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
Deskpro Private Controller Release 2.26.5
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 DPC. 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 DPC 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 DPC 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-US/guides/deskpro-private-controller for more information and usage instructions for both the web UI and opc command line utility.
Visit https://support.deskpro.com/en-US/guides/admin-guide and https://support.deskpro.com/en-US/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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Customer reviews
Education Management
Easy Setup, Seamless Microsoft 365 Integration, and Fast Ticketing
Reviewed on Apr 14, 2026
Review provided by G2
What do you like best about the product?
Setup and deployment was very easy. It links in with Microsoft 365 and "just works". Users find it easy to pick up and use. It is very responsive, creating tickets from emails almost instantly - no waiting around. It is well priced and easily expandable when needed. Support has always been great, problems fixed very quickly. We implemented it for one department and have now rolled it out to another one.
What do you dislike about the product?
Our setup is a fairly basic one and we do not utilise all of the functionality of the system as yet - but what we do use all appears to work OK for us.
What problems is the product solving and how is that benefiting you?
Ticket management and agent reporting are the two main issues that Deskpro is addressing for us at present.
Christopher J.
Customer Service Force Multiplier
Reviewed on Apr 13, 2026
Review provided by G2
What do you like best about the product?
The user interface is clean and robust without being distracting. Also, the notifications are highly customizable and work as expected--very intuitive. My ticket and workload visibility have never been better.
The performance is very good since it was optimized for our infrastructure, and it is ver reliable. We hve not had a down-time yet.
Our team also appreciated the implementaiton team who helped us personalize our DeskPro instance. Eloise was so knowledgable and easy to work with.
The performance is very good since it was optimized for our infrastructure, and it is ver reliable. We hve not had a down-time yet.
Our team also appreciated the implementaiton team who helped us personalize our DeskPro instance. Eloise was so knowledgable and easy to work with.
What do you dislike about the product?
Deskpro ticket structure takes some getting used to. There is no "body" or "subject" to the case; only a title and the initial email or note. This is not a problem, but it is a different approach.
What problems is the product solving and how is that benefiting you?
With Deskpro's ease of use, our users are more willing to open cases on their own. And this also makes me more willing to open cases for them when necessary. Smoothing out ticket creation has saves our teams time, and also removed bariers preventing the very best service.
Dani B.
Customizable Yet Occasionally Slow Platform
Reviewed on Apr 13, 2026
Review provided by G2
What do you like best about the product?
I like Deskpro's inquisitive layout and find it very customizable. It makes it easier for me because I always know exactly where to go and can customize my main page to meet my own needs. Also, the ability to use Deskpro on mobile devices was a factor in switching to the current version.
What do you dislike about the product?
Sometimes it loads things too slow. Besides some bugs that happen every other update. On mobile devices, I can't seem to pick my categories.
What problems is the product solving and how is that benefiting you?
Deskpro doesn't solve problems directly, but it provides a communication channel for customers. Its layout makes navigation simple and lets me tailor my main page, enhancing efficiency.
R K.
Good Tracking Features, But Poor Mobile UX
Reviewed on Feb 12, 2026
Review provided by G2
What do you like best about the product?
I like the Deskpro website and appreciate the huge number of data points for tracking. It's easy to update attributes and track progress.
What do you dislike about the product?
I think the Deskpro mobile app is of poor quality and design. The user experience is not user-friendly compared to other competitors.
What problems is the product solving and how is that benefiting you?
I use Deskpro for support tickets, which helps in tracking progress of tickets and clients. It offers a huge number of data points for tracking and makes it easy to update attributes and progress.
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.