All features

Deskpro is full of features and customizable components. Everything is included, no hidden fees.

@ Mentions
Alert, notify and communicate with other agents by ‘@’ mentioning them in ticket notes.
Admin Access Log
View and audit a full log of all administrative interactions within the helpdesk.
Admins
Assign specific agents with administrative privileges to control functions within the helpdesk.
Advanced CRM Search
Search for users or organizations using a powerful advanced search function.
Advanced Portal Editing
Customize the user portal with complete freedom and flexibility so it looks like part of your website.
Advanced Ticket Search
Execute detailed custom searches from the - even using custom field values.
Agent Accounts
Manage your own and other agent account settings, including notification and other helpdesk preferences.
Agent Activity Reports
Run reports based on agent actions across certain dates to audit or monitor or audit activity.
Agent Chat Permissions
Determine how agents can interact with the live chat system.
Agent Deletion
Delete any agent from the helpdesk, or convert their account to a user profile.
Agent Department Permissions
Limit agent access to tickets that belong to specific departments.
Agent Email Replies
Determine how the helpdesk processes agent replies to email notifications. Select either agent notes or user replies.
Agent Hours Reports
Reveal how much time is spent by agents interacting with the helpdesk across time.
Agent Instant Messaging
Allow agents to communicate and collaborate within the helpdesk instantly.
Agent Monitoring
Monitor how agents are using and interacting with the helpdesk with an agent activity log.
Agent Notes
Communicate with only other agents within open tickets using notes and @ mentions.
Agent Notifications
Determine which notifications agents receive.
Agent Password Management
Set the standards and requirements agents must meet when setting their own account passwords.
Agent People Permissions
Determine how agents can interact with users and organizations across your helpdesk.
Agent Permissions
Determine exactly what individual agents are allowed to see and do on the helpdesk.
Agent Profile Permissions
Determine whether agents are allowed to set their own profile picture and signature.
Agent Properties
Define a number of properties for each agent that define the way they interact with the helpdesk.
Agent Publish Permissions
Determine how agents can interact with or manage helpdesk user portal content.
Agent Task Permissions
Determine whether agents have access to set their own tasks or not.
Agent Ticket Permissions
Limit agent access to tickets based on permission settings and the status or properties of tickets.
Agent Zones
Determine whether agents can access administration and reporting helpdesk features.
Agent-only Ticket Fields
Only reveal particular custom fields to agents rather than users.
Agents
Manage the individuals in your organization who use your helpdesk to provide support to users.
API Import and Export
Use our RESTful API to move data between an external source and your helpdesk.
App Permissions
Enable or disable permissions for certain agents or agent groups, determining how they interact with helpdesk apps.
App Permissions
Deskpro is always kept up to date, and all customers are upgraded to the latest version of the software automatically.
Apps and Integrations
Use an entire library of bespoke helpdesk apps and integrations.
Authentication Apps
Enable users and agents to log in using credentials from external services.
Auto Attendant
Route users to the right department or agent before calls appear in the agent interface.
Automatic Ticket Locking
Enable the automatic locking of a ticket when opened by an agent.
Automatic Translation
Translate message content using Microsoft Translator.
Autosave Ticket Drafts
Closing the ticket tab or browser window before you submit a new message or note, automatically saves a draft.
Billing
Bill users 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 log and billing functions.
Billing Security
Deskpro is verified as Payment Card Industry Data Security Standard (PCI DSS) compliant.
Built-In Reports
Run dozens of built-in reports to discover key insights regarding different aspects of helpdesk performance.
Bulk Adding Agents
Add multiple agents to the helpdesk at a time using either a list of email addresses, or a CSV spreadsheet of agent data.
Call Queues
Group agents in teams or departments into queues and route calls to them accordingly.
Call Recording
Automatically record and save all active calls within Deskpro for future reference.
Call Round Robin Distribution
Distribute calls to agents in a queue evenly, based on a simple queue or a ‘least utilized’ model.
Call Routing
Ensure the right user is directed to the right agent on the phone with intelligent call routing.
