All the details you need,
simply put!
Features and technical stuff,
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Discover all our little secrets, one by one!
| What do you call it? (The feature name) |
What do I get? (The feature description and some more tech stuff) |
In which plans can I find it? Show All
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| Support Channels | ||
| Web Ticketing | Customers can submit their tickets directly from the web, by logging into your online helpdesk. This web portal is automatically created by registering in Deskero, and requires no further configuration. You can choose the language and also configure it to create a public database of answers available for self help. | startgrowbusinessPremium |
| Deskero can import customer requests arriving by email and convert them into tickets. Emails can be imported by automatically forwarding them to Deskero's email address or by download via IMAP/POP3. | startgrowbusinessPremium | |
| Import any Twitter social conversation and automatically convert tweets and Direct Messages into tickets. Twitter conversations between agents and users will automatically become part of your customer care workflow within Deskero. | --growbusinessPremium | |
| Import any Facebook social conversation and automatically convert public posts and personal messages into tickets. Facebook conversations between agents and users will automatically become part of your customer care workflow within Deskero. | --growbusinessPremium | |
| Chat | Set up a chat window wherever you need it, with our super easy widget. Chat with your customers and answer their queries in real time: you can always convert the conversation into a ticket. And you can also ping a website visitor and immediately engage her in conversation | --growbusinessPremium |
| Knowledge base | Create an online database of answers to the most common questions, to help customers find an immediate solution to their problem. You can also allow customers to suggest articles with alternative solutions, and even create a custom portal for internal use! Customers will also automatically receive suggestions about related Knowledge Base articles while inserting a new ticket. | startgrowbusinessPremium |
| Ticket management | ||
| One click reply | Agents can reply to customers' tickets with a single mouse click, right from the ticket list. | startgrowbusinessPremium |
| Take in charge | Standard ticket assignment is usually automatic. However, admins can also choose tickets freely and assign them manually. This greatly helps agents when they want to take over and help collegues and clients directly. | --growbusinessPremium |
| Canned Answers | Create template answers to your most common requests and make them ready to go. Canned messages can be completely personalized but are a great starting point to answer to most basic answers and saving you time. | ----businessPremium |
| Custom database fields | Create custom data fields for your ticket database, to add any specific information you might need for your business. | --growbusinessPremium |
| Ticket custom tagging | Create and manage tags to group and classify your tickets, adding even more context to your workflow. | startgrowbusinessPremium |
| Customizable ticket areas and groups | Define ticket areas (e.g. marketing, administration...) and group tickets (e.g. by product type) to simplify classification, search and management. | startgrowbusinessPremium |
| Top clients management | Flag specific customers as "Top clients" and prioritize their queries. You can also define specific assignment rules, setup advanced service levels and configure unique scenarios to guarantee your most special customers the special service they deserve. | ----businessPremium |
| Ticket configuration rules | Create custom rules to manage tickets and assign them to specific agents or groups of agents. You can also edit their properties and classify them accordingly, in order to better organize your ticket management. | ----businessPremium |
| Ticket's activity log | Record any kind of activity related to each ticket: from agents, customers and system's events (scenarios, service levels, etc), for example automations, work scenarios and the service levels failure or goal status. Each ticket's activity log will be always available for viewing and download in Microsoft Excel format. | ----businessPremium |
| Ticket time tracking | Track the amount of time that each agent spends on every ticket and add notes about fulfilled activities. Marking the time as billable will help you prepare accurate monthly invoices for your customers. | ------Premium |
| Customize email templates | You can completely personalize all the email notifications sent by the system, in order to make them unique as well as adapt them to your company style and brand. | --growbusinessPremium |
| Ticket merge | Say goodbye to duplicated tickets: with Deskero you can easily merge two or more tickets, to organize your workflow if, for example, a customer sends multiple requests related to a single issue | ----businessPremium |
| Save drafts | Deskero automatically saves all your tickets and knowledge base drafts. No need to worry about interruption, you can always resume work on your tickets without having to start from scratch | startgrowbusinessPremium |
| Spell checker | Mistakes happens, and we know it just too well: with Deskero each misspelled word is highlighted in red and immediately brought to your attention! | startgrowbusinessPremium |
