Real-World Case Studies and Customer Success Stories with Deskpro

Deskpro helped Dominican University cut average ticket resolution time from 70 days to just 3 days. The IT team supports... over 25,000 users with fewer than 20 agents. Deskpro's on-premise help desk improved data security and compliance. Automations and SLA tracking made it easy to monitor and escalate cases. Reports and agent notes helped managers train staff and track performance. The university now handles IT, facilities, and safety tickets in one system.
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Deskpro helped St Wilfrid's Catholic School improve internal support for staff and students. The school switched from Freshdesk to Deskpro... for a simpler agent interface and better ticket tracking. The team set up Deskpro quickly and found it easy to use. They use Office 365 integration to control access to guides for staff and students. File sharing is easier with Deskpro's Help Center. The school also benefits from an educational discount, making support more affordable.
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Deskpro helped Southern Oregon University replace their unsupported on-premise help desk. SOU chose Deskpro for its lower cost and strong... ticketing features. The university uses Deskpro’s Help Center and knowledge base to support students and staff. Automation tools like snippets and follow ups make daily work easier. Live chat lets students get quick answers. SOU plans to move to Deskpro Cloud for less manual work in the future.
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Deskpro helped NMIT move from 30 shared Outlook inboxes to a single cloud-based help desk. NMIT used Deskpro's knowledge base,... SLAs, and multi-brand help centers to improve support for students and staff. The platform increased transparency, enabled audit trails, and made it easy to track tickets. Automated triggers and a self-service knowledge base reduced IT workload. Agents quickly adapted to the new system, and NMIT saw instant improvements in communication and support processes.
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Deskpro helped Brown University improve IT support for 13,000 students and faculty. The university switched from Remedy to Deskpro for... a more user-friendly and flexible help desk. Deskpro's on-premise solution met strict data protection needs. Staff found the agent interface easier and ticket tracking more transparent. The integrated knowledge base increased engagement and improved self-help. Brown plans to expand with Deskpro’s social and voice channels.
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Deskpro helped Creative Networks replace their discontinued Kayako On-Premise help desk. The team needed a customizable, on-premise support solution with... strong reporting and live chat. Deskpro's support team assisted with migration and setup. Creative Networks improved workflows and customer support efficiency. The company now resells Deskpro and plans to integrate billing with external systems.
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Deskpro helped VAIRKKO simplify customer support workflows. VAIRKKO needed a flexible help desk that matched their unique processes. Other platforms... lacked the customization and filtering they required. Deskpro offered custom ticket filters, workflow alignment, and strong support. VAIRKKO found Deskpro affordable and easy to use. The team now delivers better service to thousands of clients.
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Deskpro helped Impelsys manage support for many publishing brands from one help desk. Before Deskpro, Impelsys used only email and... struggled to keep track of tickets. Deskpro's cloud platform let them set up over 100 branded help centers and use features like knowledge base and snippets. Agents now answer 94% of tickets within 1 hour and close most tickets within 24 to 48 hours. Deskpro's reporting tools and multi-brand support made scaling easy for Impelsys.
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Deskpro helped C>Ways upgrade from a free help desk to a flexible, paid solution. The IT team needed more features... and customization to support clients better. Deskpro offered easy setup, custom fields, and live chat for fast responses. The Help Center centralized internal documents. C>Ways saw immediate benefits in ticket management and client satisfaction.
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Deskpro helped BOpartner organize customer support requests. BOpartner switched from outdated, expensive software with bugs to Deskpro. They migrated customer... data and set up a help desk for ticket management and invoicing. The team uses triggers, reports, and escalations to automate support and track performance. Deskpro's features let BOpartner stay on top of tickets and improve client service.
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Deskpro helped the National Childbirth Trust (NCT) unify support for parents, practitioners, and volunteers across the UK. Before Deskpro, NCT... faced fragmented communication and inconsistent response times. Deskpro provided a central helpdesk, automated workflows, and unified channels. NCT improved efficiency, collaboration, and data-driven decision-making. Over 12 years, Deskpro proved reliable and scaled with NCT’s needs.
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Deskpro helped Aurora Mental Health & Recovery improve internal support. The non-profit needed an affordable, flexible help desk to manage... staff requests and projects. Deskpro's ticket filters, custom fields, and parent-child tickets made it easy to organize tasks and track progress. The team used Deskpro for a major rebranding and IT migration, improving communication and visibility. Staff adapted quickly to the new system, and directors gained better oversight. Aurora MHR plans to upgrade to Deskpro Horizon for new features like Azure DevOps integration and Kanban project management.
