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Email Ticketing System
Manage issues with email ticketing software
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.
Remove confusion around who responded to what, when and how. See the whole conversation with customers and prevent duplicate responses.
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
social
Help customers on platforms they love
Enhance social media customer service with Deskpro's comprehensive software. Support across WhatsApp, Facebook, Twitter and SMS with helpdesk integrations.
forms
Structured data, for quicker responses
Use dynamic forms to collect information for a more structured process. Forms help to streamline your support & allow for more personal interactions.