Sold by: DeskproÂ
Deployed on AWS
Deskpro is a secure, flexible, AI-powered help desk platform that works for any team, enabling organizations to deliver exceptional support experiences and drive operational efficiency. The comprehensive solution is designed to adapt to your unique workflows, scale with your growth, and can be deployed anywhere.
Overview
Deskpro self-hosted, secure AI-powered help desk platform empowers your team to provide seamless omnichannel support, connecting with customers on their preferred channels-email, chat, social media, phone-all within a unified interface. Now, picture resolving issues faster than ever before, thanks to AI-powered automation that intelligently routes tickets, categorizes inquiries, and empowers agents with generative AI tools. Deskpro also enables you to create a robust self-service knowledge base, empowering customers to find answers independently and reducing your ticket volume. Gain actionable insights with comprehensive reporting and analytics, allowing you to track key metrics, identify trends, and continuously optimize your support operations. And with seamless integration capabilities, Deskpro connects effortlessly with your existing CRM, project management, and communication platforms, creating a truly unified workflow.
Highlights
- Deskpro offers flexible, powerful self-hosted deployment that simplifies help desk management with intuitive automation and full control over your infrastructure, whether deployed on your servers, in private cloud or behind the strict firewalls, without compromising on performance or security.
- Deskpro's AI capabilities go beyond the basics, offering the flexibility to connect your own AI models for truly customized automation and secure, intelligent support experiences.
- Seamlessly manage customer interactions across all channels-email, chat, phone, social media-within a single, unified platform, ensuring consistent and personalized support.
Details
Sold by
Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Ubuntu 22.04
Deployed on AWS
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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)Â .
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.
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Customer reviews
0 ratings
0 AWS reviews
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81 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Education Management
Great helpdesk software (with unfortunate focus on AI)
Reviewed on Aug 11, 2025
Review provided by G2
What do you like best about the product?
Deskpro is very flexible; a lot can be set by the application administrators in a friendly interface. Some examples of functionality we use:
* Brands visible on specified URLs, each with their specific customer portal where you can (de)activate modules (like news, customer suggestions, knowledge base, etc) and change the design (logo, colours and any custom CSS and HTML)
* Departments (and teams) each with their own set of custom fields, contact form field conditions
* Integrations with other applications like Jira
* Triggers and reminders on for example tickets, to assign, close, update etc based on a multitude of conditions
* Brands visible on specified URLs, each with their specific customer portal where you can (de)activate modules (like news, customer suggestions, knowledge base, etc) and change the design (logo, colours and any custom CSS and HTML)
* Departments (and teams) each with their own set of custom fields, contact form field conditions
* Integrations with other applications like Jira
* Triggers and reminders on for example tickets, to assign, close, update etc based on a multitude of conditions
What do you dislike about the product?
Unfortunately the software isn't fully localisable and translations of key content cannot be added via the API yet. This applies, for example, to titles in the documentation you publish. We work in a multilingual environment, servicing users from across Europe in about 30 languages and must use our internal translations pipeline. Not being to add or update translations via API creates a lot of manual work.
The company recently shifted focus to AI. AI can be helpful; Deskpro now can, for example, turn a few notes into a proper user reply. Their new focus seems to have completely drawn away the attention to fixing bugs and adding and improving basic functionality, however.
The company recently shifted focus to AI. AI can be helpful; Deskpro now can, for example, turn a few notes into a proper user reply. Their new focus seems to have completely drawn away the attention to fixing bugs and adding and improving basic functionality, however.
What problems is the product solving and how is that benefiting you?
Deskpro helps us service customers and partners reaching out to us. It gives us a centralised place to track and follow up on requests efficiently, instead of working with email inboxes and relying on labels and the 'read' status to organise work between different people.
Information Technology and Services
Deskpro an interesting alternative
Reviewed on Aug 11, 2025
Review provided by G2
What do you like best about the product?
Easy to handle and affordable price. The main needs are covered.
What do you dislike about the product?
The basic analytical part is complex to handle and limited by the number of possible export lines.
What problems is the product solving and how is that benefiting you?
The classic support features and the ability to customize to fit our organization.
Wholesale
A promising service with some changes needed to maximise potential
Reviewed on Aug 07, 2025
Review provided by G2
What do you like best about the product?
There are many great features of deskpro, the customisation on inboxes to help organisation, the sidebar providing helpful information on the customers that can be stored and referred to when responding to the tickets, it is simple to use and overall the layout is fairly intuitive.
What do you dislike about the product?
Unfortunately a lot of the features do not work as intended or are counterproductive, the search function often has problems and is unable to find tickets, removing cc's automatically re-adds them after every email sent which can cause e-mails to be sent in error to the wrong recipients, query type is not automatically set and must be manually selected to resolve tickets etc.
What problems is the product solving and how is that benefiting you?
Having a central email that can be monitored by entire teams to respond to customers is helpful, being able to assign tickets to individuals helps to stop duplication.
Higher Education
Very good experience with support team and most of our users are coping with recent big change
Reviewed on Aug 06, 2025
Review provided by G2
What do you like best about the product?
We had a big upgrade from old Deskpro to Horizon based platform recently,
not only upgrade was done smoothly but had good support from team regard to communications to our end users, securing it with email Spoof setting and son on.
Response to my question was fast and point was clear.
not only upgrade was done smoothly but had good support from team regard to communications to our end users, securing it with email Spoof setting and son on.
Response to my question was fast and point was clear.
What do you dislike about the product?
Our user a reported that reply to entry screen for ticket contents is very small at the bottom of it could be resizable or expanding to full height. Therefore, user has more control over the usability and more easily compose the reply.
What problems is the product solving and how is that benefiting you?
Tracking of request from various customers and party in concern, Multiple staff to handle by the group make more efficient and speedier response to those requests made,
Johnathan A.
Easy to learn and full of function
Reviewed on Aug 06, 2025
Review provided by G2
What do you like best about the product?
Coming from a different customer support ticket system that used Oracle, DP has been so much friendlier. There have been issues, but their team has been great in listening, working with us, and correcting them in a reasonable time frame (dependent upon the priority and impact of course). I am not a manager and do not have full access to all the configuration options, but what I do have access to is far more than "basic". I can create my own workflows, macros, templates and much more. It allows each user their own viewing options - everything down to which direction the email threads appear.
What do you dislike about the product?
Knowledgebase article creation I find to be pretty frustrating. There are little nuances like numbering that can be impossible to correct. They do offer two types of editors, one that is basic and limited options (default), and one that has mostly full options (html). The html editor I find is easy to break (fonts change on you, pictures sometimes don't appear correctly ect). The search functionality could be better, but
What problems is the product solving and how is that benefiting you?
Not only can it capture all the data that I can extract use to better our product and services, it also allows me to be more productive with automated workflows.