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Deskpro helped AbilityNet, a UK charity, replace Freshdesk to better support over 450 volunteers. The platform offered flexibility, affordability, and... strong partnership, making onboarding and support easier. Deskpro enabled a smooth rollout, with 390 volunteers logging in on day one and no loss of volunteers. The system improved volunteer management, accessibility, and feedback tracking. 95% of AbilityNet's clients rated the service as excellent or good.
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Deskpro helped Les Scouts improve communication with its 48,300 members and volunteers. Before Deskpro, the team struggled to manage inquiries... using a shared email address. Deskpro provided an on-premise help desk solution with ticketing, automation, and reporting. The team linked Deskpro to their website contact form, automating ticket creation and reducing manual work. Agents now respond more efficiently, and managers use dashboards for real data. Les Scouts values Deskpro’s responsive technical support and plans to use more features in the future.
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Deskpro helped Zermelo, an education software company, improve its customer support. Zermelo needed a help desk that could be hosted... on-premise to meet data privacy rules and support a growing user base. Deskpro's on-premise solution let Zermelo store data on its own servers and manage email and phone requests from schools. Integration with existing systems was easy. Zermelo now tracks client journeys and manages licensing with Deskpro, gaining better control over data and workflows.
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Deskpro helped Mariner Software manage support for over 300,000 users with a small team. Mariner switched from email to Deskpro... to centralize and streamline support. Deskpro's ticketing, merging, and knowledge base features made support easier. The team uses Deskpro daily to assign tickets and help customers quickly. Deskpro lets Mariner spot problems fast and keep support efficient as the company grows.
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Deskpro helped Bottega52 manage customer support for its cloud software. Bottega52 needed a help desk to meet strict SLA requirements... in client contracts. Deskpro's SLA management and reporting features let them track ticket times and create custom reports for clients. The team found Deskpro's features powerful and the reporting interface easy to use. Bottega52 values the modern customer experience and looks forward to future Deskpro updates.
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Deskpro helps Vienna House manage customer support for its hotels across Europe. The company needed a cloud-based ticketing system to... handle growing support needs. Deskpro's intuitive interface and easy licensing made it the top choice. Vienna House uses the ticketing and reporting features daily. The team finds the system easy to use and values the predefined reports. Deskpro supports Vienna House as it expands its hotel chain.
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Deskpro helped Cairn Group move from Spiceworks to a modern help desk platform. Cairn Group needed an easy-to-use system with... customizable reports and dashboards. Deskpro's interface reduced training time and costs. The knowledge base let agents find answers fast. Real-time reports and dashboards improved team engagement and efficiency. Cairn Group now uses mobile apps for flexible support and benefits from transparent pricing as they grow.
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Deskpro helped Roadpost improve tech support for over 25,000 satellite communications customers. Roadpost needed better visibility and control over support... emails as their business grew. Deskpro provided ticket management, SLAs, automation, and a public knowledge base. The knowledge base gets 2,000 to 3,000 hits per month, with 20-25% preventing tickets or calls. Roadpost kept customer service staff flat at seven agents while scaling support. Deskpro's chat and reporting features helped Roadpost handle more requests without adding staff.
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Deskpro On-Premise helped Atlantech after their old provider stopped supporting on-premise solutions. Atlantech needed a help desk with strong automation... and customization. Deskpro offered easy migration, fast setup, and features like escalations, SLAs, and triggers. The support team rated Deskpro 9 out of 10. Deskpro's support and custom development impressed Atlantech, making their customer support team more efficient.
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Deskpro helped Aon Norway improve its customer service system. Before Deskpro, the team used a shared Gmail inbox that was... hard to manage. With Deskpro, they organized support tickets and used features like queues and automations. The team created a Help Center for customers and found Deskpro's guides and videos helpful. Deskpro made collaboration easier and support more efficient for Aon Norway.
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Deskpro helped Launchpad improve its recruitment support. Launchpad switched from Zendesk to Deskpro for better reports and flexible features. Deskpro's... snippets and workflow tools let Launchpad answer over 80% of candidate questions in 15 minutes. The audit trail and ticket management features help their team work together. Launchpad now handles at least 200 tickets a day with a team of seven agents.
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Deskpro helped NHS North of England Commercial Procurement Collaborative (NOE CPC) improve its help desk operations. The team switched from... a slow, unresponsive SharePoint system to Deskpro for better ticket management and reporting. Deskpro's ticketing automations and integration with Microsoft Power BI made workflows smoother. The team saw clearer ticket tracking, better response times, and improved service quality. Deskpro's documentation also made onboarding easy for the team.
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Deskpro helped Arkansas Urology improve its internal IT support. The team switched from using email to Deskpro for better organization... and efficiency. Deskpro's on-premise solution met their security needs. The reporting features gave management clear insights into support performance. The agent interface made ticket handling easier for staff. Reliable Linux-based operations simplified IT tasks for the team.
