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

Framework

G-Cloud 11

Service ID

7 0 2 4 6 9 2 1 0 4 2 5 6 9 4

Contact

DESKPRO LTD

Christopher Padfield

020 3582 1980

christopher.padfield@deskpro.com

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

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

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

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.
Service interface
Yes
Description of service interface
N/A
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

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

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

Supplier type
Not a reseller

Staff security

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

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 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 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

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

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

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

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

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

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

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

Connection to public sector networks
No

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

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