Take a tour of Deskpro

Get to grips with support software with our run-through of ticketing and how you can interact with customers through Deskpro.

03:04

Anatomy of a Ticket

Get to know the different elements that make up a Deskpro ticket.

by Hannah

02:30

Using Agent Notes

Collaborate with colleagues with private internal notes to resolve issues together.

by Hannah

04:33

Replying to a Ticket

Learn the basics of replying to your users with Deskpro's useful reply box tools.

by Hannah

01:46

Ticket Assignment

Understand the concept of assignment and ownership of Deskpro tickets.

by Alesia

01:55

Ticket History

See all the actions that have taken place on a ticket in one convenient place.

by Alesia

03:39

Ticket Status

Stay on top of ticket lifecycles and keep them moving toward resolution.

by Alesia

02:59

Ticket Creation

A walkthrough of how Agents can manually create Tickets in the Deskpro Agent Interface.

by Joell

Find out about some of the ways you can quickly action tickets and the useful tools at your disposal.

04:50

Introduction to Ticket Actions

Get to know the useful tools that you can access from a ticket.

by Alesia

03:56

Approvals

Streamline your approval processes with our workflow management tool.

by Alesia

02:42

Billing

Add charges to your support and track your billable hours of assistance.

by Alesia

01:19

Follow Ups

Prompt agent activity, automate actions and set up helpful reminders.

by Alesia

02:18

Linked Tickets

Connect Users' similar queries with a quick linking action.

by Alesia

01:27

Linked Topic

Link tickets to topics in your Community Forum to easily share users' opinions.

by Alesia

01:38

Problems

Link Problems to tickets with ease with quick Ticket Actions.

by Alesia

01:22

Pending Article

Create Knowledgebase Articles linked to questions your customers raise.

by Alesia

01:45

Tasks

Create and delegate tasks linked to an open ticket for speedy resolution.

by Alesia

01:21

SLAs

Apply SLAs to tickets in the agent interface to meet performance targets.

by Alesia

Get to know the different ways to find tickets in the interface and categorize your workflows.

02:35

The Navigation Panel

Find out about all the different ways you can sort, filter, and find tickets in Deskpro.

by Joell

02:23

Queues

An in-depth look at how Queues can group and categorize helpdesk tickets.

by Joell

02:41

Lists

Build highly-specific ticket lists for yourself and across the helpdesk globally.

by Joell

02:05

Ticket Search

Locate specific tickets in the helpdesk with our powerful ticket search feature.

by Joell

02:49

Problems

Track large-scale or recurring issues with intelligent problem management tools.

by Joell

02:09

Stars

You can use stars as a personal categorization system in the helpdesk.

by Alesia

03:34

Labels

Add labels to different items for quick categorization and searching capabilities.

by Joell

Deskpro's powerful automations let you build actions that improve agent productivity and streamline key workflows.

04:51

Snippets

Agents use Snippets to insert canned responses to reply to tickets faster.

by Joell

04:49

Macros

Let agents run a pre-defined set of actions again and again to boost productivity.

by Joell

02:25

Mass Actions

Easily apply the same actions to multiple tickets at once using Mass Actions.

by Joell

Look through all the different elements of Deskpro's CRM, and easily manage all your users in our simple customer management tool.

02:59

Overview of the CRM

Find out about Deskpro's CRM and how it makes managing customers easy.

by Joell

03:39

The User Profile

Store and view information about Users on their profiles in the helpdesk.

by Joell

03:53

The Organization Profile

Group Users into Organizations and store company-wide details in one location.

by Joell

03:15

Creating Usergroups

Easily define user permissions to control what they can view and access.

by Joell

04:57

Custom Fields

Create flexible custom fields to store information on Users and Organizations.

by Joell

The OPC is our new method for deploying and managing Deskpro On-Premise from an intuitive self-hosting platform.

03:10

Introduction to the OPC

Our re-imagined On-Premise platform for seamless self-hosting.

by Chris

03:12

Creating an Instance

How you can use the OPC to create an instance in your On-Premise deployment.

by Chris

03:10

Installing the OPC

Check out how you install the On-Premise Controller

by Chris

01:37

Updating an Instance

Find out about managing your instance updates using the On-Premise Controller.

by Chris