Agent Workspace
Empower agents to do their best work
Make providing great support as an agent easy with powerful help desk software that makes day to day tasks more efficient.
Support agents across the globe love Deskpro
Productivity Tools
Keep your customer support simple
Agents shouldn’t have to waste time with unnecessary and time-consuming tasks. The help desk software you use should make life as easy as possible, so you can focus on providing fantastic support to your customers.
snippets
One response, multiple uses
Do your agents receive the same support queries, over and over again? Having to type out the same, standard responses to repetitive questions can be frustrating.
With Deskpro, agents can effortlessly craft perfect responses every time with canned responses, which allow your agents to insert pre-written phrases, sentences or complete "Snippets" in just two clicks.
macros
Streamline complex processes
Eliminating unnecessary actions and processes is one of the most effective ways of improving efficiency and agent engagement. If your workflow requires agents to carry out the same actions across many tickets, you can automate the process using macros.
Deskpro comes with sophisticated macro features that enable you to group several actions and execute them with a single click.
Keyboard Shortcuts
Designed to make your life easier
Keyboard shortcuts can make answering tickets and performing help desk actions more efficient.
Enabling agents to answer more tickets, keep customers happier, and save them precious time.
mass actions
Respond to customers at scale
Do your agents ever need to reply to a dozen reports of the same outage, or get rid of a load of spam tickets? Repetition can become the bane of some agents' work lives.
With Deskpro, agents can select and apply the same action to up to 50 tickets at a time. Creating huge productivity gains for everyone across your help desk has never been so easy.
We didn’t have a ticketing system before Deskpro, but it’s very intuitive and easy to handle. I've never seen a ticketing system that's so easy for agents.Stefan Urdl Corporate Director of IT
feel at home
A beautifully designed interface
The help desk is where customer support agents spend most of their time, so they should feel at home when using support software. An engaging interface is crucial for happy and productive agents.
With Deskpro, agents have access to extensive preference options, letting them customize how the already intuitive interface looks and feels.
Deskpro helps agents to grow
Agent support doesn't just stop at the intelligent tools our help desk provides; Deskpro takes care of agent progression and skill in a number of ways.
Agent Certification
Agents can become certified Deskpro agents with our Agents Examination, helping increase agent support capability.
GET ANSWERS FAST
Find everything in an instant
When it comes to customer support, agents require swift access to any information that can help them resolve issues quickly. Searching your help desk shouldn’t be slow, clunky and ineffective.
Notes
Quickly get up to speed
Sometimes the rest of your organization needs insight into support interactions in order to do their job properly.
Agents can use @mentions to ask for help, discuss, and make support decisions all within a single ticket protected from customer view. Notes aren’t included in messages, meaning you don’t share private internal communications outside your help desk.
Ticket queues
Keep teams and individuals organized
In-built and customizable queues ensure teams and individuals are accountable for customer requests; so that nothing falls through the cracks.
By setting up round robin ticket assignment, it can distribute tickets evenly into your agent queues.
Our agents prefer Deskpro over other help desks because of the user-friendliness, clear interface, and technical flexibility.Nam Nguyen Director of Customer Success
teamwork
Collaborate instantly
Effective communication is key to creating a support department empowered to work as a team. Without it, agents can fail to draw on the invaluable knowledge of colleagues.
Deskpro features built-in instant messaging tools way more sophisticated than standalone internal chat solutions. Our software provides agents with the ability to communicate and collaborate with ease.
Team Messaging
Don’t worry about investing in a different messaging system, Deskpro comes with full-featured chat capabilities.
A help desk in your pocket
Today’s digital workforce are used to working remotely, from multiple devices, on-the-go. Allow your agents to take a powerful help desk with them, wherever they go.
Deskpro keeps your agents in sync, even when people are out of the office. Answer, manage and analyze tickets with real-time updates - directly from our seamless Android and iOS apps.
Support Supplements
Empower agents to perform
People are capable of both making mistakes and performing small miracles - your agents are no different. That’s why Deskpro is designed to give them every chance of success. Our software is full of features like SLAs, escalations, and alerts that prompt agents into action.
SLAs
Monitor your help desk response times with SLAs, and automate actions to maintain high standards.
Escalations
Increase ticket urgency, re-assign tickets, or send survey requests after tickets have spent a defined period of time in specific state.
Notifications
Deskpro alerts agents to critical events in the help desk such as direct messages, internal ticket notes, and new tickets they have been tagged in - keeping agents in the know at all times.
Urgency Scores
Ensure agents deal with the most urgent issues first by marking tickets with urgency scores.
Make account management simple
Deskpro allows agents to sign in using existing accounts, with single-sign-on (SSO) from 20+ supported authentication sources. Never deal with another ‘I lost my password’ email again.
It's the perfect environment to ensure our customers and agents are satisfied - all at fantastic value too. Ten out of ten.Jason Voice IT Help Desk Leader
