Deskero

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

Vorteile: 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.

Nachteile: 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"

Kommentare: 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.

Vorteile: 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.

Nachteile: 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"

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

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

"Finally an easy to set up and cheap service desk!"

Kommentare: No pressure to buy, genuine free trial that allows you to really see what the software is like, very cheap pricing and a system that allows you to do as little or as much as you want.

Vorteile: Very easy to set up but without lacking features. They have made it very easy to get the absolute basics set up to get you going and then you have the option to customise the set up as much as you want.

Nachteile: Nothing yet! its great. Pricing is good and support is great.

"Easy process to onboard ticketing system for our clients"

Kommentare: 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.

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

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