Deskero

Customizable help desk & ticketing system

4.7 /5 (104 reviews) Write a Review!

Deskero Overview

What is Deskero?

Deskero is a help desk software and support ticket system that helps users manage multi-channel support queries, track performance and proactively engage customers on social networks. It is a simple yet powerful tool to make customer care easier and quicker, offering a wide range of advanced features than can be easily customized for unique workflows and business needs.

Deskero helps users manage multi-channel support, organizing queries coming from a variety of sources, including email, chat and social networks. A single functional platform will let users take care of all the queries, helping to save time. And it's not just about replying fast to questions, it's about proactively engaging people.

Ease of use and flexibility make Deskero a smart solution for companies in any industry, organizing workflows in a seamless way and letting operators concentrate on what really matters: making customers happy.

Deskero Overview

Pricing

Starting from
US$4.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features)
Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features)
Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)


Deskero Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Arabic, Chinese (Simplified), English, French, German and 4 others, Italian, Portuguese, Russian, Spanish

Media

Compact ticket list view allows you to see a minimal glance of your tickets
Analytics overview that shows relevant insight data for your platform
Extended ticket list view gives you a more detailed view of your list of tickets
View all tickets and open individual cases to view their history
Public portal is what your final client will see when accessing your platform
Get all information about your clients and their ticket history at a glance
Ticket timeline view allows you to see a log of all activities regarding a ticket
Dashboard view allows you to see at a glance tickets that need immediate attention
Add notes to your tickets to share internal information with other agents
Deskero video Deskero screenshot: Compact ticket list view allows you to see a minimal glance of your tickets Deskero screenshot: Analytics overview that shows relevant insight data for your platform Deskero screenshot: Extended ticket list view gives you a more detailed view of your list of tickets Deskero screenshot: View all tickets and open individual cases to view their history Deskero screenshot: Public portal is what your final client will see when accessing your platform Deskero screenshot: Get all information about your clients and their ticket history at a glance Deskero screenshot: Ticket timeline view allows you to see a log of all activities regarding a ticket Deskero screenshot: Dashboard view allows you to see at a glance tickets that need immediate attention Deskero screenshot: Add notes to your tickets to share internal information with other agents

Deskero Reviews for UK Users

Deskero Reviews for UK Users

Overall rating
4.7
/
5
Excellent
70

Very good
32

Average
2

Poor
0

Terrible
0

Value for Money
4.6
Features
4.5
Ease of Use
4.8
Customer Support
4.7
98% recommended this app
Ray L.

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


Andrea A.

Simple, complete, scalable and customizable with API

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.


Verified Reviewer

Good but not cheap


Marc C.

Easy process to onboard ticketing system for our clients

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.


Mark K.

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.


Ray L.

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

Used Daily for 6-12 months
Reviewed on 20/07/2017
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Andrea A.
Industry: Information Technology & Services
Company size: 2-10 Employees

Simple, complete, scalable and customizable with API

Used Daily for 6-12 months
Reviewed on 19/08/2020
Review Source: GetApp

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer

Good but not cheap

Used Daily for Free Trial
Reviewed on 05/02/2018
Review Source: GetApp

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...

Response from Deskero (Nabra Ltd)

Hello! Thanks for your review. You can have full multilanguage support on Grow plan which is only 9 USD/month, so it's actually pretty cheap :) Kind regards

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Marc C.
Industry: Computer Software
Company size: 2-10 Employees

Easy process to onboard ticketing system for our clients

Used Daily for 1-5 months
Reviewed on 05/02/2020
Review Source: GetApp

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Mark K.
Industry: Accounting
Company size: 11-50 Employees

Used for client support email ticketing help desk

Used Daily for 6-12 months
Reviewed on 12/09/2016
Review Source: GetApp

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8.8/10
Based on 104 user ratings
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Deskero Pricing

Deskero Pricing

Starting from
US$4.00/month
Free Trial
Free
Subscription
Value for money

Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features)
Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features)
Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)

Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features)
Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features)
Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)

Value for Money
4.6/5
Based on 104 user ratings
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Deskero Features

Deskero Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.5/5
Based on 104 user ratings
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Categories

Additional information for Deskero

Additional information for Deskero

Key features of Deskero

  • Additional custom portals
  • Advanced scenario execution
  • Apps (iPhone & Android & Windows Phone)
  • Email importing made simple
  • Exporting knowledge base to social networks
  • Feedback widget
  • Knowledge base
  • Live Chat (real-time)
  • Multi-channel: email, chat, Twitter, Facebook, web, SMS
  • One click reply
  • Open Rest API
  • Reply Macros
  • Reports & analytics
  • Service levels management
  • Simplified workflow
  • Social monitor
  • Ticket assignation rules
  • Top Clients management
  • Turn chat sessions into tickets
  • Twitter, Facebook & LinkedIn integration

Benefits

  • Provide multi-channel support working from a single platform

  • Interact with your social channels easily and quickly

  • Provide real-time support to customers with our Live-Chat

  • Gather feedback directly from your website with a widget

  • Customize the look and feel and branding of your help-desk

  • Adapt Deskero to your exact needs using custom fields

  • Deskero FAQs

    Deskero FAQs

    Below are some frequently asked questions for Deskero.

    Q. What type of pricing plans does Deskero offer?

    Deskero offers the following pricing plans:

    Starting from: US$4.00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Grow: $12.00 USD per agent/month or $9.00 USD per agent/month paid annually (standard features) Business: $30.00 USD per agent/month or $25.00 USD per agent/month paid annually (advanced features) Premium: $120.00 USD per agent/month or $90.00 USD per agent/month paid annually (complete suite with the most advanced features and software customizations)

    Q. What are the main features of Deskero?

    Deskero offers the following features:

    • Additional custom portals
    • Advanced scenario execution
    • Apps (iPhone & Android & Windows Phone)
    • Email importing made simple
    • Exporting knowledge base to social networks
    • Feedback widget
    • Knowledge base
    • Live Chat (real-time)
    • Multi-channel: email, chat, Twitter, Facebook, web, SMS
    • One click reply
    • Open Rest API
    • Reply Macros
    • Reports & analytics
    • Service levels management
    • Simplified workflow
    • Social monitor
    • Ticket assignation rules
    • Top Clients management
    • Turn chat sessions into tickets
    • Twitter, Facebook & LinkedIn integration

    Q. Who are the typical users of Deskero?

    Deskero has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

    Q. What languages does Deskero support?

    Deskero supports the following languages:

    Arabic, Chinese (Simplified), English, French, German, Italian, Portuguese, Russian, Spanish

    Q. What type of pricing plans does Deskero offer?

    Deskero has the following pricing plans:

    Free, Subscription

    Q. Does Deskero support mobile devices?

    Deskero supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Deskero integrate with?

    Deskero integrates with the following applications:

    Facebook, Gmail, Magento Commerce, Twitter, Wordpress, Zapier, Zendesk Sell

    Q. What level of support does Deskero offer?

    Deskero offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support