Download DeskPRODeskPRO is an advanced helpdesk application with a wide range of features suitable for any company. While it is impossible to go over every feature of DeskPRO here, we will outline some of the major ones for you.
Tickets
The heart of DeskPRO is the way the product lets you efficiently handle correspondence with your customers. Features like quick replies or saved searches cut down on the time it takes to respond and navigate through all issues. Organize tickets with categories, priorities and workflows and use ticket rules to automatically classify newly created tickets.
Email Gateways
DeskPRO flawlessly connects email with your helpdesk. Allow your users to create and respond to tickets right from within their inbox. In fact, you can configure DeskPRO so that your customers never even know there is helpdesk software in the background!
The email gateways also work for your team. They can get notifications of new tickets or new replies and respond immediately without logging in to the web interface. By inputting a secondary email address for their smartphone or PDA, your technicians can even manage tickets while on the road.
Customization
DeskPRO was built to satisfy the needs for almost any use imaginable. One of the most powerful features are custom fields, that allow you to add custom information management to tickets and user profiles. In addition, you can completely change the look of your helpdesk by using the CSS editor or by changing the actual HTML markup behind the pages. All end-user pages and emails are generated with template files that you can edit.
Reports
Reporting is an important part of any business. You need to see what's going on, and the only efficient way to do that is visually with graphs or tables. DeskPRO includes all types of reports including bar charts that show off trends over time, or pie charts to show off totals. If none of the built-in reports are enough, you can create your own custom reports based upon almost any variable.
Self-Help
DeskPRO offers a number of tools that allow your team to build collections of self-help resources. Help your customers by giving them the ability to help themselves. Cut down on the number of tickets submitted by creating knowledgebase articles or troubleshooters.
Enable the automatic recommendation features and DeskPRO will intercept new tickets and recommend similar articles, possibly solving problems before any of your staff even reads a ticket.
Users
DeskPRO has many features to help manage the end-user accounts on your helpdesk. Use usergroups and permissions to fine-tune access to resources or create ticket rules. Create companies to arrange users that belong to the same organization, and company roles to distinguish between them.
Already have an existing userbase? Not a problem. DeskPRO was built to interact with other systems, seamlessly pulling in login credentials from almost any database.
Settings
DeskPRO has many switches and settings you can play around with to create the perfect helpdesk. For example, there are a number of ways to handle user registration. Anything from completely automated signups with no forms to fill out, to forcing the user to fill out forms. It all depends on how you want your helpdesk to work, and many combinations are possible.
Teamwork
The teamwork tools within DeskPRO allows your team to communicate with each other to create a streamlined and efficient workflow. Use the forum for open discussions that everyone can participate in, private messages for one-on-one communication, and the calendar to share tasks.