How Aquila Learning built a more connected support operation

Aquila Learning provides Learning Management software to high-profile, data-conscious enterprise customers and needed a support platform that could keep pace with the complexity of their operations.

Key Outcomes

• Connected support and engineering workflows through Shortcut integration
• Launched a centralized Help Center and customer portal
• Improved customer communication with AI-assisted email writing and sentiment tracking
• Created organization-wide visibility with shared support reporting dashboards

After outgrowing Asana, they chose Deskpro to connect support and engineering through Shortcut, launch a centralized customer portal, and automate customer communication. The result is a more scalable, visible, and collaborative support operation.

Connecting Support and Engineering Through Shortcut

Before Deskpro, Aquila Learning managed support requests in Asana; a task management tool that wasn’t designed for structured customer support.

This created several operational challenges. Support and engineering lacked visibility into each other’s work, meaning bugs could be fixed in development without the support team knowing. Agents had to manually check Shortcut to see whether issues had been resolved, and there was no meaningful reporting on support performance.

Reg Gray, Head of Support at Aquila Learning, explained: “One of the key pain points we had was knowing when development had fixed the bug and then alerting support.” After trialing Zendesk and Intercom, Aquila Learning ultimately selected Deskpro because of its integration with Shortcut. “We chose Deskpro mainly for its integration abilities with Shortcut.”

With guidance from the Deskpro team during onboarding, Aquila Learning implemented webhook-driven workflows that automatically sync development updates on Shortcut stories with support tickets. When engineers update the status of an issue in Shortcut, the linked Deskpro ticket is automatically updated and the assigned support agent is notified.

“It removed the challenge of support agents manually checking stories in Shortcut. It’s working incredibly well.”

This eliminated the need for manual status checks and created a seamless connection between support and development.

A Centralized Customer Experience

In December, Aquila Learning launched Deskpro to customers alongside a new centralized customer Help Center. Previously, release notes, installation files, and support communication were shared inconsistently through email, making it difficult for customers to find what they needed.

Deskpro allowed Aquila Learning to bring everything together in one place.

Customers can now submit structured support requests, access release notes through the Help Center's news section, and browse a growing knowledge base that includes embedded walkthrough videos. For customers running on-premise deployments, Aquila Learning also provides centralized “release packs” containing software downloads and installation documentation.

“We just send a link and they’ve got access to download the software and installation guides, all in one neat URL."

With the Help Center in place, customers can also track ticket progress themselves, reducing the need for constant update emails and creating a more transparent support experience.

AI-Powered Communication and Customer Insight

Alongside workflow automation and integrations, Aquila Learning has begun incorporating Deskpro AI into their daily support processes.

Using Deskpro’s managed AI connection, the team regularly uses AI-assisted writing to restructure and refine customer emails. When responding quickly to customer issues, agents can draft a response and have AI rewrite it into a clearer, more polished message. As Reg explains: “I use it daily to restructure emails or make them sound more customer-friendly when I’m in a rush.”

Deskpro’s AI-powered sentiment analysis also gives the team early visibility into customer frustration. Custom views highlight tickets where sentiment is trending negative, allowing the team to intervene quickly and resolve issues before they escalate.

“If a sentiment becomes angry or annoyed, I can pick that up or chase it with the assigned support agent straight away.”

By combining AI-powered writing assistance with sentiment monitoring, Aquila Learning is able to respond faster while maintaining high-quality communication with customers.

Scaling Support Across the Organization

What started as a support solution quickly expanded across the wider organization.

Customer Success Managers now use Deskpro to track enterprise issues, while product teams manage feature requests and communicate status updates through automated workflows. Engineers participate as light agents when collaboration is needed, and upgrade teams use custom routing and request types to handle specialized requests.

The internal impact has been significant.

“The move over to Deskpro has significantly improved day-to-day life.”

For the first time, the team also has structured reporting and dashboards that provide visibility across teams and leadership. “The fact that we’re able to effectively track it is brilliant.”

Why Deskpro

For Aquila Learning, flexibility was one of the key things that stood out about Deskpro.

Combined with responsive onboarding and support from the Deskpro team, Deskpro has enabled Reg and the team to build a support operation that matches the complexity and expectations of their enterprise customers, while giving internal teams the visibility and collaboration they were missing before.