Deskero

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.

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.

Clean and easy to understand / use interface.

Support and implementation went smooth and well documented.

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

Very easy to use
Easy to setup, adding external mail account for incoming mails.
Simple efficient layout. This is important when your agents are staring at it all day.
Auto allocation of incoming queries is very good.
Pricing is great

None really, we are on the entry package with a few agents and it has been working well for the last few months.