| Full text search | With Deskero's search you can quickly find any ticket you might be looking for, based on relevant keywords or specific text snippets | startgrowbusinessPremium |
| Smart filters are available to search tickets | Search tickets by customer or company name, by ticket categories (area, type etc.) and custom database fields. | startgrowbusinessPremium |
| Smart filtering for email import | Import tickets from any email inbox and filter them by keyword (in the subject or in the text), customer or company. For example, assign every ticket that contains the term "Billing" to the account department, and every ticket with the word "bug" to the technical department. | startgrowbusinessPremium |
| Email attachments import | Automatically import any email attachment right inside the ticket. | startgrowbusinessPremium |
| Attachments limits (per file) | Start = 2MB per file; Grow = 5MB per file; Business = 10MB per file; Premium = 20MB per file | startgrowbusinessPremium |
| Spam filtering | Deskero filters and automatically flags spam tickets based on specific criteria that can be edited by administrators: they can specify keywords, email addresses or text. | ------Premium |
| Instant chat tickets | Agents can always convert any chat conversations into a ticket, to better keep track of everything that has been said, or to follow up with further help. | ----businessPremium |
| Internal agents | Internal agents are supervisors that can be added for free (one availble for each Premium agent). They keep an eye on the work of agents and collaborate with them on solving tickets, without directly interacting with customers. | ------Premium |
| Images, videos and attachments | Easily insert images, embed videos and attach any type of file into your tickets. | startgrowbusinessPremium |
| Multiple ticket views | With just a single mouse click you can easily switch between standard view (with detailed ticket descriptions) or compact (showing all ticket fields in one row - ideal to take a quick look). View tickets just the way you like! | startgrowbusinessPremium |
| Link chat conversations | You can create a ticket right from the chat and the two will always be linked: at any moment, you can go back to the original conversation and double check everything. | ----businessPremium |
| Archive ticket | Archive processed tickets, to focus on the current work and keep your inbox tidy without losing them. Archived tickets can be restored at anytime or deleted permanently. | startgrowbusinessPremium |
| Signatures | Customers and agents can both attach their signatures to tickets. You can add pictures and use simple formatting techniques. Also, you can add any HTML content. | startgrowbusinessPremium |
| Agent collision detection | Deskero immediately and automatically alerts agents when they are simultaneously viewing or modifying a ticket, to prevent any possible collision. | ------Premium |
| Desktop notifications | Instantly get notified when you have a new ticket. Deskero alerts agents and customers everytime they have an update. Supported by (links to browsers) | --growbusinessPremium |
| Forward to external agents | You can forward the ticket to external agents without a Deskero account, enabling them to collaborate to the ticket's management.They will receive an email notification, then when they answer to the ticket by email, the answer will be added to the ticket as an internal note, not visible to customers. | ------Premium |
| Forward to external people | You can forward the ticket to external people without a Deskero account, just to inform them. | ------Premium |
| Integration with Microsoft Outlook | Transform Outlook emails into Deskero ticket with a couple of clicks of your mouse. You can also assign them to specific categories, areas or agents, right from your favorite email client. Compatibile with any version of Outlook Web Access and Outlook 365. |
------Premium |
| Email notification delivery status | You can double check the status of every single email notification you send: you’ll immediately know if it has been successfully delivered or if it has bounced. No need to wait, wondering whatever the email arrived or not! If something happens, you’ll also know what went wrong (wrong address, mailbox full or non-existent, bounced etc.) and you’ll also be able to instantly re-send the notification. |
------Premium |
| Notes on closed tickets | While closing a ticket you can add internal notes, to further customize your customer care workflow. This notes will be visible only by other agents and might become a great asset for you customer care team, improving their internal communication and allowing them to share insight on clients. | ------Premium |
| Custom ticket status | You can create custom statuses that will be automatically associated to the traditional Deskero ticket management (opening, closing, waiting etc.) Scenarios, service levels and reports will automatically adjust to your tailor made settings. | ------Premium |
| Custom ticket priority | Create custom priority levels for your tickets: scenarios, service levels and reports will automatically adjust to your tailor made settings. | ------Premium |
| SMTP/Deskero email | Send your email replies either through our system (Amazon AWS) or through a custom SMTP server. | startgrowbusinessPremium |
| Chat | ||
