Deskpro Blog

The sovereign cloud help desk: What it is and why it matters

Madeline Jacobson — Thu, 20 Aug 2026 13:44:35 GMT

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Why Deskpro doesn’t charge for AI resolutions

Brad Murdoch — Tue, 11 Aug 2026 16:36:43 GMT

If you’re currently using or evaluating AI-powered help desk software, there’s a good chance you’ve encountered resolution-based pricing. Well-known vendors including Zendesk, Help Scout, and Fin (Intercom) offer AI tools that are priced per successful resolution. It’s most frequently used with AI chatbots, with the vendor defining success as the chatbot solving a customer issue without human agent involvement (the exact success criteria varies by vendor and can be nebulous).

What is the US CLOUD Act? A guide for help desk buyers

Madeline Jacobson — Fri, 31 Jul 2026 16:10:50 GMT

The role of data residency when choosing a help desk

Madeline Jacobson — Fri, 24 Jul 2026 13:40:15 GMT

Questions about ticket management, reporting, automation, and AI are par for the course during the help desk buying process. But increasingly, buyers are going beyond standard feature questions and asking where their data will live. The answer can make or break their purchasing decision.

Compliant help desk software: A guide for regulated teams

Madeline Jacobson — Fri, 10 Jul 2026 14:03:11 GMT

Ask a hospital IT director, a bank's compliance officer, and a city government CIO what "compliant help desk software" means, and you'll get three answers. For the hospital, compliance means HIPAA: business associate agreements, protected health information (PHI) safeguards, and audit trails. For the bank, it means SOC 2 attestations and data governance that survive an examiner's review. For the government agency, it means data sovereignty and infrastructure the agency controls.

Self-hosted help desk software: Best on-premise solutions for data control

Madeline Jacobson — Tue, 30 Jun 2026 15:51:35 GMT

While SaaS help desks hosted in the public cloud are often positioned as the default, they aren’t even in the consideration set for many support teams in regulated industries or regions with strict data sovereignty requirements. For these teams, self-hosting is often the best path for maintaining data residency, navigating compliance, and protecting sensitive information.

How Deskpro and KrispCall power omnichannel support

Madeline Jacobson — Wed, 24 Jun 2026 14:41:25 GMT

If you’re using–or thinking about using–KrispCall as your telephony system, we’ve got good news: you can integrate Deskpro and KrispCall to bring voice, SMS, and ticketing into a single help desk workspace. It’s a great way to break down silos between specialized support teams, bring all your customer interaction context into a single platform, and improve your omnichannel experience.

Deskpro named a 2026 CODiE Award finalist

Madeline Jacobson — Mon, 22 Jun 2026 15:44:27 GMT

We’re proud to announce that Deskpro Private has been named a Finalist in the 2026 CODiE Awards in the Best Customer Service Solution category.

On-premise help desk software: What it is, who needs it, and how to choose

Madeline Jacobson — Thu, 18 Jun 2026 14:53:13 GMT

Most help desk software today is cloud-based by default, and for the majority of support teams, that works fine. You get fast setup, automatic updates, and a vendor who handles the infrastructure so your team doesn't have to. But for organizations in regulated industries or with strict data governance requirements, cloud-only isn't always an option. When a compliance team rules that customer data can't live on a third party's shared servers, the default model stops working.

Custom ticketing automation: Benefits and capabilities guide for 2026

Madeline Jacobson — Thu, 18 Jun 2026 14:40:12 GMT

We’re willing to bet you didn’t enter the support field because you love answering repetitive questions and manually routing requests, and your team members probably didn’t either. Yet on most customer support and IT service desk teams, this is the work that takes up the most time. Not only is that frustrating for the team members handling support requests, but it often leads to slow response times and creates negative employee and customer experiences.