Help Desk software for today’s support leaders
Management is tricky. You have to make sure that your team is getting work done as well as ensuring your customers are happy.
Deskpro brings together all of the help desk tools you need to understand performance, improve support processes and help your team succeed, together.
The world’s best support teams are powered by Deskpro
Reveal actionable insights
Quantify, analyze and improve agent performance. Understand customer behavior and reveal how you can empower and encourage agents to provide even better customer experiences. Whether you want to monitor satisfaction ratings from customers or discover exactly how long agents take to answer tickets, Deskpro helps you create an outstanding support operation. From agents, to managers and even C-suite decision makers, reporting opens up a world of possibilities.
Stay on top of everything
Powerful automations prompt your team to act
Sometimes even the best support professionals drop the ball. So Deskpro is designed to give your agents every chance of success and ensure nothing critical ever falls through the cracks.
SLAs
Monitor your help desk response times and automate actions to maintain high standards. SLAs provide helpful nudges so agents can see exactly which tickets are close to failing.
Escalations
Increase ticket urgency, re-assign tickets, or send survey requests after tickets have spent a defined period of time in a specific state.
Outlook was a nightmare. With Deskpro, I can run reports on pretty much anything, and keep an eye on how my team are doing in real-time.Andrew Weiss Director of LTL Operations
Listen, reflect, and improve
Your support team are the backbone of providing an exceptional customer experience. Satisfaction surveys provide direct feedback from customers, showing where your support team are thriving and where there is room for improvement.
Keep customers satisfied and boost employee morale by presenting agents with the impact they have on a daily basis.
CUSTOMER RELATIONSHIP MANAGEMENT
Know your customers
Great support starts with truly knowing your customers. Deskpro comes with extensive CRM features that help you build meaningful customer relationships.
Realize your team’s true potential
Agent time is precious. Finding the balance between providing personalized experiences and departmental efficiency can be tough. With Deskpro, you can automate mundane and repetitive tasks, allowing your agents to focus on providing great customer support.
Our software has powerful, easy-to-use automation features that handle routine tasks and enforce business rules. This means your agents have more time to provide support with a human touch.
Track and assign tasks to your team
Making sure that your team is working in an efficient and timely manner can be tough. By using Tasks, you can streamline your team using task management.
Aligning agents workload and effectiveness is something that any help desk manager can do with ease, using Deskpro. Automatically create tasks, that can be linked to tickets, using triggers, escalations and SLAs.
Our agents prefer Deskpro over other help desks because of the user-friendliness, clear interface, and technical flexibility.Nam Nguyen Director of Customer Success
Collaborative Tools
Keep your team in sync with instant collaboration
Communication and collaboration are the keys to any successful customer support operation. Agents need the tools to work as a team to prevent duplicated work and confusion. Deskpro’s extensive collaboration features empower your agents to help each other and allow you to provide support to agents who need it.
Fast instant messaging
Built-in instant messaging ensures you don’t need a separate off-site messaging app. Keep all messages in one place.
Track important tickets
Follow tickets assigned to other agents to get notified about changes. Perfect for tracking important issues without getting in the way.
Ticket collaboration
Agents can add internal notes to tickets only visible to your support team. Notes form part of the ticket history, so it’s easier for other agents to find the necessary context they need to collaborate.
Productivity Tools
Supercharge your support
Ensure agents have the perfect response every time, automate tedious processes, and provide personal support at scale with even more Deskpro productivity features.
Community
Discover what customers really think with Community
Nurture customer engagement and strengthen relationships by providing a transparent place to crowdsource ideas. Allow customers to see, comment and vote on topics most important to them. Provide a roadmap to track the progress of responses to feedback and show you are listening to them.
Community engagement
Decide how you want to collect ideas. Engage your customer base and organize your Community area with varying Topics. Used for internal and external feedback.
Voting
Customers and agents can vote on the feedback they think is most useful, allowing you to prioritize improvements.
Easy to manage
Within the help desk, you can check, track and respond to feedback - which customers have submitted via the Help Center.
Use custom feedback statuses so they can see if you’re planning on implementing a suggestion or not.
Keep customers in-the-know
Customers can follow feedback threads and receive alerts when issues have been addressed by your team.
Make account management simple
No support team should have to endure the tedium inefficient account management. Benefit from the simplicity of single sign-on, and remove the hassle of resetting lost agent passwords. Integrate with authentication apps such as Active Directory, LDAP, SAML and others.
When a help desk just works it is beautiful, and Deskpro did that from day one.Arnis Morkans Head of IT
