Deskpro

Support teams that answer customers, staff and clients from a single queue are the audience Deskpro was built around. It is a help desk platform that pulls email, web forms, voice and live chat into one inbox, so an agent sees the whole conversation history before replying, whichever channel it arrived on.

One inbox, several kinds of request

The company positions the product for customer service, IT, HR and operations teams at once. Customer-facing groups use it for ticketing with a built-in CRM, which lets an agent verify who they are talking to and see their earlier contact. IT groups get queues with set structure, automatic allocation of work and tracking against service-level targets, for internal and external requests. HR and operations groups get case management with confidential handling controls and workflows they can design to match their own processes. Teams that run several brands or products can keep them in one instance, and the interface is offered in more than 30 languages.

Cloud or on your own servers

A distinguishing choice is where the software runs. Deskpro can be used as a cloud service hosted on AWS, from data centres in the US, the EU or the UK, and customers on the enterprise plan can pick from 27 AWS countries for data storage. Organisations that prefer full control can instead install it on their own server infrastructure and export their whole database if they wish.

Automation, self-service and AI

Agents can cut repetitive work with snippets and macros, while managers set routing rules and escalation triggers that apply across the whole organisation. A knowledge base and help centre let customers search for answers themselves, and agents can pull the same articles into replies. The AI features draft replies from the knowledge base, summarise long ticket threads and flag items that need attention, and an AI chatbot can handle first contact on routine questions. The company stresses that every AI action is a suggestion, so people decide what is sent.

Custom fields, reporting and apps

Ticket fields, forms and workflows can be customised so the process is not bent around the software. Reporting covers ticket volume, SLA performance, agent workload and customer satisfaction scores. Deskpro also describes a large range of bespoke apps and links to other tools through Zapier, plus connections to existing email accounts, websites and single sign-on systems.