Email management and a powerful ticketing system

Effortlessly track, prioritize and solve every support email within a single ticketing system.

Support tickets are created in Deskpro when a customer contacts your organization through any of your channels connected to the helpdesk. These include email, chat, phone, or social.

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Connected Support

Resolve issues faster with team-wide communication and collaboration.

Clear Communication

Remove confusion around who responded to what, when and how. See the whole conversation with customers and prevent duplicate responses.

Ticket Status

Ticket statuses let agents and customers know who is waiting for who. Automations can be set up for tickets that have been in a status for too long. Tickets can also be tracked on their status and length of time in a status until resolution.

Followers

Sometimes agents need help and more than one person is involved in solving an issue. By following a ticket, you can receive updates and track its progress, perfect for a manager to track certain high priority issues.

Ticket Assignment

When emails are received by your helpdesk and turned into tickets, set up routing to define which team or department queue the ticket is assigned to. Individual agents can then be assigned tickets to solve.

Boost your support

Don't settle for just a shared inbox

Transparent visibility makes the lives of your management team easier; incorporate a helpdesk that tracks your tickets, automates your workflows and makes sure nothing slips through the cracks.

Never have to question your performance, customer satisfaction or efficacy again. Gone are the days of losing tickets and having a disorganized inbox full of confusing messages.

A helpdesk that takes the confusion away

Relying on a shared email inbox is setting yourself up for disaster with missed emails, an inability to track workflow and agent confusion.

Deskpro will make your ticket management as simple and painless as possible from day one. With powerful helpdesk features that surpass the capabilities of a standard shared email system; simplify the organization of your incoming tickets and easily stay on top of your support.

Automate everything

Stay on top of tickets

Optimized workflow

Using Outlook, we didn't have visibility. Things got to a stage where we knew we had to change. Management couldn't give reasons why things were happening because we didn't have the reporting capability.

Chris Evans
VP of IT Operations
14 day free trial
No credit card required

Tickets

Deskpro makes email support simple

Emails sent into your helpdesk are registered as tickets, which will be routed to the correct department based on your helpdesk settings.

Cloud

Your customers will submit tickets to a default Deskpro email address like contact@yourhelpdesk.deskpro.com or you can link up external accounts. You can add multiple agent accounts that will automatically filter your tickets to the right agents.

On-Premise

With On-Premise you can connect your support email accounts to your helpdesk, where each email account will be linked to a department.

A seriously organized team inbox

Understand exactly what you need to tackle next with just a simple glance at your ticketing system. Eliminate task confusion and promote agent accountability.

Email to Ticket

Every email that is received by your helpdesk gets turned into a ticket. Automations and workflows ensure that it gets to the right agent or team to be solved.

Multiple Email Accounts

With Deskpro, you aren't restricted on the number of different emails and aliases that you create. Handle multiple email accounts, all routed into one platform.

Departments & Teams

Set up your organization in a structured way so that teams or departments can work closely together.

Outlook was a nightmare. With Deskpro, I can run reports on pretty much anything, and keep an eye on how my team are doing in real-time.

Andrew Weiss
Director of LTL Operations, eShipping
14 day free trial
No credit card required

Gain better customer insight across every conversation

Access entire message history and capture unique customer information to give your customers personalized support, every time.

Full Context

Customer information shown on tickets can be customized to show relevant details for your agents. Such as company, previous tickets, current open tickets or any other notes.

Notes

Sometimes it takes more than one person to help solve a customers issue. Private internal notes can be written on tickets to provide others with more context or ask other agents for help.

CRM Integration

For an agent to provide the best response to a customer, they need context. Deskpro provides an in-built CRM as well as integration with your own CRM system.

A ticketing system that's totally painless

Clear tickets efficiently and effectively with automation and productivity tools.

Snippets

Provide instant answers

Allow agents to send full and personalized answers to customer questions in just a few clicks. Canned responses drastically increase the number of tickets that can be responded to each day.

Macros

Stack actions together

Level up your common helpdesk processes using macros, which automatically carry out a series of predefined actions.

Mass Actions

Scale up your support

You may find that you need to apply the same action or response to a number of tickets at once. Instead of clicking through each ticket one by one, you can carry out mass actions.

Message all users affected by a problem to tell them what’s happening, inform them when the problem is fixed, and resolve all their tickets at once.

Escalations

Stay in regular touch

Increase ticket urgency, re-assign tickets, or send survey requests after tickets have spent a defined period of time in a specific state.

Round Robin & Triggers

Balance support workloads

Set tickets to trigger dozens of different actions after almost any helpdesk event. Ensure that all of your agents get the same amount of work, using round-robin to distribute incoming tickets evenly across your team.

Everything included, in one place

When we say that your helpdesk is customizable, we mean it. With Deskpro, you can add unlimited changes, such as custom fields on tickets. That provides your agents and customers with a helpdesk, rather than just email.

Custom Fields

Agents can see all the relevant ticket information, dragged through from Forms, or from email. Can be customized to only show agents certain forms.

agent ownership

Boost your agent accountability

When you just use a shared inbox, such as Outlook, knowing what agent has done what and when is tough. With specific tools to help agents perform their job better, Deskpro will promote transparent communication so your agents can thrive.

SLAs

Service Level Agreements (SLAs) enable you to set up goals for handling your tickets. Making it easy for your agents to track them and maintain high standards of support.

Notifications

Alert agents to new tickets or changes via email and browser notifications. Not all agents spend 100% of the time in the helpdesk. Getting notifications is especially useful for those not doing customer support the whole time.

Follow Ups

After the first response, ensure your agents never forget to follow-up with Follow Ups. Prompt agent activity on tickets and set reminders to ensure agents are doing everything they can to get a ticket to resolution. Multiple time-based actions are possible.

We looked at all the major players in the industry and none of them could come close to Deskpro in price, functionality or customer service.

Brian Polackoff
VP of Sales & Client Relations
14 day free trial
No credit card required

stay organized

Make support clear for everyone

Filter, group, sort and label every ticket to organize your inbox, and see which customers need your attention next.

Queues

Create specific queues to help agents keep on track and managers understand the workload of their team.

Labels

Tag content in the helpdesk such as tickets, customers and organizations. Filters, searches and automations can be actioned on tickets with labels.

Sophisticated search

Find any ticket with our powerful global search tool, so no critical information ever goes unfound.

Get Answers Fast

Our speedy search ensures agents get the answers they need to resolve customer issues with ease.

Search the Entire Helpdesk

Full helpdesk search allows agents to access all relevant tickets, CRM profiles, and knowledgebase articles using simple queries.

Saved Search

For regular searches of the helpdesk, you can save the specific criteria as saved search categories. These can be accessed with a single click, and prevent you re-entering specific search criteria everytime.

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