Avis clients sur Deskero

Deskero allows you to measure I.T., so that you can manage it.

Avantages :

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.

Inconvénients :

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.

Simple, complete, scalable and customizable with API

Commentaires : We automatized the creation of new customers and leads with API integration, we provide a self-service portal where customers can find the activation state of their services and any requests. We manage tickets of many types very easy: information, requests, technical help, economics, leads, prospects. We implemented live chat very easy. We can manage many customers with few operators. We are very satisfied.

Avantages :

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.

Inconvénients :

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.

Good but not cheap

Avantages :

Easy to use and web based. Trial easy to activate. you can use it with PC, tablet smartphone without problems

Inconvénients :

The application is'nt cheap if you need more then 1 agent... if you need multilanguage you have to buy the intermediate versione...

Easy process to onboard ticketing system for our clients

Commentaires : We had a lot of request for website maintenance by email and managing these request manually lead to errors and not so happy clients. By implementing Deskero, our clients are well organized, requests and time are also documented and the followup is easy for both project manager (on our end), developer (on our end) and our client team.

Avantages :

Clean and easy to understand / use interface. Support and implementation went smooth and well documented.

Inconvénients :

We are french based company (Quebec) and the french language pack needs a bit of update.

Used for client support email ticketing help desk

Commentaires : 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.

Avantages :

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

Inconvénients :

None really, we are on the entry package with a few agents and it has been working well for the last few months.

Simplifying Customer Support

Commentaires : I would highly recommend Deskero to any team or organization looking for a reliable and efficient ticketing system. It is user-friendly, customizable, and has all the essential features needed to manage tickets effectively.

Avantages :

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.

Inconvénients :

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

Complete multichannel solution

Commentaires : 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.

Avantages :

Easy to use, Real multichannel.

Inconvénients :

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

They are amazing.

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

DESKERO

Avantages :

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

Inconvénients :

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

Deskero Team Goes Above!

Commentaires : This software is above and beyond what we expected. The team is dedicated to their clients and has always been very responsive to our needs! Deskero is a great ticketing system that scales with your company. They offer quite a few different plans and customizations to work for you and your clients.

Avantages :

Great user/client experience, great customer service, easy to integrate, great for your clients,

Inconvénients :

Minor bugs here and there that the Deskero team has been very good about fixing immediately.

Amazing Helpdesk Software

Commentaires : 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.

Avantages :

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!

Amazing App for Software Developers!

Commentaires : 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

Avantages :

Web Based and great customer support!

Inconvénients :

Mobile App is weak / requires move development

Cool tool for keep in touch wit clients

Avantages :

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.

Inconvénients :

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

An effecient system to manage help-desk activities

Avantages :

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

Inconvénients :

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

Perfect service desk

Avantages :

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

Inconvénients :

Configuration options could be not enough for your business

Everything you need in a knowledge base system

Avantages :

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.

Deskero, the friendly Help Desk everyone wants

Avantages :

I use Deskero daily and I can say that it's the best solution for your help desk! The team that it's following the project is made up of young people that love to keep in touch with their customers. Never seen such a responsive team, they actually use emails like an instant messaging app, always ready to answer your questions. For the quality level they offer, the cost is minimum

Really friendly experience

Avantages :

What i've liked the most is how easy everything is setup on the platform, as well as how neat everything looks. Also our customers have been really happy about this tools and are looking forward to use it onwards.

Inconvénients :

There have been some complaints about the amount of emails that have been generated from our side, but i think that for this follow up is better to have more than less.

Great Software

Commentaires : Customer support , a way for the to reach us and track the status of their issue.

Avantages :

It really takes out the hassle of handling customer complaints and the issues they are facing. We get to support them fast with this.

Inconvénients :

Actually nothing found so far as it really gives you everything you need

is very easy to use

Avantages :

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

Inconvénients :

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

Very easy to use

Avantages :

- Knowledge Base -Customization is easy -Great customer support - Good ticket managing with auto assignements

Inconvénients :

I would like to configure manual assignement of ticket that i open myself. I need the Pro version, i would have this function in the grow version

The simplest and most powerful

Avantages :

- One of the simplest installation process - Everything ready up to 5 minutes - Good principles of design

Inconvénients :

- The free subscription is too small for most startup - Sometimes admin area is a bit too crowdy - Chat systems is worst than other parts of the software

Our experience is very good. We had a lot of missing calls an now we don´t miss a single one.

Avantages :

The software is very friendly an easy to use. Our users are very happy and our customers felt the difference.

Inconvénients :

I make a small suggestion of detail, put all features in all agents and put a higher price per agent. But it´s still ok like this.

Great Program!

Avantages :

I love how I can gather customer data, track outstanding tickets, and evaluate wait time. Pricing is great too!

Inconvénients :

I wish I could organize tickets out a little more vs. one category of pending.

What a nice app!!!!!!!!!!!!!

Commentaires : I solved my major problem with ticketing

Avantages :

Friendly User Interface,Real time communication with the customer

Inconvénients :

Nothing.Everything was perfect.Maybe in the future to add more templates icons