A more human helpdesk

Support employees and staff with easy-to-use helpdesk software for HR teams

Switching to Deskpro helped improve our whole service offering, and made us more scalable.

Andrew Weiss
Director of Operations

Discover why HR teams love to use Deskpro

247Time

“50% of inquiries were questions people could answer themselves, making the implementation of a knowledgebase priceless.”

John O'Leary, Head of Information

Launchpad

"Our agents prefer Deskpro over other helpdesks because of the user-friendliness, clear interface, and technical flexibility."

Nam Nguyen, Customer Experience Manager

eShipping

"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 Weiss, Director of Operations

View all customer stories

Helpdesk software for today’s HR heroes

As human resource management challenges continue to evolve over the next few years, you need to invest in software that empowers you to make a real impact. Whether it’s better recruitment processes or increasing employee engagement, there is more pressure than ever to deliver tangible value to the rest of your organization.

Our helpdesk software for HR teams brings together all HR support requests into a single, intuitive interface - regardless of whether it’s over email, phone, or live chat. With Deskpro, you can easily maximize the impact of your resources and improve departmental efficiency.

Knowledgebase

Keep employees in-the-know

If employees have questions regarding any number of topics, ranging from appraisals to vacations, your team is usually first to get an email. Constantly managing thousands of common requests creates a significant challenge that self-service support can overcome.

Deskpro promotes self-service options, alleviating strain on your teams. Our software features a customizable self-service user portal and knowledgebase, so employees have perennial access to everything they need to know. With our sophisticated content authoring and publishing tools, HR teams can focus on more impactful work, rather than tedious admin.

Frequently answered questions

Students and staff can refer to the knowledgebase for answers to common problems, whenever.

Ticket deflection

Encourage self-service by automatically suggesting articles aligned to ticket issues.

Lightning-fast search

Users can quickly find articles in the knowledgebase - quickly resolving their own queries.

Feedback loop

Measure and improve your support by allowing your customers to provide feedback on your helpdesk portal.

50% of inquiries were questions people could answer themselves, making the implementation of a knowledgebase priceless.

John O'Leary
Head of Information

Productivity

Get more done

Whether it’s ensuring compliance and decreasing liability for the organization, or maximizing the value of employees and driving results, you own a wide range of business-critical responsibilities. However, a significant amount of your time is probably still spent on administrative tasks, like responding to common employee inquiries.

Deskpro streamlines the HR function with powerful automation tools. Use macro actions, mass reply to tickets, or use triggers to align the helpdesk to existing HR processes. With Deskpro, it’s easy to find time for more than just responding to emails.

Snippets make up a good 80% of each message that is sent back to users. It’s greatly reduced response times and improved the user experience.

Nam Nguyen
Customer Experience Manager

Two heads are better than one

Deskpro allows agents to communicate with each other within the helpdesk using IM and “@” mentions.

Reply all

Mass actions and macros allow agents to apply the same action to up to 50 tickets at a time.

Perfect responses

Agents can use snippets to insert pre-written text with just a couple of clicks.

Automate the simple stuff

Use triggers and escalations to run dozens of automatic actions in response to events in the ticket life-cycle.

Exceed expectations

Agents can see exactly when tickets are approaching an SLA or getting stale, and are prompted to act.

Reporting

Reveal valuable insights

Finding out how to better support your staff should never be difficult. Identifying exactly how your HR team needs to improve means investing in intelligent reporting tools, and making decisions based on data, instead of gut-feeling alone.

Deskpro arms you with the intel you need to improve. Our software allows you to accurately track the volume and nature of HR requests to find out what’s driving traffic or your helpdesk, or ensure SLAs aren’t slipping with our customizable and detailed reports.

Information is beautiful

Deskpro offers 150+ built-in and customizable reports that display data any way you like.

Drive performance

Improve agent performance with handy features like macros, snippets and mass actions.

Understand your customers

Identify how to improve crucial support processes and workflows, reducing friction for everyone.

I can run reports on pretty much anything, and keep an eye on how my team are doing in real-time.

Andrew Weiss
Director of Operations

Security

Protect employee data

You have a legal obligation to protect personal employee information. This is why it’s important to invest in software that takes confidentiality and security as seriously as you do. You need the peace of mind to focus on adding value to the business, rather than worrying about keeping data safe.

Deskpro has got your back. We offer both On-Premise and Cloud helpdesk deployments. Our Cloud servers operate with state-of-the-art bank-level security technology, and can be hosted in either the EU or US. If your requirements or preferences ever change, Deskpro allows you to easily switch between deployment options.

Deskpro has given us the ability to stand back and look at the broader picture of how we are performing as a business, so we can focus on what we need to.

John O'Leary
Head of Information,

Guaranteed uptime

Because we take our security seriously, Deskpro can guarantee over 99.9% uptime.

All bases covered

Deployment and maintenance of our servers is automated. Leading third-party protection minimises security risks.

Secure Cloud

Don’t have the resources to host your own server? Our Cloud service is secure and reliable.

Maximum control

Define password policies, or restrict logins from untrusted IP addresses.

Safe hands

Our data centers are regularly audited to meet the SSAE16 SOC 1 Type I standard for physical security.

Mobile

Support your staff on-the-go

Supporting a digital workforce means operating like one. Today’s employees expect their support queries to be met almost immediately, and your team thrives on the ability to easily support staff from anywhere at anytime.

Deskpro is built for today’s busy HR teams. Our software means you can manage your helpdesk from both Android and iOS apps, allowing your team to handle issues wherever they are.

Simple interface

Intuitive design to enable efficient and effective support direct from mobile.

Respond en-masse

Quickly sort or responds to multiple tickets from mobile with handy mass actions.

Organize your helpdesk

Effortlessly filter and order your tickets, and customize the appearance of the tickets list.

Engage a digital workforce

Employees can use live chat and knowledgebase to interact with your helpdesk directly from their mobile devices.

Customer service is changing. People expect answers now, not tomorrow.

John O'Leary
Head of Information