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Help Center

Help your customers help themselves

Make support easier for customers and agents with a 24/7 self-service Help Center.

24/7 Knowledgebase Software

Allow customers to help themselves by offering them a library of resources.

Branded Content Platform

Make your help center look as beautiful as your website.

Multi-Channel Help Center

Let customers contact you in the way that suits them best.

Fully Integrated With Your Helpdesk

Link your help center and helpdesk together for optimal support.

Consolidated Content

Manage content in a single platform customized to your needs with Help Center

Regardless of format, consolidate all your content in a single platform that can be made accessible to all customers. Pick and choose the configuration of content types that works for your organization.

Help yourself

Empower your customers with a Knowledgebase

Help your customers to help themselves by publishing articles & FAQs that address their most common customer problems and questions.
Categories
Make it easy for customers to find the help they need by categorizing and grouping knowledgebase articles.
Articles
Publish articles rich with editing functionalities that help your customers find answers they need.

Messenger

Make your Help Center content accessible from any page

Your Help Center content can be made available on any page on your website through a messenger widget.

Customers using the widget can access all of your knowledgebase content through the widget; providing an alternative user interface with your Help Center combined with live chat.


Guide your customers to greatness

Sometimes your customers need you to hold their hand through an issue; but this is time consuming for agents. Guides allows you to create structured self-service content providing customers with a step-by-step walkthrough of your product or service. So you can help your customers solve their own problems, without taking up your agents time.

Check out our Guides

The guides feature is one of my favorite things on Deskpro and our customers really love it too.
Luke BryantCustomer Support Manager

drag and drop

Effortless navigation

Easily manage how content will appear to your customers with a live drag and drop management system.

Within each guide, it’s possible to create nested topics with a hierarchy of volumes, chapters and pages, keeping the information organized and easy to navigate.

find answers

Make finding the right answer easy for everyone

Customers want to find the answers to problems when it suits them. Reduce the effort it takes for customers to solve their own issues and help them quickly find solutions to their problems the first time they access your content.

Instant Search

Give customers instant answers with powerful search across the whole Help Center, including Knowledgebase articles, guides, community topics and news.

Intelligent search begins to suggest articles as they're typing.

Search Words

Ensure important content is always included in the top of search results by assigning frequently used keywords to articles.

Labels

Organize your library of content to help customers and agents find answers faster when they search, by assigning labels to published content.

Related Content

Increase discoverability of content and ensure that when customers are searching for answers, they’ll discover your solutions first.

Articles are optimized for search engines and related content can be linked.

Sub-Categories

Create a structured knowledgebase with unlimited sub-category nesting to put your content where you want it.

Place the same article in multiple sub-categories, great for organizing large and small content libraries.

We always refer people to our Knowledgebase with over 500 articles. Customers love that they can help themselves day or night and our agents love that it reduces the number of tickets we receive.
Mike WrayPresident

Ticket Management

Conveniently manage your tickets from the Help Center

You can access your tickets from the Help Center; view lists of your tickets and notifications with ease.

The Help Center lets you conveniently manage your ticketing from a different interface and helps you stay on top of things.

CUSTOMIZATION & CONTROL

Maintain your brand identity with full customization

Support content shouldn't have to look dull. A familiar branded content platform helps your audience feel safe and increases trust in your brand.

Set your own color scheme, logo and header image to reflect your brand - with an easy-to-use template system and CSS.

Centralize support with a multi-branded helpdesk

Provide support to multiple independent brands, products, services or audiences with unique Help Centers you can manage from one helpdesk.

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content that shines

Delight your customers with friendly and personalized support

Improve the quality of your content by choosing a publishing platform where you can provide customers with more than just a plain word document.

Glossary

Show definitions of terms used across other content to reduce confusion.

Attachments

Attach formatted documents that can be shared in messages.

Feedback

Share quality content with customers by tracking metrics to improve current articles.

