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Email ticketing system for customer support

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.

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Email ticketing

What is an email ticketing system?

An email ticketing system is software that converts every incoming support email into a ticket: a trackable record that can be assigned to an agent, prioritized, and followed through to resolution. Deskpro builds on this foundation with routing rules, automation, and reporting, so support teams can handle high email volumes without losing track of a single request. 

Unified email support system for faster resolution

Accelerate issue resolution with our integrated platform that fosters seamless team communication and collaboration.

Clear Communication

Clear Communication

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

Clear Communication

Ticket Status

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.

Ticket Status

Followers

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.

Followers

Ticket Assignment

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.

Ticket Assignment

How Deskpro's email ticketing system works

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1.) An email automatically becomes a ticket

When someone emails your support address, Deskpro instantly converts the message into a ticket with a unique reference number, capturing the sender's details and full message content. Nothing needs to be forwarded, copied, or manually logged.

send

2.) Routing sends it to the right place

Triggers and routing rules assign the ticket to the correct team, department, or agent based on the address contacted, the message content, or any criteria you define. Round robin distribution can balance workloads evenly across your team.

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3.) An agent replies from the help desk

The assigned agent responds directly from Deskpro, with full customer context, snippets, and collaboration tools at hand. The customer or employee receives a normal email reply, and any response they send threads back into the same ticket automatically.

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4.) The ticket is tracked end-to-end

Statuses show exactly who is waiting on whom, escalations flag tickets that sit too long, and reporting captures response and resolution times. When the issue is solved, the full audit trail stays searchable for future reference.

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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

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.

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 help desk processes by creating ticket triggers.

Team accountability

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 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.

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.

email to ticket
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Email to Ticket

email to ticket

Every email received by your help desk becomes a ticket. Admins create automations and workflows to ensure each ticket gets to the right agent or team to be solved.

Unlimited Email Accounts

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

Departments & Teams

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Structure your organization so teams or departments can work closely together, and use powerful automations to control who has access to what.

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.

Full Context
User Notes
Integrate with your existing CRM

Full Context

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.

User Notes

User Notes

Sometimes it takes more than one person to help solve a customers issue. Summaries or notes can be added to a User's profile to provide others with more context.

Integrate with your existing CRM

Integrate with your existing CRM

Deskpro's in-built CRM can enable Agents and Users to sign in with your existing SSO methods, and can integrate with external CRM systems.

Unified email support system for faster resolution

Accelerate issue resolution with our integrated platform that fosters seamless team communication and collaboration.

Snippets

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.

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snippets

Macros

Macros

Level up your common help desk processes using macros, to automatically carry out a series of predefined actions in one go.

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macros

Mass Actions

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.

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mass actions

Escalations

Escalations

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

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escalations

Round Robin and Triggers

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.

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round robins and triggers

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.

Deskpro's customization capabilities

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.

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.

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labels

Queues

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

Labels

labels

Tag content in the help desk 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 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.

Integrated Call Center Software for Efficient Customer Support

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.

Streamline social media customer service interactions

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.

accelerate-response-with-dynamic-customer-service-forms

Dynamic Forms

Accelerate responses with dynamic customer service forms

Use dynamic forms to collect information for a more structured process. Forms help to streamline your support & allow for more personal interactions.

Frequently Asked Questions

What is an email ticketing system and how does it work?

An email ticketing system converts incoming emails into trackable support tickets. Each message becomes part of a structured workflow where it can be assigned, prioritized, and resolved.

Deskpro automatically turns every incoming message into a ticket, creating a complete email help desk software setup without relying on a shared inbox. This makes it easier to manage volume, track ownership, and avoid missed requests.

How is Deskpro different from a shared inbox like Outlook or Gmail?

A shared inbox does not provide visibility, ownership, or structured workflows. Emails get lost, duplicated, or missed entirely.

Deskpro replaces this with a full helpdesk ticketing system where every request is tracked from start to finish. Teams can assign tickets, automate workflows, and monitor performance in a way that is not possible with standard email tools.

For teams handling multiple channels, this can extend into a full omnichannel helpdesk without changing how email is managed.



Can you create a ticketing system in Outlook?

You can approximate one. Shared mailboxes, folders, flags, and categories let a small team divide up incoming email, and many support teams start this way. But Outlook has no ticket ownership, statuses, automation, or reporting, so as volume grows, requests get missed and there is no way to measure response times or agent workload.

How does email-to-ticket automation work in Deskpro?

Deskpro automatically converts emails into tickets as soon as they are received. From there, rules can route tickets to the right team, assign priorities, and trigger follow ups.

This removes manual sorting and helps teams stay on top of every request. It is a core part of a help desk software email-to-ticket workflow that improves response times and reduces operational overhead.



Can Deskpro handle high-volume email support?

Yes. Deskpro is built to manage large volumes of support requests across teams and departments.

It provides structure through queues, ownership, and automation, making it suitable for use as a customer service ticketing software solution. Teams can manage thousands of tickets without losing visibility or control.

For organizations with more complex environments, this can scale into a full customer service help desk software platform.



Does Deskpro support IT and technical support teams?

Yes. Deskpro can be used as an IT support ticketing system or tech support ticket system, depending on how workflows are configured.

Teams can define routing rules, escalation paths, and ticket ownership to match internal processes. This makes it suitable for both customer support and internal service desk use cases.



Can Deskpro be deployed in a secure or private environment?

Yes. Deskpro offers flexible deployment options, including private environments.

With self-hosted help desk software, organizations can run their email ticketing system within their own infrastructure. This allows full control over data, security, and compliance requirements.

This is especially important for organizations that cannot rely on standard cloud tools.



How does Deskpro improve visibility and tracking across email support?

Deskpro provides a complete view of every ticket, including status, ownership, history, and activity.

This acts as a full help desk issue tracking system, allowing teams to understand what is happening at any point in time. Managers can monitor workloads, identify bottlenecks, and ensure nothing is missed.

Reporting can also be extended using built-in customer service analytics.



Can Deskpro go beyond email into a full support platform?

Yes. While Deskpro works as a complete email ticket system, it is designed to expand beyond email.

Teams can add chat, voice, messaging, and social channels into a single system without replacing their existing workflows. This allows organizations to move from email support to a full omnichannel support platform over time.



How does Deskpro compare to other email ticketing systems?

Deskpro covers the core capabilities you would expect from any email ticketing system: email-to-ticket conversion, routing, automation, SLAs, and reporting. The biggest difference is deployment choice. Alternatives like Zendesk, HappyFox, and Freshdesk are cloud-only, while Deskpro runs either in the cloud or on-premise in your own infrastructure, giving you full control over where your support data lives.

Deskpro also lets you choose the model that powers our AI features, meaning you can even connect private LLMs that your organization is already running. Additionally, we offer unlimited automations across all plans so you can build workflows that match the ways your team works. You can see detailed feature comparisons on our Zendesk, Freshdesk, and HappyFox comparison pages.