Alert, notify and communicate with other agents by ‘@’ mentioning them in ticket notes.

View and audit a full log of all administrative interactions within the helpdesk.

Search for customers or organizations using a powerful advanced search function.

Customize the Help Center with complete freedom and flexibility so it looks like part of your website.

Execute detailed custom searches from the interface even using custom field values.

Delete any agent from the helpdesk, or convert their account to a customer profile.

Reveal how much time is spent by agents interacting with the helpdesk across time.

Monitor how agents are using and interacting with the helpdesk with an agent activity log.

Communicate with only other agents within open tickets using notes and @ mentions.

Set the standards and requirements agents must meet when setting their own account passwords.

Determine exactly what individual agents are allowed to see and do on the helpdesk.

Determine whether agents are allowed to set their own profile picture and signature.

Determine how agents can interact with or manage Help Center content.

Use an entire library of bespoke helpdesk apps and integrations.

Bill clients amounts of money based on the amount of support you provide.

Run simple reports on time or monetary charges logged by agents using the time log and billing functions.

Deskpro is verified as Payment Card Industry Data Security Standard (PCI DSS) compliant.

Run dozens of built-in reports to discover key insights regarding different aspects of helpdesk performance.

Add multiple agents to the helpdesk at a time using either a list of email addresses, or a CSV spreadsheet of agent data.

CAPTCHAs are displayed to individuals who demonstrate potentially abusive or suspicious activity.

View and manage all your customer records with ease and simplicity.

Import existing lists of customers into Deskpro with ease.

Group agents in teams or departments into queues and route calls to them accordingly.

Automatically record and save all active calls within Deskpro for future reference.

Distribute calls to agents in a queue evenly, based on a simple queue or a ‘least utilized’ model.

Ensure the right customer is directed to the right agent on the phone with intelligent call routing.

Assign calls to a new ticket, existing ticket, or to an existing customer within the helpdesk.

Incoming calls display customer details that arm agents with vital support information.

Control access to chats in conjunction with user groups and agent permission groups.

Embed the chat widget on your website to connect with customers without them visiting your Help Center.

View all open and closed chats from within the helpdesk interface.

Tickets are created from chat sessions if you’re not able to resolve the customer's problem during a chat.

Allow customers to comment on Help Center content, and foster valuable discussion.

Ensure agents provide vital information. Make selecting or entering values for some of the ticket fields compulsory.

Add labels to content in order to categorize and increase its discoverability for agents and customers.

Author, publish and manage content on your Help Center from within the helpdesk.

Create and manage translated versions of your content in over 25 languages.

Copy the settings you’ve already configured for other agents and apply them to others with ease.

Customize the auto-reply emails for each department or automation.

Define custom fields for customer and organization records to store the most pertinent information.

Set up custom fields to record additional information about chats.

Control the exact URL and IP address associated with your helpdesk if you’re using Deskpro On-Premise.

Categorize tickets using data fields most pertinent to your organization or a specific department.

Define your own criteria for custom filters, and determine how you receive notifications about tickets that match the filter.

Customize trigger behavior by modifying default triggers, or by creating your own.

Capture the customer information that’s most pertinent to your specific organization.

Create your own widgets and apps to modify the helpdesk agent interface using HTML and Javascript.

All customer data is immediately written to disk and backed up across multiple locations.

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

Assign tickets submitted to particular email addresses to specific departments.

Define which automated actions run when tickets in specific departments are submitted or changed.

Divide the helpdesk into groups that reflect your organization, and control access.

Make important files and resources available to your customers from the Help Center.

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

Automatically start rejecting email messages from spam bots, rogue automations, or abusive accounts.

Specify exactly what happens when new tickets are sent to email accounts linked to the helpdesk.

Trigger helpdesk actions by adding special email action codes to your replies.

Allow customers to add agents as followers of tickets submitted with their address as a CC.

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

Automatically determine whether incoming email messages are replies to existing tickets.

Create tickets on behalf of customers by email instead of the agent interface, or forward their email to an email address configured to automatically create tickets.