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Deskpro helped OptiCom improve its customer support by replacing an unreliable help desk. OptiCom chose Deskpro's on-premise solution for better... control and easy setup. The team liked features like ticketing flexibility and integration with reporting tools. Deskpro made support more reliable and let OptiCom share reports across business units. The feedback tool helped track customer satisfaction. OptiCom plans to use more Deskpro features like live chat and voice.
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Deskpro helped IT Guard bring all their support tools into one help desk. Before, IT Guard used Outlook for email... and another tool for their knowledge base. This slowed down their support team. With Deskpro, IT Guard combined ticketing and knowledge base features. The team now saves time with automations and finds it easier to resolve tickets. Deskpro also helps them keep emails organized and improve customer satisfaction.
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Deskpro helped BI Worldwide improve support for its global clients. The UK team switched from an expensive, outdated help desk... to Deskpro for better features and scalability. Deskpro's internal support tools now help manage IT and system support for 260+ associates. The team uses translation and time zone features for international clients. Ticket management is more efficient, freeing up time for other tasks. The transition was smooth and improved team collaboration.
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Deskpro helps Amplifi manage client communications for non-profit organizations. Before Deskpro, Amplifi used Outlook, which made tracking conversations hard. Deskpro's... shared inbox, snippets, and ticket merging features improved team efficiency. The Help Center and knowledge base let Amplifi standardize client support. Amplifi finds Deskpro flexible and easy to customize for their needs. Their communications are now more organized and streamlined.
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Deskpro helped the Federal Public Defender Office of the Southern District of Ohio move from Outlook to a ticketing system. The team needed... better ways to organize and manage communications. Deskpro On-Premise made it easy to track tickets and improved response times. The team saw better organization, fewer lost messages, and improved client relationships. Supervisors gained more transparency and could track team progress easily.
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Deskpro helps 3pAll manage customer support for multiple brands. 3pAll needed a help desk that could handle technical support and... order inquiries for different clients. Deskpro's multi-branding and automation features made ticket routing and organization easy. The team uses Deskpro to keep brands separate and customize departments and labels. Custom reports give insights into support cases. 3pAll finds Deskpro better than other CRM ticketing systems they tried.
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Deskpro helped The Progressive Building Society upgrade its help desk with more customizable features. The company switched from Hornbill to... Deskpro for better usability, fixed pricing, and scalability. The support team now uses ticket categorization and customizable filters to boost productivity. Deskpro made it easier for agents to manage tickets and improved daily operations. The team plans to use more Deskpro features to automate processes and track KPIs.
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Deskpro helped Elder Services of Worcester Area (ESWA) improve IT support for staff and elderly community members. ESWA needed a... better ticketing system to support both internal IT and external community needs. They chose Deskpro for its multi-branding and all-in-one pricing. The Help Center made it easier for staff to request technology and for HR to manage new hires. Deskpro’s support team responds quickly, usually within an hour. ESWA now works more efficiently and plans to upgrade to Deskpro Horizon soon.
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Deskpro Cloud helped Emprint move from on-premise to a cloud-based help desk. The IT team wanted less stress about server... management and better access for remote workers. With Deskpro Cloud, Emprint gained easier access, improved security, and peace of mind. They now use features like reporting, branded help centers, and voice support. The team is happy with the switch and plans to upgrade to Deskpro Horizon soon.
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Deskpro helps Medical Billing Professionals manage support for over 100 medical practices. MBPros needed a HIPAA-compliant help desk to protect... patient data. Deskpro customized its cloud platform to send only generic notifications and require agent login for ticket details. MBPros uses SLAs to track team response times. The support team at Deskpro resolves issues quickly and communicates well. MBPros is satisfied and plans to keep using Deskpro.
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Deskpro helped eShipping scale its logistics business by replacing Outlook with a flexible help desk. eShipping struggled with multiple call... centers and poor communication between departments. Deskpro Cloud offered custom triggers, ticket departments, and live chat at an affordable price. eShipping improved productivity by creating specialized teams and automating ticket handling. The company now provides better multi-channel support and real-time reporting, saving time and reducing stress.
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Deskpro helps NOMS Healthcare provide IT and technical support to medical practices across Ohio. NOMS switched from Spiceworks to Deskpro... after their old system failed to meet needs. The IT team uses Deskpro for ticketing, voice, and live chat. Deskpro’s knowledge base and support articles make setup easy. The support team is helpful and quick to resolve issues. NOMS plans to upgrade to Deskpro Horizon for a better interface.
