Deskpro provides you with the tools to build your perfect helpdesk
We understand that every business is different and needs a unique helpdesk.
With Deskpro's endless customization capabilities you can develop a helpdesk that is entirely your own.
Help Center
Modify your Help Center to fulfill all your customer's needs
Consolidate all your content into a single self-service platform that is accessible to your entire customer base 24/7. Customize how accessible your Help Center is, how it looks and how it functions to make your self-service platform as beneficial to your organization as possible.
Design & Branding
Full aesthetic customization is available. Set color scheme, logo and header to reflect your brand imagery with easy to use templates and CSS. Create unlimited versions of your Help Center across your various brands if needed.
Structure
You decide which sections of the Help Center you want to display; add and remove components at your leisure. Choose your own layout to display the most important and useful content more prominently.
Localization
Your Help Center can be localized for an international customer base with Deskpro's language packs that can translate the Help Center into 25 different languages - make your Help Center accessible to all.
Access
Implement permissions to control who has access to your Help Center, require customers to be logged in securely to view certain content and areas.
Custom Dynamic Forms
Dictate exactly what data your forms collect
Create your own form layout; include specific fields to illicit data from your customers. Develop forms which dynamically change from the answers and information your customers supply.
Custom Form Fields
Customize form fields so when a ticket is submitted the information is directly transferred to the ticket - ensure your agents can resolve issues without having to request more information.
Custom Permissions
Control which usergroups can submit tickets to certain departments through custom usergroup permissions.
Embeddable Forms
Embed forms into any webpage that you choose across your website. Make submitting forms easy for your customers by placing them across several locations.
Branded Forms
Create distinct forms for different audiences, services and products to ensure customer support requests are always directed to the correct brand or team.
The best support tool around. Deskpro is fully customizable and dynamic. It is an excellent tool for remote customer support.
Service Manager
Custom Fields
Create your own fields to extract all the information you need
Add custom fields across your helpdesk so extra information can be gathered and stored in the CRM, forms, tickets and chats. You can collect various types of information through these fields which can be retrieved easily for future use.
CRM
Custom user fields collect information to be stored in the CRM and remembered when a customer is logged in.
Tickets
Compulsory fields on tickets require agents to enter additional information before they can respond.
Permissions
Control what your customers and agents can access
Determine who can access areas of your helpdesk and Help Center with permissions. You can restrict access to certain features by setting permissions for specific agents, departments or usergroups.
Usergroup and department permissions dictate customer access. Insufficient departmental access means certain usergroups will have restricted access to certain departments.
Usergroup and department permissions dictate customer access. Insufficient departmental access means certain usergroups will have restricted access to certain departments.
You control what agents can see and do on your helpdesk. Change agent access settings for agents individually or apply access limitations to agents across departments or groups.
Customers can be added to usergroups in the CRM from which you can set access permissions for the Help Center. An everyone group allows guest users access to essential parts of your Help Center.
Help Center
Usergroup and department permissions dictate customer access. Insufficient departmental access means certain usergroups will have restricted access to certain departments.
Agents
You control what agents can see and do on your helpdesk. Change agent access settings for agents individually or apply access limitations to agents across departments or groups.
Customers
Customers can be added to usergroups in the CRM from which you can set access permissions for the Help Center. An everyone group allows guest users access to essential parts of your Help Center.
Routing
Ensure support requests reach your helpdesk smoothly
Link multiple accounts and channels to route into your helpdesk; let your agents respond to support requests from one intuitive helpdesk solution.
Tickets
Chat
Voice
Social
I would definitely recommend it to anybody who needs a helpdesk system that is powerful, full of customization and affordable.
Manager of IT Student Workforce
Automation
Tailor your helpdesk's automations to keep things running smoothly
Automate ticket event processes in your helpdesk to ensure your tickets are organized and don't fall through the cracks. Create custom automations to easily route tickets within the helpdesk.
Triggers
Create automations to allocate new tickets to categories and be auto-assigned an agent or team based on pre-determined criteria.
Escalations
Automate the process for tickets left in a particular state for a set amount of time so they don't go unresolved. Tickets undergo your custom escalation settings, such as change in urgency, re-assignment or sending a follow up.
