Deskero

(20)
4.3 out of 5 stars

Deskero is an innovative help desk software, born from an innovative idea: creating a new kind of relationship with customers, that really focuses on their needs.

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Deskero Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

91%
(Based on 13 reviews)
Response Automation

Respond to common requests with standard reply

86%
(Based on 12 reviews)
SLA Management

Service Level Agreement Management

81%
(Based on 10 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 14 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

86%
(Based on 11 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

91%
(Based on 15 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

89%
(Based on 15 reviews)
Sales
Contact Management

Captures contact information of customers and prospects.

Not enough data available

Interaction Tracking

Captures interactions and communications between sales teams and customers.

Not enough data available

Lead Management

Compiles leads and related data while ranking them based on potential conversion rate.

Not enough data available

Opportunity Management

Tracks prospects based on their location in the sales pipeline.

Not enough data available

Gamification

Enables competition between a sales team by providing things like challenges and scoreboards.

Not enough data available

Marketing
Newsletters

Enables the creation and distribution of marketing newsletters.

Not enough data available

Email Campaigns

Provides tools such as budgeting and calendaring to orchestrate and execute an email campaign.

Not enough data available

Email Tracking

Tracks outgoing emails and enables users see if targets viewed an email.

Not enough data available

Marketing Analytics

Measures the effectiveness of marketing campaigns.

Not enough data available

Social Marketing

Provides functionality to execute marketing campaigns via social channels.

Not enough data available

Service
Ticketing

Enables customers to communicate issues via a ticketing system.

Not enough data available

Live Support Chat

Enables users to assist customers via live chat.

Not enough data available

Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

92%
(Based on 13 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

87%
(Based on 14 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

92%
(Based on 11 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

82%
(Based on 9 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

91%
(Based on 5 reviews)
Customer and Contacts Database

Central repository for account and contact information

87%
(Based on 9 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

91%
(Based on 8 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

89%
(Based on 8 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

78%
(Based on 11 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

84%
(Based on 10 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

85%
(Based on 10 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

77%
(Based on 9 reviews)
Reporting

85%
(Based on 12 reviews)
Dashboards

90%
(Based on 13 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

87%
(Based on 8 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 8 reviews)
Customization

81%
(Based on 11 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

90%
(Based on 12 reviews)
Internationalization

84%
(Based on 11 reviews)
Performance & Reliability

88%
(Based on 11 reviews)
Integration APIs

87%
(Based on 7 reviews)