Deskpro brings cloud & VPC help desks to AWS shopfront
Deskpro has listed two versions of its help desk software-Deskpro Cloud and Deskpro Private-on AWS Marketplace, giving AWS customers a choice between a software-as-a-service deployment and a virtual private cloud setup.
The listings place Deskpro in Amazon's software catalogue, which many organisations use to procure third-party tools alongside cloud infrastructure. Buying through AWS Marketplace can also align purchases with existing billing and cloud spend arrangements.
Deskpro Cloud is the company's hosted service. Deskpro Private runs inside a customer's AWS virtual private cloud, which can appeal to organisations that need greater control over network boundaries and data handling.
Security perimeter
Both versions can connect to a customer-selected artificial intelligence model through Amazon Bedrock, AWS's managed service for accessing foundation models. Deskpro said this keeps AI processing within the customer's approved security perimeter.
Deskpro positions the VPC option for regulated sectors and environments that require strict controls over where data is processed and stored. It cited financial services, healthcare, aerospace and defence contractors, government agencies, and manufacturing.
The help desk platform supports customer service and internal employee support. It covers multiple channels, including email, chat, phone, Slack, Microsoft Teams, and social media.
For organisations choosing Deskpro Private, the software can run entirely within an AWS VPC. This deployment can simplify compliance discussions for teams that need to keep sensitive support data inside defined network boundaries. It may also shape how companies integrate the tool with internal systems and AWS-hosted data sources.
Procurement route
AWS Marketplace is a common route for vendors seeking customers that prefer to buy software through existing cloud procurement processes. For buyers, it can reduce the number of separate vendor contracts and align purchasing with AWS account administration.
Deskpro said the listing includes flexible pricing options. It also highlighted that customers can apply AWS Enterprise Discount Program commitments or existing AWS credits through standard purchasing mechanisms-an important factor for organisations that manage software spend as part of broader cloud consumption plans.
Beyond deployment choice, Deskpro highlighted features such as intelligent routing, categorisation, and generative AI tools. It also referenced integrations with AWS services and the option to negotiate private offers with custom pricing and contract terms through AWS Marketplace.
Automation focus
Over the past two years, help desk platforms have added generative AI features aimed at deflecting routine queries, drafting agent responses, and improving ticket triage. Buyers have also questioned where prompts and support data are processed, and what controls exist around retention and access.
VPC deployments can address some of those concerns by keeping more components within customer-controlled cloud environments, though they can also shift operational responsibilities. SaaS deployments can reduce operational overhead, but some organisations prefer the added controls of private cloud arrangements.
Deskpro said the AWS Marketplace listings are intended to meet these differing requirements and shorten procurement cycles for AWS customers.
"We want to meet our customers where they are. With Deskpro Cloud and Deskpro Private, we're able to provide our customers with flexible hosting options to meet their specific needs, including virtual private cloud deployment, a must for organizations in highly regulated industries," said Brad Murdoch, CEO, Deskpro.
Deskpro Cloud and Deskpro Private are available now on AWS Marketplace.