Sold by: DeskproÂ
Deployed on AWS
Deskpro is a secure, flexible, AI-powered help desk platform that works for any team, enabling organizations to deliver exceptional support experiences and drive operational efficiency. The comprehensive solution is designed to adapt to your unique workflows, scale with your growth, and can be deployed anywhere.
Overview
Deskpro self-hosted, secure AI-powered help desk platform empowers your team to provide seamless omnichannel support, connecting with customers on their preferred channels-email, chat, social media, phone-all within a unified interface. Now, picture resolving issues faster than ever before, thanks to AI-powered automation that intelligently routes tickets, categorizes inquiries, and empowers agents with generative AI tools. Deskpro also enables you to create a robust self-service knowledge base, empowering customers to find answers independently and reducing your ticket volume. Gain actionable insights with comprehensive reporting and analytics, allowing you to track key metrics, identify trends, and continuously optimize your support operations. And with seamless integration capabilities, Deskpro connects effortlessly with your existing CRM, project management, and communication platforms, creating a truly unified workflow.
Highlights
- Deskpro offers flexible, powerful self-hosted deployment that simplifies help desk management with intuitive automation and full control over your infrastructure, whether deployed on your servers, in private cloud or behind the strict firewalls, without compromising on performance or security.
- Deskpro's AI capabilities go beyond the basics, offering the flexibility to connect your own AI models for truly customized automation and secure, intelligent support experiences.
- Seamlessly manage customer interactions across all channels-email, chat, phone, social media-within a single, unified platform, ensuring consistent and personalized support.
Details
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Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Ubuntu 22.04
Deployed on AWS
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing and entitlements for this product are managed through an external billing relationship between you and the vendor. You activate the product by supplying a license purchased outside of AWS Marketplace, while AWS provides the infrastructure required to launch the product. AWS Subscriptions have no end date and may be canceled any time. However, the cancellation won't affect the status of the external license.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Vendor refund policy
no refunds
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
64-bit (x86) Amazon Machine Image (AMI)
Amazon Machine Image (AMI)
An AMI is a virtual image that provides the information required to launch an instance. Amazon EC2 (Elastic Compute Cloud) instances are virtual servers on which you can run your applications and workloads, offering varying combinations of CPU, memory, storage, and networking resources. You can launch as many instances from as many different AMIs as you need.
Version release notes
On-Premise Controller Release 2.23.2
Visit https://support.deskpro.com/en-US/news for release notes.
Additional details
Usage instructions
System requirements
A minimum of 2 CPUs with 4 GB RAM is required. 4 CPUs with 8 GB RAM is recommended.
Accessing the web UI
After the VM has been created, you will have 30 minutes to access the login page and set a master password which you can then use going forwards to access the OPC. You can access this page by visiting your server at: https://your_vm_public_ipv4
Please note that the SSL certificate warnings are expected as the OPC installs a self-signed certificate during setup to allow access via HTTPS.
Once you have registered your master password, you will then be logged into the OPC where you can follow the instructions to create your new helpdesk.
If for any reason you are unable to access the login page within the 30 minute window from installation, you will need to log in to the server in order to access the management interface.
Login with: ssh deskpro_admin@your_vm_public_ipv4
From there you can run the following command to create a new session: opc session
Open the link in your browser and follow the instructions to create your new helpdesk.
Additional help
Not all functionality is available via the web UI. Visit https://support.deskpro.com/en/guides/opc for more information and usage instructions for both the web UI and opc command line utility.
Visit https://support.deskpro.com/en/guides/admin-guide and https://support.deskpro.com/en/guides/agent-guide-1 for guides on using Deskpro helpdesk instances as an admin and agent user respectively.
Resources
Vendor resources
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Deskpro is an AI-powered help desk that adapts to how your teams work, with the flexibility to choose where your data lives and how it's hosted. Whether helping customers or supporting your own people, it gives every department the tools to provide better, faster service while keeping data secure and compliant.
Customer reviews
0 ratings
0 AWS reviews
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71 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Computer Networking
Great web-app experience but mobile app needs work
Reviewed on Feb 26, 2025
Review provided by G2
What do you like best about the product?
The most impressive and useful thing about deskpro compared to other solutions I've used is how quickly and accurately you can search the contents of old tickets.
Being able to use snippets speeds up the workflow significantly.
Using the web app is easy and fast, everything works as expected.
Using it as a customer for other areas of the business is quick and easy, forms ensure the teams get all relevant information the first time which ensures a fast response.
Being able to use snippets speeds up the workflow significantly.
