Are there limits on the number of tickets, users, or conversations I can manage?

No, the pricing is strictly per agent, not per usage. All three plans—Team, Professional, and Enterprise—allow you to manage an unlimited number of conversations and tickets without extra fees.

What tools can Deskpro integrate with in my existing workflow?

Deskpro integrates natively with popular tools like Slack, Microsoft Teams, and HubSpot. Furthermore, you can connect to over 1,000 additional apps using the built-in Zapier integration. All plans provide access to the full REST API and integrated App Framework.

What compliance certifications and security standards does Deskpro meet?

Deskpro adheres to ISO 27001, CSA Star, GDPR, and SOC 2 Type II compliance standards. For Enterprise clients, HIPAA-compliant hosting and a Business Associate Agreement (BAA) are available options.

What is the commitment requirement for annual vs. monthly billing?

Cloud plans for Team and Professional tiers allow you to choose between monthly or annual commitments. The highest tier, Enterprise Cloud, requires annual payment. Self-Hosted deployment also requires annual billing across all tiers.

Where will my data be hosted if I choose a Cloud plan?

Team and Professional Cloud users can select hosting in data centers located in the US, EU, or UK. Enterprise users have a Global Data Center Choice, allowing hosting in 1 of 22 different countries.

How long is the free trial, and what information do I need to start?

Not explicitly stated on the official site how long the trial lasts. Tip: You can request access instantly for Cloud accounts or arrange a technical demo if you are interested in the Private Cloud or Self-Hosted deployments.

What are 'Lite Agents,' and how do they benefit my team collaboration?

Lite Agents are internal users who can collaborate with your team and view tickets but cannot send replies to customers. The Professional plan includes 50 Lite Agents, and the Enterprise plan offers 1,000 Lite Agents for enhanced internal communication.

What are the minimum agent requirements for the different Cloud plans?

Cloud plans start with a three-agent minimum for the Team tier. Professional requires a minimum of ten agents, and the Enterprise tier begins at a 25-agent minimum.

What kind of support is included, and what is the uptime guarantee for Enterprise users?

Standard Support is available for Team plans via email, chat, and web during business hours (9 am – 6 pm). Enterprise clients receive a 99.99% Uptime SLA, Quarterly Health Checks, and a dedicated Customer Success Manager.

Is it possible to remove Deskpro's branding from the customer-facing portals?

Yes, the option for Unbranding is included starting with the Professional plan. This feature lets you remove Deskpro branding from both your Help Center and your Live Chat widget.

Does Deskpro offer multilingual support for global organizations?

Yes, Deskpro is designed for global support with 25+ Language Packs via crowdsourced contributions. Agents have access to one-click content translation, and you can create multi-brand help centers for different regions.

What is the cancellation or refund policy if I decide to stop using the service?

Not explicitly stated on the official site. Tip: You should contact the Deskpro sales team directly for specific details regarding refunds and contract cancellation terms.

Which deployment option (Cloud or Self-Hosted) should I choose for maximum control?

The Self-Hosted option is best if you need maximum control and data sovereignty. It allows installation on your own servers with full system access and customization of the deployment specifications.

Can I test new features or settings without affecting live support data?

Yes, you can. The Enterprise plan includes a Sandbox environment for Cloud accounts, which lets you test changes and product previews before deployment. Test Instances are also available for on-premise accounts.

Deskpro review, pricing, features, pros & cons

Name: Deskpro
Price: 49

Are you struggling to keep support conversations structured and visible? Replacing legacy systems and messy shared inboxes can feel overwhelming. Deskpro addresses this head-on with one platform built to handle every conversation on any channel.

It helps your team collaborate better and resolve issues seamlessly, creating true support efficiency. ✨

What is Deskpro?

