Deskpro @deskpro

Resolved support tickets are a powerful knowledge source for your AI tools. They're also full of customer PII. Point an AI chatbot at your ticket archive and, without the right controls in place, you risk exposing sensitive data and breaching compliance. Deskpro CEO Brad Murdoch talks about this challenge in CXNetwork's new article on vibe coding in CX. He lays out four controls to put in place before using tickets as an AI knowledge source: -Redact PII before it's processed by the AI model -Scope access by department -Establish a resolved ticket timeframe -Know where your data is being processed Check out the full article here: hubs.ly/Q04ld3n60

Will we see you at CCW Vegas later this month? If you're thinking through the challenges related to compliance, data security, and AI in your support stack, we'd love to chat. Come find us at Booth 1142.

If you don't have answers to all six of these questions in writing, your team is likely making the calls for you. We've been talking a lot recently about the rise of shadow AI: employees using unsanctioned, publicly available LLMs when their company doesn’t provide approved ones. It's a challenge that's especially common for support teams, and it's creating major security and compliance risks. If you're interested in learning more about what you can do to combat shadow AI, check out our recent blog post: hubs.ly/Q04jmf370

AI hype in the customer service industry makes it seem as if every organization should already be running fully autonomous AI agents at scale. The reality looks very different. Our CEO, Brad Murdoch, recently wrote an article for Contact Center Pipeline discussing the barriers to adoption in customer service, including: -The risk of prompt injection -Public cloud vulnerabilities -Data governance challenges He also walks through the different deployment approaches organizations can take to make AI work with their security, compliance, and data privacy requirements. It's well worth the read, especially if your security or compliance team has been blocking you from using public AI models in your customer service stack: hubs.li/Q04gpqnX0

Chatbots are a highly visible example of AI in customer and employee support, but there's a lot that AI can do behind-the-scenes to help human agents resolve tickets. With AI that acts as an assistant to your agents, you get efficiency gains without losing the human touch that's still so valuable in many support interactions. Below, we're sharing four examples of ways AI can work inside your help desk to deliver quick wins.

Personio is sunsetting Conversations, its workplace request tool. While this is a disruption for Personio Conversations users, it's also an opportunity to move to a full-featured HR help desk. See how Deskpro stacks up against (and often goes further than) Personio Conversations.

AI offers a lot of great productivity and CX benefits in customer service, but until now, support teams in regulated industries have largely been blocked from using it. Our CEO, Brad Murdoch, recently did an interview with IT Tech Pulse talking about: -The AI challenges and opportunities for regulated industries -How organizations can maintain the level of control and security they need -How teams can balance automation with meaningful human interaction in enterprise service environments Check out the full interview here: hubs.li/Q04fRC__0

We had a great time at the AI Awards last night and were thrilled to be nominated in the Most Impactful GenAI in Customer Interaction category. Congratulations to category winner easyJet holidays! 🎉 We've got some exciting updates on our roadmap, and we're looking forward to next year's AI Awards. #AIA2026 #AI #TechAwards

AI doesn't have to be off-limits for support teams in regulated industries. In the video below, Deskpro's Hannah Scott talks about how our team works with regulated support teams to ensure their AI help desk meets compliance requirements from the beginning. Because nobody wants their AI pilot to get shut down three months in.

Exciting news: we're a 2026 AI Awards finalist! 🎉 Deskpro is thrilled to be recognized in the Most Impactful GenAI in Customer Interaction category: we're in great company with brands like EasyJet, EY, and Sprinklr. This recognition reflects the work our team has put into building smarter customer experiences powered by AI. Being shortlisted among industry leaders is an exciting moment for us. A big thank you to our team, customers, and partners who continue to push what’s possible every day. We’re just getting started. 🚀 #AIA2026 #AI #TechAwards

Getting started with AI in support doesn't mean rolling out every feature under the sun all at once. Instead, it's about figuring out what AI use cases will have the biggest, most immediate impact on your support operations. In the video below, Deskpro's Hannah Scott walks through our team's approach to helping our customers get started with AI. 👇

No one wants to invest time and effort in a help desk AI pilot only to have it shut down by their security and compliance teams. In the video below, Deskpro's VP of Sales and Customer Success, Hannah Scott, shares what you should do before starting your AI pilot to ensure its success.

We're thrilled to share that Deskpro is a partner for the AWS European Sovereign Cloud! This partnership is part of our commitment to supporting organizations with strict data residency and compliance requirements. Customers can now deploy their help desk environment within the AWS European Sovereign Cloud, with infrastructure entirely located within the EU and operated by EU residents. And in case you missed the announcement a few weeks ago, both Deskpro Cloud and Deskpro Private are now generally available in AWS Marketplace. If you'd like to see how our platform can improve your support operations while maximizing your AWS investments, reach out to our team.

We've been recognized as a Spring 2026 High Performer in several G2 categories, including Help Desk and Customer Self-Service. Thank you to all our customers who have contributed G2 reviews so far. We appreciate the feedback!

Our team members Cole and Hannah are having some great conversations at Consero CX, and Hannah just wrapped up a fantastic roundtable on the AI maturity journey for CX leaders. If you're at the Consero Forum in Miami, we'd love to chat and hear what you think of the event so far!

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AI transformation doesn’t mean you have to go from no AI to legions of autonomous agents overnight. We’ve put together a practical guide for support teams to put the right infrastructure in place, start small, and scale: hubs.li/Q044p8Q50

We're sharing some big news today: Deskpro Cloud and Deskpro Private are available in AWS Marketplace! This means: -Customers can choose between the SaaS convenience of Deskpro Cloud or increased security with a virtual private cloud (VPC) or AWS Outposts deployment of Deskpro Private -Procurement just got easier thanks to consolidated AWS billing -Customers can connect to the AI model of their choice via Amazon Bedrock to ensure all AI processing happens within their approved security perimeter Learn more here: hubs.li/Q045nlTf0

Gartner says AI will autonomously resolve 80% of customer service issues by 2029. But MIT says 95% of generative AI pilots are already failing. Both can be true, and that's the tension our CEO, Brad Murdoch, discusses in a new article for @techday. Brad argues that AI isn't something to rush into—the organizations that get real value from AI in production are the ones that tackle change management and security challenges before rolling it out. Give it a read if you're getting stuck in the AI planning or pilot phase: hubs.li/Q04509zZ0

Advance your support team’s AI maturity, from wherever you’re starting today. Download our guide to get past the biggest obstacles to AI implementation so you can start seeing real value: hubs.li/Q044p8H-0

Until recently, support teams in regulated industries faced a tough choice: use AI in a limited capacity due to compliance requirements, or don't use it at all. That's changing thanks to flexible and private deployment models (i.e., the ability to choose your AI model and configure it in a private or sovereign environment). In a new interview, Deskpro CEO Brad Murdoch discusses how support organizations in regulated industries are approaching AI today and how the security and compliance challenges they're facing led to Deskpro Private. Read it here: hubs.li/Q043PvNj0