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