Deskpro is a comprehensive help desk and ticketing system designed to centralize and streamline support operations for both external customers and internal teams. The platform supports omnichannel communication—including email, chat, phone, and social media—allowing organizations to manage all support interactions from a single interface. Deskpro features AI-powered assistance for drafting replies, summarizing tickets, and automating triage, as well as robust workflow automation, custom SLAs, and reporting. Collaboration tools enable multiple agents to work on tickets, share internal notes, and manage tasks. The system is highly configurable, supporting cloud, private cloud, or on-premises deployment, and includes a knowledge base, CRM, and dynamic forms for efficient information capture and self-service. Deskpro is suitable for IT, HR, customer support, and other departments seeking to improve response times, accountability, and user satisfaction.

Key Features

Omnichannel Support Centralizes all support channels in one platform.

• Manages email, chat, phone, and social media interactions.
• Shared inbox for unified ticket management.

AI-Powered Assistance Enhances agent productivity and response quality.

• Drafts replies and articles, summarizes tickets, and auto-triages using AI.
• Learns from organizational data for improved accuracy.

Automation & Workflow Management Automates repetitive tasks and enforces business rules.

• No-code workflow builders for custom automations and SLAs.
• Auto-routing, escalations, and approvals.

Collaboration Tools Facilitates teamwork and knowledge sharing.

• Internal notes, @mentions, and agent collaboration on tickets.
• Task management and assignment.

Knowledge Base & Self-Service Empowers users to resolve issues independently.

• Centralized knowledge base for articles and guides.
• AI chatbot delivers instant answers from documentation.

Reporting & Analytics Provides actionable insights for continuous improvement.

• Real-time dashboards, custom reports, and KPI tracking.
• Monitors agent performance, CSAT, and ticket trends.

Custom Forms & CRM Captures detailed information and manages user relationships.

• Dynamic forms adapt to user responses.
• Integrated CRM for tracking customer history and interactions.

Flexible Deployment Supports various hosting preferences.

• Available as cloud, private cloud, or on-premises solution.

Benefits

Improved Support Efficiency Streamlines support workflows and reduces response times.

• Centralizes all support activities for better visibility and control.
• Automates routine tasks, freeing agents for complex issues.

Enhanced Collaboration and Accountability Enables teams to work together seamlessly.

• Multiple agents can collaborate on tickets and share knowledge.
• Task assignment and tracking improve accountability.

Scalable and Customizable Adapts to organizations of any size or industry.

• Highly configurable workflows, forms, and permissions.
• Supports both customer-facing and internal support use cases.

Data-Driven Decision Making Empowers managers with actionable insights.

• Real-time analytics and reporting inform process improvements.