Full Features Comparison

An overview of our different plans, with all their specific features:
find which one works best for your business!

  Start Business Premium  
Per agent per month $0.00
1st agent
$30.00 $120.00  
Per agent per month
with annual payment
per agent per month per extra agents
$25.00 $90.00  
Support Channels
Web Ticketing Yes Yes Yes  
Email Yes Yes Yes  
Twitter   Yes Yes  
Facebook   Yes Yes  
Chat   Yes Yes  
Knowledgebase Yes Yes Yes  
Ticket management
One click reply Yes Yes Yes Quickly answer ticket directly from the ticket list, with a single mouse click
Take in charge   Yes Yes Manual handling of tickets, without the assignment rules, but with a classical queue management
Canned answers   Yes Yes Configure standard answers to your most common requests and save your time
Custom database fields   Yes Yes Add to your tickets any type of information field you might need for your specific business
Ticket custom tagging Yes Yes Yes Create personal tags to help you filter your tickets
Customizable ticket areas and groups Yes Yes Yes Define ticket areas (e.g. marketing, administration...) and group tickets (e.g. by product type) to simplify search and management
Top clients management   Yes Yes Flag specific customers and offer them prioritized management
Ticket configuration rules   Yes Yes Set custom rules to manage tickets and assign them to specific agents or groups of agents.
Ticket's activity log   Yes Yes Record any kind of activity related to each ticket: from agents, customers and system's events (scenarios, service levels, etc).
Ticket time tracking     Yes Track the amount of time spent on every ticket
Customize email templates   Yes Yes Edit and customize your email templates
Ticket merge   Yes Yes Guides you in merging different tickets into a single one
Save drafts Yes Yes Yes Deskero saves ticket drafts automatically
Spell checker Yes Yes Yes Each misspelled word is highlighted in red and immediately brought to your attention
Full text search Yes Yes Yes Search through your content with ease
Smart filters are available to search tickets Yes Yes Yes Search tickets by customer/company name, ticket categories and other properties
Smart filtering for email import Yes Yes Yes Import tickets from configured inboxes, filtering them through smart keywords (inserted in the subject or in the text)
Email attachments import Yes Yes Yes Automated import of any email attachment into ticket attachment
Attachments limits (per file) 2 10 20 in megabytes
Spam filtering     Yes Filter tickets based on specific criteria
Instant chat tickets   Yes Yes Real-time chat on your support portal, that can be immediately converted into a ticket
Internal agents     Yes For each agent, get a free access to an internal agent, to help and supervise the work
Images, videos and attachments Yes Yes Yes Quickly insert images, embed videos and attach every type of file into your tickets and your replies
Standard/compact view Yes Yes Yes View tickets the way you like - switch from Standard to Compact view or vice-versa to organize tickets better
Link chat conversations   Yes Yes Link customer tickets with their chat conversations
Archive tickets Yes Yes Yes Archive processed tickets, to focus on the current work and to clear your inbox
Agent signatures Yes Yes Yes Agents can setup default signatures
Agent collision detection     Yes Real time notification to agents when another agent is simultaneously replying or modifying a ticket
Desktop notifications (supported by four major browsers)   Yes Yes Get an alert when there is a new ticket or a response
Forward to external agents     Yes You can forward the ticket to external agents without a Deskero account, enabling them to collaborate to the ticket's management.
Forward to external people     Yes Forward the ticket to external people without a Deskero account.
Integration with Microsoft Outlook     Yes Transform Outlook emails into Deskero ticket with a couple of clicks of your mouse. You can also assign them to specific categories, areas or agents, right from your favorite email client.
Email notification delivery status     Yes Check the status of every email notification you send, and immediately re-send it in case of error.
Notes on closed tickets     Yes You can add internal notes while closing a ticket, to share insights between agents.
Custom ticket status     Yes Create custom statuses for your tickets: scenarios, service levels and reports will automatically adjust to your tailor made settings.
Custom ticket priority     Yes Create custom priority levels for your tickets: scenarios, service levels and reports will automatically adjust to your tailor made settings.
SMTP/Deskero email Yes Yes Yes Send your email replies either through our system (Amazon AWS) or through a custom SMTP server.
Chat widget for your websites   Yes Yes Chat directly from your website through a simple plug & use chat widget (Javascript or Popup window), then quickly convert any chat session into a ticket
Mobile Friendly   Yes Yes Optimized to work with mobile browsers
Track visitor navigation history   Yes Yes Track everything that customers see on your webiste
Customize look and feel   Yes Yes Personalize your widget by editing text, colors, buttons and borders
Chat Groups     Yes Organize your incoming chat requests into different groups
Custom Greetings     Yes Greet your visitors with custom messages
Greetings delay     Yes Choose whether you want to greet visitors instantly or with a time delay
Sound alerts   Yes Yes Deskero alerts every time a message is sent by customers so agents need not worry while multi-tasking
Desktop notifications (supported by four major browsers)   Yes Yes Alerts agents when there is a new chat or a message
Attention grabber     Yes Grab the attention of your web site's visitors adding a custom image like your own logo or a photo.
Real time chat analytics   Yes Yes Real time chat analytics can instantly track all incoming chat requests, without converting them into tickets.
Chat queue   Yes Yes A chat queue with all incoming chat requests is automatically created, and can be used by your agents to track and choose the conversations to engage.
Send and receive Text Messages   Yes Yes Deskero natively supports MySMS and helps you answer customers real time. Any text message sent by customers to your phone number will automatically convert into ticket. Agents can reply, track and manage them from the support portal like any another ticket
File attachments   Yes Yes Deskero allows file attachments from customers which will be synced with original tickets. Files can also be attached via dashboard and send to customers via SMS channel.
