DESKPRO LTD

Deskpro Omnichannel Support Helpdesk

Deskpro is an omnichannel helpdesk software that streamlines customer and employee communication. With AI-powered automation and workflows, its adaptable platform can be customised to your team’s needs. Deskpro is already a trusted supplier to large UK Government departments, join them to optimise services, increase team efficiency, and boost resource capacity.

Features

• Omnichannel Ticketing; Email, Phone, Chat, Forms, Social Media, Reviews, SDKs.
• AI-Powered; Ticket triage, data sourcing, agent suggestions, and productivity tools.
• Self-Service Contact Centre with Chatbots, Knowledgebase, News, Forum and Guides.
• Workflow automations; Global ticket routing, SLA management, and approval processes.
• Advanced Analytics; Built-in and custom reporting dashboards for KPI monitoring.
• Mobile Apps; Native iOS and Android applications included for on-the-go.
• Extensive Integration with 100+ applications; Zapier and Full Rest API.
• ITIL Service Desk features including Problem and Case Management tools.
• CRM for secure user and organisation data management and storage.
• Secure platform; SSO, 2FA, and data encryption to safeguard data.

Benefits

• Communication is trackable, centralised, and managed efficiently across every channel.
• Leverage AI to automate triage, improve workflows, and enhance efficiency.
• Provide 24/7 self-service help to reduce demand on staff.
• Measure performance and track key metrics for operational advantages.
• Automatically route requests and streamline processes in line with SLAs
• Manage customer data securely, improve relationships with insights into behaviour.
• Effectively manage cases to improve service delivery and minimise downtime.
• Security measures ensure data is compliant with data protection regulations
• Respond to tickets on-the-go to improve response times and flexibility.
• Integrate with applications to streamline workflows and improve data sharing

£29 to £99 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@deskpro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

142832397261428

Contact

Hannah Scott
020 3582 1980
sales@deskpro.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Deskpro is provided as hosted (cloud) as well as being available for deployment as self-hosted (on-premise) solution.
• System requirements:
  • A browser
  • High speed internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Deskpro is committed to providing a first response to support tickets within one working hour. Our support process ensures that once an issue is triaged and both parties agree on the severity level, it will be escalated to the appropriate level and logged with our development team who make their best effort to resolve the issue promptly. Once an issue is resolved, this is communicated to you on the support ticket. Our focus is on optimal customer satisfaction, and we strive to ensure that issues are addressed and resolved as swiftly and efficiently as possible.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Using screen readers.
• Onsite support: Yes, at extra cost
• Support levels: Deskpro's in-house support team, based in our London headquarters, offers multiple channels for assistance: email, live chat, form submission, and phone. In addition to a 24/7 self-service Help Centre complete with FAQs, Guides, Forum, and downloadable resources.; ; Support levels vary across plans, but all customers receive support from 9am - 6pm, Monday to Friday. On Deskpro Professional this is raised to 24/5 email support, enhancing issue triage and reporting speed. On Deskpro Enterprise this further raises this to 24/7 assistance via email and quarterly health checks for the account with our Customer Success Team.; ; Additionally, Deskpro Professional and Enterprise include a dedicated account manager, who serves as your escalation point for your account.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When you’re getting started with Deskpro, you will undergo Onboarding working closely with one of our dedicated Project Managers. This can include onsite training, online training, and webinars. We configure your helpdesk to meet your organisation’s specific needs, including workflows, rules, and account setup.; ; The typical onboarding follows our standard implementation process which consists of four core steps: Learn, Build, Review, and Train, adjusting as needed to fit your go-live timeframe.; ; Additionally, our Help Centre (https://www.support.deskpro.com/en-GB) provides extensive support documentation, including structured guides, FAQs, how-to articles, videos, and downloadable files, to assist both agents and admins in setting up and using the helpdesk.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Can use the API to extract data.; We can provide you with an exported database from MySQL database, JSON formats or via the API.
• End-of-contract process: At the end of the contract, should you no longer wish to use Deskpro, we maintain backups of your accounts for 60 days - after which your data is completely deleted from all our systems.; A full data export can be requested in various formats.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Deskpro's native mobile apps for iOS and Android provide an on-the-go support platform, enabling agents to respond promptly, regardless of location. ; ; The Deskpro apps offer agents core ticketing and CRM functionality, allowing agents to respond to tickets, update customers, action tickets, manage relationships, and access crucial data from their devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Deskpro’s interface is intuitively designed and highly adaptable to individual agent preferences for maximum productivity. Agents can customise their helpdesk views, collapsing or expanding elements to dictate exactly what's visible while working, aligning with their unique workflows. This flexibility enhances efficiency and creates a user-friendly experience that fits each agent's specific preferences. The interface design adapts effortlessly across diverse screen sizes, from small laptops to 32” 5k monitors, always providing an optimised view.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Pre and post code reviews.; Emulators; Screen-readers; CI plugins (such as axe DevTools)
• API: Yes
• What users can and can't do using the API: Deskpro's API is a REST API operating over HTTP(S), providing a robust and secure method for data transfer and integration. You can access detailed documentation at https://www.deskpro.com/developers/api-docs/v2.html to fully understand its capabilities and application. This API facilitates the creation of custom workflows, enabling the seamless interaction between Deskpro and various systems. It allows for the retrieval and import of data from external systems directly into the Deskpro interface. This means you can centralise information, streamline operations and enhance decision-making processes. By leveraging the power of Deskpro's API, you can truly customise and optimise your helpdesk operations.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Deskpro boasts flexibility and customisation, ideal for multi-department helpdesks. Its customisable permissions provide finely-tuned access rights, ensuring every user, from your customers and support agents to administrators, have the appropriate level of access, safeguarding sensitive data.; ; Deskpro's customisable automations allow you to automate tasks, from simple ticket assignments to complex processes, enhancing efficiency and service consistency. ; ; The Help Centre interface is customisable, enabling you to align the customer portal with your brand identity, ensuring a seamless and reinforced brand experience.; ; Deskpro offers customisable settings and admin configuration, giving Admins full control over configuration, and making it adaptable to every organisation’s specific needs and processes. This ensures that Deskpro evolves with your business, adapting to changing needs over time. In short, Deskpro's customisation ensures an efficient, secure and consistent service, regardless of your helpdesk requirements.

