Unforgettable Support, Every Time

Agents are the members of your team who work in Deskpro to respond to your users.

Agents who can view tickets and collaborate with your team, but can't respond to users directly.

For Cloud Accounts.

For On-Premise Accounts only.

Send email using your own custom email addresses. Either through Deskpro, SMTP or directly link your Gmail/Outlook accounts.

Custom forms can be embedded anywhere on your website or Help Center. Collect all the customer information that your agents need to resolve issues.

Support your customers in real-time with Live Chat. Embed a chat widget on your site which can be customized to match your branding.

Fully integrated call center software in the help desk. Receive inbound calls and make outbound calls from the agent interface.

Send and receive SMS messages from your help desk.

Customers can send you messages via WhatsApp, these messages register as a ticket in the help desk. Your replies are sent straight to their account.

Reply to customer Tweets or @mentions. Either through direct messaging (DMs) or to their account.

Let customers interact with you by messaging your brand page on Facebook. Easily automate replies and chat with customers from your help desk.

Receive Instagram support tickets into the help desk when you link your business account with Deskpro for direct messages.

SPF, DKIM, DMARC handled by email providers (gmail, outlook etc) therefore available when syncing email via these providers.

Depends on the email provider you use to authenticate with Deskpro.

Assign individual extension numbers for any of your agents.

Streamline your calling routing with auto-attendant IVR technology.

Display live updates on all stats across Voice on in-built and customizable dashboards.

Answered calls automatically create tickets so agents can leave notes during the call, or follow up easily.

Automatically manage and distribute calls to specific departments, teams and agents.

Active calls can be recorded onto a ticket giving context to other agents.

In-depth reporting analytics and insight for all inbound and outbound calls.

Incoming calls display customer details providing agents with all the background information they need.

Agents can click on any phone number in the help desk and start a call within 2 seconds.

Incoming calls can be forwarded to your deskphone, mobile or SIP.

Set calls to mute or hold from within the agent interface during a call.

Provide real-time support and coaching for agents live on calls with listening, whispering, and barging.

Employ ranked routing to position agents in a queue based on skill or expertise, ensuring customer calls are routed to the most suitable agent.

Allocate time for agents to complete post-call notes, follow-ups, and other call tasks.

Add agents to certain calls, or send calls to different agents or teams. Option for both warm and cold transfers.

Allow customers to leave a voicemail that automatically creates a ticket with the reded voicemail. Assigned to correct department or agent.

Purchase service credit to use for inbound and outbound calls. Call pricing for Voice is available here.

Purchase a number to be used for Voice, SMS or WhatsApp messaging. Pricing per number varies. View Voice pricing here.

Customers can send you messages via WhatsApp, these messages register as a ticket in the help desk. Your replies are sent straight to their account.

Reply to customer Tweets or @mentions. Either through direct messaging (DMs) or to their account.

Let customers interact with you by messaging your brand page on Facebook. Easily automate replies and chat with customers from your help desk.

Receive Instagram support tickets into the help desk when you link your business account with Deskpro for direct messages.

Ensure customers are always kept updated on tickets with auto-replies that can be personalized using templates.

Escalations run actions once a ticket has spent a set amount of time in a certain state.

Ensure tickets reach a resolution quickly by prompting agent activity.

Carry out a series of pre-defined actions on tickets, with just one click.

Apply the same action to a number of tickets at once.

Personalized canned responses that can be used by agents across all tickets, live chat and social messaging conversations.

Intelligent automations to organize your help desk across every channel.

Create tickets on a regular schedule with pre-filled fields to automate your core workflows.

Integrate current CRM or user lists from other apps, including Active Directory & Salesforce.

Store specific and important information about your customers.

Develop a deeper understanding of your sales leads with a system focussed on giving you the full picture.

Assign positions to individual customers within each organization for a detailed and contextual view of who your customers are.

Give your support team the visibility to see the full conversation history for customers. Become the one source of truth.

Use the CRM to manage different usergroups and permissions for end-users to allow access to your support and content.