Call Tickets
Assign calls to a new ticket, existing ticket, or to an existing user within the helpdesk.
Caller ID and History
Incoming calls display customer details that arm agents with vital support information.
CAPTCHA
CAPTCHAs are displayed to users who demonstrate potentially abusive or suspicious activity.
Chat Departments
Control access to chats in conjunction with usergroups and agent permission groups.
Chat Embedding
Embed the chat widget on your website to connect with users without them visiting the portal.
Chat History
View all open and closed chats from within the helpdesk interface.
Chat Tickets
Create a ticket that is linked to the chat session when you’re not able to resolve the user’s problem during a chat.
Cloud vs On-Premise
Choose between our hosted service, or run Deskpro on your own server infrastructure.
Comments
Allow users to comment on portal content, and foster valuable discussion.
Compulsory Fields
Ensure agents provide vital information. Make selecting or entering values for some of the ticket fields compulsory.
Content Categories
Organize your portal content into categories to help users find what they’re looking for.
Content Labels
Add labels to content in order to categorize and increase its discoverability for agents and users.
Content Publishing
Author, publish and manage content on your web portal from within the helpdesk.
Content Translation
Create and manage translated versions of your content in over 25 languages.
Copy and Paste Agent Settings
Copy the settings you’ve already configured for other agents and apply them to others with ease.
CRM
View and manage all your user records with ease and simplicity.
CSV User Import
Import existing lists of users into Deskpro with ease.
Custom Automatic Emails
Customize the auto-reply emails for each department or automation.
Custom Chat Fields
Set up custom fields to record additional information about chats.
Custom CRM Fields
Define custom fields for user and organization records to store the most pertinent information.
Custom Domains
Control the the exact URL and IP address associated with your helpdesk if you’re using Deskpro On-Premise.
Custom Ticket Fields
Categorize tickets using data fields most pertinent to your organization or specific department.
Custom Ticket Filters
Define your own criteria for custom filters, and determine how you receive notifications about tickets which match the filter.
Custom Triggers
Customize trigger behaviour by modifying default triggers, or by creating your own.
Custom User Fields
Capture the user information that’s most pertinent to your specific organization.
Custom Widgets and Apps
Create your own widgets and apps to modify the helpdesk agent interface using HTML and Javascript.
Dashboards
View key helpdesk performance data that’s beautifully presented.
Data Security
All customer data is immediately written to disk and backed up across multiple locations.
Date and Time Settings
Customize the specific format your helpdesk uses to display dates and times.
Department Email Accounts
Assign tickets submitted to particular email addresses to specific departments.
Department Triggers
Define which automated actions run when tickets in specific departments are submitted or changed.
Departments
Divide the helpdesk into groups that reflect your organization, and control access.
Downloads
Make important files and resources available to your users from the portal.
Duplicate Email Detection
Automatically ignore duplicate emails sent from the same user within a short period of time.
Email Abuse Prevention
Automatically start rejecting email messages from spam bots, rogue automations or abusive users.
Email Account Triggers
Specify exactly what happens when new tickets are sent to email accounts linked to the helpdesk.
Email Actions
Trigger helpdesk actions by adding special email action codes to your replies.
Email CC Following
Allow users to add agents as followers of tickets submitted with their address as a CC.
Email Rate Limiting
Prevent abuse by limiting the maximum number of emails a person can send in a short period of time.
Email Subject Matching
Automatically determine whether incoming email messages are replies to existing tickets.
Email Templates
Easily select, edit and customize the content of automatic notification emails.
Email Ticket Accounts
Configure the email accounts that will be used to accept tickets and distribute email notifications.
Email Ticket Creation
Create tickets on behalf of users by email instead of from the agent interface, or forward a user email to an email address configured to automatically create tickets.
Email Ticket Replies
Reply to tickets in your email client, rather than in the agent interface itself.
Emoji Support
Use your favourite emojis in ticket replies and chats to add a playful edge to your support.
Escalations
Run actions on tickets that have spent a set amount of time in a certain state.
