Deskpro

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

Pros

The features and functionality that Deskpro provides are unmatched

Cons

The user interface can take a little bit of getting used to

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.

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.

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.

Pros

I've used OnPremis and now Cloud version and both of them were very easy to set up.
The interface-s (both agent's and admin's) are quite intuitive, I didn't even know that there were manuals for them, I just started using them.

Cons

They have some "hidden" costs which were very unpleasant.
For example, the cost of removing their logo from your public support center pages, the cost of transferring from OnPremis to Cloud.

Pros

Customer service. I can't recall a time where the support folks haven't got back to us in respectable amount of time. They always offer great support.

Cons

While this would probably be our own fault, sometimes the power of this solution gets a little overwhelming. We need to start utilizing the functionality of the tool better.

Pros

I like that it can be as customized as you'd like. We branded it ours and are continuously making changes to a lot of the features.

Cons

The best thing about this is also the worst thing about it. Its very robust, overwhelming even at times. They do have guides that can get you through some things, but a demo video that covers its various features would have been helpful. I find myself talking to support often.

Pros

I QA deskpro every release for my company and when I do find an issue Deskpro ALWAYS fixes it quickly and that is what I love most about the software is the people who develop it. They have strong developers who make solid software.

Cons

I will say that Deskpro needs a 2FA or multi-factor solution.

Pros

The software is easily set-up and implemented. Navigating is mostly easy but on the few areas that were somewhat confusing the customer support were fantastic and easily available to sort requests. The guides system is in BETA at the moment but is going to be a great module and I am enjoying the process.

Cons

There are a few bugs with the portal and guides area of the system that needs some fine-tuning but overall I have very little complaints.

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.

Pros

The software is very intuitive and easy to get to grips with. The automated processes, such as ticket prioritisation and sending out custom email templates, has made us much more efficient on the Support desk.
The reports are extremely useful for collating KPI data and keeping track of the day to day tasks. The reports are configurable using the DPQL, providing a useful and powerful tool.

Cons

A previous update had disabled the ability to export reports, and the new report builder module had rendered some of the old reports un-usable when they were migrated to the new report builder. We had to manually re-create some of the reports.

Pros

The tool can be customized as per the need and features like live chat, ticket management, reporting make Deskpro a handy product.
The availability of the tool over a different platform and mobile devices makes it usable on the go.

Cons

Did not find issues with the tool, just that initially there is a bit of a learning curve.

Pros

We really liked the ability to customise the way our customers interact with us. The tailoring of certain aspects of our DeskPro presense was infinitely more flexible than a lot of ticketing systems on the market that we tested. DeskPro has a real business to business focus.

Cons

The setup took a little longer than expected, however this turned into a pro long term as adding new customers is now straight forward thanks to the efforts in department structure up front.

Pros

I like having one tool for all: Knowledge base, feedback form, contact form, and contact us widget. With this tool our customer support agent can track all communication channels with our customers by using just one tool. And we need to use just one tool to track him :-)

Cons

It is not an expensive tool, but it would be nicer if price per agent could be little lower.

Pros

Ease of use. So many options to choose from in which all help streamline our support and communication.

Cons

No cons just wishes. I wish DeskPro would enhance statuses so we could create custom ones that would only be triggered once a task has been completed.

Pros

The customerstickets are easily sorted with the functionality of Deskpro. On the other end show the dashboards a very insightfull overview of the statistics.

Cons

When you try to make a new ticket and you press a button on the keyboard too fast it gives you other options such as a new article entry and such. It's just a thing that happends every once in a while. Nothing too annoying.

Pros

Good notifications for when new tickets come through.

Easy request/response system within the interface.

Cons

Setting up your signature set up takes a long time to get everything just right.

Assigning tickets to people or teams/departments can be confusing.

Pros

DeskPRO makes it possible for us to offer a great remote uspport experience to our customer base.

Cons

DeskPRO can offer a more flexible and cheaper pricing plan for its services.

Pros

It's more cost efficient than it's counterparts, so if you're just getting started it's a good option, or if it's just a few team members that'll be using the product with no plans for expansion in the foreseeable future. I can't say I love anything about the software when it comes to day-to-day use though.

Cons

Day-to-day ticket management is easy enough to understand but inefficient, which impacts overall productivity for all teams who use the product. Product imitations mean stats pulled are not always as reliable as they should be.

Pros

Easy, Price, Functions, support and Deplyement on premise option.

Cons

complexity and learning curve is not that great.

Pros

Work area professional is an extraordinary item to use for organizations and working in a high speed environment.
The UI is not difficult to utilize and buyer friendly.
Organization by teams ability to costumize,advanced incorporations with frameworks.

Cons

It takes a short time to get familiar with every one of the elements of the software,but following a couple of days my staff got cutting-edge and now it's not difficult to utilize.

Pros

Easy to Use and the notification is really helpful

Cons

Nothing so far in this software. Mobile application is not that much friendly

Pros

The live chat and knowledge base have been incredible at driving more enquiries. Initially we thought that the knowledge base would deter people from getting in touch, but alongside the live chat the enquiries are more targetted and know what questions they want to ask, which always helps.

Cons

Think it is more suited to larger teams. Would be nice if the interface was a bit prettier.

Pros

DeskPro is a very flexible and easy to use ticketing system environment. The integration with our AD was a breeze and customer support was phenomenal.

Cons

There were few bugs that support easily resolved at first.

Pros

Easy to implement, flexible across various verticals

Cons

Hard to customize for more detailed functions

Pros

· There is no limit on the number of customers
· Unit price of 1User is cheap
· Detailed authority setting

Cons

The introduction of new functions such as AI is slow

Pros

- flexibility
- customization
- knowledge base integrated

Cons

For what we asked of it (ticketing and knowledge base), I cannot find many cons compared to the competition and the price!

Pros

Fully customizable and dynamic. An excellent tool for remote customer support.

Cons

More satisfying mobile app support (such as integration with Firebase for PUSH notifications).

Pros

Easy to use, easy to setup, intuitive software

Cons

Limit in ticket status changes limitation

Pros

can use snippets that can help you if you have some texts to use every time. and we can install it on our server.

Cons

i do not like the ui, a bit oldfashion. a bit difficult to install it if you are new to server, that's all

Pros

Implementation time was self-sufficient. It did not take 6 months + to implement
Upgrades are pretty seamless as well as they have auto update checking like Windows.
Easy to configure and use once you know what your processes are.
Very little intervention required by vendor

Cons

So far none except for a few bugs that I am certain will be fixed with the amount of feedback I have given.

Pros

Ease of use, lots of configuration options, very fast compared to other ticket logging systems.

Cons

Not much. Had to learn Drupal for the reports, but other than that it is fine.

Pros

Easy to use, easy to customise, very happy with the software

Cons

Amount of email notification triggered, not an issue on Deskpro I'm sure we are missing something in the settings

Pros

The amount of features it has built in and the ease of use for the users.

Cons

Some of the advanced features require knowledge that would outside the skillset of an average admin.

Pros

Cloud service, accessible anywhere, anytime
Good organization of tasks, teams
Customizable

Cons

Tends to be a little slow when multitasking

Pros

C'est un bon outil pour les utilisateurs et agents avec une interface bien structurée, et stable. L'équipe de vente et de support est incroyable.Bons guides et manuels sur site.

Cons

Lenteurs notées pendant l'utilisation. le Design de l'outil peut être amélioré même s'il est efficace!