How Deskpro Uses Deskpro - Marketing Edition
- Authors
-
- Name
- Emily Jansen
- Role
- VP of Marketing
Welcome to the kickoff of the “How Deskpro Uses Deskpro” series, where we’ll give you an inside sneak peek into how our various teams actually use Deskpro.
You might be surprised to learn that Deskpro isn’t just help desk software for customer support. It’s a versatile platform that serves multiple departments, including customer success, HR, facilities, IT – and even marketing. And that’s the team we are going to start with.
Our marketing team may be small, but we wear a lot of hats, and we’re excited to share how we use Deskpro in our daily operations.
The Power of a Shared Inbox
Let me paint you a picture of a typical Monday morning in our marketing department. I've just grabbed my coffee when notifications start rolling in:
- our events vendor needs approval on the booth design for next month's SaaS conference
- our ad agency is waiting for feedback on the latest campaign visuals
- and the sales team needs updated competitor comparison sheets ASAP
In the past, these requests would have been scattered across individual email inboxes, lost in long email chains, or stuck waiting for someone to return from PTO.
Now? Everything flows into our marketing@ shared inbox in Deskpro, automatically converting into trackable tickets that our whole team can see and action.
Whether I'm in back-to-back meetings or working from a different timezone than my team, nothing falls through the cracks. Every request gets logged, assigned, and handled by whoever is best positioned to take it on – no more "Sorry, I must have missed that email" or "Can you forward that to me again?"
Apps & Integrations
Marketing tech stacks can quickly become overwhelming, but Deskpro's integrations help us keep everything connected and flowing smoothly. Here's how we leverage key integrations daily:
- Shortcut Integration: When a customer reports a bug in our latest campaign landing page or new feature, we can connect it to Shortcut, giving our dev team immediate context without any copy-paste hassle or back-and-forth emails.
- HubSpot CRM Connection: The real game-changer has been seeing a customer's entire journey right within Deskpro. When someone reaches out through our marketing@ inbox or to customer success, we instantly see their past interactions and current pipeline status, helping us provide more personalized responses.
- Shopify Store Management: Our Shopify merch store integration has simplified swag distribution enormously. Whether it's a partner asking about their order status or an employee needing conference gear, we handle everything from the same ticket interface. No more juggling multiple platforms to track orders. As a bonus, managing our own merch store through Deskpro helps us experience the platform exactly as our e-commerce customers do, allowing us to identify and implement improvements that benefit all our Shopify users.
Slack Integration: Turning "Got a sec?" into Actionable Tickets
Just like our marketing@ inbox in Deskpro solved the chaos of scattered email requests, our Slack integration tackles another common pain point: the flood of informal requests that come through internal chat.
Before, we'd get pinged about urgent requests in various Slack channels and these messages would often get buried in the daily conversation flow or forgotten during busy periods.
Now, we can instantly convert any Slack message into a trackable ticket with just a few clicks, whether it comes through regular channels, direct messages, or even Slack Connect threads with our external partners and agencies.
No more "Did you see my Slack message about that?" or scrolling through endless threads to find that one request. Everything gets properly tracked, assigned, and actioned - just like our email workflows. It's another way we're making sure no marketing request falls through the cracks, no matter which channel it comes through.
Centralizing Social Media Management
Social media engagement used to feel like a juggling act - constantly switching between tabs and apps to catch every comment, DM, and mention. Now, Deskpro's social integrations funnel everything into a single, manageable stream. While our B2B focus means LinkedIn is our main playground, we maintain active Facebook and Instagram presences too. Every comment, reply, or DM automatically creates a ticket, ensuring we never miss an opportunity to engage with our audience.
What's been particularly valuable is our WhatsApp integration, especially for our international audience who prefer messaging apps over traditional channels. When a prospect from APAC slides into our WhatsApp messages asking about pricing, or a customer from LATAM needs quick clarification on a feature, we can respond promptly from the same interface we use for everything else. It's not just about being present on these channels - it's about being consistently responsive across all of them.
Identifying Advocates
One of the most valuable assets for any B2B brand is a strong community of advocates, and we've built a systematic way to identify them using Deskpro. Through custom fields, our team can easily flag potential advocates with a simple true/false marker, making it easy for everyone - from support to sales - to recognize and nurture these relationships proactively.
But we don't just rely on manual identification. We've found that some of our most enthusiastic advocates emerge naturally through support interactions. Every time our support team closes a ticket, an automated CSAT survey goes out.
Plus, the automations in the Customer Satisfaction system let you trigger actions based on customer feedback sentiment - whether positive, neutral, or negative - such as adding a label, updating fields, or sending notifications to team members. This helps streamline the feedback process, ensure timely follow-up, and gain insights into customer sentiment.
The responses aren't just metrics for our support team's performance - they're a goldmine for identifying customers who are genuinely excited about Deskpro.
When someone takes the time to write a glowing review about how we solved their problem, it's often a signal that they could become a valuable advocate. Our marketing team can then follow up with these happy customers about case studies, testimonials, or joining our reference program.
Making Marketing Magic Happen
Whether it's managing our daily flood of requests through our marketing@ inbox, converting Slack messages into actionable tickets, staying on top of social engagement, or identifying our biggest fans, Deskpro has become a central system of our marketing operations.
It's not just about keeping track of tasks - it's about creating a seamless experience for our team and our stakeholders, ensuring no opportunity slips through the cracks, and making our marketing team more efficient and effective every day.
Ready to transform your marketing operations with an internal ticketing system? Start your free 14-day trial today, or book a demo to see how Deskpro can work for your team.
