DeskPRO - Web and Email Helpdesk Software

Welcome to DeskPRO

DeskPRO is a customer relationship management system. The major components of the product include a ticket system with email integeration, knowledgebase, teamwork tools and extensive reports and statistics features.

DeskPRO has features that can be tailored to suit every business. You can create the perfect helpdesk using customizable categories, priorities, workflows and custom fields.

Ticket System

The heart of DeskPRO is the ticket system where your customers can submit questions for your technicians to answer. Our system is uniquely efficient, allowing your staff to quickly navigate all tickets in the system. With advanced searching, saved search criteria, custom listings, email notifications and even RSS feeds -- your customers will be amazed at your response times.

Learn more about ticket features.

Knowledgebase System

Use DeskPRO's knowledgebase to create help articles, offer file downloads, or step-by-step troubleshooter guides. DeskPRO can even notify your customers of articles that look similar to their tickets -- allowing you to solve problems without lifting a finger.

Learn more about self-help features.

Teamwork

Communication between technicians is key. DeskPRO has an integrated forum and a built-in private message system to make it easy for your staff to communicate. You can clearly convey events with the calendar, or set up tasks with due-dates that must be completed. DeskPRO even has a collaborative help section where you can keep internal documentation.

Learn more about teamwork features.

Reports

DeskPRO includes a sophisticated reporting system that allows you to visually see what is going on with your helpdesk. Generate bar graphs, pie graphs and frequency tables on a number of criteria. If the built-in reports aren't enough, you can create custom reports using any criteria available including any custom fields you might define.

Learn more about reports features.

All-in-one

DeskPRO is an all-in-one solution. Our product takes all of the most important aspects of customer support and relations and bundles it into a single, integrated and easy to use package. Many other products only perform a tenth of what DeskPRO can.

Learn more about DeskPRO's benefits or features.

Email Integration

Customers love to use email. DeskPRO includes an email gateway that converts emails to tickets transparently. You can even configure the system so that your customers never know about DeskPRO at all.

The email gateway also works for for your technicians. They can get email notifications in their inbox or smartphone, and reply to have their messages added to users tickets.

Learn more about email integration.

Efficient Workflow

DeskPRO is built to make your technicians as efficient as possible: advanced searching, email notifications, RSS notifications, integrated anti-spam filters, rich text editors and more. Your team spends time doing what matters.

Mass-Ticket Processing

Every ticket search page includes controls to process all listed tickets at once. For example, you can change categories or assign to technicians for 20 tickets in just a few clicks. You don't need to load the full ticket just to change properties. You can even reply to tickets from this page.

Quick Replies

DeskPRO allows you to define "Quick Replies", also commonly referred to as "Canned Replies". These are pre-written snippets of text that you can insert into the ticket reply area with just a single click.

Every tech can define his or her own quick replies, but you can also define global quick replies that everyone can use. These replies can contain any text you want, including a set of variable replacements for things like username, email address or real name.

Saved Searches

DeskPRO's searching system is advanced but remains easy to use. Still, you might find yourself searching for the same thing over and over. To increase your productivity, DeskPRO allows you to save search criteria as a "Saved Search" so you can perform it again in just a few clicks.

Along with search criteria, you can also define "views". Views declare what sort of information you want to list on the results page. By default you see things like the ticket subject, username and date. But maybe you want to show a custom field?

Live Chat Plugin

Impress your customers by answering their questions instantly with one-on-one chat. The Live Chat plugin is a browser-based chat plugin that anyone can use -- no special software like Java or Flash required.

With advanced link-tracking features, your techs can see who is browsing your website and which pages. Increase sales by initiating pre-sales chats with potential customers.

Learn more about the Live Chat plugin.

Manual Creator

Create sophisticated manuals for your customers. These manuals can be viewed and searched online, or you can provide the option to download entire manuals for use offline.

Learn more about the Manual Creator plugin.

Sub-Techs

This plugin allows you to delegate limited ticket-handling abilities to normal users. This is ideal in scenarios where there are many users of a particular company, and that company wants first-go at handling their own users questions. If the problem is still unresolved, the sub-tech can escalate a ticket to your real technicians.

Learn more about the Sub-Techs plugin.

Desktop Notifier

The Desktop Notifier is a Windows applications that your technicians run on their PC. Whenever there are new tickets that need attention on your helpdesk, the application pops up a small notification window to alert the technician.

Increase your response times by decreasing the time it takes for your techs to know about new tickets.

Learn more about the Desktop Notifier plugin.

Pricing

We have licenses and pricing that suits any business, from small to enterprise level.

Learn more about Licensing and Pricing.

Optional Renewals

When you purchase a license, you own it forever. You can run DeskPRO indefinitely from that point on.

To gain access to new versions and continued support, you pay a small yearly "members area" fee. However this is completely optional. You only have to pay when you're ready to upgrade or need to contact technical support.

Learn more about licensing.

Plugins

Plugins are sold separately as "addons" to your DeskPRO License. Here are the pricing details:

· Live Chat from $95 (depends on your license)
· Manual Creator is $245
· Desktop Notifier is $10 per license
· Sub-Techs is $995

Support

We are committed to providing helpful, quick responses to all support inquiries. We have experts living around the world that cover most timezones and are ready to answer your questions. Most inquiries are handled within 1 business day of submission -- usually much less.

Learn more about our Support.

Involved

We like to get involved with our customers. We regularly listen to feedback and implement new features based on what you have to say.

Our developers love to help out, too. If you have a strange problem, it's not uncommon for a developer to talk with you directly. Have technical questions? Server problems? We'll try to help you out even if your question is not directly to do with DeskPRO.

Resources

Get help via our own helpdesk or forums. Browse our knowledgebase or download our manuals.

Want to know more? Get the inside scoop by subscribing to our Developers Blog or keep an eye on our bug tracker.

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