Testimonials

With very specific business needs our organization required a ticketing system for 40+ agents that was powerful yet remained user friendly. In particular we had extensive requirements regarding reporting, custom field data, messaging processes and the front end web-portal.

After an exhaustive search we found that DeskPro provided the most functionality at an appropriate cost. We have been pleased with how intuitive the system is: setup was extremely rapid and we have been able to quickly customize to meet our evolving business demands. We have definitely taken advantage of the many features of the product: easy searches, ‘Quick Replies’, the powerful knowledge base which allows you to educate users on the most frequently asked questions of your product, tasks and reminders, and many others.

Working with DeskPRO’s technical team is always a wonderful experience. They are quick to answer any questions we have and address our concerns promptly. In addition we initiated a custom development project which was successfully delivered by the DeskPRO team – fully meeting our organization’s needs. All in all, we are very pleased to be working with DeskPRO and will continue to recommend them to others.

Pure support handles around 45000 emails a year across 4 different languages, and DeskPro has provided Pure with all the tools necessary to handle our end user communications efficiently and quickly. Our technician response times are up due to the ease of use of DeskPro’s technician front end, and our incoming quantities are down due to the efficient self-service nature of DeskPro’s customer front end knowledge base.

DeskPro has delivered a perfect environment to allow our users to grow and my technicians to progress, and all at fantastic value too. 10/10

Pure is the world’s leading manufacturer of wireless music and internet radio systems, the number one supplier of digital radios in Europe and Australia, and the creator of the Evoke-1S, the world’s most popular and iconic digital radio . Pure leads the way in wireless music systems and cloud services with the Pure Lounge portal.

My company supports over a dozen different software products. We have 10 technicians who handle close to 700 tickets a month, many of which can cover complicated technical issues that require a lot of back-and-forth dialog with our users and testers. When we decided we needed a new helpdesk system, we looked at dozens of options. DeskPro was the only option that met all of our criteria. We’ve been using it for a year now, and we couldn’t be happier with it.

DeskPro is a reliable tool that allows us to handle complicated customer interactions efficiently. Techs can see at a glance exactly what tickets need handling, and the workflow for responding to tickets is intuitive and easy for new techs to learn. The customizability of DeskPro is far beyond any of the alternative helpdesk systems we looked at, and the customizations are easy enough for a non-technical person to make. We regularly customize categories, workflows and custom fields in a way that let’s us track which products, and types of incidents, are generating the most tickets, and we use that information to build our knowledgebase, quick replies and ultimately our product development priorities. When we have run into questions about using the system, DeskPro support have been very responsive and helpful.

DeskPro has improved the efficiency and quality of service we are able to provide for our customers. It’s an invaluable tool that I recommend highly.

Upon taking the helm of the National Energy Services support department at a time where our product range and customer base was increasing, it was plainly clear that the support software in use at the time was not up to the job that would be required. After looking around at various product offerings from a multitude of vendors, we decided upon using DeskPro for our helpdesk and have not looked back since.

Handling around 1000 tickets a month, DeskPro is a valuable and reliable business tool for us that is quick and easy to use from both a customer and technicians perspective. The ability to create knowledgbase and news articles to allow our customers to “self help” is invaluable as it reduces the strain on my technical staff resource and allows us to confidently meet to our SLA’s, which can of course all be tracked from the in built reporting features of DeskPro.

During initial set up and ongoing use of DeskPro, I have had the need to contact DeskPro themselves for support on their product and I’m pleased to say that all my questions have been met with professional, friendly responses that have exceeded my expectations in terms of speed of response, accuracy and clarity of answers.

All of this, combined with the added flexibility that allows customisations to tailor DeskPro to our specific requirements makes Deskpro a product that I can happily recommend to others.