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.

Christian Cantinelli
Service Manager
14 day free trial
No credit card required

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.

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.

Alex Oquendo
Manager of IT Student Workforce
14 day free trial
No credit card required

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.

Email

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.

Azeem Javed
Director of Engineering
14 day free trial
No credit card required

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.

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.

Mohamed Jad Amouri
Senior Lead IT Engineer