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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:

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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
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