Deskpro

Deskpro

Customer service software you can depend on

4.6/5 (30 Bewertungen)

Deskpro Übersicht

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.

Preis

Beginnt ab
15,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika

Unterstützte Sprachen

Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch und 20 weitere , Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Ungarisch, Indonesisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Taiwanisch, Thai, Türkisch

Deskpro Bewertungen

Gesamtbewertung
4.6/5
97% Positive Bewertungen
19
Ausgezeichnet
10
Sehr gut
1
Durchschnitt
0
Gering
0
Schlecht
Brian P.
Mit Google übersetzen

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

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 16.11.2018
Quelle der Bewertung: Capterra

Very Very Very Positive

Vorteile

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

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Kimberly K.
Mit Google übersetzen

Great Software, Helped to Streamline Our Support

Täglich für 6-12 Monate genutzt
Bewertet am 20.9.2016
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
Mario Z.
Mit Google übersetzen

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

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 15.10.2018
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

6.0/10
Anthony E.
Mit Google übersetzen

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

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 21.1.2019
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
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Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Andrew I.
Mit Google übersetzen

Great software for a great price

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 20.11.2018
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10

Deskpro Preis

Beginnt ab
15,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

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 Funktionen

  • API
  • Aktivitäts-Dashboard
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • CRM-Integration
  • Chat
  • E-Mail-Integration
  • Integration von Dritten
  • Kontakt-Historie
  • Kundenspezifisches Branding
  • Multi-Channel-Kommunikation
  • Priorisierung
  • Social-Media-Integration
  • Sofortnachrichten
  • Umfragen & Feedback
  • Wissensbasis-Management
  • Workflow-Management
  • Überwachung

  • Echtzeitüberwachung
  • Support Ticket Management

Zusätzliche Informationen für Deskpro

Schlüssel-Features von Deskpro

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

Vorteile

  • 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.

  • Deskpro Häufig gestellte Fragen

    Weiter unter folgen häufig gestellte Fragen über Deskpro.

    F. Welche Preispläne bietet Deskpro an?

    Deskpro bietet folgende Kostenpläne an:

    Beginnt ab: 15,00 $/Monat

    Preismodell: Abonnement

    Kostenlose Testversion: Verfügbar

    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.

    F. Was sind die Hauptfunktionen von Deskpro?

    Deskpro bietet die folgenden Funktionen:

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

    F. Wer sind die typischen Nutzer von Deskpro?

    Deskpro hat die folgenden typischen Kunden:

    Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

    F: Welche Sprachen werden von Deskpro unterstützt?

    Deskpro unterstützt die folgenden Sprachen:

    Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch, Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Ungarisch, Indonesisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Taiwanisch, Thai, Türkisch

    F. Welche Preispläne bietet Deskpro an?

    Deskpro hat folgende Preismodelle:

    Abonnement

    F. Unterstützt Deskpro mobile Geräte?

    Deskpro unterstützt die folgenden Geräte:

    Android, iPhone, iPad

    F. Mit welchen anderen Applikationen integriert Deskpro?

    Deskpro kann in folgende Anwendungen integriert werden:

    Google Analytics, Highrise CRM, HipChat, JIRA Software, Nicereply, Okta, OneLogin, Trello, Twilio Communications Cloud, Xero

    F. Welche Varianten der Kundenbetreuung bietet Deskpro an?

    Deskpro bietet folgende Optionen für Kundensupport:

    Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support