Deskpro Horizon
Our re-imagined interface elevates the support experience for your team and end-users.
Deskpro Horizon
Upgrade your Deskpro help desk to Horizon
Deskpro Horizon, the latest version of our product, is now available to be deployed On-Premise.
Upgrade your help desk to our re-imagined platform and gain access to the latest features Deskpro has created and the innovative On-Premise Controller.
Welcome to Deskpro Horizon
Deskpro Horizon is the next generation of Deskpro's On-Premise help desk software. It's the software you already know and trust, but with a fresh, faster, and more powerful interface plus a range of new and improved features, we are excited to introduce you to it.
Deskpro Horizon is also part of our commitment to On-Premise as a deployment model. While Cloud is a great model for a lot of our customers (and you can always migrate between the two), we have continued to invest heavily in our On-Premise model for customers using that deployment option. We are pleased to announce the On-Premise Controller, a drastically improved way of installing and managing your Deskpro On-Premise deployment.
The section below introduces you to some benefits of Deskpro Horizon over your current Deskpro deployment and the features and benefits of the On-Premise Controller. You then have a choice on how to upgrade to Deskpro Horizon: i) you can self-upgrade, ii) use our managed service to upgrade, or iii) if your needs have changed, you can migrate to our AWS-powered Cloud Solution.
The formal release of Deskpro Horizon On-Premise is only the start of the journey. Our development team at Deskpro has tripled in size over the last couple of years, so we now release weekly updates to the software and have a range of exciting improvements coming over the next few months.
Our team is focused on making upgrading to Deskpro Horizon as simple as possible; we look forward to assisting in any way we can.
Your new Deskpro solution
Get to know Deskpro's new platform
On-Premise Controller
Manage your On-Premise instance with ease using our new sever management platform.
NEXT STEPS
Upgrading your account to Horizon
Check out our resources to find out more about the upgrade and how you can begin the process.
Horizon Upgrade Guide
Learn about the upgrade process and access documentation detailing your upgrade process.
Assisted Upgrade
Let the Deskpro team manage your help desk's upgrade to Deskpro Horizon.
Migrate to Cloud
Move to Deskpro Cloud and we upgrade you to Horizon on the hosted version of our software.
FAQs
Frequently asked questions
Check out the questions below to get answers to the most common questions about your On-Premise upgrade. Or if you still have queries, you can get in touch with our support team.
What version of Deskpro am I using? And what are the different names?
Throughout the upgrade, we will refer to two Deskpro products, Deskpro Legacy and Deskpro Horizon. In the past, Deskpro Legacy was called Deskpro v5.
You can see screenshots of the interfaces to determine which version you use here.
Is Deskpro Horizon a new product?
Deskpro Horizon is the next generation of Deskpro (it's 6th generation to date). It retains and improves on the functionality from the previous version with an updated user interface and a range of new features.
Do I need to pay to upgrade to Horizon?
No, you can take care of the upgrade yourself, however, you can pay for an assisted upgrade if you want the Deskpro team to take care of the upgrade for you.
When should I upgrade?
That is up to you, but we would recommend upgrading now to ensure you're on the most up-to-date platform and get access to the On-Premise Controller.
Is Deskpro Legacy still supported?
Yes, the product is supported - but it is not under active development apart from security issues. We will give a year's warning before Deskpro Legacy goes to End of Life.
How can I get my agents ready to use the new version?
We have several resources and services available to get your Agents prepared to use Deskpro Horizon:
- Horizon Training Article: This article highlights the differences between Deskpro Legacy and Horizon.
- Horizon Agent Guide: Our extensive guide shows Deskpro Agents how to use the different features of their help desk.
Additionally, you can purchase training and certification for your Agents if you want specialized training before your Agents move to Horizon.
How can I prepare for the changes to the Admin interface?
We have created a Knowledge Base Article that outlines some of the primary changes for Admins on Deskpro Horizon, access that here.
Or get a more in-depth look at Deskpro Horizon configuration in the Admin Guide.
What is the upgrade process like?
We have made the upgrade process as simple as possible so you can easily upgrade your help desk to Horizon.
You can follow along with our Horizon Upgrade Guide and upgrade videos.
Can you upgrade my help desk for me?
Yes, our Tech Support team can run an assisted upgrade for you to take care of your help desk's upgrade to Horizon.
Can I migrate to Deskpro Cloud?
Yes, you can migrate to Deskpro Cloud. Get more information about Deskpro Cloud here.
Get in touch to arrange a Cloud migration and upgrade to Horizon.
What's next with Deskpro Horizon?
We have spent the last few years rebuilding Deskpro to release the product you can now upgrade to. During that time our development team has tripled in size; they are now all working away on improvements ranging from the smaller UI/UX improvements and bug fixes to major new features. We've got a lot to show you this year.
We release an update on a weekly cycle, you can view what's change each week in our news.