Exporting Tickets
Download PDFs and print ticket information.
Feedback
Elicit, view and manage user feedback, requests, and suggestions in the user portal.
Feedback Categories
Allow users to select the category their feedback belongs to in order to speed up time to resolution.
Feedback Status
Set the status of feedback submissions so users have visibility into how they might be actioned.
Feedback Types
Determine the types of feedback users can submit in the user portal.
Filters
Select groups of helpdesk items to view, manage and work on - using custom and built-in filters.
Flags
Organize tickets using flags; which aren’t visible to other agents - only you.
Follow Ups
Automatically run specific actions on individual tickets after a defined period of time has elapsed, or on a specific date.
Full Import Tool
Easily migrate existing helpdesk data from other providers such as Zendesk, Kayako, Spiceworks, osTicket and Parature.
Full RESTful API
Use external code to retrieve, modify, or create data within the helpdesk.
Glossary
Provide users with definitions of terms you use across other content.
Group Agent Instant Messaging
Communicate and collaborate with multiple agents or teams at the same time.
Grouping Tickets
Customize filters by grouping tickets to create a subfilter.
Guides
Create your own indexed library of instructive user manuals, built right into the user portal.
Helpdesk CRM
View and manage all your user records with ease and simplicity.
Inbound Ticket Forwarding
Allow agents to forward an email from personal accounts to the helpdesk and automatically assign the correct user - rather than the agent.
Incoming Email Log
View and audit emails that have been received by accounts you have linked to the helpdesk.
IP Whitelisting
Only allow agents to log in from trusted IP addresses.
Knowledgebase
Author and publish articles that provide users with how-to information and answers to FAQs.
Label Colors
Assign colors to each label in order for agents to understand tickets at a glance.
Label Colors
Assign colors to each label in order for agents to understand tickets at a glance.
Label Permissions
Disable the ability for agents to create labels, allowing them to only apply existing ones.
Labels
Apply labels to tickets, user/organization records, articles/news posts/downloads and feedback items in order to categorize or understand them with ease.
Languages
Allow your agents to use the helpdesk in over 25 languages.
Linked Tickets
Associate tickets with one another without merging them. Useful for controlling visibility amongst users, agents and third parties.
Lists
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.
Live Chat
Communicate with users via real-time web-based text chat.
Login as Agent
Log into the helpdesk as any agent for troubleshooting purposes.
Login Lockout
Automatically lock an account after a number of failed login attempts within a short period of time.
Macros
Apply pre-defined sequences of a whole range of actions to tickets with just a few clicks.
Mass Actions
Apply the same action to up to 50 tickets at a time.
Mobile Apps
Access key helpdesk functionality and features directly from your favourite devices
Multi-branded Portals
Support multiple brands or child organizations from a single helpdesk.
Multi-agent Calls
Add another agent to an active call, or send calls to different agents and teams with cold and warm transfer options.
Multi-agent Chat
Invite colleagues into live chats to provide users with the best support from the best agents.
Multi-language Chat
Support chat in multiple languages and route chat to agents with particular language skills.
Music and Greetings
Add greeting, hold, wait and IVR audio from your files, record new audio, or use our built-in text-to-speech generator.
New Reply Triggers
Trigger ticket actions in response to events regarding new ticket replies.
New Ticket Triggers
Trigger ticket actions in response to events regarding new tickets.
News Posts
Keep users updated about new information regarding your organization, or its products and services.
Non-Email Ticket Linking
Link tickets not submitted via email to particular email accounts.
Notifications
Control which helpdesk events notify you and your agents.
Number Extensions
Assign extension numbers for agents or departments.
Organization and User Fields on Ticket Forms
Add custom user and organization fields to the ticket submission forms on the portal or embedded on your website.
Organization Hierachies
Track parent-child relationships between organizations in your helpdesk.
Organizations
Record and track the organizations and companies your users are associated with.
Outbound Ticket Forwarding
Allow agents to forward individual ticket messages as email messages.
Outgoing Email Log
View and audit pending email messages that have not yet been sent, and messages where sending has failed.
