Deskero

4.2
(29)

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

88%
(Based on 20 reviews)

Response Automation

Respond to common requests with standard reply

85%
(Based on 19 reviews)

SLA Management

Service Level Agreement Management

81%
(Based on 15 reviews)

Attachments/Screencasts

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

81%
(Based on 20 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

84%
(Based on 17 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

88%
(Based on 22 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 22 reviews)

Communication Channels

Customer Portal

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

90%
(Based on 19 reviews)

Email to Case

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

86%
(Based on 21 reviews)

Chat/Live Support

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

88%
(Based on 17 reviews)

Social Integration

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

81%
(Based on 14 reviews)

Call Center

Make, Receive, and Record Calls

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

82%
(Based on 10 reviews)

Customer and Contacts Database

Central repository for account and contact information

84%
(Based on 14 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

83%
(Based on 13 reviews)

Call Scripting

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

n/a

Interactive Voice Response (IVR)

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

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

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

78%
(Based on 16 reviews)

Ideas/Feedback

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

82%
(Based on 14 reviews)

Q&A

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

84%
(Based on 14 reviews)

Reporting & Analytics

Social Monitoring

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

78%
(Based on 15 reviews)

Reporting

83%
(Based on 18 reviews)

Dashboards

87%
(Based on 19 reviews)

Platform

ITIL Compliance

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

n/a

Mobile User Support

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

83%
(Based on 13 reviews)

Customization

78%
(Based on 17 reviews)

User, Role, and Access Management

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

87%
(Based on 18 reviews)

Internationalization

81%
(Based on 16 reviews)

Performance & Reliability

88%
(Based on 17 reviews)

Integration APIs

81%
(Based on 11 reviews)