Knowledgebase software for self-service support

By providing your customers with 24/7 access to answers on an online knowledgebase, you can reduce customer support tickets.

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

Give your customers the knowledge platform they deserve

Improve the quality of your content and support with a publishing platform where you can provide customers with more than just a helpdesk.

Reduce the number of tickets created by suggesting articles in your knowledgebase if they match a customer's queries.

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.

Ticket Deflection

A knowledgebase that never stops working for you

Create an article once, that solves an issue for hundreds of customers in the future. Ticket deflection occurs when customers are able to help themselves to information instead of opening a ticket with customer support. When done right, ticket deflection empowers your customers and frees up your support team to handle only the issues that require human intervention.


01
Customer tries to submit a support ticket

If your customer can’t find the answer they’re looking for or prefers to contact you from the start, they will start by submitting a ticket to your helpdesk.

02
Deskpro, automatically suggests helpful articles from your knowledgebase

As a customer is typing in the subject of a ticket, related knowledgebase articles that might solve their problem are suggested.

03
Customer opens a relevant article

If a suggested knowledgebase article looks like it might solve a customer’s problem, they can go directly to that content and find out.

04
Success! Your customer has solved their problem all on their own

The top level goal for our knowledgebase is to steer the customer to some level of self-help, because in order for our business to scale, we need customers to have access to online-based resources that allow them to answer their own questions.

John Issa
Director of Operations
14 day free trial
No credit card required

find answers

Make finding the right answer easy for everyone

Customers want to find answers to their problems quickly. Help customers find solutions to their problems with ease by organizing your Deskpro knowledgebase.

Instant Search

Give customers instant answers with powerful search across the whole knowledgebase. Intelligent search suggests articles as they're typing.

Labels

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

Related Content

Articles are optimized for search engines and related content can be linked. Ensuring that when customers are googling questions they will discover your answers.

metrics

Check to see if you are actually helping

Understand what answers your customers are looking for. So that you can measure and improve your knowledgebase content.

Views

See how many times your articles have been read.

Comments

Decide whether you want to allow comments on articles and posts, providing a place for customer engagement.

Helpfulness Rating

Customers can rate each article as helpful or not, giving an overall helpfulness rating.

text editor

Collaborate for easy editing and knowledge management

Creating new knowledgebase articles and keeping old ones up-to-date is easy with the fully featured publishing interface. Author content using rich and easy-to-use publishing tools with HTML.

subscriptions

Ensure your 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.

We’re always referring people to our Knowledgebase that contains over 500 articles. Customers love it that they can help themselves at any time, day or night and our agents love it because it reduces the number of tickets we receive.

Mike Wray
President, Mariner Software
14 day free trial
No credit card required

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

Multi-brand

Scale your self-service support with Multi-branded knowledgebases

Provide support to multiple independent brands, products, services, or audiences with unique knowledgebases you can manage from one software.

Discover more on Multi-Brand

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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 knowledgebase.

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.

Your choice of deployment

Deskpro is one of the few knowledgebase systems that you can choose to run in the Cloud (Hosted) or On-Premise (Self-Hosted). Same great product, just different deployment choices.

On-Premise

Cloud

Migration Made Easy

Can't Decide?

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