Unlock the full potential of your customer support with Deskpro, the all-in-one helpdesk solution that’s transforming businesses across industries.
Whether you’re a startup or an enterprise, discover how Deskpro’s robust features, high customizability, and data-driven insights can elevate your customer service game !
Read further to learn more about Deskpro, in our review we will detail its features, pros and cons with our rating, and a conclusion about why you should use it.
Click on “open” if you want to see exactly what we will talk about in the rest of this article.
Overview
What is Deskpro?
Deskpro is an omnichannel helpdesk software designed to streamline customer support and internal operations. Available both in cloud and on-premise deployments, it offers a range of features including multi-channel support, ticket management, and reporting.
The platform is highly customizable, catering to various organizational needs, whether for customer support, knowledge management, sales & CRM, or internal support like HR and IT.
It also integrates with social media platforms and offers automation tools to enhance productivity. Deskpro aims to centralize all customer conversations into a shared inbox, thereby fostering team collaboration.
Deskpro specifications
| Features | Admin Panels / Advanced Customization Options / Auto-Responders / Automations / Chat Tracking / Collaboration Tools / Custom Branding / Custom CRM / Custom Domains / Custom Fields / Customizable Chat Widget / Customizable Templates / Data & Privacy Protection / Detailed Reporting / Follow-Ups / IP Protection / IP Whitelisting / Import And Export Of Data / Integrаtiоn / Knowledge Base / Live Chat Support / Multi-Platform Support / Multilingual Support / Payment protection / Personalized help / Reporting Features / Shared Inbox / Single Sign-On (SSO) / Social Media Integrations / Team and Collaboration / Ticket Management / User Authentication / Voice Chat Support / Webhooks / Website Feedback Surveys / Zapier Integration / Multi-Сhаnnel Distributiоn / Сreаte аnd disрlаy widget |
| Best suited for | Small businesses, Mid size businesses, Large enterprises |
| Website languages | English |
| Website URL | Visit official website |
| Support link | Support page |
| Live chat | No |
| Company address | Wimbledon, London |
| Year founded | 2001 |
Pricing
Deskpro pricing: How much does Deskpro cost?
Discover the perfect Deskpro plan that fits your budget and meets your needs. With pricing plans ranging from $29 to $99 per agent per month, Deskpro offers a flexible and scalable solution for businesses of all sizes.
Whether you’re a small team looking for essential helpdesk features or an enterprise in need of advanced functionalities and 24/7 support, Deskpro has got you covered !
| Pricing range | From $29 to $99 per month |
| Pricing types | Annual subscription / Monthly subscription |
| Free plan | No |
| Free trial | Yes, 14 days |
| Money back guarantee | No |
| Pricing page link | See plans |
Deskpro pricing plans
Team Plan
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- Price: $29 per agent/month
- Minimum Agents: Cloud – 3 agents, On-Premise – 10 agents
- Billing: Monthly or annually for Cloud, annually for On-Premise
- Core Features: Includes all essential helpdesk features.
- Support: Standard support hours from 9am – 6pm.
- Data Center Locations: Available in US/EU/UK.
- Workspaces: Standard workspace options.
- Reporting: Basic agent activity and in-built reports.
Professional Plan
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- Price: $59 per agent/month
- Minimum Agents: 10 agents for both Cloud and On-Premise
- Billing: Monthly or annually for Cloud, annually for On-Premise
- Extended Features: Includes everything in the Team plan plus extended support and limits.
- Support: Extended support hours, 24/5.
- Data Center Locations: Available in US/EU/UK.
- Workspaces: Standard workspace options.
- Reporting: Includes custom reports and live dashboards.
Enterprise Plan
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- Price: $99 per agent/month
- Minimum Agents: 25 agents for both Cloud and On-Premise
- Billing: Annually for both Cloud and On-Premise
- Advanced Features: Designed for scalability and complete control, includes all features in the Professional plan.
- Support: 24/7 support availability.
- Data Center Locations: Global availability.
- Workspaces: Unlimited workspaces.
- Reporting: Advanced reporting options, including custom reports, live dashboards, and real-time data.
Additional Features Across All Plans
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- Multi-Channel Support: Email, Forms, Live Chat, Voice, SMS, WhatsApp, Twitter, Facebook, Instagram.
- Automation: Includes Auto Responder, Escalations, Follow-Ups, Macros, Mass Actions, Snippets, Triggers.
- CRM: Basic CRM integrations and custom fields.
- Customization: Access control, custom fields, notifications, permissions, and user groups.
Optional Add-Ons
- Onboarding Plan – $2495
Get your new helpdesk software up and running exactly how you want it with our concierge onboarding service. This one-time fee ensures a smooth transition and setup tailored to your organization’s needs.
- Agent Training – $600 per session
Opt for tailored training sessions to familiarize your team with Deskpro’s features and functionalities. Each session can accommodate up to 10 agents and is designed to meet your specific requirements.
- Agent Certification – $199 per session
Empower your agents with in-depth video training, guides, and a proctored exam to become Deskpro Certified helpdesk agents. This certification adds credibility and ensures your team is well-versed in using the software.
- Installation – $600 (On-Premise only)
If you opt for the On-Premise version of Deskpro, one of our technical experts will handle the installation on your chosen platform or internal infrastructure.
Discounts
Features
Deskpro features: What can you do with it?
From automating repetitive tasks to facilitating real-time communication and enhancing team collaboration, Deskpro provides a wide array of functionalities to meet the diverse needs of any organization.
Whether you’re looking to improve customer relations, streamline internal processes, or gain actionable insights through reporting, Deskpro has a feature set that caters to all these requirements and more.