| Chat widget for your websites | With Deskero super-simple plug & use chat widget (Javascript or Popup window) you can chat with customers directly from your website - and later convert any chat session into a ticket! | ----businessPremium |
| Mobile Friendly | The Deskero widget is optimized to also work with most mobile browsers, so visitors can start a chat conversation or submit feedback directly from their mobiles! | ----businessPremium |
| Track visitor navigation history | Instantly know when to engage visitors and how to provide help: Deskero can track everything the customers see on your website, so you'll always know what he was browsing about! | ----businessPremium |
| Customize look and feel | Personalize your widget by choosing its colors, editing buttons and text, deciding the position etc. | ----businessPremium |
| Chat Groups | Customer support via chat can be managed and organized exactly like all the other channels: agents can be grouped into different departments and Deskero will automatically redirect customer chats based on assignation rules you can freely configure. | ------Premium |
| Custom Greetings | Greet your visitors with custom messages: create custom chat texts that can be triggered on different pages when specific conditions are met. | ------Premium |
| Greetings delay | Say hello to your visitors exactly when you want: choose the time delay on each web page and freely customize it by editing the number of seconds that will pass before the widget automatically pops up. | ------Premium |
| Desktop notifications | Be immediately notified when you have a new chat message: Deskero alerts agents/customers everytime they have an update. (works with: Chrome, Explorer, Safari, Firefox) | ----businessPremium |
| Sound alerts | No need to worry about multi-tasking: Deskero will send a sound alert to agents everytime a message is sent over so they'll always be there, ready! | ----businessPremium |
| Attention grabber | Grab the attention of your web site's visitors adding a custom image like your own logo or a photo. | ------Premium |
| Real time chat analytics | No need to convert chats into ticket to track them! Through our real time chat analytics you can constantly track how many active chats you have, where are they coming from (mobile or web), which agents are working on them and how long does it take to reply. | ----businessPremium |
| Chat queue | A chat queue with all incoming chat requests is automatically created, and can be used by your agents to track and choose the conversations to engage. | --growbusinessPremium |
| SMS | ||
| Send and receive Text Messages | Deskero natively supports MySMS (link) to answer any problem in real time, through a simple SMS. Any text message sent to your phone will automatically convert into a ticket that agents can manage exactly like any other. | ----businessPremium |
| File attachments | Attachments coming through SMS will be synced with their original tickets. Files can also be attached on the dashboard and send to customers via SMS channel. | ----businessPremium |
| Knowledge base | ||
| Knowledge base from ticket stories | You can create a knowledge base solution from a ticket conversation, by editing and summarizing it in order to make it available to a wider public. | ----businessPremium |
| Ticket reply from a knowledge base solution | You can insert a reference to any knowledge base item into tickets, with a single mouse click. | --growbusinessPremium |
| Content suggestions | While answering a ticket, Deskero will automatically suggest to the agent all the solutions already available in the knowledge base, by analyzing specific keywords in real-time. | start--businessPremium |
| RTE and HTML editor | While creating knowledge base articles, you can switch from rich text editing to HTML or vice-versa. Users can format tickets and knowledge base articles exactly the way they want! | startgrowbusinessPremium |
| Full text search | Deskero offers a smart searching tool to find knowledge base articles based on specific keywords or complete text. | startgrowbusinessPremium |
| Save drafts | Deskero automatically saves all your tickets and knowledge base drafts. No need to worry about interruption, you can always resume work on your tickets without having to start from scratch | startgrowbusinessPremium |
| Customers proposals | Customers can also interact with the community, by suggesting knowledge base articles. Proposed articles can later be edited and approved by agents before going live. | ----businessPremium |
| Knowledge base groups and areas | Organize your knowledge base by creating different categories and grouping related articles. You can also restrict certain categories from specific agents or groups, in order to further manage visibility. | startgrowbusinessPremium |
| Download areas | Create your own download center to share documents and files with your customers. With Deskero you can configure knowledge base download areas, and access can also be restricted to specific clients or companies. | startgrowbusinessPremium |
| Internal knowledge base | Create a private knowledge base which only specific groups of agents can access, in order to better configure your internal know-how. | ----businessPremium |
| Auto deflection | As soon as a customer starts writing her query, the Deskero knowledge base will automatically suggest any already existing articles with similar key words. | start--businessPremium |
| Knowledge base on Facebook | Share a knowledge base article on Facebook | ----businessPremium |
