Sold by: Deskpro
Nurture meaningful customer relationships in an optimum environment with Deskpro On-Premise.
Overview
Deliver exceptional customer support with Deskpro's flexible and dynamic helpdesk software. Our self-hosted On-Premise deployment let you run a powerful helpdesk with full control over security, privacy and compliance; be in charge of your own data whilst providing the best support possible.
Multi-channel helpdesk solution that boasts numerous features and intelligent automations that triage, categorize and store ticketing information to help you communicate with your customers with ease.
You're in charge of your data storage, backups, access and more, meet essential security and data compliancies to enable your business to run on a secure helpdesk environment.
Integrate your helpdesk with 1000s of built-in apps for infinite possibilities and automate helpdesk tasks using Deskpro's full REST API.
Highlights
- Multi-channel helpdesk solution that boasts numerous features and intelligent automations that triage, categorize and store ticketing information to help you communicate with your customers with ease.
- You're in charge of your data storage, backups, access and more, meet essential security and data compliancies to enable your business to run on a secure helpdesk environment.
- Integrate your helpdesk with 1000s of built-in apps for infinite possibilities and automate helpdesk tasks using Deskpro's full REST API.
Details
Sold by
Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Ubuntu 22.04
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.
Type | Cost |
|---|---|
EBS General Purpose SSD (gp2) volumes | $0.10/per GB/month of provisioned storage |
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 2.23.2
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
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
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.
Leave a comment0 comments
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 ist ein hilfreiches und vielseitiges Helpdesk mit großer Anpassbarkeit und tollem Support.
Reviewed on Feb 25, 2025
Review provided by G2
What do you like best about the product?
Wir nutzen Deskpro in einer privaten Hochschule mit 4 verschiedene Abteilungen als Kommunikationskanal für Mitarbeiter, Studierende und Bewerber. Die Administration im ersten aufsetzten ist aufwendig, wird aber vom Support Team hervorragend unterstützt und für die Bearbeiter der Anfragen ist das System sowohl angenehm simpel zu verstehen als auch Anpassbar, wenn die Bearbeiter sich tiefer mit Deskpro beschäftigen. Pro Tag werden bei uns mindestens 50 Anfragen eingereicht und die Quote an "durchgerutschten" Problem oder Anfragen hat sich stark verringert. Besonders hilfreich ist die Nachverfolgbarkeit und die Integration von Hilfsartikeln, die Nutzern zur Selbsthilfe zur Verfügung stehen. Der Login per SSO von Microsoft war komplex, jetzt wo es läuft macht es das System aber für alle Beteiligten sehr angenehm, zu nutzen.
What do you dislike about the product?
Im Detail ist die Administration Verbesserungswürdig. Beispielsweise sind die Trigger, die für das verhalten des Systems genutzt werden nicht sortier-, sondern nur filterbar. Wir nutzen das System in 4 verschiedenen Abteilungen, teils mit unterschiedlichen Triggern. Sich hier zurechtzufinden ist und Änderungen einzupflegen ist unnötig kompliziert und Fehleranfällig. Besonders wenn sich jemand neu in das System einarbeiten muss.
What problems is the product solving and how is that benefiting you?
Anfragen systematisch abzuarbeiten ist mit Deskpro einfach.
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