Deskpro

A help desk and ticketing platform that centralizes support conversations from email, forms, voice, live chat, SMS, WhatsApp, Slack and social channels into one inbox with routing, automation, SLA tracking and reporting. It is for customer support, IT, HR and operations teams in B2B organizations across sectors such as government, healthcare, education, fintech and travel. It is delivered as cloud or self-hosted software with AI assistance designed to make agents faster.

Key features

• Omnichannel inbox for email and chat
• Smart ticket routing and assignment
• SLA tracking and escalation triggers
• Email automation and macros
• Custom forms and approvals
• Voice and live chat support
• Slack and Microsoft Teams integration
• WhatsApp and SMS messaging
• Reporting and customer satisfaction tracking
• Built-in CRM with user verification
• Workspace switching for multiple help desks
• Mobile apps for agents