How do I get started?
The easiest way to get started is to use our DeskPRO Cloud hosted service. You can sign up for a free DeskPRO Cloud helpdesk trial in 30 seconds to try out DeskPRO (no credit card required)
You can also install DeskPRO On-Premise on your own server. It is also possible to migrate from DeskPRO Cloud to On-Premise (or vice versa) should you wish.
Both options give you a 14-day free trial.
How do I launch my DeskPRO Helpdesk?
Here's a checklist of the 7 steps you need to get your DeskPRO Helpdesk ready to use. You can do it in under an hour.
Carry out all these steps from the Admin Interface (e.g. at http://yourcompany.deskpro.com/admin). (When you sign up for DeskPRO Cloud, a personalized version of this guide is emailed to you, with links to the relevant parts of your Admin Interface.)
1. Personalize your DeskPRO Helpdesk
In the Admin Interface, go to Admin > Setup > Settings.
Enter a name for your Helpdesk and the details of your website. These will be displayed to both Users and Agents.
2. Organize and Customize Departments
Departments are the main organizational structure for your DeskPRO Helpdesk.
You can use them to represent internal divisions within your business: e.g. Support/Sales/Marketing/Research or North America/Europe/Middle East.
Go to Admin > Tickets > Departments and create Departments to reflect how your business is organized.
You may only need a single department or you may need several!
3. Set up your Agents
Go to Admin > Agents > Agents > Add or Bulk Add
a) Create an account for everyone who will be an Agent. Use their personal email addresses, e.g. susan.smith@, not info@.
b) Agents get an Email notifying them about the new account, including a PDF version of the Agent Quickstart Guide.
c) By default, each Agent will be a member of the All Permissions group, with no limitations. If you want to control what agents can do in more detail (e.g. restrict them to Tickets in a certain Department), you can create custom Permission Groups for them, but remember to remove them from All Permissions.
d) We recommend explaining to your Agents that you're evaluating DeskPRO so they're ready to try out their new accounts.
4. Decide how Users will interact with your DeskPRO Helpdesk
There are several channels for Users to interact with your DeskPRO Helpdesk. Decide which of these you want to set up; you can use one or more than one:
Your DeskPRO Helpdesk automatically has an Email Account where Users can submit Tickets. It'll be similar to: email@example.com.
a) Go to Admin > Tickets > Email Accounts to see the details. You can change the contact@ part of the address, and add more accounts.
b) Each Email Account is linked to a Department. All the Tickets created from Emails to an Account will be assigned to the linked Department: e.g. You can have a sales@address linked to your Sales Department.
c) If you want to use an Email Address like firstname.lastname@example.org instead of the default deskpro.com addresses, check Use a custom email address and enter the address you want, then follow the instructions to redirect email to the default address.
d) Send a test Email (from an Email Address that's not linked to an Agent account), then go to the Agent Interface to see the Ticket.
Your Web Portal is at http://yourhelpdesk.deskpro.com.
a) Go to Admin > User Interface > Portal to customize the Portal. Just select which parts of the Portal you want to change in the pane on the left-hand side.
b) Edit the "Welcome Message" section with a message to your Users.
c) You may wish to add your logo or company name, change the Portal colors, etc.
d) You or your Agents can write some Knowledgebase articles to get started – these are created and managed in the 'Publish' App within the Agent Interface. A good Knowledgebase article answers a frequently-asked User question, or explains how to resolve a problem.
e) If you want the Portal to appear at a custom web address like http://support.yourcompany.com, go to Admin > User interface > Setup > Domain/URL setup. You'll need to be able to edit the DNS records for your domain.
You can enable Users to submit Tickets from a form on your website, or access Portal functions from a Feedback and Support widget. You can also embed the real-time Chat system into your site.
a) View the embeds under Admin > User Interface > Portal > Site Widget&Chat/Ticket Form Widget
5: Edit Triggers to set automatic actions
Triggers perform automatic actions in response to Ticket events. Actions can include: sending auto- reply emails; changing the properties of the ticket; or almost anything an agent can do manually.
There are built-in Triggers for the basic DeskPRO Helpdesk functions. Two important types are:
Email Account Triggers: these run when a Ticket is created via an Email Account; these Triggers are responsible for linking Email Accounts to Departments e.g. assigning Tickets from your sales@ account to the Sales Department.
Department Triggers: these run when a Ticket is created by any means except email (your Portal, embeds or forms in your website, etc.); these Triggers link Tickets submitted via the web interface to Email Accounts e.g. setting it so that a ticket submitted to the Support Department from your Portal has related emails sent to and from your support@ account.
You can add your own Custom Triggers to automate your support process, enforce rules, etc.
Triggers can run in response to a New Ticket, a New Reply or a Ticket Update (when a Ticket's properties change). With a Custom Trigger you can specify extra criteria that must be met before it runs.
You can edit the built-in Triggers or add your own at Admin > Tickets > New Ticket Triggers/New Reply Triggers/Ticket Update Triggers
6: Extra customization options
a) If you'd like your Tickets to store extra data, you can add Custom Fields at Admin > Tickets > Fields and edit the Ticket Form layout at Admin > Tickets > Departments > Layout.
b) If you need to integrate your DeskPRO Heldpesk with existing software or third-party services, or use single sign-on, make sure to look at the Apps section.
￼7: Launch your DeskPRO Helpdesk!
Make sure your Agents know they're going to be helping Users through DeskPRO and they're happy with the Agent Interface.
Publicize your new User Portal:
- make sure your website/intranet features the Email Addresses linked to your DeskPRO Helpdesk
- link to the Portal if you're using it
- announce the new system in your newsletters or social media accounts
- make sure any embeds are live on your site and Users can find them
More resources for administrators
The Admin Manual is a detailed guide to setting up, configuring and administering your DeskPRO Helpdesk.
Learning more about using DeskPRO as an agent
The Agent Quickstart Guide is a 12-page Guide designed to get Agents familiar with the DeskPRO Helpdesk as quickly as possible. It is automatically emailed to your Agents when they get an account.
The Agent Manual is a comprehensive Guide to using DeskPRO as an Agent. It is recommended both as a reference for Agents who want to use DeskPRO's advanced productivity features, and for Admins who want to gain a full understanding of the DeskPRO platform.