Eliminate repetitive and routine tasks
Give your agents powerful automation tools to increase the efficiency, quality and consistency of their support. Set automations once and then let Deskpro do the hard work for you.
Intelligent automations keep your helpdesk running smoothly and efficiently. Ensure all your incoming tickets are replied to and nothing gets left behind.
Categorize every ticket
Automatically categorize tickets and assign them to the right agent or department based on flexible criteria.
Keep agents informed
Assign followers and distribute notifications to agents who require visibility of certain ticket changes.
Set up integrated and automatic urgency scores so agents understand which tickets to handle next.
Admins create escalations across the entire helpdesk that run after a ticket has spent a pre-defined amount of time in one particular state.
This will trigger actions of your choice such as increasing ticket urgency, reassigning tickets, or sending survey requests.
Set up auto-replies and configure updates to make sure customers are never left in dark regarding the status of their issue.
Utilize custom fields to personalize your auto-response templates.
Service Level Agreements
Guarantee customers issues are being resolved
Set custom goals with SLAs to monitor your helpdesk response times and maintain high standards.
Your helpdesk will automatically prompt agents to act when SLAs are at risk or notify managers if they fail. You can easily track your SLAs to see how your organization, departments and individual agents are performing.
Share workloads evenly and automatically
Ensure tickets, chats and calls are distributed evenly between teams, agents and departments with automatic ticket routing.
Assign incoming tickets, chats and calls evenly to your available agents: each new ticket is assigned to the next agent in the queue.
Assign incoming tickets, chats and calls to agents in the queue who have handled the fewest tickets, so the workload is balanced.
Any incoming chats or calls will ring all agents in the chat department simultaneously. The first agent to manually accept will handle the chat.
Auto Attendant & IVR
Right agent, right conversation
Streamline your call routing for each phone number you own with IVR, music and greetings.
Ensure that customers reach the department that they need, fast, with your intelligent phone system technology.
Save your team from helpdesk headaches
Arm agents with time-saving tools that completely transform the way they work.
Craft a perfect response in two clicks
Make common responses more automated with intelligent canned responses. If you have common responses that have to be carried out in everyday interactions you can incorporate snippets into your ticket replies.
Quickly insert a snippet for a specific process that automatically populates the response with ticket information; making typical responses more efficient and saving agent time.
Automate processes to run like dominoes
Consolidate your common helpdesk processes by carrying out a series of pre-defined actions at the click of a button.
Schedule multiple actions to run at the click of a button; automating a whole series of processes in one go.
Never forget to follow up
Agents can set up automatic follow up messages, or surveys to be sent at a pre-determined point in time.
Automated follow ups ensure no customers are forgotten about, whilst simultaneously taking the pressure off your agents to keep on top of every single response.
Apply multiple actions at once
Quickly apply the same action to a number of tickets at once, automatically send one message to a number of customers in the same instance.
Save your agents having to click through every ticket one by one to give the same response.
Automate your internal requests
Approvals can streamline your internal workflows to ensure that a request reaches the right person every time and that they can view all the necessary information to make a decision.
Approvals can be applied across your helpdesk with macros; for workflows that require specific approval each time you can automatically apply the request alongside the other actions.
Problems & Incidents
Make problem solving more efficient with tracking features
When agents receive multiple tickets caused by the same underlying issue Deskpro allows them to efficiently categorize and respond to their customers.
Problems can result in a number of separate incidents; Deskpro enables agents to track and react by sorting the incidents to understand what the issue is and how to fix it.
Combined with mass actions agents can communicate with multiple affected customers quickly and easily.
Apps & Integrations
Automate the helpdesk, and beyond
Extend the helpdesk with dozens of built-in apps and over 1000+ integrations.