Customization
Construct your perfect help desk
Every business is different and needs a unique help desk.
With Deskpro's endless customization capabilities, you can develop a help desk that is entirely your own.
The Help Center that works for everyone
Customize how accessible your Help Center is and how it looks and functions; make your self-service platform as helpful as possible. And consolidate all your support content into a single platform accessible to your customer base 24/7.
Design & Branding
Set a color scheme, logo, and header to reflect your brand with easy-to-use templates and CSS. Create unlimited versions of your Help Center across your various brands if needed.
Custom Dynamic Forms
Collect relevant data from custom forms
Create your own form layout; include specific fields to illicit data from your customers. Develop forms which dynamically change from the answers and information your customers supply.
The best support tool around. Deskpro is fully customizable and dynamic. It is an excellent tool for remote customer support.Christian Cantinelli Service Manager
Custom Fields
Extract information using custom fields
Create custom fields so extra information can be stored in the CRM, forms, tickets, and chats. You can collect various types of information through these fields, which can be retrieved easily for future use.
Permissions
Control access for users and agents
Determine who can access areas of your help desk and Help Center with permissions. You can restrict access to certain features by setting permissions for specific agents, departments or usergroups.
Routing
Create custom routing rules
Link multiple accounts and channels to route into your help desk; let your agents respond to support requests from one intuitive help desk solution.
I would definitely recommend it to anybody who needs a help desk system that is powerful, full of customization and affordable.Alex Oquendo Assistant Director
Automation
Build your own powerful automations
Automate processes in your help desk to ensure tickets are organized and don't fall through the cracks. Custom automations easily route tickets as you require.
Ticket Management
Organize your help desk with custom criteria
Create custom values that organize tickets in the help desk, making it easier to find tickets by the criteria they meet.
Ticket Lists
Categorize tickets with custom lists
Agents can create groups of tickets using an intelligent list builder to filter tickets by custom criteria.
Let agents create highly-specific ticket lists to show them the tickets that match the criteria instantly.
Queues
Stay on top of all your tickets
Queues ensure agents stay on top of their allocated tickets.
Custom queues can be created to organize all incoming messages filtered by specific criteria.
Global Search
Search the entire help desk with ease
Apply custom labels to tickets to enable quick search from the search bar in the agent interface.
You can filter your searches with Deskpro's saved search function; which enables agents and admins to create search categories within the agent interface.
Tickets are allocated to these categories by preset query fields that determine where a ticket is stored.
Gain clear insights into your organization
Use DPQL query language to generate a wide variety of reports for your organization; combine dozens of metrics to form highly-specific reports and gain rich insights into your performance.
Dashboards
Live updates to your organization's statistics are available on curated dashboards; control how you want your data to be displayed, by teams, departments, or even individual agents.
We needed something that was very customizable and easy to gather reports on.Azeem Javed Commercial Director
Satisfaction
Monitor satisfaction with feedback
Measure performance of agents alongside tracking customer satisfaction. With customizable surveys you can choose what specific factors to receive feedback on. Your customers will be able to rate and comment on the support service they receive.
A ticket's survey rating can be automatically added as a label making it searchable by rating category.
Security & Authentication
Choose how to secure your help desk and protect your data
Customize your help desk's security measures to protect your organization. Streamline log in processes with agent and customer authorization to help keep your database even more secure.
Round Robin
Workload allocation and triaging machine
Round robin automation shares workloads evenly across your agents and teams. Select a round robin to systematically assign tickets to the next agent in the queue.
Apply settings to determine how and when agents are selected; such as agent least utilized or skipping agents that aren't online. Perfect for managing ticket allocation even when staff are ill, on holiday, or working on other projects.
Apps & Integrations
Integrate with your current tech stack
You can introduce any number of apps and widgets from Deskpro's library of bespoke apps and integrations that will boost agent productivity.
Deskpro has worked really well for our purposes. We needed some customization which Deskpro was able to help us out with and the support was great.Steven Zats Owner
