DESKPRO LTD

Deskpro customer support helpdesk software

Deskpro is multi channel helpdesk software for managing customer and citizen requests via email, forms, chat, social and voice. It is already in use by some of the largest UK Government departments and can help your team provide excellent service while saving time and money.

Features

• Email ticketing. Manage conversations between users and staff (agents)
• Knowledgebase & Manuals. Publish a full set of self-help articles.
• Live Chat. Provide 1-1 chat sessions with users.
• Voice. Talk to customers with no hardware needed.
• News. Publish a blog like set of news content.
• ITIL. IT service desk features (e.g. Incidents and Problems).
• Mobile Applications. iOS and Android apps are provided free.
• Reporting System. Full and detailed reporting system to analyse performance.
• CRM. Manage users and organisations.
• Social Media. Facebook, Twitter, Whatsapp, Instagram and Wechat

Benefits

• Keep track of tickets so they don't get lost
• Organise email into structured issues with tickets
• Provide support/service on the go via mobile apps
• Create processes using escalations and triggers for delivering support
• Collect customer or employee feedback to improve service
• Lower cost, self help enables customers to answer their questions
• Live Chat provides instant answers and creates happy customers
• SLAs enforce service response times
• Snippets save staff time with canned responses
• Agent satisfaction and efficiency improved via automation of repetitive tasks

£24 to £79 a person 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 13

Service ID

948256336646174

Contact

Christopher Padfield
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: Tickets are responded to within 1-3 hours.; Business critical issues are treated as high priority.; Weekend support at additional cost.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• 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 provides 3 different service levels, depending on the plan purchased. ; Deskpro team includes email and chat support, Monday-Friday 9 - 6pm. ; Deskpro Professional includes access to an account manager and 24/5 premium support available over Email, Chat and Phone. ; Deskpro Enterprise includes 24/7 email, live chat and phone support, with a dedicated account manager running onboarding and quarterly health checks.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have an extensive set of Guides to help all users of Deskpro (https://support.deskpro.com/guides). They cover how to set-up environments for Admins, walk-through guides for Agents and extensive help with customising the Reports in Deskpro. We also have a comprehensive Knowledgebase that is full of FAQs and quick tips to get the most out of Deskpro.; ; We offer free 30 minute personalised demos of Deskpro. These online webinars allow you and your team to be taken through the whole product by one of our experts and have any questions answered there and then.; ; You can register for a 14 day free trial, that allows access to the whole product with no limitations. During your evaluation of Deskpro, our support team are available to help answer any of your questions and guide you through your set-up.; ; On-boarding professional services are possible, including onsite training, online training and webinars.
• 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 in .csv, JSON formats or via the API.
• End-of-contract process: At the end of the contract, you can request your data. There is no cost for this. Outside of the contract, you will not be able to access your helpdesk.

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 can be accessed on mobile via native iOS and Android apps. The mobile applications are fundamentally different and designed to perform the actions that a user would "on the go". ; ; They provide agents and admins with core-ticketing and CRM functionality and are an addition to the desktop version, rather than replacing it. ; ; Accessing Deskpro on a desktop browser, allows you to access the complete feature-set.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: N/A
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Anything that can be done in the interface can be done via the API.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: There are hundreds of settings/options to customise the product.

Scaling

• Independence of resources: Deskpro is built on a scalable service that responds to demand across the platform to increase compute resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Deskpro includes pre-built dashboards as well as a fully in-depth reporting system which can generate thousands of different metrics e.g. number of tickets created grouped by hundred of variables, response times, ticket closure times, agent activity logs etc.; ; Customisable dashboards allow admins to view data at a glance, with a variety of different graphs and stats to provide KPIs that can also be viewed on TV screens.; ; Support creating customised reports is included as standard.
• 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 every 6 months
• 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: We guarantee a 99.9% up-time of Deskpro, with pro-rata refund. We make commercially reasonable efforts to ensure that Deskpro is available 24/7.
• 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
  • 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: QMS UK
• 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

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
• 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 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

• Fighting climate change:

  Fighting climate change

  Company & Software; - We minimise the environmental impact of our operations by choosing a renewable electricity provider, Bulb.; - Our Cloud hosting providers, AWS, aim to be run 100% renewable energy by 2025. Currently, the servers are 3.6x more energy efficient than median data centres.; - Deskpro works with global companies, but communication, meetings and demos are delivered online, as opposed to any global travel.; - Deskpro employees are given remote-working options, reducing daily commutes for employees and their overall carbon-footprint.; ; Office; - We promote and practice recycling across the whole office.; - Employees are encouraged to cycle or walk to work; we offer a cycle to work scheme, secure cycle storage and are showers available on-site.; - Our office location was specifically selected due to its wide variety of public transport options, tube, train, tram, bus, to reduce car travel.; - For those that do drive Electric Vehicle charging is available.; - Air-Source-Heat-Pump part of sustainable management of office environment and temperature management.; - Vegetarian and vegan meals are available.; - No plastic cups or single-use plastic used in the office’s fully stocked kitchen, i.e. any drinking or eating vessels and utensils are re-useable.; - Use of an online and secure contract management system (DocuSign), to save paper and environmental costs of sending invoices and contracts.; - We have implemented the use of rechargeable batteries and LED light bulbs throughout the office.; - We responsibly dispose of and recycle any equipment that is no longer fit for purpose.; ; https://www.deskpro.com/environmental-considerations
• Covid-19 recovery:

  Covid-19 recovery

  Deskpro's helpdesk software provides organisations and businesses with a host of support tools that help improve individual & team productivity. ; ; Deskpro was selected as the only Helpdesk Software (Customer Support Software) in the UK governments Help to Grow: Digital scheme, that aims to give SMEs across the UK the tools they need to grow, and help the economic post-covid recovery with up to 50% off software.; ; https://www.deskpro.com/help-to-grow

Pricing

• Price: £24 to £79 a person a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: You can register for a 14 day free trial of Deskpro. Everything is included in the trial with no limitations during this time, allowing you to test and set-up the environment. The account can be converted into a full-account with no data loss at the end of a successful trial.
• 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.