Make it easy for customers to find the help that they need by categorizing and grouping articles in the knowledge base and guides.

Crowdsource improvements to your organization by allowing customers to see, comment and vote on topics most important to them in a community forum.

Ensure your published content follows brand guidelines, with templates for different purposes.

Easily manage how content will appear to your customers with a live drag and drop management system.

Dynamic contact forms ensure that all the information is provided to an agent right at the beginning of a customer query. So agents can solve issues faster.

Highlight definitions and terms across other content to reduce confusion.

Create structured self-service content providing your customers with a step-by-step walkthrough of your product or service.

Centralize the secure storage and sharing of Files on your Help Center.

Organize articles & FAQs to address your customers most common issues.

Keep customers constantly engaged and in-the-know by communicating the most recent news, blog posts and announcements.

Subscriptions allow customers to be notified via email of any new articles, changes and updates to the knowledge base.

Turn tickets into pending articles, instantly populating the article with content from that ticket.

A user/customer portal within the Help Center lets users conveniently manage their tickets from a different interface.

Streamline and record approval processes, either external or internal workflows from multiple approvers.

Requests for change linked to Approvals, that can include multiple steps for approval from different parties.

Categorize IT issues as incidents with individual issues and escalation paths.

Agents can recognize when tickets are linked to a larger problem, which can be raised and Mass Actions used to solve it.

Build up a service catalogue within your Knowledge Base and link to specific content or pre-filled forms.

Simplify digital collaboration and workflow management of tickets and assets, with Kanban view. Allows teams to better visualize stages of a project or issue.

Extend the help desk with simple widgets or write custom apps.

Benefit from a library of native apps and integrations. View apps

Access to the Deskpro Full REST API.

Accept multiple authentication sources and set different login methods. Such as AD, LDAP & SAML, plus others.

Connect with 1000+ apps available through the Zapier platform.

Whatever language customers contact you in, your agents can use one-click translation to understand their support requirements and group tickets by language.

Crowdsourcing contributions across 25+ languages to provide you with a global help desk for agents as well as customers.

Utilize the option to provide multiple Help Centers to users for different brands, locations or languages.

Local and global teams can collaborate harmoniously across different time zones.

A tabulated view of all your Agents' actions performed on a particular date.

Build your own custom reports using our reporting language, DPQL.

Useful summary reports available for the whole of your help desk, including built-in dashboards for Tickets & Chat.

Display live updates to your reports on curated dashboards.

Data in your help desk reports is updated in real-time, for accurate reporting and analysis.

Use customer satisfaction scores to monitor your feedback across tickets and agents to reveal opportunities for improvement.

Reports on time or monetary charges logged by Agents using the 'Time Log & Billing' feature.

Stats are built using DPQL, a structured query language based on SQL. Each DPQL query you create pulls specific data from your help desk and displays it in the specified format.

Apply labels to content to make it easier to find.

Hovering over content shows a preview, so it's easier to find the correct result.

Add keywords or phrases to articles so they appear at the top of search results.

Customers are recommended relevant articles that might solve their issue, when they submit a ticket via a Form. Reducing inbound ticket volume.

ISO 27001 helps organizations to keep informational assets secure. An independent body has audited our compliance with this standard and issued our ISO 27001:2013 certificate, which requires annual external audits to maintain.

Cloud Security Alliance (CSA) STAR program is a meta-framework of cloud security controls mapped to leading standards and best practices. Providing organizations with a structured and open view on Deskpro's security protocol and policies.

Deskpro is GDPR compliant and DPA is available to sign. Tools and settings within the Deskpro product allow you to be GDPR compliant.

Available to sign as part of our DPA regarding requirements following the Court of Justice of the European Union ('CJEU') Schrems II judgement.

UK based certification that involves annual penetration testing and vulnerability scans by exterior auditor to ensure Deskpro is protected against cyber attacks.

An annual framework for UK public sector organizations to purchase from. Deskpro adheres to the strict supplier declaration.

Ensure your data is safeguarded and full platform compliance with SOC 2 Type II.

Run a fully HIPAA compliant help desk and sign our BAA.