| Knowledge base on Twitter | Share a knowledge base article on Twitter | ----businessPremium |
| Customer management | ||
| Auto synch customer form | Automatically add & synchronize new contact data to each customer form, every time they contact you on a new channel. Also, it's possibile to easily merge duplicate customer profiles, to keep the database tidy and organized. | startgrowbusinessPremium |
| Customer CC | Add additional addresses to send carbon copies of a ticket's response to more than one recipient | ------Premium |
| Custom customer data fields | Create personalized fields in your customer database, to better identify your customers. Data fields can be translated into different languages and be marked as searchable. | startgrowbusinessPremium |
| View all company tickets | View all company tickets | startgrowbusinessPremium |
| Conversation history | Create a customer-centric chronology of tickets and replies. This chronology is comprehensive and all-inclusive, and will automatically incorporate all available channels, to simplify the backtracking of the client history. | --growbusinessPremium |
| Scenario execution | ||
| Predefined scenarios | Deskero Scenarios help you create an effective event-based automation to simplify organization and escalation. Execute a predefined scenario to simplify all the most common ticket situations. | ------Premium |
| Customizable scenarios | Customizable scenarios take your support ticketing to the next level by allowing a complete personalization of your internal workflows. Create and configure a custom scenario to automatically execute specific actions, triggered by a certain flow of events. Scenarios can also be manually executed on selected tickets, to further enhance flexibility. | ----businessPremium |
| Multilingual | ||
| Multiple languages per portal | While administrators can choose which global language they wish to use for the platform, any individual can freely decide to personalize their experience and choose a different idiom, to make the platform even more flexible and personal. | startgrowbusinessPremium |
| Multi-lingual content for customer portal | Multi-lingual content for customer portal | --growbusinessPremium |
| Smart social integration | ||
| Facebook import | Extend your customer support to Facebook! Deskero can automatically import any customer request arriving through your Facebook profile: posts on your public wall as well as chat requests will be immediately converted into tickets. Fans who send requests will also be added to your customer list. | --growbusinessPremium |
| Facebook private messages import | Deskero can convert any private message or chat conversation sent by fans/customers to your Facebook page into tickets, so you can track every single conversation right from your dashboard, without needing any Facebook client. | --growbusinessPremium |
| Reply to specific Facebook comments | Send direct replies to specific comments posted on a Facebook thread, addressing your post (with attachments!) to the author of the comment: he’ll receive a direct notification. Your comments will never “get lost” amid others and will be viewed immediately by their intended recipients. | startgrowbusinessPremium |
| Import mentions via Social monitor | Twitter mentions can easily be imported into Deskero and automatically converted into tickets. Administrators can configure specific assignment rules, SLAs and scenarios to manage the social networks just like any other support channel. | --growbusinessPremium |
| Twitter DM import | Twitter DM import | --growbusinessPremium |
| Social monitoring | ||
| Search and monitor social activity | Know what people say about you, using the Social Monitor to keep an eye on all Twitter activity around your brand. You can keep monitoring your mentions inside your social monitor and decide to convert only selected, most relevant tweets into tickets. | --growbusinessPremium |
| Track your products or brand name | Search for specific keywords inside Twitter, to keep an eye on your brand and market. Track these keywords to also obtain numeric reports on how they are trending every day. | --growbusinessPremium |
| Track your competitor activity | Track your competitor activity | --growbusinessPremium |
| Social customer engagement | Social customer engagement | --growbusinessPremium |
| Convert social conversations into tickets | Convert any Twitter conversation that you are tracking through a social monitor search into a ticket. | --growbusinessPremium |
| Portal customization | ||
| Domain mapping | Connect your support portal to your own web domain, to give it a more customized feel. | ------Premium |
| Colors & logo customization | Personalize your help desk interface using your own logo and brand color palette | startgrowbusinessPremium |
| Customer web portal | Create a public web portal for your customers which they can use to insert tickets, browse your knowledge base and see important updates, even without having to register. You can further personalize it by changing the look & feel, edit text and enable a feedback widget to accompany it. | startgrowbusinessPremium |
| Customer portal per product | Create multi-brand portals to offer support for multiple products or services, using a single Deskero account. Each portal will have separate front-ends and different domains, custom appearances and languages, but you'll be able to manage them using the same team and back-end on your side. | ------Premium |