Custom Fields

Define custom fields and flexibly add additional information to content.

Embedded Media

Provide customers with all the context they need to solve their problems.

PDF & Print Articles

Share and present formatted documents.

quality content

Publishing made easy

Author content using a rich and easy-to-use publishing interface. Moderate content with the ability to draft, approve, publish, and archive articles.

community

Discover what customers really think with Community

Crowdsource improvements by allowing customers to see, comment and vote on topics most important to them. Provide a roadmap to track progress of responses to feedback and show you are listening to them.

HELP EACH OTHER

Promote collaboration

Improve engagement by allowing customers to provide you with feedback, enabling customers to collaborate, discuss and help each other to solve issues.

Comments

Customers can reply to content and other people as well as upvote comments deemed most valuable to discussions.

Moderation

Keep your community free of spam and offensive content by reviewing comments and topics before they are published.

CONTENT TRANSLATION

Delight customers of any language with friendly localized content at scale

Speak the language of your customers and build stronger relationships across the world by publishing articles in different languages.

Learn more about Localization

News

Connect instantly to your customers with up-to-date News

Keep customers constantly engaged and in-the-know by communicating the most recent news, blog posts and announcements.

Categories

Organize news posts into categories to communicate specific types of content and quickly distinguish them with colors.

Cover Images

Add images to news posts to provide context and a captivating preview.

Subscriptions

Ensure customers never miss an update

Subscriptions allow customers to be notified via email of any new articles, changes and updates to the knowledgebase.

Individual articles, categories and the whole knowledgebase can be subscribed to, along with News and Community content.

STICK TO A CONTENT STYLE

Keep content consistent and fresh

Avoid confusing customers and save time by building structure and consistency into content.

Templates

Ensure that your news posts use the same format. Agents can create templates for different purposes and save time by using them again and again.

Freshen Up Stale Content

Choose when you want content to be reviewed by your team, keeping it up-to-date and relevant.

files

Centralize the secure sharing and storing of Files

Make files available to your customers and agents, whether it is a pdf, a brochure, a software application or driver.

Deskpro provides you with the ability to host files within knowledgebase articles, guides and news. It also has a dedicated file storage area for your external or internal customer base.

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

CONTROL WHO SEES WHAT

The right content for the right audience

With Deskpro you can make content available for internal and external use on the same Help Center.

Usergroup Permissions

Specify permissions to limit what content customers can view. Permissions may also be set up for internal knowledge management such as employee training, answering HR questions or storing important documents on the same self-service support site as customer FAQs.

FULL INTEGRATION

Seamlessly integrate your Knowledgebase and helpdesk software

Create an article once, that solves an issue for hundreds of customers in the future.

NEW TICKETS, NEW CONTENT

Turn your most common questions into a resource for new content

Keep your knowledgebase up-to-date and your customers in the loop whilst reducing tickets for your agents.

Multi-Channel Helpdesk Software

Capture every message seamlessly

Customers want truly smooth, multi-channel support, so you need a helpdesk that can keep up. With Deskpro, customers can contact you however they need, and you can manage all support interactions in one intuitive interface.

Email

Every customer request or conversation is owned, transparent, and resolvable.

Chat

Connect with customers and resolve issues in real-time on live chat.

Social

Support your customers' needs on the platforms they depend on.

Voice

Make supporting customers over the phone simple with intelligent call center software

Forms

Dynamic forms capture the relevant information your agents need to solve any issue.

We've created a support Help Center and that's been a wonderful feature for our customers to use.
Sarah KippernesHead of Support
We’ve started testing different branded Help Centers for the different products that our clients use.
Brian ThomasonIT Systems Engineer
We currently support six different customers and use the Help Center for all of them so we have personalized branding for each of those customers.
Luke BryantCustomer Support Manager
We direct staff to the Help Center instead of sending us an email because there are specific questions they have to answer and this way we can drive responses.
Nick MartunasIT Manager