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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.

AI
June 18, 2026 9 min read
Knowledge base article on PTO policy beside a chat answering an employee's vacation question

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
Connected icons for drafting, suggesting and automatically sending help desk ticket replies

AI help desk software: The 10 best platforms compared

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 21 min read
Scales weighing AI and support features against security and cloud requirements

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
Student's broken laptop report classified as technical, assigned to IT and answered by a help desk agent

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
AI assistant tagging a customer's refund complaint with intent and sentiment labels

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
HR team member answering an employee's question in a ticket, with support channel icons alongside

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
Logos of best Jira Service Management alternatives for IT and customer support teams

Best Jira Service Management alternatives for IT & 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 14 min read
7 ways to improve support operations with automated help desk workflows

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

Help desk migration: How to switch platforms without disruption

A help desk migration moves tickets, contacts, agents, macros, and knowledge base content from one platform to another. Most migrations follow five phases: planning, data mapping, testing, running the...

Blog
April 2, 2026 12 min read
The support leader’s guide to sovereign data and AI

The support leader’s guide to sovereign data and AI

Your help desk vendor has just introduced new AI features that you’re excited to try out: you know that these features will automate repetitive tasks, help your support agents deliver better responses...

Compliance & Security
March 31, 2026 12 min read
Best help desk solutions for remote teams in 2026

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
Why is a help desk important for growing businesses?

Why is a help desk important for growing businesses?

The early stages of customer support for a startup or small business often look something like this: customers reach out to a single email address, and a small team–or single person–manage the request...

Blog
March 19, 2026 8 min read
Deskpro now available on the AWS European Sovereign Cloud

Deskpro now available on the AWS European Sovereign Cloud

AUSTIN, TEXAS – March 18, 2026 – Today, Deskpro, provider of the secure AI-powered help desk platform, announced that it is a partner for the AWS European Sovereign Cloud, a new, independent cloud for...

Announcements
March 18, 2026 3 min read
Smarter support: How regulated industries can adopt AI safely

Smarter support: How regulated industries can adopt AI safely

Support leaders know that AI has the potential to intelligently automate workflows, improve their first response and resolution time, and uplevel their customer experience (CX). But unfortunately, man...

AI
March 17, 2026 7 min read
Knowledge is power: Your help desk tickets should inform your AI

Knowledge is power: Your help desk tickets should inform your AI

When you get started with any large language model (LLM), you’re using an AI model that’s been trained on massive public data sets—but not your organization’s policies, processes, product information,...

AI
March 12, 2026 6 min read
10 best Intercom alternatives for modern customer support teams

10 Intercom alternatives in 2026 (with pricing compared)

Intercom is well known in the customer support world as a live chat leader. It’s a popular pick for support teams looking for real-time chat capabilities, outbound messaging, and a unified inbox acros...

Blog
March 10, 2026 21 min read
Best Zendesk alternatives for regulated industries

Best Zendesk alternatives for regulated industries

If you were to ask a group of support leaders to name the help desk platforms they’re most familiar with, Zendesk would likely be one of the most-mentioned. A long-time leader in the customer service ...

Blog
March 6, 2026 14 min read
Your Chatbot Is Only As Good As What It Knows: Why Grounded AI Matters in Support

Your chatbot is only as good as what it knows: Why grounded AI matters in support

AI chatbots are a common starting place due to the potential for immediate cost-saving and customer experience benefits. AI chatbots can understand natural language inputs and respond conversationally...

AI
March 4, 2026 7 min read