Pending Articles
Turn ticket issues into pending knowledgebase articles.
Per-User or Organizational Fields
Add custom multiple-choice fields that offer different predefined options for each user or organization.
Permission Groups
Use permission groups to store sets of rules you can easily apply to multiple agents.
Permission Overrides
Combine individual and group settings to grant particular agents in groups specific permissions.
Physical Security
Deskpro service providers operate state-of-the-art data centers which are externally audited to the A SSAE 16 SOC 1 Type I standard.
Portal Branding and Design
Change the look and feel of your helpdesk user portal to reflect your brand or business.
Portal Rate Limiting
Prevent a user or bot from carrying out the same action repeatedly within a short period of time.
Portal Templates
Easily select, edit and customize the layout of the user portal.
Primary Teams
If agents belong to more than one team, select which one should take precedence.
Problems and Incidents
Track, manage and link the problems and associated incidents in your organization that generate user issues and tickets.
Quick Ticket Actions
Hover over a ticket title to see a list of controls to perform common ticket actions.
Quick-link to Articles and Resources
Direct customers to user portal content whilst keeping active tickets open.
Real-time List Updates
See tickets appear and disappear in real-time in the list view.
Recent Activity
Easily find what you were just viewing or working on with a list of your recent activity.
Regular Expression Text Validation
Ensure that the values entered into ticket fields are correctly formatted.
Report Builder
Create powerful custom reports to reveal exactly what you need to know using a simple DPQL query language.
Report Exporting
Easily expert and share reports with the rest of your organization in a range of formats.
Reports
Monitor helpdesk activity and metrics, and generate reports with actionable insights.
Round Robin Assignment
Automatically distribute chats, tickets and calls to agents evenly.
Satisfaction Automations
Use satisfaction ratings as criteria for automation tools.
Search
Full text search of tickets or other helpdesk items, such as live chat transcripts and organization profiles.
Server Monitoring
Deskpro uses a number of services including pingdom, serverdensity, Cloudwatch, Scalyr, Newrelic, and others to monitor server performance.
Shared Inbox
Manage all customer interactions and tickets from a single, shared inbox.
Shortcut Commands
Create new content items like tickets, users, articles and tasks with ease - using shortcut commands.
Site Embedding
Embed forms and widgets to allow users to access helpdesk features from your website.
SLAs
Set up universal targets for replying or resolving tickets in the helpdesk.
SMS Alerts
Automatically send SMS text messages to agents using in-built automation tools.
Snippet Shortcodes
Insert snippets into responses by typing a simple shortcode straight into the reply.
Snippet Variables
Automatically insert case-specific information into snippets using dynamic variables.
Snippets
Create, manage and use a library of pre-defined responses to reply to customers with efficiency.
Social
Provide support across your customer’s favourite social platforms - like WeChat and Twitter.
Spam
Automatically and intelligently mark unwanted and nuisance tickets as spam.
Split Messages
Split messages about two different issues within the same ticket into two, separate tickets.
SSO Authentication
Permit agents to log in using a single set of credentials for ease.
Sub-Departments
Group similar or related departments by making them children of a parent department.
Survey Request Emails
Send requests to users eliciting satisfaction survey feedback regarding agent performance.
System Security
Connection with the Deskpro service is encrypted, and SSL encryption is available for both Cloud and On-Premise deployments.
Tabs
Keep multiple helpdesk items like tickets, articles and chats open at any given time.
Task Notifications
Notify agents when they have been assigned tasks to maximize accountability.
Tasks
Plan and organize tasks agents have to complete in order to resolve user issues and tickets.
Teams
Automatically or manually assign particular tickets to different groups of agents.
Template Variables
Automatically change the content of templates based on dozens of variables.
Ticket Archiving
Improve helpdesk performance by enabling ticket archiving of old tickets.
Ticket Assignment
Assign tickets to individual agents or teams - automatically or manually.
Ticket Attachments
Attach files to your messages using simple drag and drop - including screenshots, updated software drivers, or guides and manuals.
