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

Discover Deskpro's feature-rich helpdesk system, designed to streamline customer support and enhance team collaboration so you can exceed support expectations.

Ticket Management

Automations

Streamline your workflow with powerful automation

Save time and reduce costs with intelligent helpdesk automation tools

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

Run global actions on the helpdesk 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 helpdesk.

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

Ticket Assignment

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

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

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

Live Chat

Have more human conversations

Resolve users' issues in real-time with in-built live chat software.

Chat Departments

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.

Custom Chat Fields

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.

Multi-Agent Chat

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

Multi-lingual Chat

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 helpdesk.

Collaboration Tools

Team up on support

Deskpro makes collaborating with colleagues simple, so you can focus on solving tickets.

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.

Call Distribution

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

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

Multi-Agent Calls

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

Multi-Agent Chat

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

Round Robin Assignment

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

Allow agents to communicate and collaborate within the helpdesk instantly.

Ticket Followers

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 helpdesk from one interface.

CRM

Connect with users and nurture relationships

Build meaningful and accurate pictures of every customer and organization.

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

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.

Organization Profiles

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

User Registration

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

Create and manage profiles for every individual that contacts your helpdesk.

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

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

User Satisfaction

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

Customization

The support platform that's all your own

Construct a helpdesk and Help Center that perfectly fits your organization's needs.

Automatic Routing

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

Agent Permissions

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

Configure Triggers

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

Custom Branding

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

Customize your helpdesk 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.

Date & Time Settings

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

Email Templates

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 helpdesk using HTML and JavaScript.

Email Ticketing

Streamline support with email ticketing software

Effortlessly track, prioritize, and solve every email processed by your centralized ticketing system.

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

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

Automatic Emails

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

Department Accounts

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

Duplicate Detection

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

Email Abuse Prevention

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

Email Account Triggers

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

Email Templates

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.

Subject Matching

Automatically determine if incoming messages are replies to existing tickets.

Ticketing Accounts

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

Ticket Creation

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

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

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

Survey Requests

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

Forms

Supercharge support with structured data collection

Reduce requests for more data by getting all the information you need the first time.

Agent-only Fields

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.

Mandatory Fields

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

Field Validation

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.

Help Center

Help your customers help themselves

Provide a 24/7 self-service platform for customers with a library of support resources.

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.

Help Center Design

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.

Multi-language Content

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 helpdesk.

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

Apps & Integrations

Streamline your workflow with seamless connections

Seamlessly integrate your helpdesk with thousands of bespoke apps and integrations.

API Import and Export

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

Deskpro App Library

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

Authentication

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

Custom Widgets & Apps

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

Embed Forms & Widgets

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

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

Helpdesk Importer

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

SSO Authentication

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

Webhook Actions

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

Zapier Integration

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

Localization

Helpdesk Software that speaks your language

Make it easy for your international teams to work in harmony with localized helpdesk tools.

Content Translation

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.

Date & Time Settings

Customize the format your helpdesk uses to display dates and times.

International Snippets

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.

Localization Features

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

Machine Translation

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

Multi-Language Support Centers

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

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

Translated Forms

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

Reporting

Harness the power of support analytics

Understand customers and improve support with insights you can act on, real-time live data across custom dashboards and reports.

Agent Activity Reports

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

Agent Monitoring

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

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

Billing Reports

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

Built-in Reports

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

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

Exporting Reports

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

Monitor helpdesk 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.

Ticket Satisfaction

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

Ticket Management Tools

Stay on top of every ticket

Introduce simple request management with organization and prioritization features.

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

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.

Security

Compliant and secure helpdesk software

Keep your helpdesk data protected and secure with robust security practices.

Abuse Prevention

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

Authentication Apps

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.

IP Whitelisting

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

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

Payment Protection

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

Physical Security

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

Server Monitoring

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

SSO Authentication

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

System Security

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

Voice

Powerful call center at your fingertips

Fully integrated call center software built into your helpdesk solution.

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.

Caller ID & History

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

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

Multi-Agent Calls

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

Music & Greetings

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

Number Extensions

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

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

Voice Ticketing

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.

Admin

Say hello to limitless configuration

Configure your helpdesk to optimize workflows and automate manual processes.

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

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

Agent Properties

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

Department Permissions

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

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

User Registration

Control how customers can create new accounts associated with your helpdesk.

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