Deskpro Blog

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

Madeline Jacobson — Tue, 30 Jun 2026 15:51:35 GMT

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 data sovereignty requirements. For these teams, self-hosting is often the best path for maintaining data residency, navigating compliance, and protecting sensitive information.

How Deskpro and KrispCall power omnichannel support

Madeline Jacobson — Wed, 24 Jun 2026 14:41:25 GMT

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.

Deskpro named a 2026 CODiE Award finalist

Madeline Jacobson — Mon, 22 Jun 2026 15:44:27 GMT

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.

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

Madeline Jacobson — Thu, 18 Jun 2026 14:53:13 GMT

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 your team doesn't have to. But for organizations in regulated industries or with strict data governance requirements, cloud-only isn't always an option. When a compliance team rules that customer data can't live on a third party's shared servers, the default model stops working.

Custom ticketing automation: Benefits and capabilities guide for 2026

Madeline Jacobson — Thu, 18 Jun 2026 14:40:12 GMT

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 customer support and IT service desk teams, this is the work that takes up the most time. Not only is that frustrating for the team members handling support requests, but it often leads to slow response times and creates negative employee and customer experiences.

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

Madeline Jacobson — Thu, 18 Jun 2026 14:40:04 GMT

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 desk to manage large support teams, high ticket volumes, multi-department workflows, and strict security and compliance requirements. Help desk software that is built for a general audience doesn’t always scale neatly to enterprises, especially those in regulated industries.

Why so many support systems become “Frankenstein” help desks

Lara Proud — Thu, 18 Jun 2026 14:39:57 GMT

Support setups don’t suddenly break, but they can slowly become harder to manage as workflows, teams, channels, and automations grow over time. Explore why support systems become fragmented, how migrations often expose operational issues that already existed underneath the surface, and what teams should map out before rebuilding or scaling their support operations.

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

Madeline Jacobson — Thu, 18 Jun 2026 14:39:48 GMT

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.

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

Madeline Jacobson — Fri, 29 May 2026 11:00:00 GMT

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 of their time on administrative and compliance-related tasks, rather than on the more strategic employee experience work.

Best help desk software with AI automation in 2026

Madeline Jacobson — Tue, 26 May 2026 11:00:00 GMT

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 agents’ lives easier, chatbots to deflect tickets, and intelligent triaging of incoming requests. If “has AI” is one of the requirements for your vendor shortlist, you’re not going to narrow that list down much.