics
    Deskpro Software - Messenger Widget (Live Chat)
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    Deskpro video
    Deskpro video
    Deskpro video
    Deskpro video
    Deskpro Software - Deskpro Ticketing Interface
    Deskpro Software - Help Center & Knowledgebase
    Deskpro Software - Deskpro Voice - Call Center Software
    Deskpro Software - Reports & Analytics
    Deskpro Software - Messenger Widget (Live Chat)

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    Reviews

    Overall rating

    4.6 /5
    (37)
    Value for Money
    4.5/5
    Features
    4.5/5
    Ease of Use
    4.3/5
    Customer Support
    4.7/5

    Already have Deskpro?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 37
    Lieven
    Lieven
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 2–10 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    clear interface immediatly made our helpdesk more efficient

    Reviewed on 18/06/2020

    more fun & more efficiency

    more fun & more efficiency

    Pros

    deskpro can handle multibrand & multi-language, easy to add dynamic views with filters, overal very nice interface is fun to work with, support from the team at Deskpro is really good.

    Cons

    crm module is limited (it allows duplicate records and no triggers avail to keep more control), merging companies can be dangerous because time logs are not merged

    Liliana
    Overall rating
    • Industry: Leisure, Travel & Tourism
    • Company size: 11–50 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Flexible Autos review of Deskpro

    Reviewed on 02/12/2019

    It's a great tool with many resources. We are a multibrand company, we provide services for...

    It's a great tool with many resources. We are a multibrand company, we provide services for different countries, in different languages, so the tool provides Good solutions for admin the contacts with customers and providers, we can configure different rules, templates depending the needs. We save time, we have improved Customer satisfaction, the company image, and the reporting tool is very Good. It's a tool friendly for end users / agents, I hope to implement son the Customer Service page and the chat.

    Pros

    It's a friendly tool for new users /agents with a Good interface.
    It's a very stable tool
    The sales and Support team is incredible, we really appreciate it.
    Good guides and manuals in your site.
    Offers different solutions and apps

    Cons

    Forwarding emails / tickets: The email forward is not visible, you have to know this has been forwarded or Reading the full log. At same time if you want to read the forwarded email the text appears in HTML format which is difficult to read in an easy fast way
    New tickets: if you are writing a ticket and you open a new window automatically the new ticket copy the data of the previous one
    Multi Brand agents signtarure and reporting, it's not very friendly for end users to configure both, with exception of HTML or SQL knowledge.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201–500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    Powerful admin interface, the user interface leaves a lot to be desired

    Reviewed on 12/10/2020

    Pros

    The admin interface was easy to set up and had all the right things in the right places.

    Cons

    The user interface was slow and don't even think about opening the tool in multiple tabs. The overall UI was cramped and not clean so it is hard to notice things.

    Brian
    Brian
    Overall rating
    • Industry: Computer Software
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Seriously The Best, and I Evaluated Just About all of Them!

    Reviewed on 16/11/2018

    Very Very Very Positive

    Very Very Very Positive

    Pros

    Where to start... The Price is by FAR the best out there, by about half! We looked at all the major players in the industry and none of them could come close to DeskPro in price or in functionality or in customer service. The software itself, is leaps and bounds better from their automation aspects, to the simple to implement customizations (seriously we can now see a per person NPS score every time an agent opens a clients ticket, can you see why that is a bit of a game changer? Knowing overall if the client who submitted a ticket is an overall happy client or a sad client. It's a huge deal). The triggers make even the most complex workflows a breeze. We implemented Single Sign-On for our clients in less than 1 day, it was really so very simple. The system as a whole just offers so much from the Feedback system, which we use as our product Feature Requests Management system. This feature alone is worth it. No more do you have to store all your client feature requests alongside in the same view as your open trouble/bug tickets. Their fully integrated Knowledge Base system with Client Portal, AMAZINGly advanced filters with grouping. For instance from a single button/view you can see all tickets of a certain type (pretty standard stuff) but where DeskPro excels is that you can then further Order and Group that list by not only standard fields, but also all of your custom fields as well!. --> KEEP READING IN THE CONS AREA FOR THE REST OF MY PROs, I'M LIMITED TO 1500 CHARACTERS

    Cons

    Speaking of custom fields Deskpro Lets you mass update your custom fields. This is also just not available in any of the systems we demo'd. Their customer support is amazing. We are based out of the US and NEVER have any issues getting help from them or their team. The software is simple to setup, easy to manage, powerful and really really flexible! We used Zendesk, LiveHelpNow, TrackIT, FreshDesk, Happy Fox, Boss, Team Support, Desk.com, Cayzu, Jira, Samanage and seriously none of them were even close to what DeskPro has to offer and not to mention they all were just about double the price per agent! If you are even thinking about DeskPro; give it the 30-second trial signup. We have been with them Since December 2013.

    Kimberly
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11–50 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Great Software, Helped to Streamline Our Support

    Reviewed on 20/09/2016

    We have been using Deskpro for about 8 months now. We previously had one inbox for all of our...

    We have been using Deskpro for about 8 months now. We previously had one inbox for all of our support, and one inbox for all of our sales emails. With lots of team members working on it, there was a lot of "treading on toes." We tried a few different helpdesk softwares, but settled on Deskpro because of the sheer number of features (plus their customer service was really friendly and not pushy like the others). Although we don't use all the features the ones that we do use have really helped. The ticketing system has reduced our response time and also allowed each member of the team to know exactly what is going on with a customer rather than having to ask around before doing anything, reduced faff time, which is exactly what we wanted it for. All in all, great piece of software and really happy with the support.

    Pros

    The support from the team at Deskpro has been really good. Always kind and patient (unlike some other SaaS support). Nice that they have phone, email and live chat support, nothing beats being able to chat to someone over the phone. Also, good that they have both Android and iOS apps, as our team is on both, so it allows flexibility on the go.

    Cons

    There are so many features, which is a good thing, but we don't use them all. Feel like we could make more of the product, but happy with what we do use. Took a bit of time to learn the software, but after a few days, was up to speed and now is easy to use.

    Showing 5 reviews of 37 Read all reviews

    Deskpro FAQs

    Below are some frequently asked questions for Deskpro.

    Deskpro offers the following pricing plans:

    • Starting from: US$29.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Deskpro On-Premise (self-hosted), starting from US$29/agent/month; paid annually (minimum subscription of 10 agents) Deskpro Cloud (hosted with AWS); starting from US$29/agent/month; monthly & annual subscriptions available with a minimum subscription of 3 agents. Deskpro as standard includes all core features, standard support and updates. Deskpro Professional and Enterprise are available on both cloud and on-premise, with various benefits including: - Premium Support - Account Manager - Uptime SLAs - Onboarding & Quarterly Health Checks - Premium features

    Deskpro has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    Deskpro supports the following languages:

    Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese

    Deskpro supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Deskpro integrates with the following applications:

    Adobe Commerce, Google Analytics 360, Highrise, HipChat, HubSpot CRM, Jira, Okta, OneLogin, Salesforce.org Nonprofit Cloud, Shopify, Shortcut, Trello, Twilio, Xero, Zapier

    Deskpro offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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