Deskpro Cloud
Users submit queries to your default email, like support@acme.deskpro.com, or you can link external accounts. Tickets received will be routed to the right team or department automatically based on the address contacted.
Email Ticketing System
Streamline support with email ticketing software
Effortlessly manage, track, and prioritize all your customer support emails with your all-in-one ticketing solution.
When your customers need help, Deskpro instantly creates a support ticket, no matter which channel they use - email, chat, phone, or social media.
Unified email support system for faster resolution
Accelerate issue resolution with our integrated platform that fosters seamless team 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 help desk 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.
Don't settle for a shared inbox
Transparency and visibility make ticket management less complicated for your team; by incorporating a help desk, you can ensure every ticket is tracked, workflows are automated, and nothing can slip through the cracks.
Never doubt your team's performance, customer satisfaction, or efficiency again. With a unified ticketing system, gone are the days of losing tickets and having a disorganized inbox full of confusing messages.
- Trackable Requests
- Owned Tickets
- Clear Audit Trail
- Accountability & Responsibility
- Increased Issue Visibility
- Faster Resolutions
- Organized Inbox
“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, FROSCH
“Deskpro makes it easier to track everything, and open ticket emails aren't getting lost like they were in the past.”Brad Craley / Senior Systems Admin, Federal Public Defender Office Southern District of Ohio
“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 Vinayan / Project Manager, Impelsys
Increased Visibility
A help desk 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 help desk 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.
Deskpro takes away all the manual processes of an email inbox with rich automation tools.
Never forget to action tickets with helpful and automatic follow ups to boost resolution times.
Take the guess work out of your help desk processes by creating ticket triggers.
When every ticket is owned and trackable it encourages accountability between support agents.
Host how you like
Email made simple no matter your preferences
Whether you choose Deskpro Cloud or On-Premise, emails sent to your help desk are registered as tickets and get routed to the correct department based on your help desk settings.
Deskpro On-Premise
With On-Premise, you can connect your existing support email accounts to your help desk, where each email account can be linked to a department to enable automatic routing.
A seriously organized team inbox
Understand exactly what you need to tackle next with just a glance at your help desk. 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 Weiss / Director of LTL Operations, eShipping
In-built CRM system
Better customer insights across every conversation
Access entire message history and capture unique customer information to give your customers personalized support, every time.
A ticketing system that's totally painless
Clear tickets efficiently and effectively with automation and productivity tools.
Snippets
Agents can send complete and personalized answers to customer questions in a few clicks. Canned responses drastically increase the number of tickets that can be responded to daily.
Macros
Level up your common help desk processes using macros, to automatically carry out a series of predefined actions in one go.
Mass Actions
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.
Escalations
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 and Triggers
Set tickets to trigger dozens of different actions after almost any help desk event. Ensure all your agents get the same amount of work, using Round Robins to distribute incoming tickets evenly across your team.
Everything included, in one place
When we say that your help desk 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 help desk, 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 Polackoff / VP of Sales & Client Relations, Vairkko
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 Help Desk
Full help desk search allows agents to access all relevant tickets, CRM profiles, and knowledge base articles using simple queries.
Saved Search
For regular searches of the help desk, 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 Büyükkaya IT & 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 Craley Senior 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 Carou Customer 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 Vinayan Project Manager
Deskpro Voice
Integrated Call Center Software for Efficient Customer Support
Deskpro Voice: Streamline your call center operations with our integrated cloud-based solution. Improve customer support and resolve issues faster.
Social Media Ticketing
Streamline social media customer service interactions
Enhance social media customer service with Deskpro's comprehensive software. Support across WhatsApp, Facebook, Twitter and SMS with help desk integrations.
Dynamic Forms
Structured data, quicker responses
Use dynamic forms to collect information for a more structured process. Forms help to streamline your support & allow for more personal interactions.