Ticket Categories
Group tickets based on categories, a general-purpose grouping field to link tickets across departments.
Ticket Deflection
Automatically direct users who are about to submit a ticket towards knowledgebase articles that might solve their problem.
Ticket Field Validation
Set validation requirements for all ticket fields which require input from either a user or agent.
Ticket Fields
Categorize tickets using extra fields that contain information including category, product, and workflow. Make certain fields compulsory to creating tickets.
Ticket Followers
Keep track of tickets without assignment to that ticket. CC in agents who need visibility.
Ticket Form Layouts
Configure which fields which appear in forms used to submit and edit tickets included on the user portal or embedded contact forms.
Ticket Hold
Note that action is needed on a ticket, but another event needs to happen first.
Ticket ID and Ref Code
Easily find or refer to tickets within the helpdesk using unique ticket IDs.
Ticket Locking
Communicate to other agents that you’re working on a ticket, and prevent them from editing or replying.
Ticket Logs
View all ticket events, including; which SLAs were applied, automatic actions, which emails have been sent, and changes to properties.
Ticket Merging
Merge tickets that pertain to the same issue but are from different users.
Ticket Message Formatting
Apply rich text formatting to ticket replies.
Ticket Message History
View all ticket message history between users and agents.
Ticket Priority
Assign a ticket a priority level - ordered from lowest to highest.
Ticket Products
Link tickets directly to the products and services your organization provides to users.
Ticket Purging
Deleted or spam tickets are kept in the Recycle Bin for a set period of time before being permanently deleted by an automatic cleanup process.
Ticket Reply Drafts
Automatically save ticket replies when you close the tab or browser window before it’s been sent.
Ticket Satisfaction
View a feed or summary of ticket satisfaction feedback provided by users.
Ticket Status
Track whether it’s an agent or the user that needs to act next on a ticket - or if the ticket has been resolved.
Ticket Update Triggers
Trigger ticket actions in response to events regarding changes to existing tickets.
Ticket Workflows
Record the stage of your support process that tickets are in.
Tickets
Individual tickets contain all the information you need in order to solve customer issues or queries.
Time Log
Record how long it takes to resolve a ticket.
Timezones
Ensure local and international agents can work together harmoniously.
Trigger Actions
Determine what you want to happen in response to ticket events by choosing from dozens of actions.
Trigger Criteria
Define specific conditions that must be met for the trigger to run.
Trigger Event Filtering
Set triggers to respond only to certain particular events depending on whether it was initiated by a user or agent, or via the web interface, email or API.
Trigger Order and Control
Automatically run multiple triggers in any order that you arrange them in.
Triggers
Set up powerful automatic actions to run in response to ticket events.
Urgency
Automatically or manually assign an urgency score to tickets so agents can determine which ones need swift attention.
User Blocking
Block users for the next 24 hours if they’re abusing the chat function.
User Change Log
View and audit any important changes made to user records.
User Department Permissions
Limit the access and level of interactions users have to particular departments within your support operation.
User History
View each user’s entire history of tickets, chats and billing interactions.
User Merging
Combine multiple or duplicate user records into a single one.
User Password Management
Set the requirements for users when creating their own account passwords.
User Portal
Allow users to interact with your helpdesk using a user portal that’s embeddable on your website.
User Records
Easily capture and view everything you need to know about your customers.
User Registration
Control how users are able to create new accounts associated with your helpdesk.
User Rules
Automatically associate users with organizations based on their email address.
User Satisfaction
Allow users to rate your support for each ticket using a simple satisfaction survey.
Usergroups
Group users together and determine permissions to control how they can interact with your helpdesk.
Users
Create and manage user profiles for every individual that needs support from your organization.
Voice
Provide your customers with phone support using fully-integrated helpdesk call centre software.
Voice Permissions
Determine how agents, teams and departments are allowed to use phone helpdesk functions.
Voicemail
Allow customers to leave a voicemail that automatically creates a ticket.
Webhook Actions
Use helpdesk automation tools to interact with external services.

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