Ticketing System
DeskPro
Introduction:
- Deskpro is a comprehensive helpdesk and customer support software designed to empower businesses and organisations.
- Centralised platform that enables companies to deliver exceptional customer service, enhance stakeholder satisfaction, and streamline their support operations.
- Track, prioritise, and respond to customer tickets and inquiries.
- The software's intuitive interface and robust functionalities cater to the diverse needs of businesses across industries.
Features:
- Offers a self-service knowledge base and FAQs
- Support agents can organise and prioritise tickets using customizable queues.
- Customise ticket forms with specific fields and categories.
- Enables businesses to set and monitor Service Level Agreements (SLAs).
- Provide customer support in multiple languages.
- Create and use predefined responses.
Benefits for non-profit organisations:
- Allows NPOs to engage with their community across various communication channels.
- NPOs can create a self-service portal with FAQs and articles.
- Consistent and reliable support fosters long-term relationships with stakeholders.
- NPOs can use Deskpro to manage volunteer inquiries, feedback, and experiences.
- NPOs can use Deskpro's analytics to identify trends, pain points, and opportunities
- Collaboration tools extend to external partners, enabling NPOs to coordinate support efforts with partner organisations.
Pricing:
Supported Database:
- MySQL
- PostgreSQL
- SQLite
- MsSQL
- Oracle
- Any system that supports ODBC.
Graphical Representation:
Figure 1.1: Ticketing system with different spaces for personnel and team management
Figure 1.2: Visualised data of the ticketing system w.r.t. team, department, and source
Figure 1.3: Help Center dashboard for generating reports
Figure 1.4: Kanban presentation of the schedule planned and worked on
Limitations:
- Automation Complexity
- Limited Knowledge Base Features
- Email Integration Challenges
- Lack of Multilingual Support
- Data Migration Challenges
- Limited Social Media Integration
- Reporting Customization Challenges