DeskPRO -

Efficient management

DeskPRO offers a number of ways to effortlessly manage incoming tickets. Even a helpdesk that gets hundreds of tickets a day can remain manageable.

• Use quick replies to respond to common inquiries quickly. Write a response once, and thereafter you can use the same response with just a single click.
• Keep private notes with ticket notes that are hidden from your customers. This feature is also a great way to communicate with other technicians about a specific ticket.
• Use automatic escalations to perform actions when a certain timeframe has passed. For example, when a ticket has been open for 2 days you might automatically increase the priority to "high".
• Every ticket can have multiple participants. Multiple technicians and multiple users are possible.
• Never wonder who-did-what to a ticket. Every action is logged and the log can be browsed by technicians who have permission.
• Information at your fingertips: the ticket view page is built with efficiency in mind. Any information about the ticket or user is available with one or two clicks, and actions or edits can be performed just as quickly.

Efficient workflow

Finding tickets and knowing when tickets need your attention is an important aspect of a successful helpdesk.

• DeskPRO includes a advanced searching utilities to help you find what you need. You can search using any criteria available from simple queries like "all open tickets" down to very specific queries including criteria for categories and submission-times.
• When you find yourself performing the same search over and over again, save the search criteria so you can re-run it in just a single click.
• Extensive and customizable email notifications means you're always kept informed. You can choose to be notified when a new ticket comes in, when you're assigned a ticket, when someone replies to a ticket -- and more. You can even fine-tune your notifications down to specific categories, priorities or languages.
• Set ticket reminders to have DeskPRO email you automatically on a certain date. Perfect for those times where you want to follow-up on a pre-sales inquiry!