SLAs
Create custom SLAs across different departments and define rules across your organization to ensure agents meet ticket response expectations. Actions are prompted when a ticket is close to failing an SLA.
Ticket Management
Organize your helpdesk with custom ticket criteria
Agents create their own custom values to organize tickets in the helpdesk interface. Making it easier to search for tickets by the criteria they meet.
Filters
Categorize your tickets with custom filters
Define your own filters to group tickets in your filter pane; this creates a category where tickets with properties matching the custom filter fields end up.
Control the filter pane display by only showing tickets that match certain criteria, this lets agents create highly specific ticket filters to show them exactly the tickets they needs in an instant.
Queues
Stay on top of your tickets
Queues ensure agents stay on top of their allocated tickets, custom queues can be created to organize email, chats or voice using specific criteria.
Add specific agents to your round robin to automatically distribute the workload fairly between agents.
Chat
Agents can accept a chat which assigns them a ticket or decline and put it back into the round robin.
Voice
Auto-assistant and IVR route calls from customer input to the correct department where agents are automatically assigned to a call.
Search
Search your helpdesk with ease
Apply custom labels to tickets to enable quick search from the search bar in the agent interface.
You can filter your searches with Deskpro's saved search function; which enables agents and admins to create search categories within the agent interface.
Tickets are allocated to these categories by preset query fields that determine where a ticket is stored.
Reporting
Customizable reporting gives clear insights into your organization
Use DPQL query language to generate a wide variety of reports for your organization. Combine dozens of metrics to form highly specific reports and gain rich insights into your performance.
Dashboards
View live updates to your organization's statistics on a curated dashboard; control how you want your data to be displayed, by teams, department or even individual agents.
Reports
Create custom reports to view specific statistics for your organization by using a guided process or DPQL query language to retrieve data for particular sets of criteria.
DPQL
Create highly specific reports through Deskpro's stat builder. You can create and edit these reports either through the guided DPQL process or by editing the raw DPQL, the choice is yours.
Permissions
Admins decide who can access the reports component. If agents are granted access they either have a view only option or are free to build their own reports. You can also control who has the ability to share reports with others.
We needed something that was very customizable and easy to gather reports on.
Director of Engineering
Satisfaction
Monitor satisfaction through customer feedback
Measure performance of agents alongside tracking customer satisfaction. With customizable surveys you can choose what specific factors to receive feedback on. Your customers will be able to rate and comment on the support service they receive.
A ticket's survey rating can be automatically added as a label making it searchable by rating category.
Tickets
Customers can leave feedback on each individual agent response on a ticket to rate how helpful it was.
Security & Authentication
Choose how to secure your helpdesk and protect your data
Customize your helpdesk's security measures to protect your organization. Streamline log in processes with agent and customer authorization to help keep your database even more secure.
Single Sign On
Configure multiple options for SSO to the Deskpro platform for both agents and customers when they are logged into external accounts.
Link your authentication source
Decide which log in routes you will allow from industry standards like Active Directory, LDAP and SAML, as well as social accounts.
Password Settings
Customize your password policies for agents and customers. Set a minimum password length, block reusable passwords, rules for the content of passwords and password expiry limits.
Round Robin
Create your own workload allocation and triaging machine
Round robin automation shares workloads evenly across your agents and teams. Select a round robin to systematically assign tickets to the next agent in the queue.
Apply settings to determine how and when agents are selected; such as agent least utilized or skipping agents that aren't online. Perfect for managing ticket allocation even when staff are ill, on holiday or working on other projects.
Apps & Integrations
Create a unique helpdesk by integrating your own combination of apps
You can introduce any number of apps and widgets from Deskpro's library of bespoke apps and integrations that will boost agent productivity.
Your Own Apps
Code your own apps and widgets to be fully integrated into your helpdesk and extend your support capabilities using simple Javascript and HTML.
Webhook Actions
You can create automatic triggers that respond to helpdesk events with webhook actions.
Full REST API
Easily retrieve, create and update your helpdesk's data; whether by automating a task or integrating your helpdesk with existing systems.
Deskpro is a very flexible and easy to use ticketing system environment. The integration with our Active Directory was a breeze and customer support was phenomenal. I’m very happy with the product and recommend it to every business.
