Deskpro

Alerts (Escalation)

Deskpro’s Alerts (Escalation) system automatically notifies managers or senior agents when unresolved tickets surpass specified time limits. This ensures that critical issues receive prompt attention, preventing SLA violations and customer dissatisfaction. Escalation alerts help prioritize urgent cases by routing them to higher-level support or specialists, promoting faster resolution and improved service reliability, which maintains organizational accountability and enhances customer trust.

Automated Routing

Deskpro’s Automated Routing intelligently directs incoming tickets or chats to the most appropriate agents based on predefined rules such as skill set, availability, or workload. This automation eliminates manual distribution, speeds up response times, and ensures customers are connected to qualified agents efficiently. By optimizing ticket assignment, Deskpro improves resolution accuracy and agent productivity while enhancing overall customer satisfaction.

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Contract (SLA Management)

Deskpro’s Contract (SLA Management) functionality empowers organizations to define, monitor, and enforce service level agreements effectively. It tracks response and resolution times, triggers alerts for potential SLA breaches, and provides detailed reporting. By ensuring compliance with contractual obligations, Deskpro enhances transparency, maintains service standards, and strengthens customer trust through consistent, reliable support delivery.

Customizable Branding

Deskpro offers extensive Customizable Branding options that allow companies to tailor the help desk interface, chat widgets, emails, and customer portals with their logos, colors, and styles. This customization ensures a cohesive brand identity throughout all customer touchpoints, promoting professionalism and reinforcing brand recognition. The personalized experience fosters trust and loyalty by maintaining visual consistency during every support interaction.

Document Storage

Deskpro’s Document Storage enables the secure upload, organization, and sharing of files such as manuals, screenshots, and contracts related to customer support. Centralized storage allows agents quick access to important resources, streamlining issue resolution and collaboration. By maintaining well-organized documentation, Deskpro improves knowledge sharing within the team and ensures customers receive accurate, timely information during support interactions.

Incident Management

Deskpro’s Incident Management feature helps teams efficiently log, track, and coordinate responses to technical issues or service disruptions. It groups related tickets under single incidents for focused troubleshooting and communication. This organized approach reduces downtime, accelerates resolution, and improves transparency with customers, helping businesses maintain operational continuity and customer satisfaction during critical incidents.

Knowledge Base

Deskpro provides a robust Knowledge Base where customers and agents can access FAQs, tutorials, and troubleshooting guides anytime. This self-service tool reduces support tickets by empowering users to solve common problems independently. It also ensures agents deliver consistent, accurate information quickly, improving efficiency and overall customer satisfaction by providing easily accessible, reliable knowledge resources.

Known Issue Management

Deskpro’s Known Issue Management system identifies recurring problems and consolidates related tickets to streamline troubleshooting. It allows support teams to communicate proactively with customers about ongoing issues, reducing duplicate inquiries. This feature accelerates resolution by focusing efforts on root causes, improving transparency, and enhancing customer confidence through timely updates and efficient problem handling.

Live Chat

Deskpro’s Live Chat facilitates real-time conversations between customers and agents directly on websites or apps. Equipped with typing indicators, chat history, and file sharing, it provides instant, personalized support that enhances engagement and satisfaction. Live Chat allows agents to resolve queries quickly and efficiently, strengthening customer relationships through immediate, interactive assistance.

Macros (Templated Responses)

Deskpro’s Macros feature enables agents to insert predefined, templated responses to common customer queries swiftly. This tool enhances efficiency by reducing typing time, ensuring message consistency, and maintaining response quality. Macros can be personalized, allowing agents to adapt communications to individual cases while handling high volumes of support requests effectively.

Multi-Channel Communication

Deskpro integrates Multi-Channel Communication by consolidating support requests from email, chat, social media, and messaging apps into a single platform. This unified interface enables agents to manage conversations efficiently, maintain context, and deliver consistent, seamless support across all customer-preferred channels, improving responsiveness and satisfaction.

Self Service Portal

Deskpro’s Self Service Portal empowers customers to find answers, submit tickets, and track their progress independently. Available 24/7, this portal reduces support workload by enabling users to resolve issues without direct agent involvement. It enhances customer satisfaction by offering convenient access to resources and personalized case updates, fostering a proactive support environment.

Social Media Integration

Deskpro’s Social Media Integration connects support channels like Facebook, Twitter, and Instagram to the help desk platform. This allows agents to receive and respond to social inquiries within one system, ensuring timely and organized engagement. It helps maintain consistent brand communication and extends support accessibility across multiple customer interaction points.

Surveys & Feedback

Deskpro collects Surveys & Feedback post-interaction to measure customer satisfaction and gather insights on service quality. This data-driven approach enables continuous improvement by identifying agent performance and process gaps. Regular feedback fosters customer-centricity, helping organizations adapt and enhance their support strategies to better meet client expectations.

Ticket Management

Deskpro’s Ticket Management system organizes and tracks all customer requests through their lifecycle. It supports prioritization, categorization, and assignment to the appropriate agents, ensuring accountability and timely resolution. This structured approach streamlines workflows, improves visibility, and enhances customer experience by providing efficient and transparent support handling.