Our organization required a ticketing system that was powerful - yet simple for both agents and end-users.
With very specific business needs, our organization required a ticketing system that was powerful - yet simple for both agents and end-users.
Evie Brown, Helpdesk Manager
Our response speeds are up due to Deskpro’s easy-to-use agent interface, and our ticket volumes are down due to the efficient self-service knowledgebase.
Jason Voice, Technical Support Manager
Customer service has traditionally been something of an afterthought for most businesses. Today, it’s your key differentiator and a vital component of your brand’s success. The way you handle customer support can drastically impact your bottom line, but the need for your department to remain efficient and low-cost is higher than ever.
Deskpro is built with the enterprise in mind. Manage all your customer interactions, across all channels, from one single helpdesk. Whether you need to radically improve departmental efficiency, or revolutionize customer experience, Deskpro can help.
Long-term commercial success means living and breathing security. Significant data breaches can do irreparable damage to your brand reputation, and news about the latest security screw-ups now travel at Twitter speed.
Deskpro has all bases covered. We offer both On-premise and Cloud helpdesk deployments. Our Cloud servers operate with state-of-the-art level security technology, and can be hosted in either the EU or USA. If your requirements or preferences ever change, Deskpro allows you to easily switch between deployment options.
Deskpro is much more robust than our previous helpdesk. It’s a shame we didn’t move sooner.
Because we take our security seriously, Deskpro can guarantee over 99.9% uptime.
Deployment and maintenance of our servers is automated. Leading third-party protection minimises security risks.
Don’t have the resources to host your own server? Our Cloud service is secure and reliable.
Define password policies, or restrict logins from untrusted IP addresses.
Our data centers are regularly audited to meet the SSAE16 SOC 1 Type I standard for physical security.
Success comes with its own problems. If you need to handle an overwhelming volume of support requests every week, it makes managing the pressure to remain highly-efficient whilst providing personalised support a significant challenge.
Deskpro has everything you need to simply get more done. Our software offers an arsenal of powerful automation and productivity features, allowing you to provide efficient - even if yours is one of the busiest helpdesks out there.
Deskpro allows agents to communicate with each other within the helpdesk using IM and “@” mentions.
Mass actions and macros allow agents to apply the same action to up to 50 tickets at a time.
Agents can use snippets to insert pre-written text with just a couple of clicks.
Use triggers and escalations to run dozens of automatic actions in response to events in the ticket life-cycle.
Agents can see exactly when tickets are approaching an SLA or getting stale, and are prompted to act.
With snippets, agents simply select the correct response, personalise it and send it straight across to the customer.
Customer support can sometimes be perceived as nothing but a cumbersome cost generator to the rest of the organization. You might understand the potential of incredible support, but the key to success is often proving the value of support to the rest of the organization, and the ability to tie results back to activity.
Deskpro makes it easy to understand how your team is performing. Our software comes complete with intelligent and intuitive reporting features, allowing you to understand the performance of your helpdesk, and improve the metrics that matter.
Deskpro allows us to find out about our users, and tweak the way we work to service them best.
Deskpro offers 150+ built-in and customizable reports that display data any way you like.
Improve agent performance with handy features like macros, snippets and mass actions.
Identify how to improve crucial support processes and workflows, reducing friction for everyone.
Today, technology matters to almost everyone. The quickening consumerization of IT means your end-users expect Apple-like interfaces and intuitive features from software they interact with on a daily basis. On the other hand, your IT teams are faced with the challenge of creating a functional and secure ecosystem of applications that are as easy to maintain as they are to use.
Invest in software that both technical and support teams love. Deskpro is built with your IT infrastructure in mind, allowing you to benefit from our easy-to-use app and widget framework, and a full-featured API for developers.
Developers can effortlessly retrieve, create and update helpdesk data.
Our library of bespoke helpdesk apps and integrations means you can pull information from other apps.
Create automatic triggers which respond to events within your helpdesk with webhook actions.
The ability to migrate our data to our new helpdesk meant we were able to get our customer support set up swiftly.
Handling diverse requirements for support when you’re a global brand powerhouse is never as easy as it seems. You need flexible helpdesk branding options to reflect the varied nature of the internal and external users who need your support.
Deskpro is perfect for meeting even the most diverse support requirements. Our software gives you the ability to create multi-branded portals for different departments or types of support you offer end-users. Define how users interact with your support function, whilst keeping all agents aligned in a single helpdesk.
We have two customer-facing brands we can now separately manage using the same agents, and the same helpdesk.
Create knowledgebase articles, news posts, downloadable resources, chat widgets, and contact forms.
Brand each portal with different logos, colors, fonts and layouts to reflect your organization or department.
Each department can have its own portal subdomain, meaning users find solutions to problems easily.
Tickets are automatically categorized by department from the portal.
Assign agents to certain departments, guaranteeing users the best support from the best agents.