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; Chat, 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 and ITSM ServiceDesk features including Problem and Case Management.
• 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 self-serve, automate triage 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

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• 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 15

Service ID

816617132494094

Contact

Deskpro Sales
020 3582 1980
sales@deskpro.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • A browser
  • Internet connection

User support

• Email or online ticketing support: Yes
• 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 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Screen reading applications
• Onsite support: Yes, at extra cost
• Support levels: Deskpro's in-house support team have a full UK team, including a team based in our London headquarters. Our support team 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
• AI chatbot: 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.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• 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 2.2 A
• 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 2.2 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
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

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 protects data within its network through layered controls, continuous monitoring, and secure engineering practices. Production systems are hosted in AWS and use cloud-native security features, including hardened segmentation and tightly scoped security groups.; ; Network traffic is protected by GuardDuty, Shield, and Cloudflare, providing DDoS mitigation and anomaly detection. System activity is centrally logged with logs protected from modification and reviewed for suspicious behaviour.; ; Passwords are hashed using industry-standard salted hashing. Access to production systems is restricted through RBAC, enforced MFA, least-privilege controls, and all infrastructure or code changes follow formal review, testing, and approval.

Availability and resilience

• Guaranteed availability: Deskpro maintains a high level of availability on the cloud platform, averaging over 99.9% excluding scheduled downtime and maintenance. We offer pro-rata refunds for non-scheduled downtime periods that impact operations and fail the SLA.; ; 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:
  • Multi-Factor Authentication (MFA)
  • 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 permission groups to manage access to functionality and data based on an individual users assigned permissions. ; ; These permission sets enable granular permissions capability for each individual agent allowing full control over the data and functionality that any individual can access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC 2 Type II,; ISO27001,; Cyber Essentials; Cyber Essentials Plus,; GDPR,; HIPAA
• Information security policies and processes: - Information Security Policy Suite; - Dedicated Information Security team; - Annual Internal/External Audit Program; - Segregation of Duties; - Security in change control and project management; - Physical Security Program; - Information/Data handling procedures; - Access control program; - Supplier Assurance Program; - Incident Response and Security incident response program; - Reporting mechanisms for both users and staff to report security issues.; - Information Security risk program; - Background checks and other relevant screening are performed for all staff; - All employees require mandatory security training anually; - Workstations are set-up in accordance with ISO27001 and Cyber Essentials certifications. e.g. encrypted devices, strong passwords, central monitoring system; - Regular external security reviews, including penetration testing, vulnerability scanning and certification assessments.; - Authentication to systems that contain sensitive information require 2FA and SSO.; - Secure Development Procedures; - Establised BCDR plan; - Vulnerability Managment Program
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Deskpro’s vulnerability management process combines continuous monitoring, external intelligence, and rapid remediation. Potential threats are assessed through automated scanning of infrastructure and code repositories, external penetration testing, container and dependency scanning, and alerts from AWS Security Hub, GuardDuty, and our third-party security providers. We also operate a responsible disclosure program where we allow researchers the opportunity to submit vulnerabilities to Deskpro. All vulnerabilities are treated inline with internal SLAs
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Deskpro uses continuous monitoring to detect potential compromises across its infrastructure, including alerts from AWS Security Hub, GuardDuty, CloudTrail, Inspector, and third-party security tools. ; ; Suspicious activity such as anomalous logins, privilege escalations, network anomalies, or unexpected configuration changes triggers alerts routed to relevant team.; ; Alerts triaged promptly, investigated using logs, threat intelligence, and forensic tools, and escalated according to severity.; ; All incidents follow our formal incident response process, including root-cause analysis, documentation, and corrective actions to prevent recurrence.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Deskpro maintains documented, predefined incident-management procedures for common security and service events, including detection, triage, containment, remediation, communication, and post-incident review. Users can report incidents through our support channels, and platform-wide issues are communicated via our public status page at status.deskpro.com.; ; Incidents are monitored and handled 24/7 by our on-call response team, with additional resilience provided by AWS’s continuous monitoring of its global data centres. When incidents impacting customers occur, Deskpro provides clear and timely incident reports outlining impact, actions taken, and next steps. All procedures are reviewed and updated at least annually to ensure ongoing effectiveness.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• 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/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 15%
• Between £500,001 and £1,000,000: 25%
• Between £1,000,001 and £2,500,000: 35%
• Between £2,500,001 and £5,000,000: 45%
• Over £5,000,001: 55%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 9 July 2025
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Aa3e02f1-f597-4fce-bafe-b8ff4a4942fd
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 397bd8c3-e4e3-4663-b516-f85b0340cb28
• Other security certifications: Yes
• Any other security certifications: SOC2 Type 2

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• 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.