Sold by: Deskpro
Deployed on AWS
The Help Desk Platform That Enables AI For Private Environments.
Deskpro Private extends the capabilities of Deskpro Cloud and AI.
Deskpro Private removes the gap between AI projects and help desk initiatives. Choose the deployment model that matches your security protocols, compliance requirements, and data residency restrictions, VPC, on-prem, private cloud, or sovereign cloud.
4.2
Overview
The Help Desk Platform That Enables AI For Private Environments.
Deskpro Private extends the capabilities of Deskpro Cloud and AI.
Deskpro Private removes the gap between AI projects and help desk initiatives. Choose the deployment model that matches your security protocols, compliance requirements, and data residency restrictions, VPC, on-prem, private cloud, or sovereign cloud.
Add multi LLM flexibility OpenAI, Claude, Gemini, Mistral, Cohere, or even your own private AI model Optionally deploy in an Amazon VPC and securely access Amazon Bedrock AI foundation models via AWS PrivateLink. Enhance the value of AI in your help desk by providing brand-specific context, such as manuals, documentation, help desk tickets, websites, etc. You name it!
Highlights
- Agents. Fully integrated data frees human reps from repetitive tasks so they can focus on what they do best solving complex problems with empathy and creativity.
- Customers. Get the answers they want faster, either with or without a human agent.
- ROI. Customer and agent retention adds measurable impact to your bottom line.
Details
Sold by
Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Ubuntu 22.04
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
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) .
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 2.25.4
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.
Customer reviews
R K.
Design flaws, non customer centric and accessibility issues.
Reviewed on Feb 12, 2026
Review provided by G2
What do you like best about the product?
The UI/Dashboard function is good. It has a required info at first glance on a ticket/task.
What do you dislike about the product?
Android app is very poorly built. Design/Dev team is not customer centric. Issues:
1) After logged in, if 'Back button' is pressed, pop up appears "Exit Helpdesk. Are you sure you want to return to the Helpdesk URL form?" This is useless!!!
2) If said 'OK', it logs out the user. Why in year 2026, it should log out a user this way? Then asks for Org link to login. Extremely poor design!
3) Tap 'Back button again', and you are back to where you were (logged in) without putting any details at all!
4) Overall font/size is not user friendly and no option to adjust to the user demand!
5) It's difficult/almost impossible to track progression of a ticket and see who made what changes. Understandably this may be a config issue at individual organisation level. But coming from a previous provider, this is serious downgrade in functionality. To the length, it discourage to make any progress/amendments in a ticket.
1) After logged in, if 'Back button' is pressed, pop up appears "Exit Helpdesk. Are you sure you want to return to the Helpdesk URL form?" This is useless!!!
2) If said 'OK', it logs out the user. Why in year 2026, it should log out a user this way? Then asks for Org link to login. Extremely poor design!
3) Tap 'Back button again', and you are back to where you were (logged in) without putting any details at all!
4) Overall font/size is not user friendly and no option to adjust to the user demand!
5) It's difficult/almost impossible to track progression of a ticket and see who made what changes. Understandably this may be a config issue at individual organisation level. But coming from a previous provider, this is serious downgrade in functionality. To the length, it discourage to make any progress/amendments in a ticket.
What problems is the product solving and how is that benefiting you?
No comment
Reg G.
Highly Configurable with Seamless Onboarding
Reviewed on Feb 06, 2026
Review provided by G2
What do you like best about the product?
I appreciate that Deskpro is highly configurable, allowing me to set it up exactly how I want. I really like the integration with Shortcut, eliminating the need for manual checking and reducing missed information. The ability to change and configure almost anything, from email templates to Customer Portal design and layout, is something I find very useful. Launching the Customer Portal has also received positive feedback from our customers. The onboarding package we purchased made the setup process seamless.
What do you dislike about the product?
The Teams integration is limited. It would be great to allow the option of creating tickets via Teams that allow custom fields to be used.
What problems is the product solving and how is that benefiting you?
Deskpro manages support tickets, offers a customer portal, integrates directly with Shortcut solving missed information issues, and is highly configurable from email templates to portal design.
Paul C.
Seamless Ticket Management, User-Friendly Experience
Reviewed on Feb 05, 2026
Review provided by G2
What do you like best about the product?
I really find Deskpro to be a much more seamless and user-friendly experience compared to the horrendous homemade SharePoint database we previously used. It offers some pretty useful features, and generally feels like well thought-out software that works reliably. I appreciate that if something goes wrong, you can just refresh the page and it remembers everything you typed, allowing you to continue without losing your progress.
What do you dislike about the product?
I don't like the way that you have to move your mouse over a phone number and wait for a little button to appear before you can copy it, which not only is a bit fiddly, but is also not obvious at all when you first use Deskpro.
What problems is the product solving and how is that benefiting you?
I use Deskpro to manage support tickets, providing a seamless, user-friendly experience. It solves the loss of typed information issue that plagued our old system, ensuring there's no need to retype. It's reliable even when refreshed, which used to be a big problem with our homemade SharePoint database.
Reagan G.
Great Features; Slow Performance Hinders Efficiency
Reviewed on Feb 05, 2026
Review provided by G2
What do you like best about the product?
I like the ability to track my progress and see things that I have answered or not answered in Deskpro. It gives me better visibility of the task at hand compared to Outlook that I used before. In Deskpro, I'm able to see what I need to respond to and what has been responded to me, and that feature is not available on other platforms that I use to communicate with clients or coworkers. That would definitely be the main thing that I appreciate about the services provided by Deskpro.
What do you dislike about the product?
There's definitely a lag when using Deskpro, and I'm not sure if it's my Internet or something else causing it. It often lags, especially when pulling up a new message or just loading in the inbox, which can be frustrating since it'll show I have messages, but nothing is there until it catches up. Also, searching previous messages is difficult. There's lag in the search, and it doesn't always pull up everything related to what I type in, so I have to go through extra hoops to ensure things are searchable. Training myself to understand the platform was not easy, unlike the setup, which was straightforward.
What problems is the product solving and how is that benefiting you?
I use Deskpro to communicate with clients and coworkers as an all-around platform. I like being able to track my progress and see what I need to respond to, which offers better visibility compared to other platforms.
Hamish M.
Streamlines Customer Service but Needs UI Improvements
Reviewed on Feb 05, 2026
Review provided by G2
What do you like best about the product?
I like the link/merge ticket feature on Deskpro. It is handy to have a reference number to search by, which helps me track emails efficiently. Linking tickets is convenient as it allows me to catch all emails coming into my inbox, linking and merging tickets to keep track and meet my service level agreements. The initial setup was simple with great support.
What do you dislike about the product?
I don't like the user interface for Deskpro compared to older versions and it can be slow, laggy and buggy at times.
What problems is the product solving and how is that benefiting you?
Deskpro solves the problem of multiple email inboxes by using a shared inbox for team coordination, making customer service more streamlined.