DeskPRO for Agents

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An agent interface that's a joy to use

DeskPRO is designed to deal with the boring parts, so you can spend more of your time helping people.

Find everything fast

Searching your helpdesk shouldn't be slower than searching the whole Internet. DeskPRO uses advanced search technology to give you lightning-fast full-text search of tickets, user records, chat transcripts, Knowledgebase articles and other helpdesk content.

Configurable interface

Every DeskPRO agent has extensive Preferences options to control how the interface works, down to fine details like whether you want to see ticket messages in chronological or reverse-chronological order.

Just reply by email

We think you'll love the agent interface, but you don't need to use it. When you're notified of a ticket, you can reply by email and DeskPRO will route your message to the user.

Drag n drop

You can drag and drop attachments onto a ticket message from your computer's file system, and even the other way.

You can also drag an attachment from an earlier message into a new reply.

Easy images

Often, sending a screenshot is worth a thousand words of explanation. When replying to a ticket, you can paste a screenshot right from your computer's clipboard, so it's fast and easy to include images.


Insert phrases, sentences or complete "canned answers" with snippets.

Write once, insert everywhere

Use snippets to insert pre-written text with a couple of clicks or by typing a shortcut code. You can edit the text before you send the message, enabling it to be tailored for a personal touch.

Chat faster

In chat, use snippets for opening and closing phrases, or to insert a quick holding response while you work on solving the problem.

Snippet variables

Include variables in your snippets to automatically personalise the response with ticket info. For example, you can have a snippet that automatically addresses the user by name.


If your workflow requires agents to carry out the same set of actions on lots of tickets, you can automate the process with a macro.

Macros enable you to store several actions, then run them with one click. You can share macros you create with other agents, to ensure everyone is working efficiently.

You can even apply a macro at the same time as you send a ticket reply.

Mass actions

Need to reply to a dozen reports of the same outage, or get rid of a load of spam tickets?

You can select up to 50 tickets from the filter pane and then apply the same action to all of them.

You can even apply a macro as a mass action.

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