Deskpro

Optimize human agent productivity by enhancing replies, creating knowledge base articles, and summarizing tickets

Resolve common issues before they ever reach an agent with AI-powered chatbot

Index all your public-facing content including manuals, FAQs, PDFs, websites, and data lakes for AI to use

Get AI-suggested responses to customer inquiries

Set guardrails and controls for AI behavior and responses

Automatically detect customer intent and categorize tickets accordingly

Analyze customer sentiment in ticket messages

Automatically check and correct spelling and grammar in responses

Automatically summarize ticket content using AI

AI-powered ticket translation for improved accuracy

Improve the tone of agent responses using AI

Automatic routing to the right agent based on intent, sentiment, and language

Secure, private connectivity with Amazon Bedrock AI services via AWS PrivateLink

Use any Amazon Bedrock AI foundation model to power Deskpro AI

Transform customer support with AI that automates triage, suggests responses, and delivers personalized resolutions

Deploy AI in private, sovereign, and on-premise environments

Send automatic responses to incoming tickets

Create automated conversation flows using bots

Automatically escalate tickets based on defined rules and conditions

Automatically follow up on tickets based on time intervals or conditions

Create reusable response templates and automation sequences

Perform bulk operations on multiple tickets at once

Automatically distribute tickets evenly among agents

Save frequently used text snippets for quick insertion into responses

Automatically trigger actions based on ticket attributes and categorization rules

Define work shifts and availability for agents

Accelerate resolutions and reduce costs with intelligent automation that eliminates manual work and streamlines approval chains

Collect structured data up front with dynamic fields that auto-route issues to the right team and cut back-and-forth

Turn every email into a trackable ticket with clear ownership, SLAs, and automations for faster resolution

Provide instant, 24/7 support with multi-chat handling, proactive prompts, and message previews in a branded widget

Create and manage tickets from Teams chats and channels while Deskpro routes, prioritizes, and enforces SLAs

Let employees raise and track requests directly in Slack with /deskpro commands, structured forms, and real-time updates

Offer text-based support by turning SMS messages into tickets with instant acknowledgements and mobile-friendly conversations

Convert DMs and comments into tickets you can manage and reply to from Deskpro with full workflows and analytics

Handle calls with IVR, warm transfers, recording, and automatic call-to-ticket logging for seamless follow-up

Support customers on WhatsApp with two-way messaging, media support, and automatic ticket creation in your help desk

Certified by Cloud Security Alliance

Compliant with Cyber Essentials Plus certification

Data Processing Agreement for GDPR compliance

Compliant with General Data Protection Regulation

HIPAA-compliant hosting for healthcare organizations

Compliant with ISO 27001 information security standards

SOC 2 Type II certified for security controls

Connect Deskpro with 1,000+ apps to unify your tech stack and automate workflows

Browse and install apps from the Deskpro marketplace

Create custom applications and integrations

Sync customer data with your CRM system

Build custom integrations using the full REST API

Connect Deskpro to thousands of apps via Zapier

Access over 150 pre-built reports for common analytics needs

Make smarter decisions with real-time dashboards and custom reports to monitor team performance and track SLAs

Build custom dashboards to visualize key metrics

Create custom reports tailored to your specific business needs

Collect customer satisfaction feedback through surveys

Export report data for further analysis

Share reports with team members and stakeholders

Control who can view and create reports

Enable two-factor authentication for agent accounts

Built-in security, compliance and data privacy features

Full data encryption in transit and at rest

Regular security reviews and assessments

Implement secure single sign-on for agents and customers

Enable two-factor authentication for customer accounts

Host user discussions, feedback, and peer-to-peer support

Control who can view or edit content (public, internal, or restricted)

Enforce content workflows with scheduled publishing, reviews, and expirations

Add unlimited custom fields and layouts to ticket submission forms

Let users rate article helpfulness and suggest improvements

Upload guides, PDFs, and images to support content

Build structured multi-page guides for products or onboarding

Create a fully branded portal where users can browse help articles and submit tickets

Enable 24/7 self-service with a fully customizable, multilingual knowledge base to reduce ticket volume and improve satisfaction

Maintain separate Help Centers for multiple brands or departments

Share new updates, announcements, or service notifications directly on your Help Center

Negotiate custom contracts for enterprise requirements

Custom feature development for enterprise needs

Dedicated Customer Success Manager as your main point of contact

Professional implementation services to help you get started

Quarterly health checks and optimization reviews

Dedicated sandbox environment for testing

Mention specific team members in ticket conversations

Add internal notes to tickets for team collaboration

Add unlimited custom fields to tickets to capture additional data

Apply custom labels to tickets for organization

Deliver seamless, personalized support across email, chat, social, and more with real-time context and automation

Mark important tickets with star ratings

Allow team members to follow specific tickets

Control who can view and edit specific tickets

Organize tickets into custom queues for better workflow management

Define and track Service Level Agreements for tickets

Automatically translate tickets between languages

Set ticket urgency levels for prioritization