Who Uses This Software?
Deskero targets any type of business that wants to engage customers in a more personal and meaningful way while counting on a solid rock ticket system.
Average Ratings94 reviews
- Overall 4.5 / 5
- Ease of Use 5 / 5
- Customer Service 4.5 / 5
- Features 4.5 / 5
- Value for Money 4.5 / 5
- Starting Price US$9.00/month
- Pricing Details 3 paid monthly tiers ($12, $30, $120) dependent upon features.
- Free Version No
- Free Trial Yes
Cloud, SaaS, Web
24/7 (Live Rep)
- Founded 2012
Deskero is a solid helpdesk software, with features like multi-channel support, knowledge base, social network integration, Integrated live chat, canned answers and preferred client management. The software aims to integrate social engagement into customer care, with an innovative social monitor that allows companies to keep an eye on all the meaningful social conversations that might involve their brands.
- Alerts / Escalation
- Automated Routing
- Customizable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Self Service Portal
- Service Level Agreement (SLA) Management
- Ticket Management
Deskero Most Helpful Reviews
Reviewed on 12/09/2016
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.
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.
Reviewed on 18/07/2019
Great App for the Price
Comments: We are still in the process of rolling this out company-wide, but the best thing about implementing a tracking system like this is having the ability to streamline, track, respond and organize all of the inbound requests from our employees. It also forces them to use the forms and provide the required information before sending a request and eliminates the back and forth that often occurs in trying to get everything we need to begin providing them with the support/requests they have.
Pros: I like a lot about this program, the ability to track tickets and respond from them as well as the ability to customize the portal. I've worked with several ticketing systems in the past and this app offers the same support to the people handling the tickets (agents) as any other ticketing system out there but for a fraction of the price (and far less backend coding!)
Cons: The software itself is very easy to use. The one challenge I have is not having a quick reference for FAQ or 1st line troubleshooting during installation. With that being said, I never had to wait more than an hour for someone to email me back. I know there is a lot more there that can make it more powerful but it's difficult to figure out what everything does without toggling between their webpage and your portal (vs. having the ability to hover over and see information or having a support portal embedded in the company portal for agents to use.
Reviewed on 20/02/2019
At last, a product that understand the importance of multilanguage customer service
As a Canadian, I have customers who speak English and French. It's important to be able to communicate properly. Even if you live in the United States, you should focus on helping and service your customers in their primary language. Most similar services will have the multi-language option in higher, more expensive price tiers.
- Very affordable first tier pricing
- Generous free tier
- Excellent multi-language features
- Fairly simple and robust Knowledge Base
- Lots of settings and options
- Excellent customer support from the developers and help staff
- Mobile App
- API Deskero staff was helpful and understanding of our needs. They were also super quick at fixing a few odd french translation in their portal.
Cons: -Email integration is difficult if you don't have a dedicated address for incoming help requests from customers. Developers confirmed they are in the process of making this bit a little easier. -Very limited text formatting options when creating Knowledge Base or News article. You could paste HTML code but otherwise, it's mostly bold, italic and underline. -Branding and customizing options could be a little better with custom colours and not just a few pre-defined themes. Overall: After trying and looking around for alternatives, we are currently happy to settle with Deskero as our Help desk and Knowledge Base service. Fair pricing, great options for the first pricing tier and excellent communication with the staff.
Reviewed on 24/09/2018
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.
Reviewed on 20/07/2017
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.