Using the web app is easy and fast, everything works as expected.
Using it as a customer for other areas of the business is quick and easy, forms ensure the teams get all relevant information the first time which ensures a fast response.
What do you dislike about the product?
There are occasional crashes on the web-app
The android mobile app needs a lot of work:
- Signs out at random, needing to input the full Deskpro URL each time you log back in
- Tickets often don't open when selecting them on Android (this is the biggest issue, usually rebooting the app helps)
- Writing a note hides the rest of the ticket, it would be useful if the rest of the ticket was scrollable while typing a note.
Because of the above I usually end up taking ticket notes by hand when in the field.
The android mobile app needs a lot of work:
- Signs out at random, needing to input the full Deskpro URL each time you log back in
- Tickets often don't open when selecting them on Android (this is the biggest issue, usually rebooting the app helps)
- Writing a note hides the rest of the ticket, it would be useful if the rest of the ticket was scrollable while typing a note.
Because of the above I usually end up taking ticket notes by hand when in the field.
What problems is the product solving and how is that benefiting you?
Deskpro allows us to have a historic log of work completed, which is useful for identifying trends and recurring problems.
The search feature is particularly useful and is very responsive and past compared to other solutions, when a trend is identified its easy to go back through old tickets and identify affected users for next steps.
The search feature is particularly useful and is very responsive and past compared to other solutions, when a trend is identified its easy to go back through old tickets and identify affected users for next steps.
Information Technology and Services
Overall a solid website.
Reviewed on Feb 25, 2025
Review provided by G2
What do you like best about the product?
It's easy to see comments being typed in real time by coworkers on tickets. We use it everyday and it's very simple for the customers to use as well.
What do you dislike about the product?
There are quite a few tabs on the side that were a bit tricky to navigate but it is easy to get the hang of it.
What problems is the product solving and how is that benefiting you?
We are able to receive requests for help from individuals and are now able to sort and respond to these tickets accordingly.
Higher Education
Deskpro is a helpful and versatile helpdesk with great customizability and excellent support.
Reviewed on Feb 25, 2025
Review provided by G2
What do you like best about the product?
We use Deskpro in a private university with 4 different departments as a communication channel for staff, students, and applicants. The administration in the initial setup is time-consuming, but it is excellently supported by the support team, and for the request handlers, the system is both pleasantly simple to understand and customizable when the handlers delve deeper into Deskpro. We receive at least 50 requests per day, and the rate of "overlooked" problems or requests has significantly decreased. Particularly helpful is the traceability and the integration of help articles that are available to users for self-help. The login via Microsoft's SSO was complex, but now that it is running, it makes the system very pleasant for all involved to use.
What do you dislike about the product?
In detail, the administration needs improvement. For example, the triggers used for the system's behavior are not sortable, only filterable. We use the system in four different departments, sometimes with different triggers. Finding one's way around and implementing changes is unnecessarily complicated and prone to errors. Especially when someone new has to familiarize themselves with the system.
What problems is the product solving and how is that benefiting you?
Working through inquiries systematically is easy with Deskpro.
Marketing and Advertising
Powerful help desk solution with minor some quirks
Reviewed on Feb 24, 2025
Review provided by G2
What do you like best about the product?
Deskpro is a highly customizable help desk software that should suit just about any need. Its built-in integrations and relatively straightforward REST API make it a developer-friendly platform that allows for tying it in to the rest of your tech stack.
What do you dislike about the product?
The UI is a bit difficult to parse and slow at times.
What problems is the product solving and how is that benefiting you?
Deskpro is our central hub for tracking all internal IT issues and changes. We use it for everything from a user needing computer assistance to tracking large-scale projects with time-keeping and billing.
Daniel E.
Great Helpdesk System
Reviewed on Feb 24, 2025
Review provided by G2
What do you like best about the product?
One of my favourite features is simply that I can group tickets by organisation I have multiple schools that I support on a weekly schedule, I love that I can quickly and easily highlight the tickets for that school when I am on site. This really helps to focus my work, so that I can efficiently work through tickets which in turn helps me to provide great customer support.
What do you dislike about the product?
When creating a ticket or adding a comment to a ticket, the default is to email the user. I don't like this feature. In my line of work, the most common thing for me to add to a ticket is a note. I have in the past accidently sent a note as an email - thankfully the note was appropriate to send . However this may not always be the case. I would prefer if either as an individual user can I change the default, or the company administrator could do it for all of field engineers.
What problems is the product solving and how is that benefiting you?
To efficiently manage incoming tickets. this allows for quicker and more thorough support