Reply to tickets in your email interface, rather than in the agent interface itself.

Use your favorite emojis in ticket replies and chats to add a playful edge to your support.

Download PDFs and print ticket information.

Determine the types of feedback customers can submit in the Help Center.

Select groups of helpdesk items to view, manage and work on - using custom and built-in filters.

Organize tickets using flags; which aren’t visible to other agents - only you.

Set the status of feedback submissions so customers have visibility into how they might be actioned.

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

Provide customers with definitions of terms you use across your content.

Customize filters by grouping tickets to create a subfilter.

Create your own indexed library of instructive customer manuals, built right into the Help Center.

Apply labels to tickets, user/organization records, articles/news posts/downloads and feedback items in order to categorize or understand them with ease.

Change the look and feel of your Help Center to reflect your brand or business.

Prevent an individual or bot from carrying out the same action repeatedly within a short period of time.

View and manage all your customer records with ease and simplicity.

Only allow agents to log in from trusted IP addresses.

Allow agents to forward an email from personal accounts to the helpdesk and automatically assign the correct customer - rather than the agent.

View and audit emails that have been received by accounts you have linked to the helpdesk.

Elicit, view and manage customer feedback, requests, and suggestions in the Help Center.

Assign colors to each label in order for agents to understand tickets at a glance.

Disable the ability for agents to create labels, allowing them to only apply existing ones.

Allow your agents to use the helpdesk in over 25 languages.

Associate tickets with one another without merging them. Useful for controlling visibility amongst customers, agents and third parties.

After selecting a filter, results that meet filter criteria are displayed in lists - where you can view and select helpdesk items to interact with or work on.

Enable the automatic locking of a ticket when opened by an agent.

Automatically lock an account after a number of failed login attempts within a short period of time.

Log into the helpdesk as any agent for troubleshooting purposes.

Apply pre-defined sequences of a whole range of actions to tickets with just a few clicks.

Apply the same action to up to 50 tickets at a time.

Enable customers and agents to log in using credentials from external services.

Add another agent to an active call, or send calls to different agents and teams with cold and warm transfer options.

Invite colleagues into live chats to provide users with the best support from the best agents.

Support chat in multiple languages and route chat to agents with particular language skills.

Add a greeting, hold, wait and IVR audio from your files, record new audio, or use our built-in text-to-speech generator.

Trigger ticket actions in response to events regarding new ticket replies.

Trigger ticket actions in response to events regarding new tickets.

Keep customers updated about new information regarding your organization, or its products and services.

Link tickets not submitted via email to particular email accounts.

Assign extension numbers for agents or departments.

Track parent-child relationships between organizations in your helpdesk.

Add custom user and organization fields to the ticket submission forms on the Help Center or embedded on your website.

Record and track the organizations and companies your customers are associated with.

Allow agents to forward individual ticket messages as email messages.

View and audit pending email messages that have not yet been sent, and messages where sending has failed.

Turn ticket issues into pending knowledgebase articles.

Add custom multiple-choice fields that offer different predefined options for each customer or organization.

Combine individual and group settings to grant particular agents in groups specific permissions.

Deskpro service providers operate state-of-the-art data centers which are externally audited to the A SSAE 16 SOC 1 Type I standard.

If agents belong to more than one team, select which one should take precedence.

Hover over a ticket title to see a list of controls to perform common ticket actions.

Direct customers to Help Center content whilst keeping active tickets open.

See tickets appear and disappear in real-time in the list view.

Easily find what you were just viewing or working on with a list of your recent activity.

Ensure that the values entered into ticket fields are correctly formatted.

Easily export and share reports with the rest of your organization in a range of formats.

Automatically distribute chats, tickets, and calls to agents evenly.

Automatically send SMS text messages to agents using in-built automation tools.

Permit agents to log in using a single set of credentials for ease.

Use satisfaction ratings as criteria for automation tools.

Deskpro uses a number of services including pingdom, server density, Cloudwatch, Scalyr, Newrelic, and others to monitor server performance.

