Deskero Reviews

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.

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.

Alternatives Considered

Zoho CRM, Dynamics 365 and Zoho Desk

Reasons for Choosing 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.

Reasons for Switching to Deskero

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

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...

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.

Alternatives Considered

Tidio and Zendesk Suite

Reasons for Choosing 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.

Switched From

Teamwork.com

Reasons for Switching to Deskero

Ease of use and cost effective

Pros

Easy start, easy config and a good UI, clean.

Cons

Lacks of remote conection for help a client

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.

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.

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.

Pros

We introduced Deskero in our company with the purpose of tracking all customers requests (calls, emails, tickets, etc.) in a single, easy-to-use software. Deskero accomplished all this: it is extremely easy to use, it has several functions that we use daily and make the difference in saving time (for example importing tickets from email addresses and sorting them between agents giving precise rules).

The customer support is efficient.

Cons

Some functions should also be present for non-premium plans, such as "merge tickets" function.

The reporting section should be improved.

Pros

Very easy and intuitive program. It’s a perfect back office management tool. I strongly recommend it.

Cons

None, I love it and I don’t feel that there are things I would change from what I have seen.

Pros

I recently used Deskero for a project, and I was thoroughly impressed with its performance. The system provided a seamless experience for both the end-users and our team. The interface was easy to use and navigate, making it a breeze to create, track, and manage tickets.One of the things that stood out to me was the ability to customize the ticketing fields to fit our unique needs. The system was very flexible, allowing us to tailor it to our workflow and processes. This greatly increased our team's productivity and reduced the time it took to resolve issues.The notification system was another standout feature. We were able to set up automated notifications for both our team and end-users, keeping everyone updated throughout the ticketing process. This feature saved us a lot of time and ensured that everyone was on the same page.

Cons

The chat system in particular is not as well-designed as other parts of the software.

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.

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.

Pros

It is really easy to set up and start in a few hours

Cons

Configuration options could be not enough for your business

Pros

It is very easy to use. Pretty straightforward on all fronts. Customer service is excellent for the things that seem to be a little hidden - usually right in front of my face.

Cons

Since purchasing, the customer service is a little slower than when I was in evaluation mode. It is a bit more cumbersome to use if you aren't using it as an emailing platform like it is built for. We are wanting to get more familiar with it before rolling out the emailing piece simply to lessen the confusion among recipients and it works, but definitely is intended to be used as an emailing platform. I wish there was a better way to highlight need for followup besides the "notes." But we are getting used to that. The notes get lost in the notifications instead of standing out as a "Need to do" type issue.

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.

Pros

The user experience is very simple and all employees can learn it easily and use it continuously.

Cons

The price a bit high if you want to have manu users.

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.

Pros

Easy to use, easy to organize your tickets. Great for keeping track of work and interfacing with clients.

Cons

most of my complaints have been resolved by the Deskero team customizing the platform to meet our needs.

Pros

Deskero allows to manage help-desk tickets via web and mobile phone.
It's a valid tool to be close your customers.

Cons

Unfortunately is not totally free, but it's really a good investment.

Pros

Deskero is super easy to use! We now use it as our primary knowledge base platform. The client area/front-end looks great even when uncustomised.

Pros

It's really easy to get used to the UI. Even the basic package has all the necessary functions to make your life easier ofc with the bigger ones it gets even more comfortable. The customer support responds fast and i don't have to have rounds and rounds of emails/messages before i get my answer.
Really nice!

Cons

It was all good so far so nothing i could say here.

Pros

Super easy to use and deploy. Honestly takes minutes to get up and going.

Cons

There are a few features that I wish were part of the single agent sub.

Pros

It is easy to use and setup, the support stuff are wonderful and very helpful

Cons

Nothing at all, it is fairly easy to setup and works as intended

Pros

the connection is smart and easy, the notification are immediately and puntual, my count is free and don´t have idea for the prices.

Cons

the platform need other colours to assuagement other activities or other specifications, are interesting see the union be the platform and de mail.