| Custom email domain | Use your own email address domain for all email notifications and ticket replies, relying on the DKIM standard. Extremely useful for whitelabeling your helpdesk account. Free for 3+ agents. | ------Premium |
| Custom data export | Customize your data export, by choosing which data fields you need to insert in your report and on which terms you want them inserted. Your customized report can be saved and generated again every time you’ll need it. | ------Premium |
| Service level management | ||
| Simple level targets | Define your own service level, to keep a close eye on the resolution time of your tickets. Deskero lets you configure your own SLA policy, that will depend on ticket categories, time needed (to answer or resolve) and configured business hours. | ----1Premium |
| Advanced level target | Setup multiple service levels that will monitor your work in different conditions and create advanced service level targets, based on many settings. You can then further personalize your ticket workflow, creating even more granular management with automated reminders. | ------Premium |
| Custom missed targets actions | Choose specific actions that will trigger alerts and escalation when missed, using Deskero's advanced level targets. Deskero let you choose from 10 different trigger actions and you can also completely customize your escalation workflow. | ------Premium |
| Business days & hours | Define specific business hours and customize your team availability, to better evaluate your daily service level. | ----businessPremium |
| Reporting | ||
| 20+ pre-built reports | Visualise and track your ticket, agent and overall performance, through Deskero's pre-built analytics. You can also freely download all your activity reports in PDF or PNG formats. | startgrowbusinessPremium |
| Social reports | Measure and visualise your social customer care performance. Deskero offers you effective visual analytics about your social media activity, with various graphs that can be exported in PDF or PNG formats. | startgrowbusinessPremium |
| Export to JSON/XML | Deskero lets you export all your report on agents, customers, tickets and knowledge base in JSON or XML format | startgrowbusinessPremium |
| Export ticket time entries in CSV/ Microsoft Excel | Deskero helps you track the time you spend answering each customer query. Tracked time entries can be exported in CSV/Microsoft Excel format at anytime, to easily send them to clients or to your accountants. | ------Premium |
| Export customer conversations in CSV/ Microsoft Excel | Export customer conversations in CSV/ Microsoft Excel | startgrowbusinessPremium |
| Security | ||
| Restricted access | Secure your helpdesk by restricting or allowing access to a specified IP range for a specific period of time, in order to easily manage access and administration from different headquarters. | ------Premium |
| SSL encryption | We also use an SSL encryption of data transmission using HTTPS sessions. | startgrowbusinessPremium |
| SSL certificate hosting | SSL certificate hosting | ------Premium |
| Remote authentication/ SSO (Single Sign-On) | Use your company SSO (Single Sign-On) system to maintain your own access’ credentials. From LDAP to Microsoft Active Directory, to any other custom software, you can easily connect it to Deskero through our Single Sign-On system, creating and maintaining a single log in | ------Premium |
| Fully configurable permissions | Define each agent and each customer permissions to handle tickets, edit the knowledge base, track time, chat with users, etc. Deskero also allows you to restrict specific features to certain agents or agent groups. | startgrowbusinessPremium |
| Configurable password policy | You can freely choose the level of complexity of each password, and also decide when (or if) they need to be periodically changed by administrators, agents and clients, to comply with any kind of standard you might be already using inside your company. | ------Premium |
| Certification | Deskero relies on the Amazon AWS's cloud infrastructure, certified by U.S.-EU Safe Harbor | startgrowbusinessPremium |
| Dedicated cloud infrastructure | Dedicated cloud infrastructure | ------Premium |
| API & data portability | ||
| Restful API | Deskero APIs are completely open and flexible. You can freely view, modify, insert and delete anything in your databases: customers, tickets, knowledge base etc. | --growbusinessPremium |
| Import customer data | You can always import customer's data in CSV / XLS format | ----businessPremium |
| Webhooks | Webhooks are the safest and most convenient way to keep any external database constantly synchronized with Deskero. Webhooks are basically personalized calls to your software or service, that happens automatically each time a specific event (i.e. a ticket is opened or closed, a new client is created, a chat session begins) occurs. | ------Premium |
| Mobile | ||
| iPhone and iPad App | Access Deskero from your iOS device, reply to tickets, chat with clients and overview all your team's work. | startgrowbusinessPremium |
| Android App | Access Deskero from your Android device, reply to tickets, chat with clients and overview all your team's work. | startgrowbusinessPremium |
| Windows App | Access Deskero from your Windows device, reply to tickets, chat with clients and overview all your team's work. | startgrowbusinessPremium |