What is Deskpro Legacy?
Deskpro legacy is the version you're most likely to be using if you are looking to upgrade to Deskpro Horizon.
For confirmation, please see this article on which version you are using.
What is Deskpro Horizon?
Deskpro Horizon is the latest version of Deskpro, with a complete redesign of the Agent and Admin interface, along with a new method to manage Deskpro On-Premise through the On-Premise Controller
More information on Deskpro Horizon is available here.
What is the On-Premise Controller?
The On-Premise Controller is a new method to deploy and manage Deskpro On-Premise.
More information on the On-Premise Controller is available here.
Why should I upgrade?
Deskpro v5 is now end of life, Support and security updates will end on 30th June 2025
Deskpro Legacy is no longer under active development and will only receive essential security patches for future updates.
If you want the latest features and updates, you must upgrade to Deskpro Horizon.
Due to the changes with how Deskpro On-Premise is deployed via the On-Premise Controller, the preferred method of upgrading to Horizon is via a new deployment, not an in-situ upgrade.
How do I install the On-Premise Controller?
I have access to a hypervisor, and want to use an OVA:
The guides for various hypervisors are available below:
I want to install on a Linux Virtual Machine / Dedicated Server:
The Linux installation guide is available here
I want to install on a Windows:
The Windows installation guide is available here
I want to run Deskpro on my own Public Cloud account:
We have pre-built images available on the following Public Cloud Marketplaces:
Alternatively, you can also use the standard Linux installer on any Public Cloud service.
How do I upgrade my from Deskpro Legacy to Horizon?
You can choose from one of the following methods:
Pros | Cons |
---|---|
✅ Fully automatic - OPC handles everything | ❌ Only available for Linux. |
✅ Does not require any additional disk space | ❌ Requires direct connection from OPC server to v5 server via SSH |
Pros | Cons |
---|---|
✅ Easy to migrate, just copy/paste a link | ❌ Requires a lot of free disk space for the migration file on your v5 server. |
❌ Requires direct access from your OPC server to your v5 server. |
Pros | Cons |
---|---|
✅ Easy to move data, just copy/paste a link | ❌ Requires you to run console commands on your v5 server. |
❌ Requires a lot of free disk space for the migration file on your v5 server. | |
❌ Requires direct access from your OPC server to your v5 server. |
Pros | Cons |
---|---|
✅ Complete control of process | ❌ For advanced users, requires in-depth server knowledge. |
✅ Can be used for 'airgapped' installations |
Windows Dedicated Server In-Situ Upgrade
Pros | Cons |
---|---|
✅ Easy to install. | ❌ Requires Bare-Metal Installation. |
❌ Cannot perform a test migration. |
We have walk through videos that will show you the upgrade process so you can watch along and make sure you're confident with the process, check them out:
Final Steps
Once your helpdesk has been successfully upgraded, please follow these final steps to complete the upgrade.
Can Deskpro upgrade my instance for me?
Deskpro offers a managed upgrade service where our engineers can install and upgrade your existing helpdesk over to Horizon.
To arrange for Deskpro to handle your upgrade, please contact support.
I have further questions
I have an older version of Deskpro (v4 or earlier). Can I upgrade directly to Horizon?
No, you must first upgrade to the upgrade build for v5 (2023.0) and ensure your helpdesk meets the upgrade requirements before moving to Horizon.
To upgrade your v4 or earlier helpdesk, please follow the guides available here
Can I run a test upgrade?
When you attempt to import your helpdesk into the On-Premise Controller, you will have the option to perform a test migration. This will create a locked-down instance which you can use to gauge the time it will take to perform the upgrade, and confirm that there will be no issues when you attempt the full upgrade.
Test upgrades cannot be made Live, and must be removed prior to the upgrade of your live helpdesk.
How long will it take?
The upgrade time depends on the size of the helpdesk you are upgrading. If you have a large helpdesk and are concerned on the time it may take, we recommend performing a test migration.
What VM or Server do I need?
If you are installing on a VM, you will need to use a supported Linux distribution for your operating system. If you are installing on a Physical Server, you can also use Windows in addition to Ubuntu.
Our Cloud and Virtual Machine images use Ubuntu 20.04 LTS
Why can't I use Windows in a VM?
As Deskpro requires Docker which is currently unsupported natively in Windows, our Windows installer installs Hyper-V and installs the Deskpro OVA to provide an operating system which does support Docker. Installing Hyper-V within a virtual machine would cause nested virtualization, which could cause a significant performance hit.
What software do I need to install?
There should be no software pre-installed on your server before installing Deskpro. We recommend installing Deskpro on a clean VM or Server to prevent any conflicts.
Can I use an external MySQL / ElasticSearch server?
Yes, you can select an external MySQL server or ElasticSearch server when you migrate your data. These are configured during the migration and guides are available here:
Can I still use my existing external MySQL / ElasticSearch server?
Deskpro Horizon uses newer versions of MySQL and ElasticSearch to Deskpro v5. You can use your existing MySQL and ElasticSearch servers, but you may need to update them.
Deskpro Horizon supports MySQL 8, and ElasticSearch 6+
How do I maintain the OPC?
Updating the OPC and your instances can be done in one click from the OPC itself. The OPC will automatically install any security patches for internal services.
Will I need to do this again?
No, the OPC allows for much more flexibility for managing your On-Premise helpdesk, and Ubuntu allows updates between distributions. You should not need to perform any other migrations in future.
Why can't I upgrade in place?
As Deskpro Horizon and Deskpro Legacy require different version of the same services, upgrading in place could cause a conflict which could break your existing Deskpro instance before the migration completes. This means that you would not have the ability to test the migration beforehand, and if anything went wrong there would be no option to roll back to your legacy helpdesk.
Do I need to change my DNS?
As your helpdesk's IP address will change when migrating to the OPC, you may need to change your DNS to direct traffic to your new Deskpro server. If you use a service such as a reverse proxy or a CDN, you may need to reconfigure that to the new server's IP address instead.
How do I deal with SSL?
The OPC will automatically generate a Self-Signed Certificate for itself and any instances. This can easily be replaced with your own SSL certificate or you can generate a free LetsEncrypt certificate easily within the OPC.
Will the experience change for my customers?
Deskpro Horizon uses the same user interface as Deskpro Legacy, so most customers will not experience any changes.
I use custom apps and widgets on my v5 helpdesk. Will they also be migrated?
Due to changes in how apps and widgets are displayed in Deskpro Horizon, any custom apps will need to be manually refactored. Our developer guide covers how apps and widgets work in Horizon.
I have additional questions which are not answered above
Our support team is happy to answer any further questions you may have in regards to migrating your helpdesk. Please contact support with any questions you have.
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