Knowledge base
Knowledge base creation from ticket stories   Yes Yes Create a knowledge base item starting from a ticket reply
Ticket reply from a knowledge base solution   Yes Yes Insert reference to a knowledge base item in a ticket
RTE and HTML editor Yes Yes Yes Switch from rich text editing to HTML or vice-versa
Full text search Yes Yes Yes Search through your content with ease
Save drafts Yes Yes Yes Deskero saves articles drafts automatically
Customers proposals   Yes Yes Customers can send in suggestions and proposals
Knowledge base groups and areas Yes Yes Yes Create different categories to organize your knowledge base
Download areas Yes Yes Yes Create knowledge base areas where customers can download any type of file or document
Internal knowledge base   Yes Yes Configure a private knowledge base for your internal team
Knowledge base on Facebook   Yes Yes Share a knowledge base item on Facebook
Knowledge base on Twitter   Yes Yes Share a knowledge base item on Twitter
Customer management
Auto sync customer form Yes Yes Yes Automatically add & sync new contact data to the customer form, each time he contact you on a new channel
Customer CC     Yes Add additional addresses to send carbon copies of a ticket response
Custom data fields Yes Yes Yes Add to your tickets any type of field that might be useful to your specific business
View all company tickets Yes Yes Yes View all tickets within a company
Conversation history   Yes Yes Create a unique chronology of tickets and replies, on any available channel, to collect and automatically save each conversation with a client
Scenario execution
Predefined scenarios     Yes Predefined automated functions that manage the most common ticket situations
Customizable scenarios   Yes Yes Create personal business scenario specific for you company
English, French, Spanish, Italian, German, Hindi, Telugu, Russian, Chinese (mandarin), Portuguese, Brazilian, Arabic 1 Yes Yes Soon also: Japanese, Dutch, Norwegian, Finnish, Swedish
Multi-lingual content for customer portal   Yes Yes Create and manage multi-lingual content for the customer portal
Smart social integration
Facebook import   Yes Yes Create ticket from post on Facebook wall on configured Facebook pages and accounts
Facebook private messages import   Yes Yes Create ticket from private messages on configured Facebook pages and accounts
Reply to specific Facebook comments Yes Yes Yes Directly reply to specific comments of a Facebook thread.
Twitter mentions import   Yes Yes Create ticket from mentions on configured Twitter accounts
Import mentions via
Social monitor
  Yes Yes  
Twitter DM import   Yes Yes Create ticket from direct messages on configured Twitter accounts
Social monitoring
Search and monitor social activity   Yes Yes Track specific keywords through search on any supported social network
Track your products or brand name   Yes Yes Track products or brand names through search on any supported social network
Track your competitor activity   Yes Yes Track keywords and names related to your competitors through search on any supported social network
Social customer engagement   Yes Yes Engage customers by replying directly to their tweets or post and converting them into tickets: answer them before they ask!
Convert social conversations into tickets   Yes Yes Track social activity and convert any conversation into a ticket
Portal customization
Domain mapping     Yes Use your personal domain to create a more customized feel
Colors & logo customization Yes Yes Yes Personalize your help desk interface using your personal logo and brand color palette
Customer web portal Yes Yes Yes Create a web portal for your customers to insert tickets and visualize knowledge base items without having to register
Customer portal per product     Yes Create specific web portals for each product and manage them through the same platform
Custom email domain     Yes  
Service level management
Simple level targets   1 Yes Identify personal service level targets
Advanced level target     Yes Configure advanced service level targets
Custom missed targets actions     Yes Configure specific missed actions that trigger alerts
Business days & hours   Yes Yes Define specific business hours to evaluate your team’s service level
20+ pre built reports Yes Yes Yes Measure and visualise your ticket, agent and overall performance
Social reports Yes Yes Yes Measure and visualise your social customer care performance
Export to JSON/XML Yes Yes Yes Export all data regarding agents, customers, tickets and knowledge base in JSON or XML format
Export ticket time entries in CSV/ Microsoft Excel     Yes Export the ticket chronology in CSV/Microsoft Excel
Export customer conversation in CSV/ Microsoft Excel Yes Yes Yes Export each customer conversation in CSV/Microsoft Excel format
Custom data export     Yes Create and save custom reports, choosing which fields you want to include and on what conditions.
Restricted access     Yes Restrict access by specific IP address
SSL encryption Yes Yes Yes SSL encryption of data transmission using HTTPS sessions
SSL certificate hosting     Yes Host your own SSL certificate for encryption on our web server
Remote authentication/ SSO (Single Sign-On)     Yes Use your company SSO (Single Sign-On) system to maintain your own access’ credentials
Fully configurable permissions Yes Yes Yes Define each agent and customer permission to handle tickets, knowledge base, to track time, to chat with users, etc.
Configurable password policy     Yes Set specific global rules for your password policy
Deskero relies on the Amazon AWS's cloud infrastructure, certified by E.U. - Safe Harbor Yes Yes Yes  
Dedicated cloud infrastructure     Yes  
API & data portability
Restful API   Yes Yes You can read, insert, delete and modify all your customer, ticket, knowledge base and agent data
Import customer data   Yes Yes Import customer data in CSV / XLS format
Webhooks     Yes Allow constant synchronization between Deskero and any external database through an automated set of calls.
iPhone and iPad App Yes Yes Yes Always there for customer… wherever you are!
Android App Yes Yes Yes Android App on Google Play
Windows Phone Yes Yes Yes Windows Phone App | Windows 10 App
Product Support from Deskero
Self-service through knowledge base Yes Yes Yes Free access to our support material on the website & to our knowledge base
Self-service through web portal Yes Yes Yes Access to our support site when you can get in contact through our own internal ticket system
Email Support   Yes
Phone Support     Yes
First Configuration     Yes Personalized configuration with the help of our team. Free for 3+ agents.