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Automation

Supercharge your helpdesk

Save time and reduce costs with intelligent helpdesk automation tools that help your agents provide incredible customer support.

Eliminate manual tasks with powerful automations

Give your agents powerful automation tools to increase the efficiency, quality, and consistency of support. Set automations once, and then let Deskpro do the hard work.

Triggers

Build custom, intelligent automations

Intelligent automations keep your helpdesk running smoothly and efficiently.

Ensure all your incoming tickets get replied to so nothing is left behind.

Categorize every ticket

Auto-route tickets and assign them to agents or departments based on flexible criteria.

Keep agents informed

Assign followers and distribute notifications to agents who require visibility of ticket changes.

Simple prioritization

Set up automatic urgency scores; so agents understand which tickets to handle next.

Escalations

Run automatic actions to prioritize tickets

Admins create escalations across the entire helpdesk that run after a ticket has spent a pre-defined amount of time in one particular state.

This will trigger actions of your choice such as increasing ticket urgency, reassigning tickets, or sending survey requests.

Auto-Responder

Utilize auto-replies to keep customers updated

Set up auto-replies and configure updates to make sure customers are never left in dark regarding the status of their issue.

Utilize custom fields to personalize your auto-response templates.

We have 734 new ticket triggers, 850 departments and over 650 unique outgoing email addresses. Once we had set them up, it has saved us countless hours by automating so many of the complexities of routing, mapping and responding.
Chris EvansVP of IT Operations

Service Level Agreements

Guarantee issues are being resolved

Set custom goals with SLAs to monitor your helpdesk response times and maintain high standards.

Your helpdesk will automatically prompt agents to act when SLAs are at risk or notify managers if they fail. You can easily track your SLAs to see how your organization, departments and individual agents are performing.

Ticket Routing

Automatically distribute the workload

Ensure tickets, chats and calls are distributed evenly between teams, agents, and departments with automatic ticket routing.

Auto Attendant & IVR

Right agent, right conversation

Streamline your call routing for each phone number you own with IVR, music and greetings.

Ensure that customers reach the department that they need, fast, with your intelligent phone system technology.

Productivity Tools

Save your team from helpdesk headaches

Arm agents with time-saving tools that completely transform the way they work.

Snippets

Craft perfect responses in two clicks

Make common responses more automated with intelligent canned responses. If you have common responses that have to be carried out in everyday interactions you can incorporate snippets into your ticket replies.

Quickly insert a snippet for a specific process that automatically populates the response with ticket information; making typical responses more efficient and saving agent time.

Macros

Automate processes to run like dominoes

Consolidate your common helpdesk processes by carrying out a series of pre-defined actions at the click of a button.

Schedule multiple actions to run at the click of a button; automating a whole series of processes in one go.

Follow Ups

Never forget to follow up with users

Agents can set up automatic follow up messages, or surveys to be sent at a pre-determined point in time.

Automated follow ups ensure no customers are forgotten about, whilst simultaneously taking the pressure off your agents to keep on top of every single response.

Mass Actions

Apply multiple actions to multiple tickets

Quickly apply the same action to a number of tickets at once, automatically send one message to a number of customers in the same instance.

Save your agents having to click through every ticket one by one to give the same response.

Our agents prefer Deskpro over other helpdesks because of the user-friendliness, clear interface, and technical flexibility. Snippets make up a good 80% of each message that is sent back to users. It greatly reduced response times and improved the user experience.
Nam NguyenDirector of Customer Success

Approvals

Automate your internal requests

Approvals can streamline your internal workflows to ensure that a request reaches the right person every time and that they can view all the necessary information to make a decision.

Approvals can be applied across your helpdesk with macros; for workflows that require specific approval each time you can automatically apply the request alongside the other actions.

Problem Tracking System

Track and resolve problems efficiently

When agents receive multiple tickets caused by the same underlying issue Deskpro allows them to efficiently categorize and respond to their customers.

Problems can result in a number of separate incidents; Deskpro enables agents to track and react by sorting the incidents to understand what the issue is and how to fix it.

Combined with mass actions agents can communicate with multiple affected customers quickly and easily.

Apps & Integrations

Automate the helpdesk, and beyond

Extend the helpdesk with dozens of built-in apps and over 1000+ integrations.

Built-in Apps

Bespoke apps and integrations let you pull information from other sources.

Zapier

Connect all your support applications together, for new tickets, people & organizations.

SMS Alerts

Send automatic text messages with Deskpro SMS integration.

Webhook Actions

Create automatic triggers in response to helpdesk events using webhook actions.

We set up a wide range of automation tools like escalations, SLAs, and triggers easily. It's turned customer support into a high-performance machine.
Eric Van TolDirector of Engineering Support
Automation is our favorite feature hands down. Anything we can do to help lighten the load helps, we’ve dug into the automation pretty heavily in our Cloud platform. It is probably our most used feature.
Brian ThomasonIT Systems Engineer
We spent four months, combing through all the various ticketing systems, and Deskpro kept coming out top. Moving from Outlook to Deskpro gave us visibility and has saved us countless hours by automating complex routing.
Chris EvansVP of IT Operations
We heavily vetted several applications and found Deskpro was the right choice to support our multi-branding needs. Customers contacting us via different brands automatically get connected to the most appropriate agents.
Matt GoldfarbExecutive Director of Support

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