Deskpro is a comprehensive support ecosystem designed to simplify complex service tasks and arm your team for success. It delivers personalized support across every channel, consolidating all interactions into a shared inbox. This solution is built for maximum organizational flexibility. Deskpro serves diverse users, including IT Service Desks, HR/People Ops, and B2B/B2C Customer Support teams. 💡

What truly sets Deskpro apart is its adaptable deployment. You get to choose how your data is managed. Options include Cloud SaaS globally (US, EU, UK), Private Cloud placement (AWS, Azure, Google Cloud), or full Self-Hosted installation. Whether you require rock-solid data sovereignty or completely managed services, Deskpro meets your organization exactly where your needs demand.

Deskpro Key Features

📬 Unified Conversation Control

Ditch the chaos of managing multiple communication tools. Deskpro brings every conversation into one powerful Shared Inbox. This lets your team collaborate seamlessly and resolve issues faster than ever before. You gain complete control over crucial support channels like email, chat, social media, SMS, and modern platforms like Microsoft Teams and Slack.

This unified platform eliminates the disjointed experience of legacy systems. Agents have instant visibility into the full customer history, regardless of the channel used. Ensuring every interaction is tracked and handled efficiently builds better support habits and stronger customer relationships.

✨ Automation and Workflow Management

Stop wasting time on performing repetitive tasks manually. Deskpro’s strong automation tools help you work smarter, not harder. You can use no-code builders to easily set up complex workflows and critical processes.

This is essential for managing custom Service Level Agreements (SLAs). Automating these rules ensures consistent service delivery and improves overall operational efficiency. When you automate triage and routing, your team focuses only on the pressing issues that require human attention.

🤖 AI-Powered Resolution Assistance

Speed up resolution times with powerful AI assistance built directly into your helpdesk. Deskpro AI learns continuously from your existing support data, getting smarter with every interaction.

Agents can leverage the AI to draft complete replies and suggest accurate knowledge articles instantly. The system also performs essential back-end work automatically. This includes summarizing lengthy tickets and performing auto-triage on incoming queries. This process frees agents from repetitive sorting tasks, allowing them to solve problems efficiently.

✨ Data-Driven Performance Reporting

Understand exactly how your support team is performing using clear, real-time insights. Deskpro helps you track everything that truly matters, including key performance indicators (KPIs), agent success, and customer satisfaction (CSAT) scores. You can monitor ticket trends instantly to identify bottlenecks or surging demand immediately.

Custom dashboards are easy to create and tailor to different audiences. This ability ensures you can share clear, actionable data that drives continuous operational improvements across your organization. Unlocking these insights is key to improving resource allocation and response times.

✨ Unmatched Deployment Flexibility

We believe your support architecture should meet your precise business requirements. Deskpro offers unmatched deployment freedom, ensuring you maintain maximum control over your data and infrastructure. Options range from completely managed services where we handle everything, to gaining full system access on your own servers.

Whether your concern is data sovereignty or organizational flexibility, you can select the setting that works best for you.

✨ Comprehensive Knowledge Management

Empower your users and agents with instant access to information through a central Knowledge Base. The Help Center acts as a robust repository for help articles, internal guides, and customer-facing documentation. This setup enables strong 24/7 self-service for customers, reducing the need for direct agent interaction.

You can also connect this rich knowledge base directly to the AI chatbot. This integration allows the bot to instantly deliver accurate answers and resolve common issues without creating a ticket, significantly lowering support volume.

Use Cases

💬 Unifying Conversations Across Every Channel

Are you currently managing support across a messy, disjointed collection of email, chat, and social channels? Deskpro solves this by bringing every single conversation onto one unified platform. This immediately replaces the need for legacy systems or shared inboxes that cause communication friction. Your agents can collaborate better and resolve diverse issues faster when all context is centralized.

The Change in Flow

Incoming requests enter the unified inbox from any channel.
Agents see the complete customer history in a single view.
Team members can easily collaborate internally on complex tickets.
Resolution times shrink thanks to streamlined conversation control.

