9.2
SpotScore
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 teams 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 4.0/5 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 customizable help desk solution built for IT support teams managing user accounts and ticket routing. Its knowledge base reduces repetitive inquiries by letting customers self-serve common issues.
Before shortlisting, verify that Deskpro's permission model matches your team structure—customization depth can create complexity if roles aren't clearly defined upfront. Check integration requirements with your existing tools.
Deskpro connects to common platforms like Slack and Jira, but custom integrations may require developer time. Pricing scales with agent seats and ticket volume, so confirm your expected monthly ticket load during the demo to avoid surprise overage costs.
Test the knowledge base search functionality with your actual content—search quality varies based on how articles are tagged and structured.
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
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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 +
Weighing your options?
Not sure if Deskpro fits your budget?
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
Are you using Deskpro?
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
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- Real pricing — no sales pressure
- A demo or quick answers, your call
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What are the features of Deskpro?
Deskpro's Alerts (Escalation) system automatically notifies managers or senior agents when unresolved tickets exceed specified time limits.…
Deskpro's Automated Routing directs incoming tickets or chats to the most appropriate agents based on predefined rules such as skill set, av…
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A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and…
Deskpro offers extensive customizable branding options that let companies design the help desk interface, chat widgets, emails, and customer…
Deskpro's Document Storage lets you securely upload, organize, and share files such as manuals, screenshots, and contracts related to custom…
Deskpro’s Incident Management feature helps teams efficiently log, track, and coordinate responses to technical issues or service disruption…
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting inst…
Deskpro's Known Issue Management system identifies recurring problems and consolidates related tickets to simplify troubleshooting. It allow…
Deskpro's Live Chat lets customers and agents have real-time conversations on websites or apps. It includes typing indicators, chat history,…
You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated s…
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 lets customers find answers, submit tickets, and track their progress independently. Available 24/7, this port…
Deskpro's Social Media Integration connects support channels like Facebook, Twitter, and Instagram to the help desk platform. This lets agen…
Deskpro collects surveys and feedback after customer interactions to measure satisfaction and understand service quality. This approach iden…
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
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About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].