Scaling

• Independence of resources: Deskpro’s Cloud platform is hosted on Amazon Web Services (AWS) which offers a highly scalable service. It dynamically adjusts to demand, seamlessly scaling resources up or down as needed. This ensures optimal performance regardless of ticket volume or agent count. As your organisation grows, Deskpro responds by increasing resources to maintain high-quality service. With Deskpro, you get an adaptable solution that grows with you, ensuring consistent performance at all times.

Analytics

• Service usage metrics: Yes
• Metrics types: Deskpro offers 150+ pre-built reports and dashboards, alongside the ability to generate custom stats against any helpdesk metric to provide insights, such as ticket creation, response times, closure times, and agent activity logs. ; ; Our custom dashboards enable Reports Admins to analyse data at a glance using various graphs and stats formats. This interface allows you to track KPIs effectively and schedule reports for regular stakeholder updates. ; ; Should you need assistance with building custom reports, Deskpro's support team is readily available, and we also offer reports consultancy.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Using the API or requesting a database export.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Deskpro system audit logs are always maintained and checked for anomalies, and we use contracted third-party DDoS providers to protect from distributed attacks. Including both AWS Shield Guards and CloudFlare.; Deskpro has been built to mitigate common attack vectors; such as SQL injection attacks and cross-site scripting attacks (XSS). We hash passwords with a salt, because hashing passwords is more secure than encrypting them. We don’t maintain access to original passwords, so even in the unlikely event of a database compromise - all passwords would remain secure.

