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 workspace. It’s a great way to break down silos between specialized support teams, bring all your customer interaction context into a single platform, and improve your omnichannel experience.

What is KrispCall?

KrispCall is a cloud-based business phone system that lets you instantly set up virtual phone numbers, make and receive calls, send and respond to texts, and automate follow-ups. You can get international phone numbers in over 100 countries, allowing you to equip distributed support teams and serve global customers without investing in physical infrastructure.

With pricing starting at $12/user/month, KrispCall is a strong fit for small and mid-sized support and contact center teams looking for an affordable voice and SMS solution. It’s also a good option for growing startups and technology companies that want to add voice support, as well as remote and distributed companies that need to support employees and customers around the world.

What you get when you integrate KrispCall and Deskpro

When you connect KrispCall with Deskpro, you get:

• Click-to-call, inbound calling, and SMS from your help desk. Using the KrispCall Dialer Chrome extension, agents can make and receive calls via KrispCall within the Deskpro platform. They can also send and receive SMS within Deskpro, eliminating the need to switch between platforms for different types of customer communications.
• Automatic ticket logging. Deskpro automatically logs calls and messages as tickets, making it easy to track conversations and follow up with customers. Recordings, voicemails, and any notes an agent took during a call are also attached to tickets, keeping the full context of the interaction in one place.
• Caller context. When a call comes in, agents can instantly see who is calling, along with their history and related tickets.
• Call activity tracking. Records of call duration, timestamps, and outcomes live in Deskpro, feeding into omnichannel reporting.
• A unified workspace. Requests from all your support channels–voice, SMS, email, social, chat, contact forms–become tickets in a single platform, making it easier to manage conversations and meet SLAs.

Benefits of integrating KrispCall and Deskpro

Connecting KrispCall and Deskpro unites your contact center and help desk workflows and gives your team leaders a clearer view of what's happening across support channels.

• Less context switching for agents. Agents handle calls, texts, and tickets from one interface, so they're not jumping between a phone system and a help desk to piece together a conversation. Because every interaction lives in the same place, it's also easier for agents to collaborate, pick up where a teammate left off, and keep work moving.
• Faster, better-informed follow-ups. When an agent returns a missed call or follows up on an open issue, they can review the previous call log, along with any call notes, voicemails, or related tickets so they know exactly where to pick things up.
• A consistent experience for customers. If a customer calls after sending an email, the agent who answers already has the full history in front of them. The customer doesn't have to repeat themselves, and they get the same quality of service whether they reach you by phone, SMS, email, or chat.
• Stronger omnichannel reporting. Because the Deskpro x KrispCall integration lets you log calls and SMS as tickets, you can build customer reports for these and all other connected support channels. That gives contact center and support leaders the data to spot trends, understand how customers move between channels, and make informed decisions about the experience they're delivering.

A true omnichannel experience

If you’re using KrispCall and Deskpro, it’s time to bring them together with our integration. Eliminate the double work, context switching, and the silos that occur with disconnected customer support systems. Turn requests from every support channel into tickets in your help desk so every customer conversation carries its full history no matter where it started or where it packs back up. That’s what true omnichannel support looks like: a single, connected view for your team and a consistent experience for your customers.

Read more about Deskpro’s integration with KrispCall, or contact us to learn how to get set up.

FAQs

If I’m already using Deskpro and KrispCall, does it cost anything to integrate them?

There’s no additional cost for Deskpro and KrispCall customers to begin using our integration. If you are a Deskpro customer who is considering KrispCall, you can get started on an Essential plan for $12/user/month. If you’re a KrispCall customer who is considering adding Deskpro, you can get started on a Team plan for $39/user/month.

How do I integrate Deskpro and KrispCall?

You can connect Deskpro to KrispCall via the Integrations section under Settings in KrispCall. After clicking on Integrations, you can search for Deskpro and click the Connect button. See step-by-step instructions here.

How will connecting KrispCall to Deskpro impact my current call flows, routing, or numbers?

You can connect KrispCall and Deskpro without any disruption to your call flows, routing, or numbers. Agents can download the KrispCall Dialer Chrome extension to make and receive calls directly in their Deskpro workspace, without changing anything that’s been set up in KrispCall.

Who should use the Deskpro and KrispCall integration?

Integrating Deskpro and KrispCall is an easy win for teams who already use both platforms and want full visibility into the customer experience across support channels. Connecting the two platforms is also a good solution for teams tackling the challenges of manual call logging, disconnected contact center and help desk workflows, and customer journeys that frequently span multiple support channels.