9.2
Spot Score
Deskpro Review: Is It The Right Help Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Trial Available
GDPR
SOC 2Starts from $29 / User / Month when Billed Yearly
AONTrusted by many companies including AON
Integrates with
BulletinOverview
Pricing
Features
Buyer feedback
Alternatives
Integrations
Customers
Media
Security & Compliance
Support
FAQ
Blogs
SpotSaaS Analysis for Deskpro
Deskpro is a help desk software solution tailored for IT Support Specialists and Help Desk Managers in medium-sized businesses. With a rating of 2.6/5 from 21 user reviews, it suggests mixed feedback, indicating that while some users find value, others may encounter challenges.
Deskpro's standout features include its full customization capabilities and effective user management tools, which are particularly beneficial for IT services in education and healthcare sectors. However, new users may face a learning curve, and the customization options might require technical skills, potentially limiting its accessibility for less tech-savvy teams.
Quick facts about Deskpro
What is Deskpro?
Deskpro is a fully-customizable, web-based help desk software solution with features for IT and IT support. Deskpro's User Management tools allow to effectively track, manage, and support the help desk user base. Deskpro's Assist Desk Tool allows to quickly assign tickets to technicians for faster time to resolution. Deskpro's Knowledge Base feature helps reduce repetitive requests by allowing fast article searches, notifications to users on replies/edits, and an email digest of all new articles to all users.
Pricing
Starts from $29 / User / Month when Billed Yearly
Free Trial available
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRSSO & MFA supported
Data residency:Global
Platform
Web + mobile app (iOS & Android)
Deskpro Software Demo
Deskpro was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Deskpro
- Use cases
- IT Services, Education, Healthcare
- Team types
- IT Support Specialist, Help Desk Manager
- Company size
- 50-500 employees, Medium Business
- Workflow style
- Flexible and configurable
- Setup complexity
- Medium
Why teams choose Deskpro
Comprehensive multi-brand and multi-department support from a single platform
Advanced ticket management features including ticket grouping and custom fields
Robust integrated knowledge base that reduces repetitive support requests
Is Deskpro right for you?
Best for IT teams needing customizable multi-brand help desk management.
Choose Deskpro if
- You require managing multiple brands or departments from one platform.
- Your IT support team needs advanced ticket grouping and custom field features.
- You want an integrated knowledge base to reduce repetitive support requests.
Consider alternatives if
- You are a very small business with minimal support needs.
- You need an out-of-the-box solution with minimal setup and customization.
What buyers should know before shortlisting Deskpro
Deskpro is a highly customizable help desk solution that excels in user management and ticket assignment. Its knowledge base feature helps reduce repetitive inquiries, making it a valuable tool for IT support teams.
Deskpro pros and cons
- Deskpro pros
Comprehensive multi-brand and multi-department support from a single platform
Advanced ticket management features including ticket grouping and custom fields
Robust integrated knowledge base that reduces repetitive support requests
- Deskpro cons
Relatively low user rating (2.6 out of 5) indicating possible usability or reliability issues
Lack of publicly available pricing information may complicate budgeting
Ready to try it?
Get started with Deskpro
Start your free trial — no credit card required.
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See how it stacks up
Compare Deskpro side-by-side with top Help Desk Software alternatives.
What is the pricing of Deskpro?
Deskpro Pricing Plans
Team
Cloud or On-Premise Deployment
Standard Support
Multi-channels: Facebook, Twitter, WhatsApp
Automations
CRM
Show more +
Professional
Includes features of Team plan, plus
Premium Support 24/5
Multi-Accounts
Named Account Manager
Auto-Translate (New)
Show more +
Enterprise
Includs features of Professional plan, plus
Enterprise Support 24/7
Unlimited Multi-Brand
Data Center Choice (Global)
Product Previews
Show more +
Deskpro reviews and ratings
Buyer sentiment
User sentiment is mixed to negative, with concerns about usability and value despite strong feature sets.
What buyers like
- Multi-brand support
- Ticket management capabilities
- Knowledge base integration
Common complaints
- Usability issues
- Lack of pricing transparency
What users are saying
JL
Jh Lee
10/23/21
Their helpline and live chat is…
Their helpline and live chat is disgusting. Even live chat is not properproperly.
P
Peetu
07/28/20
Not a very professional start-up.
Not a very professional start-up. Did not get any answer to my query!
