DESKPRO LTD

Deskpro customer support helpdesk software

Deskpro is multi channel helpdesk software for managing customer and citizen requests via email, forms, chat, social and voice. It is already in use by some of the largest UK Government departments and can help your team provide excellent service while saving time and money.

Features

  • Email ticketing. Manage conversations between users and staff (agents)
  • Knowledgebase & Manuals. Publish a full set of self-help articles.
  • Live Chat. Provide 1-1 chat sessions with users.
  • Voice. Talk to customers with no hardware needed.
  • News. Publish a blog like set of news content.
  • ITIL. IT service desk features (e.g. Incidents and Problems).
  • Mobile Applications. iOS and Android apps are provided free.
  • Reporting System. Full and detailed reporting system to analyse performance.
  • CRM. Manage users and organisations.
  • Social Media. Facebook, Twitter, Whatsapp, Instagram and Wechat

Benefits

  • Keep track of tickets so they don't get lost
  • Organise email into structured issues with tickets
  • Provide support/service on the go via mobile apps
  • Create processes using escalations and triggers for delivering support
  • Collect customer or employee feedback to improve service
  • Lower cost, self help enables customers to answer their questions
  • Live Chat provides instant answers and creates happy customers
  • SLAs enforce service response times
  • Snippets save staff time with canned responses
  • Agent satisfaction and efficiency improved via automation of repetitive tasks

Pricing

£30 per person per month

Service documents

G-Cloud 11

702469210425694

DESKPRO LTD

Christopher Padfield

020 3582 1980

christopher.padfield@deskpro.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Deskpro is provided as hosted (cloud) as well as being available for deployment as self-hosted (on-premise) solution.
System requirements
  • A browser
  • High speed internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Tickets are responded to within 1-3 hours.
Business critical issues are treated as high priority.
Weekend support at additional cost.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing Using screen readers.
Onsite support Yes, at extra cost
Support levels Standard support is included with the Standard plan. This covers email and live chat support, Monday to Friday 9 - 6pm, with response times 1 - 3 hours.

Premium support is available as an add-on. This includes 24/7 email, live chat and phone support, a dedicated account manager and a 1 hour SLA, sandbox environment, email compliance archive and monthly data exports.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We have an extensive set of Guides to help all users of Deskpro (https://support.deskpro.com/guides). They cover how to set-up environments for Admins, walk-through guides for Agents and extensive help with customising the Reports in Deskpro. We also have a comprehensive Knowledgebase that is full of FAQs and quick tips to get the most out of Deskpro.

We offer free 30 minute personalised demos of Deskpro. These online webinars allow you and your team to be taken through the whole product by one of our experts and have any questions answered there and then.

You can register for a 14 day free trial, that allows access to the whole product with no limitations. During your evaluation of Deskpro, our support team are available to help answer any of your questions and guide you through your set-up.

On-boarding professional services are possible, including onsite training, online training and webinars.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Can use the API to extract data.
We can provide you with an exported database in .csv, JSON formats or via the API.
End-of-contract process At the end of the contract, you can request your data. There is no cost for this. Outside of the contract, you will not be able to access your helpdesk.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Deskpro can be accessed on mobile via native iOS and Android apps. The mobile applications are fundamentally different and designed to perform the actions that a user would "on the go".

They provide agents and admins with core-ticketing and CRM functionality and are an addition to the desktop version, rather than replacing it.

Accessing Deskpro on a desktop browser, allows you to access the complete feature-set.
Accessibility standards WCAG 2.1 A
Accessibility testing N/A
API Yes
What users can and can't do using the API Anything that can be done in the interface can be done via the API.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment No
Customisation available Yes
Description of customisation There are hundreds of settings/options to customise the product.

Scaling

Scaling
Independence of resources Deskpro is built on a scalable service that responds to demand across the platform to increase compute resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types Deskpro includes pre-built dashboards as well as a fully in-depth reporting system which can generate thousands of different metrics e.g. number of tickets created grouped by hundred of variables, response times, ticket closure times, agent activity logs etc.

Customisable dashboards allow admins to view data at a glance, with a variety of different graphs and stats to provide KPIs that can also be viewed on TV screens.

Support creating customised reports is included as standard.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Using the API or requesting a database export.
Data export formats
  • CSV
  • Other
Other data export formats JSON
Data import formats
  • CSV
  • Other
Other data import formats JSON

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Deskpro system audit logs are always maintained and checked for anomalies, and we use contracted third-party DDoS providers to protect from distributed attacks. Including both AWS Shield Guards and CloudFlare.
Deskpro has been built to mitigate common attack vectors; such as SQL injection attacks and cross-site scripting attacks (XSS). We hash passwords with a salt, because hashing passwords is more secure than encrypting them. We don’t maintain access to original passwords, so even in the unlikely event of a database compromise - all passwords would remain secure.

