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
Devices
Business size
Markets
Australia, Brazil, Canada, China, Germany, United Kingdom, India, Japan, Mexico, United States and 5 others
Supported Languages
Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Vietnamese, sr-cyrl, zh-hant and 30 others
Images
Features
Total features of DeskPRO: 136
- @mentions
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Application Management
- Appointment Management
- Approval Process Control
- Audit Management
- Auto-Responders
- Automated Routing
- CRM Software
- Call Center Management
- Call Routing
- Canned Responses
- Cataloging/Categorization
- Categorization/Grouping
- Change Management Software
- Chat/Messaging
- Chatbot Software
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Configurable Workflow
- Contact Database
- Contact Management Software
- Content Library
- Content Management System (CMS) Software
- Customer Database
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Dashboard Software
- Data Import/Export
- Decision Support Software
- Discussions / Forums
- Document Management Software
- Document Storage
- Drag & Drop
- Drag & Drop Editor
- Email Alerts
- Email Management Software
- Email Templates
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing Software
- File Transfer
- Full Text Search
- Geotargeting
- Help Desk Management
- IT Asset Management Software
- Inbox Management
- Incident Management Software
- Interaction Tracking
- Inventory Management Software
- Knowledge Base Management
- Knowledge Management Software
- Live Chat Software
- Macros/Templated Responses
- Mobile Access
- Mobile Alerts
- Mobile Interface
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Multiple User Accounts
- Network Monitoring Software
- Offline Form
- Online Forums
- Performance Management
- Performance Metrics
- Pre-built Templates
- Prioritization
- Proactive Chat
- Problem Management
- Project Management Software
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Release Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- Role-Based Permissions
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Search/Filter
- Self Service Portal
- Self-Learning
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management Software
- Task Progress Tracking
- Template Management
- Templates
- Text Editing
- Third Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- User Management
- Voice Mail
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Website Visitor Tracking
- Widgets
- Wiki
- Workflow Configuration
- Workflow Management Software
Alternatives
ShowHows
LiveAgent
Zendesk
Vivantio
Reviews
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- 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 Software
- 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
- 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 Software
- 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.
- 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 Software
- 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.
- 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 Software
- 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.
- 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 Software
- 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.
DeskPRO FAQs
Below are some frequently asked questions for DeskPRO.Q. What type of pricing plans does DeskPRO offer?
DeskPRO offers the following pricing plans:
- Starting from: $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
Q. Who are the typical users of DeskPRO?
DeskPRO has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+
Q. What languages does DeskPRO support?
DeskPRO supports the following languages:
Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Vietnamese, sr-cyrl, zh-hant
Q. Does DeskPRO support mobile devices?
DeskPRO supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does DeskPRO integrate with?
DeskPRO integrates with the following applications:
Adobe Commerce, Google Analytics, Highrise, HipChat, Jira, Okta, OneLogin, Salesforce.org Nonprofit Cloud, Trello, Twilio, Xero, Zapier
Q. What level of support does DeskPRO offer?
DeskPRO offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat
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