L
Lewis
06/27/20
One of the most expensive solutions and…
One of the most expensive solutions and certainly not the fair and affordable pricing they claim. $30 per agent per month is the highest I've seen at ...
Read more
FJ
Fredrick Jr.
03/13/19
Intuitive and easy to use
We purchased deskpro when they first came out 15 years or so. At that time the developer was the support person. It was such a great product that no ...
Read more
What are the features of Deskpro?
Deskpro’s Alerts (Escalation) system automatically notifies managers or senior agents when unresolved tickets surpass specified time limits.…
Deskpro’s Automated Routing intelligently directs incoming tickets or chats to the most appropriate agents based on predefined rules such as…
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Deskpro’s Contract (SLA Management) functionality empowers organizations to define, monitor, and enforce service level agreements effectivel…
Deskpro offers extensive Customizable Branding options that allow companies to tailor the help desk interface, chat widgets, emails, and cus…
Deskpro’s Document Storage enables the secure upload, organization, and sharing of files such as manuals, screenshots, and contracts related…
Deskpro’s Incident Management feature helps teams efficiently log, track, and coordinate responses to technical issues or service disruption…
Deskpro provides a robust Knowledge Base where customers and agents can access FAQs, tutorials, and troubleshooting guides anytime. This sel…
Deskpro’s Known Issue Management system identifies recurring problems and consolidates related tickets to streamline troubleshooting. It all…
Deskpro’s Live Chat facilitates real-time conversations between customers and agents directly on websites or apps. Equipped with typing indi…
Deskpro’s Macros feature enables agents to insert predefined, templated responses to common customer queries swiftly. This tool enhances eff…
Deskpro integrates Multi-Channel Communication by consolidating support requests from email, chat, social media, and messaging apps into a s…
Deskpro’s Self Service Portal empowers customers to find answers, submit tickets, and track their progress independently. Available 24/7, th…
Deskpro’s Social Media Integration connects support channels like Facebook, Twitter, and Instagram to the help desk platform. This allows ag…
Deskpro collects Surveys & Feedback post-interaction to measure customer satisfaction and gather insights on service quality. This data-driv…
Deskpro’s Ticket Management system organizes and tracks all customer requests through their lifecycle. It supports prioritization, categoriz…
Deskpro security and data handling
Key compliance certifications and security features for IT and security teams evaluating Deskpro.
Certifications
Security features
Developer & data
Alternatives to Deskpro
Why buyers keep looking beyond Deskpro
Some users find Deskpro's interface to be cluttered and overwhelming, especially when managing multiple clients or departments. This can lead to a steeper learning curve and potential inefficiencies.
The mobile application has been reported to have issues such as random sign-outs and difficulty opening tickets, which can hinder support agents who need to manage tickets on the go.
While Deskpro offers customization options, some users have noted that certain features, like triggers, are not easily sortable or intuitive to manage, which can complicate setup and maintenance.
The built-in CRM functionality has been critiqued for allowing duplicate records and lacking triggers for better control, which can affect data integrity and workflow automation.
Some users have mentioned that the user interface can be unclear at times, potentially requiring a learning curve for new users.
Certain features, such as removing the Deskpro logo from public support center pages or transferring from on-premise to cloud, may incur additional costs, which can be unexpected for users.
Deskpro Integrations
Deskpro Customers
AON
Deskpro Support Options
Frequently Asked Questions About Deskpro
Common questions buyers ask before choosing Deskpro.
Deskpro is a Help Desk Software. Deskpro offers Incident Management, Social Media Integration, Multi-Channel Communication, Macros (Templated Responses), Document Storage and many more functionalities.
Deskpro is a strong fit if: You require managing multiple brands or departments from one platform.; Your IT support team needs advanced ticket grouping and custom field features.. Consider alternatives if: You are a very small business with minimal support needs.; You need an out-of-the-box solution with minimal setup and customization..
Buyers commonly note the following limitations of Deskpro: Relatively low user rating (2.6 out of 5) indicating possible usability or reliability issues; Lack of publicly available pricing information may complicate budgeting; No explicit mention of mobile app support or modern integrations.
Some top alternatives to Deskpro includes Zoho Desk, Apptivo, Freshservice, Freshdesk and DeskXpand.
Deskpro offers Free Trial, Subscription pricing models
Yes, Deskpro can integrate with
The starting price of Deskpro is $29/User/Month when Billed Yearly
Ready to try it?
Get started with Deskpro
Start your free trial — no credit card required.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].