We opted for Deskpro because of how simple it was for our IT team to configure, customize and use.
“We set up a wide range of automation tools like escalations, SLA’s and triggers easily. It’s turned customer support into a high-performance machine.”
Eric Van Tol, Director of Engineering Support
"Our knowledgebase that contains 500+ articles. Customers love that they can help themselves at any time, and agents love the reduction in tickets we receive."
Mike Wray, President
"Even though we had tested Deskpro thoroughly before purchasing, we were still shocked at the depth the reporting tools could go."
Roshan Vinayan, Project Manager
Running an efficient IT support team means your agents have to be nothing short of technical whizz kids. You need software that allows agents to track complex incidents and tickets, whilst delivering outstanding service to users.
Deskpro is built with IT teams in mind. Manage all your customer interactions, across all channels, from one single helpdesk. Whether you need your team to adhere to stringent ITIL processes, or simply want to maximize efficiency - Deskpro makes great IT support a breeze.
Does adhering to a tightly defined set of processes supported by a number of wide-ranging applications sound familiar? We thought so. Then it follows that any new software investments require serious consideration regarding their ability to integrate and complement your existing IT infrastructure.
Deskpro is loved by both end-users and IT. Our software is built to align and integrate with existing applications that are crucial to success. Whether it’s our easy-to-use app and widget framework, or our full-featured API for developers, we make integrating your helpdesk as easy as possible.
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.
It’s turned customer support into a high-performance machine
Supporting users effectively and efficiently means providing fast answers to common questions. You need to give users as many opportunities as possible to find the answers to their own problems, without impeding upon precious agent time.
Spend less time on password resets and common IT questions with our intuitive self-service portal and knowledgebase. Our customizable user portal makes quality support readily available for customers, and significantly increases agent productivity.
After building our knowledgebase, we now have a seamless link between all forms of support we provide our customers.
Students and staff can refer to the knowledgebase for answers to common problems, whenever.
Encourage self-service by automatically suggesting articles aligned to ticket issues.
Users can quickly find articles in the knowledgebase - quickly resolving their own queries.
Integrate your brand and website design with your support portal.
Link or turn tickets into pending articles, instantly populating the article with the content from that ticket.
Balancing the quality of meaningful customer interactions with operational efficiency can be one of the most difficult things to get right. You benefit most when you’re able to tightly align helpdesk configurations with existing processes - and Deskpro gives you the freedom to do exactly that.
Deskpro makes your teams more efficient. Our software features powerful automation tools that help IT teams manage incidents, events, problems, and requests with ease and effectiveness. Set triggers and escalations up to make resolving user issues as simple as possible.
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.
We wanted proper escalations that were easy to use, and automated triggers that were powerful but simple to set up.
Whether it’s internal employee data, or sensitive client documents; being responsible for handling sensitive information is a key responsibility for IT support. This means a single chink in the armor of your IT infrastructure can lead to significant incidents that are potentially fatal to IT organizations.
Deskpro doesn’t take security lightly. 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.
We wanted security, maximum up-time and zero-hassle. Opting for Deskpro Cloud was an easy decision.
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.
Sometimes you need full control over your helpdesk software. That’s why we leave the choice between an On-Premise or Cloud solution down to you. If you have specific needs over hardware, data and processes, Deskpro On-Premise gives you the freedom to set things up exactly how you like them.
Unlike other leading helpdesk solutions, Deskpro can be deployed on your own server infrastructure or as a fully-hosted Cloud service. We’re confident you know what’s best for your organization.
Deskpro On-Premise means you’re in charge of your data backup policy - with complete control over access.
Host your helpdesk on a particular domain or subdomain.
Deskpro On-Premise can be hosted on multiple servers for performance and availability.
Deskpro can work behind your firewall; allowing access to users who log in using your secure network.
Deskpro can be easily installed and maintained on any webserver combination that runs PHP.
There weren’t many options when it came to On-Premise helpdesk software that had the features we needed. Deskpro was top of our list.