The easiest way to get DeskPRO is to use our DeskPRO Cloud hosted service. You can sign up for a free 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. You can migrate from DeskPRO Cloud to On-Premise (or vice versa).
Both options give you a 14-day free trial.
A quick guide to launching your helpdesk
Here's a checklist of the 7 steps you need to get your 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. Personalise your helpdesk
In the admin interface, go to Setup > Settings.
Enter a name for your helpdesk and the details of your website. These will be displayed to users and agents, so they know that this is your official helpdesk.
2. Organize the helpdesk into departments
Departments are the main organizational structure for your helpdesk.
You can use them to represent internal divisions within your company: e.g. Support/Sales/Marketing/Research or North America/Europe/Middle East.
Go to Tickets > Departments and create helpdesk departments to reflect how your company is organized.
For a small helpdesk, you may only need a single department.
3. Set up your agents
Go to Agents.
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 guide to the agent interface.
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 (for example, restrict them to tickets in a certain department), create custom Permission Groups for them and remove them from All Permissions.
d) It's a good idea to talk to your agents and explain you're evaluating DeskPRO so they're ready to try out their new accounts.
4. Decide how users will interact with the helpdesk
There are several channels for users to interact with a DeskPRO helpdesk. Decide which of these you want to set up; you can use one or more than one.
Your helpdesk automatically has an email account where users can submit tickets. It'll be something like firstname.lastname@example.org.
a) Go to 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. For example, you can have a sales@address linked to your Sales department.
c) If you want to use an email address like email@example.com 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 Portal > Portal Editor in the admin interface to customize the portal. Just put your mouse over the part of the portal you want to change.
b) Edit the Welcome section with a message to your users.
c) You may wish to edit the default “Support Center” title, add your logo or company name, change the portal colors, etc.
d) You or your agents should write some Knowledgebase articles – 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 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 Portal > Embed.
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 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 Tickets > Triggers.
6: Extra customization options
a) If you'd like your tickets to store extra data, you can add custom fields at Tickets > Fields and edit the ticket form layout at Tickets > Departments.
b) If you need to integrate DeskPRO with existing software or third-party services, or use single sign-on, make sure to look at the Apps section.
￼7: Launch the helpdesk!
Make sure your agents know they're going to be helping users through DeskPRO and they're happy with the agent interface.
Publicise your new helpdesk to users:
- make sure your website/intranet features the email addresses linked to DeskPRO
- 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 a DeskPRO helpdesk.
This Knowledgebase contains dozens of articles, including how-to guides and troubleshooting help.
Learning more about using DeskPRO as an agent
The Agent Quickstart Guide is a 12-page guide designed to get agents familiar with the helpdesk as quickly as possible. It is automatically emailed to your agents when they get an account on your helpdesk.
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.