⚙️ Scaling Support with Workflow Automation

Growing teams need to automate support processes to remain efficient. Deskpro allows you to automate smarter, not harder, using intuitive no-code builders. You can seamlessly set up complex workflows, define custom Service Level Agreements (SLAs), and manage critical processes.

This is essential for ensuring high-priority tickets are automatically routed correctly. Whether you're an IT Service Desk managing internal requests or a B2B team handling customized client contracts, automation ensures requests are managed according to policy.

Tip: Use automation to auto-triage incoming queries, saving agents time before they even open the ticket.

📚 Empowering Users with Instant Self-Service

Support teams often spend too much time answering the same common questions repeatedly. Deskpro helps you build a robust central Help Center for 24/7 self-service. Populate it with detailed customer-facing documentation and essential help articles.

Once the content is established, you can empower AI chatbots to instantly provide answers based on your Knowledge Base. This resolves many common issues without requiring any agent intervention. This strategy improves the user experience while freeing your team to focus on tickets that truly require human expertise.

📈 Gaining Actionable Insights from Support Data

Effective operations depend on understanding what is happening in real-time. Deskpro helps you track everything that matters, including agent performance, CSAT scores, and overall ticket trends. This moves you away from guesswork and towards data-driven decisions.

Problem → Approach → Outcome

Problem: Lack of visibility into which support channels perform best or why tickets are delaying.
Approach: Utilizing real-time reporting features to create custom dashboards instantly.
Outcome: You unlock actionable insights that allow managers to improve operations and drive stronger collaboration across the support teams.

🔒 Ensuring Data Sovereignty and Control

Organizations often require specific architectural solutions to meet security or compliance needs, like HIPAA. Deskpro adapts to your requirements by offering unmatched deployment flexibility. You can choose whether you need a fully managed Cloud SaaS solution in regions like the US, EU, or UK, or if you need more control.

For maximum governance and data sovereignty, you can choose a Private Cloud deployment on providers like AWS or Azure. Alternatively, the Self-Hosted option allows you to install Deskpro on your own servers with full system access. This flexibility ensures your support platform meets your organization exactly where your compliance demands are strict.

🤖 Boosting Agent Efficiency with AI Assistance

Agents can speed up resolution times dramatically by leveraging Deskpro AI. This feature learns continuously from your existing data and support history. When a new ticket arrives, the AI can instantly summarize the conversation, highlighting the key details for the agent.

The AI can also draft full replies or help create new knowledge articles quickly. This assistance allows agents to act faster and ensures responses are consistent. It’s built to reduce the manual effort involved in understanding and responding to high-volume queries.

User Reviews

Deskpro receives a polarized reception from users, according to the limited reviews available. Historically, users have praised the system for being highly intuitive and relatively affordable, noting the helpdesk ticket system works very well.

However, more recent feedback highlights significant technical frustrations. Users reported the UI is often difficult and unstable, specifically mentioning a lack of dark mode and critical messaging failures where customers could not see agent replies.

Despite these technical complaints, internal support responsiveness is frequently cited as a major strength. One user noted fast email and phone support, stating that Deskpro staff immediately create feature requests when minor issues or missing functions are identified.

Contrarily, others have described the helpline and live chat as "disgusting" or improper, suggesting inconsistency in service quality depending on the communication channel used. While the platform has a history of being highly recommended, stability and modern user experience seem to be critical areas needing immediate improvement based on the most current negative reports.

🛠️

What users say elsewhere

Alex K.

· Trustpilot · Sep 26, 2024

5.0 / 5

Working with Deskpro has shown they have fast support via email and phone. Most questions are answered quickly, sometimes before the call ends. They immediately create feature requests for small bugs we find.

David M.

· Trustpilot · Mar 13, 2019

We bought Deskpro 15 years ago, and it has always been a great product. The long-standing helpdesk ticket system is very intuitive and works well. We use their reasonably affordable monthly plan and I always recommend it.

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