Deskpro Blog | Madeline Jacobson

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Compliant help desk software: A guide for regulated teams

Ask a hospital IT director, a bank's compliance officer, and a city government CIO what "compliant help desk software" means, and you'll get three answers. For the hospital, compliance means HIPAA: bu...

July 10, 2026 13 min read

Help desk icons with lines extending from an on-premise data center

Self-hosted help desk software: Best on-premise solutions for data control

While SaaS help desks hosted in the public cloud are often positioned as the default, they aren’t even in the consideration set for many support teams in regulated industries or regions with strict da...

June 30, 2026 14 min read

How Deskpro and KrispCall power omnichannel support

If you’re using–or thinking about using–KrispCall as your telephony system, we’ve got good news: you can integrate Deskpro and KrispCall to bring voice, SMS, and ticketing into a single help desk work...

June 24, 2026 5 min read

Deskpro named a 2026 CODiE Award finalist

We’re proud to announce that Deskpro Private has been named a Finalist in the 2026 CODiE Awards in the Best Customer Service Solution category.

June 22, 2026 2 min read

On-premise help desk software: What it is, who needs it, and how to choose

Most help desk software today is cloud-based by default, and for the majority of support teams, that works fine. You get fast setup, automatic updates, and a vendor who handles the infrastructure so y...

June 18, 2026 13 min read

Laptop screen with icons indicating automated help desk actions

Custom ticketing automation: Benefits and capabilities guide for 2026

We’re willing to bet you didn’t enter the support field because you love answering repetitive questions and manually routing requests, and your team members probably didn’t either. Yet on most custome...

June 18, 2026 12 min read

Enterprise help desk software: What to look for and what to avoid

An enterprise’s help desk needs look a lot different than SMBs’. While a small business might be able to get by with a basic ticketing system, or even a shared email inbox, enterprises need a service ...

Blog

June 18, 2026 10 min read

Icons depicting AI, a laptop computer, and a cloud security alert with a shadow around the edges

The risk of shadow AI in customer support (and what to do about it)

Has your organization approved specific AI models and invested in AI-powered software for your support team? If not, there’s a good chance your support agents are using AI anyway.

June 18, 2026 9 min read

Benefits of AI in HR: How AI is transforming people ops

We’re willing to bet you didn’t get into HR to spend your workdays on administrative tasks. But that’s where the majority of time goes for HR professionals. Research shows HR professionals spend most ...

May 29, 2026 12 min read

Best help desk software with AI automation in 2026

If you’ve researched help desk software recently, you know that AI automation has become a standard offering from just about every vendor. Help desk providers regularly tout AI copilots to make your a...

May 26, 2026 16 min read

The AI help desk buyer’s guide for regulated industries

A support team leader at a bank has been evaluating AI-powered help desk software, looking at solutions from both a feature set and compliance perspective. She’s narrowed down her shortlist to a top c...

May 21, 2026 18 min read

Best help desk software for schools: Why Deskpro is built for education

IT and internal support teams at universities and K-12 schools face some unique challenges: they must manage requests from students, teachers, administrative staff, and parents simultaneously, often w...

May 15, 2026 9 min read

Questions to ask AI help desk solution providers

If you’re in the market for a help desk, you’ll be hard-pressed to find a vendor that isn’t actively promoting their AI capabilities. At this point, having AI is table stakes: what matters is whether ...

AICustomer Support

May 7, 2026 12 min read

From basic conversations to HR workflows: Replacing Personio Conversations with Deskpro

HR software company Personio is retiring Conversations, their HR ticketing system, at the end of June 2026. Their plan is to transition customers to Personio Assistant, an AI chatbot intended to defle...

Alternatives

May 5, 2026 3 min read

Replace Jira Service Management Data Center with Deskpro Private

When cloud isn't an option: Replacing Jira Service Management Data Center with Deskpro Private

Jira Service Management is going cloud-only. You don’t have to. Atlassian is sunsetting Jira Service Management (JSM) Data Center, its on-premise help desk product. They stopped selling new licenses i...

Alternatives

April 30, 2026 13 min read

Best Jira alternatives for IT and customer support teams

For enterprises looking for a cloud-based ITSM-only solution, Jira Service Management (JSM) is a solid choice. However, if you’re looking for a ticketing solution for both your IT and customer support...

IT Support

April 15, 2026 13 min read

7 ways to improve support operations with automated help desk workflows

If your support team is relying on fully manual processes to manage their workload–from triaging tickets to writing individual responses for every ticket–it’s not sustainable. And it’s not a good expe...

Customer Support

April 9, 2026 10 min read

Help desk migration: How to switch platforms without disruption

Your current help desk is no longer working for you and your support team. You know you need to make a switch, but you’re not looking forward to the help desk migration process. You’ve got years’ wort...

Blog

April 2, 2026 10 min read

The support leader’s guide to sovereign data and AI

This situation is becoming common for support leaders in regulated industries or government agencies in countries with strict data sovereignty requirements. Governments around the world are becoming i...

Compliance & Security

March 31, 2026 12 min read

Best help desk solutions for remote teams in 2026

Remote work arrangements reached an all-time high during the covid pandemic and have tempered a bit due to return-to-office mandates, but a significant percentage of businesses are still treating remo...

Blog

March 25, 2026 11 min read