Deliver exceptional experiences with Deskpro

Our spectrum of features and customizable components lets you create your ideal helpdesk platform that exceeds support expectations.

Automation

Save time and reduce costs with intelligent helpdesk automation tools.

Auto-Responder

Customize automatic email replies for each of your departments and provide holding responses.

Escalations

Run global actions on the helpdesk to prioritize tickets after a pre-defined period of inactivity.

Follow Ups

Automatically run specific actions or set reminders to occur after a period of time has passed.

Macros

Schedule or run a series of pre-defined actions at the click of a button.

Mass Actions

Apply the same action to multiple tickets simultaneously without having to update them individually.

SLAs

Create universal targets for replying to and resolving tickets in the helpdesk.

Snippets

Create a library of canned responses to insert into replies that can be personalized per customer.

Ticket Assignment

Assign tickets to specific agents, teams, or departments manually or automatically with triggers.

Triggers

Build event-based workflows that can automate actions across your helpdesk.

Urgency

Automatically or manually assign an urgency score to tickets to prioritize important issues.

Chat

Resolve users' issues in real time with in-built live chat software.

Chat Departments

Control which agents can access chats in line with usergroups and agent permissions.

Chat Embedding

Embed the chat widget on your website to connect with customers from anywhere.

Chat History

View all open and closed chats from a user from their profile in the agent interface.

Chat Tickets

Chats automatically create tickets so you can follow up if the problem isn't resolved at that moment.

Custom Chat Fields

Set up custom fields to record additional information about chats, as they're occurring.

Live Chat

Communicate with customers in real time with our web-based live chat software.

Messenger

Connect with customers and resolve issues in real time with fully integrated live chat.

Multi-Agent Chat

Invite colleagues into live chats to team up on support and resolve users' issues.

Multilingual Chat

Support chats in multiple languages and route conversations to agents with specific language skills.

User Blocking

Block customers for 24 hours if they're spamming or abusing the chat function.

User History

View each customer's entire history of tickets, chats, and more with the helpdesk.

Collaboration

Team up on support. Deskpro makes collaborating with colleagues simple, so you can focus on solving tickets.

@mentions

Add an internal note and @mention colleagues to notify them that you need their help.

Agent Notes

Communicate directly with other agents within an open ticket using private internal notes.

Call Distribution

Distribute calls to agents with our round robin, based on a simple queue or least utilized model.

Departments

Divide the helpdesk into groups that represent your organization and control their access.

Multi-Agent Calls

Add other agents to calls, or send calls to agents with warm and cold transfer options.

Multi-Agent Chat

Invite colleagues to live chats to work together to provide the best support.

Round Robin Assignment

Automatically distribute tickets, chats, and calls to agents evenly as they come into the helpdesk.

Team Messaging

Allow agents to communicate and collaborate within the helpdesk instantly.

Ticket Followers

Keep track of tickets by following them, and get notified about updates without being assigned.

Ticket Locking

Communicate to agents when you're working on a ticket, to prevent them from editing.

CRM

Build meaningful and accurate pictures of every customer and organization.

Banned Users

Block email or IP addresses to stop spam or abusive users from contacting your helpdesk.

CRM Rules

Create rules that automatically associate customers with organizations based on email domains.

Custom CRM Fields

Create custom fields for User and Organization records to store highly-specific information.

Merging Profiles

Combine multiple or duplicate customer records into one with the handy merge user tool.

Organization Profiles

Record and track the organizations that your users are associated with.

Registration

Define how users are able to create new accounts associated with your helpdesk.

User Profiles

Create and manage profiles for every individual that contacts your helpdesk.

Usergroups

Add customers to groups that determine what content and parts of the helpdesk they can access.

User History

View each customer's entire history of communications with your helpdesk.

User Satisfaction

Collect feedback after ticket responses to see what your customers think of your service.

Customization

Construct a helpdesk and Help Center that perfectly fits your organization's needs.

Automatic Routing

You define your new ticket triggers that route incoming tickets and carry out custom actions.

Agent Permissions

Determine what agents can view and interact with on your helpdesk with custom permissions.

Configure Triggers

Create custom trigger behaviors by modifying the default triggers or building your own.

Custom Branding

Created custom-branded Help Centers to represent your brands or products.

Custom Domains

Customize your helpdesk URL. On-Premise customers can choose their exact URL and IP address.

Custom Fields

Define custom fields for tickets, users, and organizations to store highly-specific information.

Date & Time Settings

Create custom working days and customize the date format that your helpdesk uses by default.

Email Templates

Create email templates that are tailored to your customers' specific user journeys.

Ticket Lists

Build custom lists of tickets with intuitive filters to help view, manage, and work on tickets.

Widgets & Apps

Create custom widgets and apps for the helpdesk using HTML and JavaScript.

Email

Effortlessly track, prioritize, and solve every email within a single ticketing system.

Action Codes

Trigger helpdesk actions when replying from your normal email provider with action codes.

Agent CCs

Allow Customers to add agents as ticket followers by CCing them on an email.

Automatic Emails

Customize the auto-reply emails for each of your departments for a more human response.

Department Accounts

Assign tickets send to a specific email address to the relevant department automatically.

