Deskero Software

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FrontRunners 2020

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About Deskero

Deskero by Nabra is a cloud-based help desk management solution designed for businesses of all sizes. It offers ticketing, multi-channel support, social media and chat support and reporting functionalities within a suite. Phone, Android and Windows apps available. Deskero features ticketing management, which allows users to group, tag and organize help desk tickets based on predefined rules. Users can also define ticket configuration rules, which allows users to create workflows for themselves and team members. Deskero offers chat tickets, which allows users to manage support requests via chat. Users can also create separate workflows for incoming chat requests, and assign them to an agent, team or division. The product also features team chat, which allows te...

Deskero Pricing

Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features) Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features) Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)

Starting price: 

$9.00 per month

Free trial: 

Available

Free version: 

Not Available

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Deskero User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 108 reviews

Ray

Verified reviewer

Time used: Less than 12 months

Review Source: GetApp

4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

July 2017

Deskero allows you to measure I.T., so that you can manage it.

Pros

Overall, I've had a great experience implementing Deskero as our help desk & I.T. project management solution. If you can't measure your I.T. requests/incidents, how can you manage them? Deskero allows you to measure, so that you can manage. I compared several solutions before trying Deskero, and for price vs features, I found Deskero to be our best fit. We have used it for months to manage daily I.T. tickets/incidents, and for requests/projects. We export the data and prepare analytics to identify areas within our infrastructure that could use improvement. During the setup process, I had several questions, and Nicolo was available to answer each question quickly & efficiently.

Cons

A few things weren't laid out in the portal the way I'd do them, the best way I could describe them is that they are a little quirky. However, Deskero support was there to answer my questions and resolve issues.

Andrea

Verified reviewer

Company size: 2-10 employees

Industry: Information Technology and Services

Time used: Less than 12 months

Review Source: GetApp

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

August 2020

Simple, complete, scalable and customizable with API

We automatized the creation of new customers and leads with API integration, we provide a self-service portal where customers can find the activation state of their services and any requests. We manage tickets of many types very easy: information, requests, technical help, economics, leads, prospects. We implemented live chat very easy. We can manage many customers with few operators. We are very satisfied.

Pros

The product is perfect for tickets management and live chat implementation. You can manage as many ticket as you want and create as many chat widgets as you want, other competitors have limits on tickets or chats. It offers a simple CRM for basic tasks, but useful to store information to let operators answer customer requests. The API can expand automatization very well and information can be implemented or connected in a more complete CRM. Configuration is very easy, but complete, with e-mail template and workflow automatizations by rules and if-then conditions. There is a useful self-service portal for customers.

Cons

The API documentation is very minimal and sometimes you have to ask for help to use some advanced requests, but the technical team is fast and give you complete answers. There are some bug here and there, like broken search boxes, nothing too serious, but as you write to technical team they fix them in very short time. I wish the CRM part is more complete with the possibility to create customers types and connect each others, more customized field types and the possibility to create group of customized fields to let operators read information very easy. It's not possible to create if-then rules with CRM custom fields. I wish more customizations for self-service portal, like pages creation (outside the knowledge base), top page banners or alerts, customized fields integration into pages.

Reasons for choosing Deskero

Deskero is complete, easy to configure, easy to implement with API and fast to use for operators.

Reasons for switching to Deskero

The old software was very complete, but too expensive, too difficult to configure, too difficult to use API service, the servers are in a country with poor human rights and poor privacy level for companies. Deskero is easy and fast, you have all you needs ready to use, and is base in Europe.

Anonymous

Review Source: GetApp

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
2

Value for money

out of 5
3

Customer support

out of 5
3

Functionality

out of 5

February 2018

Good but not cheap

Pros

Easy to use and web based. Trial easy to activate. you can use it with PC, tablet smartphone without problems

Cons

The application is'nt cheap if you need more then 1 agent... if you need multilanguage you have to buy the intermediate versione...

Response from Deskero (Nabra Ltd)

Hello! Thanks for your review. You can have full multilanguage support on Grow plan which is only 9 USD/month, so it's actually pretty cheap :) Kind regards

Replied March 2018

Marc

Verified reviewer

Company size: 2-10 employees

Industry: Computer Software

Time used: Less than 6 months

Review Source: GetApp

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

February 2020

Easy process to onboard ticketing system for our clients

We had a lot of request for website maintenance by email and managing these request manually lead to errors and not so happy clients. By implementing Deskero, our clients are well organized, requests and time are also documented and the followup is easy for both project manager (on our end), developer (on our end) and our client team.

Pros

Clean and easy to understand / use interface. Support and implementation went smooth and well documented.

Cons

We are french based company (Quebec) and the french language pack needs a bit of update.

Reasons for choosing Deskero

Ease of use and cost effective

Reasons for switching to Deskero

Teamwork offer this kind of support and ticketing system but the learning curve was way too heavy and we did not see any positive items overall.

Mark

Verified reviewer

Company size: 11-50 employees

Industry: Accounting

Time used: Less than 12 months

Review Source: GetApp

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

September 2016

Used for client support email ticketing help desk

We use Deskero daily for incoming emails to our support address which in turn is auto handed out to 3 support desk staff. The system is quick and efficient. We do not make use of the more advanced features as the functionality in the entry offer was pretty much what we were after. We used to use our own OTRS system which was not bad but no where near as easy to use and did not look as good as Deskero does. If you have a support desk and need the auto ticketing options on client queries then Deskero handles this perfectly well without any hassles. Tracking a users ticket from beginning to end is easy and shows all responses and is very easy when it comes to allocating certain tickets to specific agents.

Pros

Very easy to use Easy to setup, adding external mail account for incoming mails. Simple efficient layout. This is important when your agents are staring at it all day. Auto allocation of incoming queries is very good. Pricing is great

Cons

None really, we are on the entry package with a few agents and it has been working well for the last few months.

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