Revolutionize your team's support with unlimited ticketing tools and features

Customize automatic email replies for each of your departments and provide holding responses.

Run global actions on the help desk to prioritize tickets after a pre-defined period of inactivity.

Automatically run specific actions or set reminders to occur after a period of time has passed.

Schedule or run a series of pre-defined actions at the click of a button.

Apply the same action to multiple tickets simultaneously without having to update them individually.

Create universal targets for replying to and resolving tickets in the help desk.

Create a library of canned responses to insert into replies that can be automatically personalized.

Assign tickets to specific agents, teams, or departments manually or automatically with triggers.

Build event-based workflows that can automate actions across your help desk.

Automatically or manually assign an urgency score to tickets to prioritize important issues.

Control which agents can access chats in line with usergroups and agent permissions.

Embed a chat widget on your website to connect with customers from anywhere.

View all open and closed chats from a user from their profile in the agent interface.

Chats automatically create tickets so you can follow up if the problem isn't resolved at that moment.

Set up custom fields to record additional information about chats, as they're occurring.

Communicate with customers in real-time with our web-based live chat software.

Connect with customers and resolve issues in real-time with fully integrated live chat.

Invite colleagues into live chats to team up on support and resolve users' issues.

Support chats in multiple languages and route conversations to agents with specific language skills.

Block customers for 24 hours if they're spamming or abusing the chat function.

View each customer's entire history of tickets, chats, and more with the help desk.

Add an internal note and @mention colleagues to notify them that you need their help.

Communicate directly with other agents within an open ticket using private internal notes.

Distribute calls to agents with our round robin, based on a simple queue or least utilized model.

Divide the help desk into groups that represent your organization and control their access.

Add other agents to calls, or send calls to agents with warm and cold transfer options.

Invite colleagues to live chats to work together to provide the best support.

Automatically distribute tickets, chats, and calls to agents evenly as they come into the help desk.

Allow agents to communicate and collaborate within the help desk instantly.

Keep track of tickets by following them, and get notified about updates without being assigned.

Anti-collision tools help you communicate with agents when you're working on a ticket and prevent them from editing.

Link multiple instances of Deskpro and move seamlessly between your different help desk from one interface.

Block email or IP addresses to stop spam or abusive users from contacting your help desk.

Create rules that automatically associate customers with organizations based on email domains.

Create custom fields for User and Organization records to store highly specific information.

Combine multiple or duplicate customer records into one with the handy merge user tool.

Record and track the organizations that your users are associated with.

Define rules for how users can create new accounts associated with the help desk on your Help Center.

Create and manage profiles for every individual that contacts your help desk.

Add customers to groups that determine what content and parts of the help desk they can access.

View each customer's entire history of communications with your help desk.

Collect feedback after ticket responses to see what your customers think of your service.

Define your new ticket triggers that route incoming tickets and carry out custom actions.

Determine what agents can view and interact with on your help desk with custom permissions.

Create custom trigger behaviors by modifying the default triggers or building your own.

Create custom-branded Help Centers to represent your brands or products.

Customize your help desk URL with a custom domain; On-Premise customers can choose their exact URL and IP address.

Define custom fields for tickets, users, and organizations to store highly specific information.

Create custom working days and customize the date format that your help desk uses by default.

Create email templates that are tailored to your customers' specific user journeys.

Build custom lists of tickets with intuitive filters to help view, manage, and work on tickets.

Create custom widgets and apps for the help desk using HTML and JavaScript.

Trigger help desk actions when replying from your email provider with action codes.

Allow Customers to add agents as ticket followers by CCing them on an email.

Customize auto-reply emails for each department for more relevant and tailored responses.

Assign tickets sent to a specific email address to the relevant department automatically.

Automatically ignore duplicate emails from the same individual within a short period.

Automatically reject messages from spam bots, rogue automations, or abusive accounts.

Create rules that dictate what happens when new tickers are sent to your help desk's email accounts.

Use, edit, and customize the templated content of automatic notification emails.

View and audit outgoing email messages that have not yet been sent or have failed to send.

Prevent abuse by limiting the maximum number of emails a person can send in a period.

Automatically determine if incoming messages are replies to existing tickets.

Configure the specific accounts that will be used to accept and route tickets to the help desk.

Create tickets on behalf of customers by email, or forward user mail to the help desk.

You can reply to tickets from your email provider rather than the help desk interface.

Manage all customer interactions and tickets from a single, shared inbox in the help desk.

Send automatic requests to customers to gather feedback about agent performance.

Create particular custom fields for agents to fill in during their support rather than customers.

Create specific custom fields for live chats to record additional information about ongoing conversations.

Define custom fields for customers and organizations to store their most important details.

Ensure agents or users provide all the information you need by making compulsory values or fields.

Set validation requirements for all ticket fields that require input from either a user or an agent.

Create custom data fields that align with your needs to be more relevant for your organization.

Configure your form field layout to control what fields are included on the Help Center or contact forms.

Capture any customer information most relevant to your specific organization with custom user fields.

Allow customers to add comments to your Help Center content and foster discussions.

View and manage customer suggestions and requests through your Community Forum.

Host downloadable files and resources on your Help Center, available for download 24/7.

Create a glossary to provide customers with definitions of the terms used across your content.

Create an indexed library of instructional user manuals hosted on your Help Center.

Let users interact with your Help Center platform content and submit tickets.

