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

Custom forms that can be embedded anywhere on your website or Help Center. Collect the correct customer information that your agents need to solve their issue.

Support your customers in real-time using live chat. Embed on your site and keep your branding consistent.

Fully integrated call center software solution in the helpdesk. Receive inbound calls and make outbound calls from the interface.

Send and receive SMS messages from your helpdesk.

Your customers can text you through Whatsapp and the messages will register as a ticket in your helpdesk, whilst your replies will be sent straight to their account.

Reply to customer tweet enquiries or respond to their instant messages in their direct messages from within your helpdesk.

Let customers interact with you by messaging your brands page on Facebook; easily automate replies and chat with customers from your helpdesk platform.

Email & Live Chat support available 9am - 6pm, Monday to Friday.

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.

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

Intelligent automations to organize your helpdesk across every channel.

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 focused 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.

Apply labels, custom fields and notes to each organization, or see entire ticket history at-a-glance.

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 for access to your support and content.

Implement permissions to control who has access to your Help Center, require customers to be logged in securely to view certain content and areas.

From toggles to dates, attachments, and more, Deskpro gives you the flexibility to utilize a multitude of different custom fields across your helpdesk and Forms.

Personalize notifications across your teams. Either as a group or individually. Notifications can be via Email and/or IM interface.

Determine who can access areas of your helpdesk and Help Center with permissions. You can restrict access to certain features by setting permissions for specific agents, departments or usergroups.

Control which usergroups can submit tickets to certain departments through custom usergroup permissions.

Use up to 3 different brands & Help Centers in your helpdesk.

Make it easy for customers to find the help they need by categorizing and grouping knowledgebase articles.

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

Ensure your published content follows your 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, ensuring agents have all the necessary information in order to solve customer issues with ease.

Show definitions of terms used 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 sharing and storing 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 knowledgebase.

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

Extend the helpdesk with simple widgets or write custom apps.

Benefit from a library of 1000+ bespoke apps and integrations.

Access to the Deskpro Full REST API, at 20rps.

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.

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

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

Categorize IT issues as Incidents, with individual SLAs and escalation paths.

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

Build up a service catalogue within the Knowledgebase and link to specific content or pre-filled forms.

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

Help Center content will be automatically localized based on the geographic location of the customer.

Crowdsourcing contributions across 25+ languages to provide you with a global helpdesk for customers.

A tabulated view of all the actions your Agent's did on a particular date.

Build your own custom reports using our reporting language DPQL.

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

Display live updates to your reports on curated dashboards.

Data in your helpdesk reports is updated in real time, for accurate reporting & 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 make pulls specific data from your helpdesk 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 are included in the top results.

Customers are directed to any relevant articles when they try to create a ticket.

ISO27001 helps organizations to keep information 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-specific security controls mapped to leading standards and best practices. Providing organizations with a structured and open view on Deskpro's security protocol and policies.

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

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

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

An annual framework for UK public sector organizations to view Digital Marketplace with the knowledge that Deskpro adheres to a strict supplier declaration.

Assign individual extension numbers for any of your agents.

Streamline your call routing with auto-attendant IVR technology.

Answered calls automatically create tickets so agents can easily follow up.

Automatically manage and distribute calls to specific departments 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 information.

Agents can click on any phone number and begin a call in just 2 seconds.

You can forward incoming calls to your deskphone, mobile or even SIP.

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

Add agents to active calls, or send calls to different agents and teams.

Allow customers to leave a voicemail that automatically creates a ticket.