These government organizations use Deskpro for their helpdesk support
Implementation was easy. Nothing difficult. Deskpro by far excelled over the other helpdesks we looked at.Brad CraleySenior Systems Admin
Your helpdesk features
Managing an entire community isn't easy. Your organization has an extraordinary amount of responsibility and you need a helpdesk that is powerful enough to keep up whilst being flexible enough to fulfil your specific needs.
International governments and agencies trust that Deskpro can provide the best support for their communities; get all these powerful features and more to create a powerful helpdesk that holds a number of resources to make the lives of your agents and constituents easier.
All your communication channels stored in one place; your Deskpro helpdesk.
Store your knowledgebase articles and content in one customizable Help Center.
Offer your constituents 24/7 access to a library of relevant resources.
Create individual branded Help Centers for all your organization's subsidiaries.
Automate triggers that direct tickets to the relevant agents or departments.
Reduce demand on your agents with 24/7 access to your Help Center content.
Store essential downloadable resources in one place.
You control access to your Help Center with agent and usergroup permissions.
Implement intelligent automation tools to streamline your helpdesk.
Create a library of custom canned responses to increase agent efficiency.
Fast track agent tasks by automating complex actions and replies.
Pre-arrange replies to run at or after a set amount of time has elapsed.
Multi-Channel Helpdesk Software
Capture every message seamlessly
Your community wants smooth, multi-channel support, so you need a helpdesk that can keep up. With Deskpro, connect through multiple channels and manage all support interactions in one intuitive interface.
Every request or conversation is owned, transparent, and resolvable.
Every request or conversation is owned, transparent, and resolvable.
Connect in real-time on live chat and resolve queries rapidly.
Route any social media communications straight to your helpdesk.
Make support over the phone simple with intelligent call center software.
Dynamic forms capture the relevant information your agents need to solve any issue.
Resolve Issues With Ease
Never lose track of tickets from your community
Our full-featured software simplifies communication with your constituents by creating efficient and effective solutions for routing and automating your everyday processes.
All your constituents messages will be registered as a ticket in the helpdesk.
Ticket triggers that forward tickets to the right department automatically.
Agents can communicate and collaborate with each other through IM and @ mentioning.
Automations enable agents to resolve issues more efficiently for your constituents.
Secure service that covers every base
Whichever of Deskpro's deployment options you choose, Cloud or On-Premise, your organizational and constituent data will be protected and processed with bank-level security.
Defend your helpdesk and agents with Deskpro's smart security software that filters out spam or tickets from potentially abusive individuals, and protect all the information sent into your organization.
Deskpro's security compliance certifications and regulations
Cyber Essentials Plus
California Consumer Privacy Act
We wanted a built-for-purpose ticketing system and Deskpro was listed on the Crown Commercial Service G Cloud Framework. We knew Deskpro was a software used by a number of central government organizations.Neil DavisProcurement Support Manager
Helpdesk software that scales
Whether your government body resides over an entire nation or a city council, your operations are wide scale. And a helpdesk that can accommodate your entire organization is a necessity.
Deskpro enables you to scale one instance of your Help Center across multiple front doors, allowing you to organize and report across all branches of your organization from one intuitive helpdesk interface.
Access Deskpro's wide range of features to help you provide support across your service no matter the size of your organization.
Deskpro is a great service desk tool. It was easy to implement and is flexible across various verticals. Collecting statistics based on user cases helps us identify where we need to educate or clarify.Nicole LiddellVP Operations
Create variations of your support service across multiple front doors
When your constituents land on your Help Center you want them to know they're in the right place. When members of your community are reaching out to you you want to make it as easy as possible for them to find the right information.
Customize your dedicated Help Centers throughout the various branches of your organization to make them distinct and uniquely equipped for your various departments.
Assign agents to specific departments within your organization based on their specialized knowledge.
Help Centers can be customized inline with branding of your various departments' logos, colors and more.
Create individual published content across each of your front doors on separate knowledgebase platforms.
Completely separate end-user interfaces allow constituents to easily find and navigate the Help Center they need.
Your self-service Help Center
Allow your constituents to help themselves with 24/7 self-service capabilities. Reduce the strain on your agents with intelligent dynamic forms that automatically suggest pre-written articles from your knowledgebase that match their query; lessening the number of tickets created.
Keep members of your community up-to-date with changes to your service or organization by publishing news posts on your Help Center.
Ensure tickets reach the correct department with custom form fields that filter incoming tickets.
Constituents can access downloadable files through the Help Center and agents can quick reply with links to articles.
Control who can see areas of your Help Center by assigning permissions to specific groups internally and externally.
Publish useful content to help your community
Create your own published content within your Help Centers to optimize your support.
Control which articles appear across your various departmental knowledgebases to create a specialized hub of knowledge for each branch of your organization.
Agents can reply to tickets with the pre-written articles that explain how to resolve an issue to help constituents find specific content and speed up ticket resolution for agents.
Pre-written knowledgebase articles and guides will automatically be suggested to constituents when a ticket query matches published content.
We're always here to help you and your team
Deskpro is a very flexible and easy to use ticketing system environment. The integration with our Active Directory was a breeze and customer support was phenomenal. I’m very happy with the product and recommend it to every business.Mohamed Jad AmraouiSystems Engineer
We heavily vetted several applications and found Deskpro was the right choice to support our multi-branding needs. Customers contacting us via different brands automatically get connected to the most appropriate agents.Matt GoldfarbExecutive Director of Support
We spent four months, combing through all the various ticketing systems, and Deskpro kept coming out top. Moving from Outlook to Deskpro gave us visibility and has saved us countless hours by automating complex routing.Chris EvansVP of IT Operations
Deskpro is easy to use, has lots of configuration options and is very fast compared to other ticket logging systems.Steve SteelNetwork Engineer