Automation
Deskpro’s Automation tools are designed to streamline various helpdesk tasks. Auto-Responders can be customized to send automatic email replies for each department, providing holding responses to customers.
Escalations allow the system to prioritize tickets that have been inactive for a pre-defined period.
Follow-Ups are designed to run specific actions or set reminders automatically after a certain time has elapsed. Macros enable agents to execute a series of pre-defined actions with a single click, and Mass Actions let you apply the same action to multiple tickets simultaneously.
Chat
The Chat feature enables real-time communication with users. It includes Chat Departments, which control which agents can access chats based on user groups and permissions. Chat Embedding allows the chat widget to be integrated directly into your website.
Chat History provides a complete record of all open and closed chats from a user’s profile. Custom Chat Fields can be set up to record additional information during chats.
Collaboration
Deskpro enhances team collaboration with features like @mentions for internal notes, allowing colleagues to be notified when their input is needed. Agent Notes enable direct communication between agents within an open ticket.
Call Distribution uses a round-robin system to distribute calls to agents based on a simple queue or least utilized model. Multi-Agent Chats and Calls allow colleagues to collaborate in real-time to resolve user issues.
CRM
The CRM feature focuses on building detailed and accurate customer profiles. It includes options for blocking spam or abusive users based on email or IP addresses. Custom CRM Fields can be created to store highly-specific information for User and Organization records.
User Profiles can be merged to eliminate duplicates, and Organization Profiles help in recording and tracking the organizations that your users are associated with.
Customization
Deskpro offers extensive customization options. Automatic Routing can be defined for new ticket triggers that route incoming tickets and execute custom actions. Custom Fields can be defined for tickets, users, and organizations to store specific information.
Custom Domains allow you to personalize your helpdesk URL, and Date & Time Settings can be customized according to your organization’s needs.
The Email feature is designed to manage all customer interactions via email within a single ticketing system. Automatic Emails can be customized for each department to provide a more human response.
Department Accounts automatically assign tickets sent to a specific email address to the relevant department. Duplicate Detection ignores duplicate emails from the same individual within a short period.
Forms
Forms are used for collecting information in a structured manner. Agent-Only Fields can be created for agents to fill in during their support sessions.
Required Fields ensure that all necessary information is provided by making some fields compulsory. Ticket Field Validation sets validation requirements for all ticket fields.
Help Center
The Help Center serves as a 24/7 self-service platform for customers. It allows for the addition of comments to foster discussions and hosts downloadable files and resources.
A glossary can be created to provide definitions for terms used across your content, and Guides can be authored to serve as instructional user manuals.
Integrations
Deskpro can integrate with a wide range of apps and services. It offers a Full REST API for seamless data import and export. SSO Authentication is supported, and a Zapier Integration is available to connect thousands of apps to your helpdesk.
Localization
Localization features cater to international teams by providing multi-lingual support and customizable business hours. Content Translation allows for the creation and management of translated versions of Help Center content.
Reporting
Reporting tools offer insights into customer behavior and helpdesk performance. Over 150+ built-in reports are available for tracking various metrics. Custom dashboards can be created to display performance data, and reports can be exported as CSV files.
Ticket Management
Ticket Management helps in organizing and prioritizing tickets. Labels can be added to tickets for easier filtering and grouping. Custom lists of tickets can be built using intuitive filters. Statuses help in tracking the progress of a ticket and indicate whether an agent or user needs to act next.
Security
Security features include CAPTCHA displays to protect against suspicious or potentially abusive activity.
IP Whitelisting restricts login access to trusted IP addresses, and Data Security ensures that all customer data is immediately written to disk and backed up in multiple locations.
Social Media
Social Media features allow for customer support across platforms like Facebook, Twitter, and WhatsApp. Messages from these platforms are automatically converted into tickets in the helpdesk, enabling a centralized approach to social media interactions.
Voice
The Voice feature is an integrated call center solution. It offers Auto Attendant to route customers to the right department or agent before the call is answered.
Call Queues group agents into teams or departments for automatic call routing. Call Recording is available for future reference.
Admin
Admin features allow for the optimization of helpdesk workflows. Access Logs provide a full log of all administrative changes in the helpdesk.
Agent Deletion enables the removal of any agent from the helpdesk, and Department Permissions limit agent access to tickets that belong to specific departments.
Conclusion
Deskpro review: Why you should use it?
Deskpro is an all-in-one helpdesk solution that caters to businesses of all sizes and various industries.
The software is highly customizable, allowing it to fit any organization’s specific needs. It centralizes customer conversations and offers multi-channel support, including social media integrations.
Deskpro also provides automation tools to increase team productivity and has a robust reporting system for data-driven decision-making.
Whether you’re looking to supercharge your customer service, manage internal support, or develop leads, Deskpro offers a comprehensive set of tools to help you achieve your goals.
Pros and Cons
Pros
- Multi-Channel Support: Deskpro supports multiple channels, including email, chat, and social media, allowing for a seamless customer experience.
- High Customizability: The software is highly customizable, enabling it to fit the specific needs of any organization.
- Robust Reporting: Deskpro comes with built-in and custom stats, helping you make data-driven decisions.
- Automation Capabilities: The software offers powerful automation features that can significantly reduce repetitive tasks and increase efficiency.
- User-Friendly: The software is generally easy to use and set up, with a clean interface that users find enjoyable to work with.
Cons
- Limited CRM Module: The CRM functionalities are somewhat limited, allowing for duplicate records and lacking triggers for more control.
- User Interface Issues: Some users find the user interface to be slow and cramped, making it hard to notice things.
- Complexity: The software offers a wide range of features, which can be overwhelming and may require a learning curve for some users.
FAQ