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Deskpro helped IMECE Destek move from Outlook to a cloud-based help desk. The company needed better ticketing, reporting, and support... in Turkish. Deskpro provided SLAs, automations, and a reporting dashboard. IMECE Destek can now track agent performance and manage all client communication in one place. The team plans to add Deskpro Voice for call center management.
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Deskpro helped Typeqast support its clients' software with ease. Typeqast needed a help desk that could handle multi-brand and multi-channel... support. Deskpro's multi-branding and guides features let them create personalized help centers for each client. The team saw fewer support tickets as guides and documentation answered common questions. Deskpro's live chat and JIRA integration improved team communication. Typeqast plans to keep using Deskpro as they grow.
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Deskpro helped Tain after they became unhappy with Kayako removing On-Premise support. Tain needed a scalable, on-premise help desk that... was easy to migrate to. They used Deskpro’s data importer to move from Kayako without issues. Tain set up Deskpro for their teams and used triggers to automate tasks. This reduced errors and let agents answer more tickets. Tain values Deskpro’s helpful and quick support team.
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Deskpro helped Specialist Pharmacy improve its support ticket management. The team used Deskpro to assign tickets to individual agents and... keep conversations clear. This made it easier to build strong relationships with patients. Agents could access patient information quickly and respond with less delay. Deskpro's automation and organization features improved daily workflow and reduced lost tickets.
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Deskpro helped Scribetech secure client data with an on-premise help desk solution. Scribetech needed a ticketing system that met strict... UK healthcare data rules. Deskpro offered easy customization and strong team messaging. The platform improved communication between teams in the UK and India. Deskpro gave Scribetech a clear overview of support activities and ensured compliance with healthcare regulations.
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Deskpro helped Randstad improve its recruitment support processes. Randstad needed an on-premise help desk that was easy to use and... quick to set up. Deskpro offered fast implementation, with the system live in one to two months. The software required no coding skills and was easy for new administrators to learn. Randstad found Deskpro flexible and customizable, supporting future growth and multiple departments. Support response times and online resources impressed the team.
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Deskpro helped Proscan Imaging set up an internal and external help desk for multiple departments. Proscan needed a HIPAA-compliant, on-premise... solution that could keep department data private. Deskpro offered customizable ticket forms, strong reporting, and secure team segmentation. Proscan now uses Deskpro to support staff and patients, with plans to expand to knowledge base features. The platform's flexibility and reporting tools make it easy for Proscan to manage support across teams.
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Deskpro helped Laboratory Testing Inc. improve internal support for its HR team. The company needed affordable, quality help desk software... to manage complex HR workflows. Deskpro's customizable and scalable platform made the transition easy, with fast support and a simple interface. Automation tools like macros and triggers saved the HR team hours and simplified daily tasks. The success led Laboratory Testing Inc. to expand Deskpro to other departments.
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Deskpro helped Ganesh Hosting improve its customer support. Ganesh Hosting needed a help desk that could be customized for its... team. Deskpro let them personalize workflows and automate ticket handling. The team found Deskpro easy to set up with clear documentation. The mobile app made support possible even outside the office. Ganesh Hosting now spends more time on high-value clients and plans to expand Deskpro's use as they grow.
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Deskpro helped FROSCH improve customer care by replacing Outlook with a customizable help desk. FROSCH needed better reporting, automation, and... visibility for its 500-agent global support team. Deskpro's on-premise solution automated ticket routing, enabled custom triggers, and provided real-time dashboards. FROSCH saved countless hours and increased agent accountability. Integrating SLAs and notifications improved customer experience and team performance. Live chat is included for future communication needs.
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Deskpro helped Flexible Autos improve customer support for its B2B clients. The team struggled with email-based support and found it... hard to run reports or manage tickets. Deskpro made ticket management easier with features like reports and ticket statuses. The team can now track performance and handle multilingual support. Flexible Autos improved processes and communication with clients and suppliers using Deskpro.
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Deskpro helped Airbus OneWeb manage internal support as their micro-satellite project grew. The team struggled with lost information and poor... communication using face-to-face methods. Deskpro's on-premise help desk let them store and access all support data easily. Internal communication improved, and agents could find information faster. The Help Center and knowledge base made solutions easy to find for the team and clients. Airbus OneWeb plans to use Deskpro's live chat and API for even better support as the project expands.
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Deskpro helped Advertising Specialty Institute (ASI) manage support for multiple brands with one unified help desk. ASI needed a ticketing... system to handle complex support across brands and departments. Deskpro's multi-brand features and competitive pricing met their needs. ASI improved agent efficiency and accountability with intelligent routing and SLA tracking. The cloud deployment reduced technical complexity for ASI's team.
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