Customize the Help Center to fit your brand with our flexible templates and editor.

Author and publish articles that provide customers with how-to information and answer FAQs.

Translate and publish Help Center content in multiple languages for international audiences.

Keep users up to date with the latest information about your organization, products, or services.

Publish and manage content on your Help Center with varying permissions from one help desk.

Add reviews and unpublished dates to ensure your Help Center content doesn't go stale.

Use our Full REST API to move data between an external source and your help desk.

Connect with the apps you use every day to boost efficiency across your organization.

Create your widgets and apps to modify the help desk using HTML and JavaScript.

Embed forms and widgets onto your website to let customers easily access help desk features.

Use external code to retrieve, modify, or create data within the help desk seamlessly.

Easily migrate existing help desk data from other providers such as Zendesk, Kayako, and Freshdesk.

Permit agents to log in using a single set of credentials for ease when enabled on the help desk.

Call and send actions to external services with the help desk's powerful automations.

Extend your help desk by connecting thousands of apps via our Zapier integration.

Create and manage translated versions of Help Center content to provide multi-lingual support.

Tickets are automatically routed to your global team based on agents' working hours.

Customize the format your help desk uses to display dates and times.

Translate your Snippets so customers can receive the best responses in their language.

Import language packs to let agents and users access your support in over 25 different languages.

Build stronger global relationships with a truly multi-lingual help desk platform.

Resolve any issues by translating ticket messages with our built-in Microsoft Translator.

Support multiple brands and locations for global organizations from a single help desk.

Ensure local and international agents can work together in harmony with working time zones.

Dynamic forms can intelligently match the language customers view the Help Center in.

Run reports based on agent actions, conduct audits for specific dates, and monitor agent activity.

Monitor how agents are using and interacting with the help desk with agent hours logs.

Bill clients amounts of money based on the amount of support you provide.

Run simple reports on time or monetary charges logged by agents using the time and billing functions.

Utilize over 150+ built-in reports available to you to track your help desk's performance.

Create custom dashboards to display your performance data and metrics beautifully.

You can export reports as CSV files or email them to stakeholders to keep everyone up to date.

Monitor help desk activity and metrics with our real-time, in-built reporting interface.

Create powerful custom reports to reveal highly specific metrics using a simple DPQL query language.

Monitor your customer feedback with the ratings from ticket satisfaction surveys.

Add text tags to tickets to let you filter and group similar items in the help desk.

Build custom lists of tickets with intuitive filters to help view, manage, and work on tickets.

Group all tickets related to one issue to easily track open problems and mass update users.

Ticket Queues break down your open tickets and categorize them for ease of navigation.

Categorize tickets you want to follow with stars that can't be seen by other agents.

Track whether an agent or user needs to act next on a ticket, and see when an issue is resolved.

Plan and organize tasks that agents need to complete to resolve customer issues.

Perform searches for specific tickets against content, and refine it by subject, author, and more.

Automatically reject tickets from spam bots, weird automations, or abusive accounts.

Enable SSO for customers and agents with login credentials from your external services.

Display CAPTCHAs to protect against suspicious or potentially abusive activity.

All customer data is immediately written to disk and backed up in multiple locations.

Restrict login access to agents that are coming from trusted IP addresses.

Automatically lock accounts after several failed login attempts within a short period.

Deskpro is verified as Payment Card Industry Data Security Standard (PCI DSS) compliant.

Our cloud provider (AWS) operates compliant data centers, which are regularly externally audited.

We use several services to monitor server performance, including Pingdom, Cloudwatch, and Scalyr.

Permit agents to log in using a single set of credentials for ease when enabled on the help desk.

Connection with our service is encrypted, and SSL encryption is available.

Support your customers via your Facebook Business Profile; respond to posts, mentions, and DMs.

Respond to users' comments on your posts and answer queries via DM from your Instagram account.

You can also respond to user queries submitted to the help desk via text directly to their mobile.

Provide support across all your social media channels to help on the platforms your users love.

Messages from your various social media channels automatically become tickets in the help desk.

Talk to customers directly from their WhatsApp accounts so they can be supported on the go.

Communicate with customers via private X (Twitter) DMs or respond to public posts.

Route customers to the right department or agent before the call appears in the agent interface.

Group your teams or departments of agents into queues to automatically route calls to them.

Automatically record and save all active calls within Deskpro for future reference.

Ensure the right customer is directed to the right agent with intelligent call routing.

Incoming calls display customer details to arm agents with vital support information.

Our in-built softphone integration provides a call center at your fingertips.

Add another agent to an active call, or send calls to different teams with cold and warm transfers.

Upload greeting, hold, wait, and IVR audio files, record your own or use our text-to-speech generator.

Assign extension numbers to specific agents or departments and simplify routing.

Distribute calls to agents evenly, based on a queue or least utilized model.

Calls automatically become tickets, plus start calls on existing tickets to keep the conversation connected.

Allow customers to leave voicemails that automatically create a ticket.

You can access and audit a full log of all administrative changes in the help desk.

Delete any agent from the help desk, or convert their account to a customer profile.

Define the properties of every agent and how they can interact with the help desk.

Limit agent access to tickets in the help desk that belong to specific departments.

Extend your team's reach with Lite Agents for enhanced collaboration and communication.

Define the specific conditions that must be met for triggers to run as you arrange.

Control how customers can create new accounts associated with your help desk.

Group users together and determine their permissions over the help desk and Help Center.