Deskpro Blog

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.

Enterprise help desk software: What to look for and what to avoid

Madeline Jacobson — Thu, 18 Jun 2026 14:40:04 GMT

An enterprise’s help desk needs look a lot different than SMBs’. While a small business might be able to get by with a basic ticketing system, or even a shared email inbox, enterprises need a service desk to manage large support teams, high ticket volumes, multi-department workflows, and strict security and compliance requirements. Help desk software that is built for a general audience doesn’t always scale neatly to enterprises, especially those in regulated industries.

Why so many support systems become “Frankenstein” help desks

Lara Proud — Thu, 18 Jun 2026 14:39:57 GMT

Support setups don’t suddenly break, but they can slowly become harder to manage as workflows, teams, channels, and automations grow over time. Explore why support systems become fragmented, how migrations often expose operational issues that already existed underneath the surface, and what teams should map out before rebuilding or scaling their support operations.

The risk of shadow AI in customer support (and what to do about it)

Madeline Jacobson — Thu, 18 Jun 2026 14:39:48 GMT

Has your organization approved specific AI models and invested in AI-powered software for your support team? If not, there’s a good chance your support agents are using AI anyway.

Questions to Ask AI Help Desk Solution Providers

Madeline Jacobson — Wed, 06 May 2026 23:00:00 GMT

If you’re in the market for a help desk, you’ll be hard-pressed to find a vendor that isn’t actively promoting their AI capabilities. At this point, having AI is table stakes: what matters is whether those AI features support your team’s workflows, improve the customer experience, and can be deployed without putting your organization at risk for data leaks. An AI help desk that seems impressive at first glance may not meet your real-world support needs or may never get off the ground due to security or compliance issues.

Replacing Personio Conversations with Deskpro for HR Ticketing

Madeline Jacobson — Mon, 04 May 2026 23:00:00 GMT

HR software company Personio is retiring Conversations, their HR ticketing system, at the end of June 2026. Their plan is to transition customers to Personio Assistant, an AI chatbot intended to deflect HR tickets. However, this leaves customers who still want or need a structured help desk with a critical workflow gap.

Replace Jira Service Management Data Center with Deskpro Private

Madeline Jacobson — Wed, 29 Apr 2026 23:00:00 GMT

Jira Service Management is going cloud-only. You don’t have to.

Atlassian is sunsetting Jira Service Management (JSM) Data Center, its on-premise help desk product. They stopped selling new licenses in March 2026 and entered into a three-year “wind-down” period, during which they will no longer release new Data Center features or fix non-critical bugs. Full end-of-life occurs in March 2029. At that time, all Data Center instances become read-only: you can access data, but you can’t make any changes, and Atlassian won’t provide any technical support.

Best Jira Alternatives for IT & Support Teams in 2026

Madeline Jacobson — Wed, 15 Apr 2026 10:58:05 GMT