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

Create new content items like tickets, customers, articles and tasks with ease - using shortcut commands.

Embed forms and widgets to allow customers to access helpdesk features from your website.

Insert snippets into responses by typing a simple shortcode straight into the reply.

Automatically insert case-specific information into snippets using dynamic variables.

Provide support across your customer’s favorite social platforms - like WeChat and Twitter.

Automatically and intelligently mark unwanted and nuisance tickets as spam.

Split messages about two different issues within the same ticket into two separate tickets.

Group similar or related departments by making them children of a parent department.

Send requests to customers for satisfaction survey feedback regarding agent performance.

Connection with the Deskpro service is encrypted, and SSL encryption is available for both Cloud and On-Premise deployments.

Keep multiple helpdesk items like tickets, articles and chats open at any given time.

Notify agents when they have been assigned tasks to maximize accountability.

Plan and organize tasks agents have to complete in order to resolve customer issues and tickets.

Limit agent access to tickets based on permission settings and the status or properties of tickets.

Automatically or manually assign particular tickets to different groups of agents.

Automatically change the content of templates based on dozens of variables.

Improve helpdesk performance by enabling ticket archiving of old tickets.

Assign tickets to individual agents or teams - automatically or manually.

Attach files to your messages using simple drag and drop - including screenshots, updated software drivers, or guides and manuals.

Group tickets based on categories, a general-purpose grouping field to link tickets across departments.

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

Categorize tickets using extra fields that contain information including category, product, and workflow. Make certain fields compulsory to create tickets.

Keep track of tickets without assignment to that ticket. CC in agents who need visibility.

Configure which fields appear in forms used to submit and edit tickets included on the Help Center or embedded contact forms.

Note that action is needed on a ticket, but another event needs to happen first.

Easily find or refer to tickets within the helpdesk using unique ticket IDs.

Communicate to other agents that you’re working on a ticket, and prevent them from editing or replying.

View all ticket events, including; which SLAs were applied, automatic actions, which emails have been sent, and changes to properties.

Merge tickets that pertain to the same issue but are from different customers.

Apply rich text formatting to ticket replies.

View all ticket message history between customers and agents.

Assign a ticket a priority level - ordered from lowest to highest.

Link tickets directly to the products and services your organization provides to customers.

Automatically save ticket replies when you close the tab or browser window before it’s been sent.

View a feed or summary of ticket satisfaction feedback provided by customers.

Track whether it’s an agent or the customer that needs to act next on a ticket - or if the ticket has been resolved.

Trigger ticket actions in response to events regarding changes to existing tickets.

Record the stage of your support process that tickets are in.

Individual tickets contain all the information you need in order to solve customer issues or queries.

Record how long it takes to resolve a ticket.

Ensure local and international agents can work together harmoniously.

Determine what you want to happen in response to ticket events by choosing from dozens of actions.

Define specific conditions that must be met for the trigger to run.

Set triggers to respond only to certain events depending on whether it was initiated by a customer or agent, or via the web interface, email or API.

Automatically run multiple triggers in any order that you arrange them in.

Provide your customers with phone support using fully integrated helpdesk call center software.

Block customers for 24 hours if they’re abusing the chat function.

View and audit any important changes made to customer records.

Limit the access and level of interactions customers have to particular departments within your support operation.

Group customers together and determine permissions to control how they can interact with your helpdesk.

View each customer's entire history of tickets, chats, and billing interactions.

Combine multiple or duplicate customer records into a single one.

Easily capture and view everything you need to know about your customers.

Control how customers are able to create new accounts associated with your helpdesk.

Automatically associate customers with organizations based on their email addresses.

Allow customers to rate your support for each ticket using a simple satisfaction survey.

Create and manage profiles for every individual that needs support from your organization.

Determine how agents, teams and departments are allowed to use phone helpdesk functions.

Allow customers to leave a voicemail that automatically creates a ticket.

Use helpdesk automation tools to interact with external services.