Support tickets are created in Deskpro when a user contacts your organization through any of your channels connected to the helpdesk. These include email, chat, phone, or social.
Customers can submit tickets using a simple web form featured on your customizable helpdesk portal. Deskpro comes complete with powerful custom fields, allowing you to capture the specific information you want displayed on tickets, user profiles, organizations and live chats.
Eliminate task confusion and promote agent accountability
Resolve issues faster with team-wide communication and collaboration
Access entire message history and capture unique customer information
Clear tickets efficiently and effectively with automation tools
Promote visibility by automatically turning support emails into tickets, and display them within a simple interface.
Automatically highlight the tickets that are awaiting attention with a simple ticket status system.
Filter, group, sort and label every ticket to organize your inbox, and see which customers need your attention next.
Find any ticket with our powerful global search tool, so no critical information ever goes unfound.
Craft the perfect response in just two clicks with Snippets. Allow agents to insert common responses almost instantly.
Simply automate your common helpdesk processes with macros, which automatically carry out a series of predefined actions.
Edit or reply to dozens of tickets simultaneously with mass actions.
Run actions based on the time a ticket has spent in a certain state with escalations.
Automated rules work together to increase or decrease a ticket urgency.
Extend the capability of your helpdesk with webhook actions.
Understand team performance and customer behaviour. Run custom or out-of-the-box reports to reveal key insights.
Deskpro features free native apps for iOS and Android, allowing you to resolve customer issues from almost anywhere.
Deskpro operates using bank-level security practices, and relies on leading third-party threat protection.
Provide your international customers with support using Deskpro’s built-in Microsoft Translator.