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee a 99.9% up-time of Deskpro, with pro-rata refund. We make commercially reasonable efforts to ensure that Deskpro is available 24/7.
Approach to resilience Our cloud service data-centre provider (AWS) operate state-of-the-art, ISO 2700, PCI DSS Level 1, HIPAA, EU-US Privacy Shield & SOC 2 Type compliant data centres. Each facility is equipped with an uninterruptible power supply (UPS) and backup generators, incase of power disruption.

Automated fire detection and suppression systems are installed in networking, mechanical, and infrastructure areas. All AWS data centres are constructed to N+1 redundancy standards.

Our data centre facilities have 24/7 on-site staff, biometric security procedures, and round-the-clock surveillance monitoring maintain protection against unauthorised entry and physical security breaches. They also require background checks for all employees as part of pre-employment screening processes.

AWS' Global Security Operation Centres conducts 24/7 monitoring of data centre access activities, with electronic intrusion detection systems installed in the data layer. Systems constantly monitored by Deskpro Security Team.

Deskpro offers deployment of cloud accounts onto data centres located in either the US, UK or EU. Customers can choose which region they wish to exclusively host their data in.
Outage reporting A public dashboard with email support. http://status.deskpro.com

We have established procedures and policies with regards to responding and communicating about security incidents from our Security Team.

The level of the security incident, will dictate how we communicate and respond to our customers. If a security incident does occur, you will be kept updated via our Customer Success team. They will be on hand to help and support you through the incident regarding updates.

All of our procedures and policies regarding responding to security incidents are evaluated and updated on at least an annual basis.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication Admins can configure multiple options for Single-Sign-On (SSO) to the Deskpro platform, including OneLogin, Okta, SAML and JWT authentication. There are different configuration options available for SSO enabling you to customise how it interacts with agents/users. Deskpro allows 2FA to be configured when using SSO for both admins and agents. A variety of apps are supported for Two-Factor-Authentication including Authy, LastPass, Microsoft Authenticators and Google Authenticators. By enabling 2FA on your account, it provides an extra level of security to prevent someone else logging into your account as you. Customisable password policies can be enabled for both agents and users.
Access restrictions in management interfaces and support channels Deskpro includes different usergroups to manage access to different functions based on membership. These usergroups enable granular permissions to be set for each individual agent. Ensuring that the correct level of access and accessibility to data within the helpdesk platform is possible, without having to compromise.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS UK
ISO/IEC 27001 accreditation date 12/03/2019
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Securitymetrics
PCI DSS accreditation date 19/09/2016
What the PCI DSS doesn’t cover N/A
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Essentials
Information security policies and processes * Access of data is restricted by need and access is logged.
* Authentication to systems that contain sensitive information require 2FA and SSO.
* Policies regarding software and infrastructure security best practices are evaluated and updated on at least an annual basis.
* Regular external security reviews, including penetration testing, vulnerability scanning and certification assessments.
* Physical security policies for data centres include using industry leading providers AWS.
* All staff under-go security training at least annually e.g. against social engineering approaches
* Reporting mechanisms for both users and staff to report security issues.
* Disaster Recovery and Business Continuity Plans are in-place to enable Deskpro to maintain it's service to customers, no matter the scenario.
* Workstations are set-up in accordance with ISO27001 and Cyber Essentials certifications. e.g. encrypted devices, strong passwords, central monitoring system
* Background checks are performed for all staff (including contractors and cleaning crews) and are required to sign Non-Disclosure and Confidentiality agreements. These are up-held post-employment.

All of our policies are subject to evaluation and update on at least an annual basis.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Everything is version controlled (both infrastructure definition and software) and time-stamped on deployment, with changes kept for security and auditing purposes.

Multiple employees review any change prior to deployment including a security review. Access to hosting servers and live environments are provided on least privilege access, that require multiple levels of security access.

All workstations are set-up to ISO27001 and Cyber Essentials Standards.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Potential threats are assessed using standard security practices and security frameworks.

Patches to a security issue would be deployed within hours.

Potential threats come from monitoring software releases lists, security lists and through our own security bounty programme.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Monitoring and automation of access to systems that flags unusual events. Bounty programme for security researchers to report issues.

Any issue found is resolved within hours and reported to customers.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach We have established procedures and policies with regards to responding and communicating about security incidents from our Security Team.

Incidents affecting the Deskpro platform are managed via our publicly available status page http://status.deskpro.com. Users report issues via support channels.

Deskpro monitors cloud service 24/7 and has a response team on call 24/7 to respond to security incidents. Our hosting providers, AWS, also provide 24/7 global monitoring and support for the multi-location datacentres that are used for Deskpro Cloud.

All of our procedures and policies regarding responding to security incidents are evaluated and updated on at least an annual basis.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £30 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial You can register for a 14 day free trial of Deskpro. Everything is included in the trial with no limitations during this time, allowing you to test and set-up the environment. The account can be converted into a full-account with no data loss at the end of a successful trial.
Link to free trial https://www.deskpro.com/start/

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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