Deskero Software

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.

Virtual help desk to effectively address customer concerns.

Pros

A great tool for effective customer management. It is very important for any business or brand to adequately interact with their customers and therefore be able to convey their idea. The right audience has to be targeted and then kept well informed about all the ongoings of the business. The application provides a well-formulated ticketing system so you can attract the right customers in a very efficient way. It provides chat and interactive facilities to engage with the customers. This can be very essential in building a customer relationship for the brand. A help center portal is made open for easy answers. It is very easily customizable and can be altered according to the leads in the workflow. A 14-day free trial is also available. The users can test the features of the software very effectively within this trial period.

Cons

There is actually nothing to list here as a con as I am happily using the app so far. It takes a little while to get used to this app though. The background themes are not so pleasant.

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.

Implemented and admin in Fortune 500 company

Pros

We used it in our service center with over 80 agents and for multiple SBUs to manage what was previously done via email. The seamless integration with our previous procedure made the transition very easy on our customers and allowed us to grow and develop our team to serve the entire company. Deskero's team was able to develop solutions for all the roadblocks we encountered in a promptly matter.

Cons

The only con we've faced was the lack of a database interface with our BI tools. It has some reporting tools embedded and allows for data download but has to be done manually.

Amazing Helpdesk Software

I love all the features! There is nothing I don't like about it! Maybe it would be nice to have SMS Integration so it would be nice to keep the customers informed about the important issues beside the email.

Pros

So easy to use and complete value for your money! Improves the communication so effectively! Automatic notifications are so nice - keeps everyone updated immediately about any update on the issues! Web based and they have mobile app also that you can use to connect! I recommend everyone to use it!

used for email and inbound telephone

the system was created with our specifications, out of the original scheme and every request was answered in a short time

Pros

We use Deskero daily for incoming emails and telephone ticket to our support address which in turn is auto handed out to vary support desk staff in two differente location.
The system is quick and efficient. 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. the customer and technical support is good and always present

Awesome supporting desk.

Pros

Amazing ad useful help desk ticket system.
I love the way to use on web, smartphone or simply with email system.
Easy to setup, use and give to the customer.

Cons

smartphone app need to be better, like the notification system or simply the design. but is a my honest opinion :D

Amazing App for Software Developers!

This is an amazing app for Software Developers! So easy to use / so easy to setup! I highly advise it to anyone! Mobile App needs to be developed more! It must be more user friendly

Pros

Web Based and great customer support!

Cons

Mobile App is weak / requires move development

Highly customizable cloud-based help desk and ticket support system

Pros

The application helps in making customer service of your firm simpler. The incoming emails and queries are auto allocated. Allows exporting or importing of data. The application has simplified the process of tracking user’s tickets. You will be able to check out the work of other admin staffs. Customer service and response team is very responsive. The plans are very affordable. You can use the application as your firm’s knowledge base.

Cons

The absence of integration with Instagram. The graphical interface and layout look outdated and need lot of improvements.

Easy to use and excellent value

Pros

We are a pre-seed start up and were looking for a support portal that was both good value and could offer a password protected support portal & knowledge base. Deskero does both of these things well.

Customer support were also response to our needs and tweaked the plan for us. Super impressed so far. The mobile app on Android is good too.

Cons

Desktop UI seems very dated to me (10 years behind?), and the mobile app doesn't allow the assignment of tickets, so, as admin, I don't get notified through the app when new tickets come in, and so have missed a few.

Easy to use but so many options

Pros

The app is great for our company's helpdesk. We have clients spread all around town with many different levels of users. This allows our whole team to stay on top of client requests as they come in.

Cons

Could just be how our system is configured but modifying our views/ticket notifications is often a source of pain.

Cool tool for keep in touch wit clients

Pros

On my favorite things is the fact that Deskero support team is acctually ther for you, in the company were i work start in touch with all the clients is difficult becuse are a lot of clients and all wants something, so we get in touch with the Deskero team and they give us some extra integrations that have been very useful.

Cons

Is a not the most friendly app when you are set it, tends to get you confused and make changes is difficult, but thanks god they have a really nice support team

Good application

Pros

Clear, clean and simple. To the point. Great for a small/medium IT Support desk like my situation.
We are using the application for help desk to our customer.

Cons

Clear, clean and simple. To the point. Great for a small/medium IT Support desk like my situation.
We are using the application for help desk to our customer.

Used for in-house help desk and loving it

Pros

We have been trying different tools for managing help desk and support tickets and this is the best so far. We have all the features we like at hand and is very easy to setup and use. Our team is getting their tasks organized and ready in no time. Deskero have saved us time and effort!

Cons

So far we have not encounter problems with Deskero, we hope to find a way to see customers reports as how much support was requested for a period of time, etc. But maybe we haven't explore all the options yet.

Easy to use and affordable IT ticket solution.

Pros

Ticket managing. Easy user interface. Easy to keep track of problems. Able to see what other Admins are working on.

Cons

Having trouble getting users to use the application. Some feel they do not know how to navigate it too well.

Userfriendly app to keep track of customer questions

Our company has been using Deskero for almost 2 years. It's a user-friendly app to keep track of customer questions. You can make customisations to the platform to meet your own needs and customer service from Deskero is always fast to respond and helpful.

Complete multichannel solution

Deskero is a easy to use solution for customer contact centers multichannel capabilities. It has, in only one environment, the capabilitiy to establish and maintain a conversation with a customer in a real multichannel environment. Any interaction is treated as a "ticket", independently of the channel. We used for twitter, facebook, chat, mail and web form. It has a very interesting social media monitor and a easy to use knowledge management library directly connected to contact management layer.

Pros

Easy to use, Real multichannel.

Cons

Ideal for small contact centers or pull based environment. Big ones need also complex interaction routing capabilities, not present in deskero.

Excellent value and feature rich!

A little over a year ago I picked Deskero over other players like Zendesk and Intercom. Why? Simply because they are customer friendly, they respond quickly and I feel the cost is very fair without being overcharged for useless features. We get exactly what we need in terms of features. We use Deskero daily, its become a great tool for us to organize tickets both internally and externally. Its one place for everything!

Pros

Value for money, feature rich, the friendly support provided by Deskero staff

Cons

No native Android app.

They are amazing.

Hello, If you need to work with a company that they care about you go for it ! They are amazing. They respect their giving words. I wanted to start a support servicing company and because I would have been between my client and their client I ask them if it was possible to add this 3 layer. The answer was positive and we work together to achieved this goal. I'm not a normal customer because the way I wanted to use their application it but the only thing I can guaranty you is that they will do everything they can to help you get the most of their platform.

Pros

The Team
The value you get for the price
Everything works as it supposes.
Flexibility to adapt.

Cons

The only thing I don’t like it is the design because there is so much space lost but maybe it helps to focus one client at the time.

Not complete

Pros

Its easy too use but not complete maybe he is only not complete in trial version i don't test the full version.

Cons

Its easy too use and simple interfaces, u can create a ticket without any diffucult.

But not complete and not easy for the rest.