heading

Email

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.

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.

Increased Visibility

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

Deskpro takes away all the manual processes of an email inbox with rich automation tools.

Stay on top of tickets

Never forget to action tickets with helpful and automatic follow ups to boost resolution times.

Optimized workflow

Take the guess work out of your helpdesk processes by creating ticket triggers.

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 EvansVP of IT Operations

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.

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 WeissDirector of LTL Operations

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.

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.

Stack actions together

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

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.

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.

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 PolackoffVP of Sales & Client Relations

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.

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.

We are always glad that we moved from Outlook to Deskpro, our capacity to handle support is much better now. We can measure our performance and stay on top of all our client communication.
Mustafa BüyükkayaIT & Business Development Manager
Deskpro makes it easier to track everything, and open ticket emails aren't getting lost like they were in the past.
Brad CraleySenior Systems Admin
I proposed Deskpro to my company, as a customer service tool, because we were using Outlook to respond to all the customers and it was impossible for running reports.
Liliana CarouCustomer Service Supervisor
Our company wasn’t streamlined. Agents would open emails in Gmail or Outlook and forget to respond on time, slowing down the conversation and not providing a great experience for our clients.
Roshan VinayanProject Manager

Chat

Live chat is a quick and easy way to assist your customers in-the-moment; making life easier for everyone involved.

Voice

Fully-integrated call center solution built directly in your helpdesk.

Social

Facebook, Twitter & WhatsApp integration is coming soon. Sign up for notifications regarding Deskpro Social.

Forms

Collect information in a more structured way than email, by using forms.