Deskpro Pricing, Features, Reviews & Comparison of Alternatives

Deskpro

Customer service software you can depend on

4.62/5 (26 reviews)

Deskpro overview

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.
deskpro.com

Pricing

Starting from
$15/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 20 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish
Deskpro screenshotAdding new ticket to agent interface in deskproDeskpro screenshot: Reporting DashboardsDeskpro screenshot: KnowledgebaseDeskpro screenshot: Call center software

Deskpro reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.5
  4.5
  4.8
Brian Polackoff

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

Used daily for 2+ years
Reviewed 2018-11-16
Review Source: Capterra

Very Very Very PositiveWhere 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

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Kimberly Kaye

Great Software, Helped to Streamline Our Support

Used daily for 6-12 months
Reviewed 2016-09-20
Review Source: Capterra

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.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.

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Mario Zorica

Great CRM, clean support ticket system, knowledge-base and more

Used daily for 2+ years
Reviewed 2018-10-15
Review Source: Capterra

The software is great, we utilize a lot of its features (both basic ones like ticket, knowledgebase, feedback, chat and more advance ones like REST API, app, hook). Their support is good, they have a nice response time in any technical question or issue that we had. But I was very disappointed at some parts of their business model (the "hidden" costs). However, I will say that they take their customer complains rather seriously which is why we're with them even today.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.

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Anthony Evans

Great product, enabling us to create a much more streamlined and efficient Ticket logging system

Used daily for 1-2 years
Reviewed 2019-01-21
Review Source: Capterra

The software has enabled our Support team to work much more efficiently, and make use of the powerful report builder function. We can spend more time focusing on customer service, with DeskPro taking care of the admin / automated tasks. We can now monitor customer satisfaction for the first time, using the feedback rating system when we close a Ticket. 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.

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Andrew Irving

Great software for a great price

Used daily for 1-2 years
Reviewed 2018-11-20
Review Source: Capterra

We had a need to offer differing helpdesk views for our different customers. DeskPro allowed for that variation and once we established the structure it has been pretty simple to use, from both a day-to-day point of view and an admin point of view. The user interface is simple to use and our agents and users appreciate the levels of uptime offered by DeskPro. The support is fantastic, personalised to us and responsive.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.

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Deskpro pricing

Starting from
$15/month
Pricing options
Free trial
Subscription
View Pricing Plans

Deskpro On-Premise (self-hosted) from $1800 a year for 10 agents (equivalent to $15 per agent per month).

Deskpro Cloud $30 per agent per month.

Pricing costs all features, support, upgrades. There are no extra fees to pay.

Deskpro features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base
Monitoring
Multi-Channel Communication
Prioritizing
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

Real Time Monitoring (55 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Additional information for Deskpro

Key features of Deskpro

  • Ticket & email management
  • Ticket action triggers
  • Custom branding
  • Cloud or self host
  • Report builder
  • Agent Chat
  • Ticket notes
  • Quick reponses and mass actions
  • DeskPRO CRM
  • Multi lingual support options
  • Ticket merge, flags and grouping
  • Advanced reporting
  • Live chat
  • Ticket custom fields, macros and labels
  • Assign tasks
  • 3rd party integrations
  • Ticket prioritization
  • Feedback tool
  • API
  • Knowledgebase creation
View All Features

Benefits

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.