Deliver exceptional experiences with Deskpro
Our spectrum of features and customizable components lets you create your ideal helpdesk platform that exceeds support expectations.
Automation
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
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
@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
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
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.
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
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
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
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
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
Agent Activity Reports
Run reports based on agent actions, conduct audits for specific dates, and monitor agent activity.
Agent Monitoring
Monitor how agents are using and interacting with the helpdesk with agent hours logs.
Billing
Bill clients amounts of money based on the amount of support you provide.
Billing Reports
Run simple reports on time or monetary charges logged by agents using the time and billing functions.
Built-in Reports
Utilize over 150+ built-in reports available to you to track your helpdesk's performance.
Dashboards
Create custom dashboards to beautifully display your performance data and metrics.
Exporting Reports
You can export reports as CSV files or email them to stakeholders to keep everyone up to date.
Reports
Monitor helpdesk activity and metrics with our in-built reporting interface.
Stat Builder
Create powerful custom reports to reveal highly-specific metrics using a simple DPQL query language.
Ticket Satisfaction
Monitor your customer feedback with the ratings from ticket satisfaction surveys.
Ticket Management
Labels
Add text tags to tickets to let you filter and group similar items in the helpdesk.
Lists
Build custom lists of tickets with intuitive filters to help view, manage, and work on tickets.
Problems
Group all tickets related to one issue to easily track open problems and mass update users.
Queues
Ticket queues break down your open tickets and categorize them for ease of navigation.
Stars
Categorize tickets you want to follow with stars that can't be seen by other agents
Statuses
Track whether an agent or user needs to act next on a ticket, and see when an issue is resolved.
Tasks
Plan and organize tasks that agents need to complete to resolve customer issues.
Ticket Search
Perform searches for specific tickets against content, and refine it by subject, author, and more.
Security
Abuse Prevention
Automatically reject tickets from spam bots, weird automations, or abusive accounts.
Authentication Apps
Enable SSO for customers and agents with login credentials from your external services.
CAPTCHA
Display CAPTCHAs to protect against suspicious or potentially abusive activity.
Data Security
All customer data is immediately written to disk and backed up in multiple locations.
IP Whitelisting
Restrict login access to agents that are coming from trusted IP addresses.
Login Lockout
Automatically lock accounts after a number of failed login attempts within a short period of time.
Payment Protection
Deskpro is verified as Payment Card Industry Data Security Standard (PCI DSS) compliant.
Physical Security
Our cloud provider (AWS) operates compliant data centers, which are regularly externally audited.
Server Monitoring
We use several services to monitor server performance, including Pingdom, Cloudwatch, and Scalyr.
SSO Authentication
Permit agents to log in using a single set of credentials for ease when enabled on the helpdesk.
System Security
Connection with our service is encrypted, and SSL encryption is available.
Social Media
Provide support to your customers via Facebook Messenger on your Business Profile.
Respond to users' comments on your posts and answer queries via DM from your Instagram account.
SMS Ticketing
You can also respond to user queries submitted to the helpdesk via text directly to their mobile.
Social Media
Provide support across social media channels to help on the platforms your users love.
Social Media Ticketing
Messages from your various social media channels automatically become tickets in the helpdesk.
Communicate with your customers via private Twitter DMs or respond to public posts.
Talk to customers directly from their WhatsApp accounts so they can be supported on the go.
Voice
Auto Attendant
Route customers to the right department or agent before the call appears in the agent interface.
Call Queues
Group your teams or departments of agents into queues to automatically route calls to them.
Call Recording
Automatically record and save all active calls within Deskpro for future reference.
Call Routing
Ensure the right customer is directed to the right agent with intelligent call routing.
Caller ID and History
Incoming calls display customer details to arm agents with vital support information.
Deskpro Voice
Our in-built softphone integration provides a call center at your fingertips.
Multi-Agent Calls
Add another agent to an active call, or send calls to different teams with cold and warm transfers.
Music & Greetings
Upload greeting, hold, wait, and IVR audio files, record your own, or use our text-to-speech generator.
Number Extensions
Assign extension numbers to specific agents or departments and simplify routing.
Round Robin
Distribute calls to agents evenly, based on a queue or least utilized model.
Voice Tickets
Calls automatically become tickets, plus you can create one on an existing ticket.
Voicemail
Allow customers to leave voicemails that automatically create a ticket.
Admin
Access Log
You can access and audit a full log of all administrative changes in the helpdesk.
Agent Deletion
Delete any agent from the helpdesk, or convert their account to a customer profile.
Agent Properties
Define the properties of every agent and how they can interact with the helpdesk.
Department Permissions
Limit agent access to tickets in the helpdesk that belong to specific departments.
Triggers
Define the specific conditions that must be met for triggers to run as you arrange.
User Registration
Control how customers can create new accounts associated with your helpdesk.
Usergroup
Group users together and determine their permissions over the helpdesk and Help Center.