Duplicate Detection

Automatically ignore duplicate emails from the same individual within a short period of time.

Email Abuse Prevention

Automatically reject messages from spam bots, rogue automations, or abusive accounts.

Email Account Triggers

Create rules that dictate what happens when new tickers are sent to your helpdesk's email accounts.

Email Templates

Use, edit, and customize the template content of automatic notification emails.

Outgoing Log

View and audit pending email messages that have not yet been sent or have failed to send.

Rate Limiting

Prevent abuse by limiting the maximum number of emails a person can send in a period of time.

Subject Matching

Automatically determine if incoming messages are replies to existing tickets.

Ticketing Accounts

Configure the specific accounts that will be used to accept and route tickets to the helpdesk.

Ticket Creation

Create tickets on behalf of customers by email, or forward user mail to the helpdesk.

Ticket Replies

You can reply to tickets from your email provider rather than the helpdesk interface.

Shared Inbox

Manage all customer interactions and tickets from a single, shared inbox in the helpdesk.

Survey Requests

Send automatic requests to customers to gather feedback about agent performance.

Forms

Collect information in a more structured way using dynamic forms.

Agent-Only Fields

Create particular custom fields for agents to fill in during their support rather than customers.

Chat Fields

Set up custom fields to record additional information about an ongoing chat.

CRM Fields

Define custom fields for customers and organizations to store their most important details.

Required Fields

Ensure agents provide all the information you need by making some values or fields compulsory.

Ticket Field Validation

Set validation requirements for all ticket fields which require input from either a user or an agent.

Ticket Fields

Customize tickets by creating data fields most relevant to your organization.

Ticket Form Layouts

Configure your form field layout to control what fields are included on the Help Center or contact forms.

User Fields

Capture the customer information that is most relevant to your specific organization.

Help Center

Provide your customers with a 24/7 self-service platform with a library of support resources.

Comments

Allow customers to add comments to your Help Center content and foster discussions.

Community

View and manage customer suggestions and requests through your Community Forum.

Files

Host downloadable files and resources on your Help Center, available for download 24/7.

Glossary

Create a glossary to provide customers with definitions of the terms used across your content.

Guides

Create an indexed library of instructional user manuals hosted on your Help Center.

Help Center

Let users interact with your Help Center platform content and submit tickets.

Help Center Design

Customize the Help Center to fit your brand with our flexible templates and editor.

Knowledgebase

Author and publish articles that provide customers with how-to information and answer FAQs.

Multi-Language Content

Translate and publish Help Center content in multiple languages for international audiences.

News Posts

Keep users up to date with the latest information about your organization, products, or services.

Publishing

Publish and manage content on your Help Center with varying permissions from one helpdesk.

Review Dates

Add reviews and unpublished dates to ensure your Help Center content doesn't go stale.

Integrations

Seamlessly integrate your helpdesk with thousands of bespoke apps and integrations.

API Import and Export

Use our Full REST API to move data between an eternal source and your helpdesk.

Apps

Our library of bespoke helpdesk apps and integrations can make your team more efficient.

Authentication Apps

Enable SSO for customers and agents with login credentials from your external services.

Custom Widgets & Apps

Create your own widgets and apps to modify the helpdesk using HTML and JavaScript.

Embed Forms & Widgets

Embed forms and widgets onto your website to let customers easily access helpdesk features.

Full REST API

Use external code to retrieve, modify, or create data within the helpdesk seamlessly.

Helpdesk Importer

Easily migrate existing helpdesk data from other providers such as Zendesk, Kayako, and Freshdesk.

SSO Authentication

Permit agents to log in using a single set of credentials for ease when enabled on the helpdesk.

Webhook Actions

Call and send actions to external services with the helpdesk's powerful automations.

Zapier Integration

Extend your helpdesk by connecting thousands of apps via our Zapier integration.

Localization

Make it easy for your international teams to work in harmony with localized helpdesk tools.

Content Translation

Create and manage translated versions of Help Center content to provide multi-lingual support.

Business Hours

Tickets are automatically routed to your global team based on agents' working hours.

Date and Time Settings

Customize the specific format your helpdesk uses to display dates and times.

International Snippets

Translate your Snippets so customers can receive the best responses in their own language.

Language Packs

Import language packs that let your agents use the helpdesk in over 25 different languages.

Localization

Build stronger global relationships with a truly multi-lingual helpdesk platform.

Machine Translation

Resolve any issues by translating ticket messages with our in-built Microsoft Translator.

Multi-Brand

Support multiple brands and locations for global organizations from a single helpdesk.

Time Zones

Ensure local and international agents can work together in harmony with working time zones.

Translated Forms

Dynamic forms can intelligently match the language customers view the Help Center in.

Reporting

Understand customers and improve support with insights you can act on, real-time live data across custom dashboards and reports.

Ticket Management

Manage your tickets with our organization and prioritization features.

Security

Deskpro is committed to protecting and securing your helpdesk data

Social Media

Simplify social interactions across Facebook, Twitter, WhatsApp, and SMS from your helpdesk.

Voice

Fully integrated call center software built into your helpdesk solution.

Admin

Configure your helpdesk to optimize workflows and automate manual processes.