Availability and resilience

• Guaranteed availability: Deskpro maintains a high level of availability on the cloud platform, averaging over 99.9%. We guarantee a 99.9% uptime for Deskpro Cloud, with a pro-rata refund available for downtime periods that impact operations. ; The status of the cloud software and its components can be checked on our publicly available status page: https://deskprostatus.com/
• Approach to resilience: Our cloud service data-centre provider (AWS) operate state-of-the-art, ISO 2700, PCI DSS Level 1, HIPAA, EU-US Privacy Shield & SOC 2 Type compliant data centres. Each facility is equipped with an uninterruptible power supply (UPS) and backup generators, incase of power disruption. ; ; Automated fire detection and suppression systems are installed in networking, mechanical, and infrastructure areas. All AWS data centres are constructed to N+1 redundancy standards. ; ; Our data centre facilities have 24/7 on-site staff, biometric security procedures, and round-the-clock surveillance monitoring maintain protection against unauthorised entry and physical security breaches. They also require background checks for all employees as part of pre-employment screening processes.; ; AWS' Global Security Operation Centres conducts 24/7 monitoring of data centre access activities, with electronic intrusion detection systems installed in the data layer. Systems constantly monitored by Deskpro Security Team.; ; Deskpro offers deployment of cloud accounts onto data centres located in either the US, UK or EU. Customers can choose which region they wish to exclusively host their data in.
• Outage reporting: A public dashboard with email support. http://status.deskpro.com; ; We have established procedures and policies with regards to responding and communicating about security incidents from our Security Team.; ; The level of the security incident, will dictate how we communicate and respond to our customers. If a security incident does occur, you will be kept updated via our Customer Success team. They will be on hand to help and support you through the incident regarding updates.; ; All of our procedures and policies regarding responding to security incidents are evaluated and updated on at least an annual basis.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Admins can configure multiple options for Single-Sign-On (SSO) to the Deskpro platform, including OneLogin, Okta, SAML and JWT authentication. There are different configuration options available for SSO enabling you to customise how it interacts with agents/users. Deskpro allows 2FA to be configured when using SSO for both admins and agents. A variety of apps are supported for Two-Factor-Authentication including Authy, LastPass, Microsoft Authenticators and Google Authenticators. By enabling 2FA on your account, it provides an extra level of security to prevent someone else logging into your account as you. Customisable password policies can be enabled for both agents and users.
• Access restrictions in management interfaces and support channels: Deskpro includes different usergroups to manage access to different functions based on membership. These usergroups enable granular permissions to be set for each individual agent. Ensuring that the correct level of access and accessibility to data within the helpdesk platform is possible, without having to compromise.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 12/03/2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 3/06/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Securitymetrics
• PCI DSS accreditation date: 19/09/2016
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • Cyber Essentials Plus
  • HIPAA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus,; GDPR,; SOC 2 Type II,; HIPAA
• Information security policies and processes: * Access of data is restricted by need and access is logged.; * Authentication to systems that contain sensitive information require 2FA and SSO.; * Policies regarding software and infrastructure security best practices are evaluated and updated on at least an annual basis.; * Regular external security reviews, including penetration testing, vulnerability scanning and certification assessments.; * Physical security policies for data centres include using industry leading providers AWS.; * All staff under-go security training at least annually e.g. against social engineering approaches; * Reporting mechanisms for both users and staff to report security issues.; * Disaster Recovery and Business Continuity Plans are in-place to enable Deskpro to maintain it's service to customers, no matter the scenario.; * Workstations are set-up in accordance with ISO27001 and Cyber Essentials certifications. e.g. encrypted devices, strong passwords, central monitoring system; * Background checks are performed for all staff (including contractors and cleaning crews) and are required to sign Non-Disclosure and Confidentiality agreements. These are up-held post-employment.; ; All of our policies are subject to evaluation and update on at least an annual basis.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Everything is version controlled (both infrastructure definition and software) and time-stamped on deployment, with changes kept for security and auditing purposes.; ; Multiple employees review any change prior to deployment including a security review. Access to hosting servers and live environments are provided on least privilege access, that require multiple levels of security access.; ; All workstations are set-up to ISO27001 and Cyber Essentials Plus Standards.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Potential threats are assessed using standard security practices and security frameworks.; ; Patches to a security issue would be deployed within hours.; ; Potential threats come from monitoring software releases lists, security lists and through our own security bounty programme.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Monitoring and automation of access to systems that flags unusual events. Bounty programme for security researchers to report issues.; ; Any issue found is resolved within hours and reported to customers.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We have established procedures and policies with regards to responding and communicating about security incidents from our Security Team. ; ; Incidents affecting the Deskpro platform are managed via our publicly available status page http://status.deskpro.com. Users report issues via support channels.; ; Deskpro monitors cloud service 24/7 and has a response team on call 24/7 to respond to security incidents. Our hosting providers, AWS, also provide 24/7 global monitoring and support for the multi-location datacentres that are used for Deskpro Cloud. ; ; All of our procedures and policies regarding responding to security incidents are evaluated and updated on at least an annual basis.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Tackling economic inequality

  Deskpro can be utilised to run efficient and affordable support operations.

  Equal opportunity

  Deskpro provides a SaaS tool that can be used by remote teams, and can provide new roles to those remotely across the UK.

  Wellbeing

  Provision of 'customer-facing' portals can enable varying levels of self-service support and automated-workflows.

Pricing

• Price: £29 to £99 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Deskpro offers a 14-day free trial with no limitations during this time, allowing you to test and set up the helpdesk environment in line with your requirements. At the end of the free trial period, this can be converted into a full account ensuring no data loss is experienced.
• Link to free trial: https://www.deskpro.com/start/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@deskpro.com. Tell them what format you need. It will help if you say what assistive technology you use.