Too many of today’s support teams still rely on highly-manual processes for managing tickets and tasks within their helpdesk. This means delays in resolutions, poor communication, frustrated staff, and unhappy customers.
Deskpro comes with an arsenal of time-saving automation features as standard, so your support operation can remain lean, efficient and most importantly - can spend more time focusing on creating happy customers.
Automatically categorize tickets and assign them to the right agent or department based on flexible criteria.
Assign followers and distribute notifications to agents who require visibility into certain ticket changes.
Set up auto-replies and configure updates to make sure users are never left in the dark regarding the status of their issue.
Set up integrated and automatic urgency scores so agents understand which tickets to handle next.
Set custom goals for ticket response times and automatically prompt agents to act when SLAs are at risk.
Increase ticket urgency, re-assign tickets, or send survey requests after tickets have spent a defined period of time in specific state.
Link email accounts to departments for automatic ticket assignment. Make sure agents aren’t overloaded by spreading workload using 'Round Robin' distribution.
Deskpro Voice includes simple dialpad audio menus, allowing you to route users to the right department or agent before calls appear in the interface.
Configure intelligent automations that run actions for almost any situation in the helpdesk - without even leaving ticket.
Craft the perfect response in just two clicks with Snippets. Allow agents to insert common responses almost instantly.
Simply automate your common helpdesk processes with macros, which automatically carry out a series of predefined actions.
Extend the helpdesk with dozens of built-in apps and integrations
Connect all of your support applications together. Set up automations for events like new tickets, people, and organizations.
Our library of bespoke helpdesk apps and integrations means you can pull information from other apps with ease.
Send automatic text messages with Deskpro SMS integrations. Keep your teams in-the-know on urgent issues.
Create automatic triggers which respond to events within your helpdesk with webhook actions.