See the history of messages between your customer and your helpdesk across all your channels. No more wasted time searching emails. No chance of users getting two conflicting answers.
Gather all the information you need to fix an issue with custom fields. Flexible configuration means you can always display the right fields for each kind of issue.
With one click, you can see all the customer's previous tickets and chats plus notes, files and contact information.
Trying to manage your customer support in email can become a nightmare of tangled threads and missed messages. Using DeskPRO fixes all that.
Keep your existing support email accounts, but automatically turn incoming emails into tickets.
Everyone can access the helpdesk through the best channel for their needs: email, the web, or mobile. DeskPRO ties it all together.
Users can log in to the portal to view and manage their tickets. Let them update information, search the answers to their previous tickets, and enable managers to view all tickets for their organization.
If you prefer, you can configure DeskPRO so users only interact with the helpdesk by email. They don't need to know you're using a helpdesk at all.
Custom notifications ensure you're alerted to what's important, but not overloaded. Combine email and desktop notifications to suit the way you work.
DeskPRO is built with agent productivity in mind. Change or reply to dozens of tickets at once with mass actions. Automate repetitive jobs with macros. Insert common answers instantly with snippets.
DeskPRO's simple status system makes it clear who needs to act on a ticket next. The agent interface highlights the tickets that are awaiting attention, and color-codes by urgency score.
Control your view of the helpdesk with sorting, grouping and custom filters, so you can always see the tickets that matter.
Easily group related tickets with color-coded labels.
Assign each ticket to an individual agent. It's always clear who's dealing with an issue.
When another agent is writing a message to a user, you can see their draft in real time. There's no chance of needless double replies.
Discuss a ticket behind the scenes with internal agent notes. See them with other ticket messages, so the context is always crystal clear.
Just @ another agent in a note to let them know you need their input through the built-in agent IM system. No need to wait for them to check their email.
Sometimes you need to deal with an issue outside the helpdesk. Quickly forward any message as a regular email.
Customers emailing you direct when they should be going through the helpdesk? Just forward their emails to DeskPRO to create a ticket.
If you're providing support for a company, you need to treat it as a whole, not a group of unrelated users. Automatically group users by organization based on email domain, then appoint managers who can view all of an organization's tickets.
Need a multiple choice field, but with different choices for each organization, so you can record which building or server is affected? DeskPRO offers unique "per organization" and "per user" custom fields.