Deskpro, provider of the secure, AI-powered help desk platform, announced the launch of Deskpro Private, bringing AI-powered help desk capabilities to industries with stringent security and compliance requirements for the first time. The new platform offers deployment flexibility, allowing organizations to fully leverage their AI-powered help desk service in their AWS Virtual Private Cloud (VPC), on-premises enterprise data center, or sovereign cloud. Organizations can connect to the AI ​​of their choice, including commercial, public, private, custom, and open-source models, using existing organizational accounts and APIs. This ensures that sensitive data never leaves the organization’s approved security perimeter. With Deskpro, organizations no longer need to sacrifice the measurable ROI from AI capabilities for the sake of compliance and security or data sovereignty.

Deskpro offers enterprise-level AI support to teams facing compliance obligations

While many companies have already tested and integrated AI capabilities into their support operations, organizations in regulated sectors and security-conscious businesses have often faced an impossible choice: set aside their compliance requirements to implement AI or forgo the efficiency gains this technology can offer. According to the report ” State of AI in Support Operations: Balancing Innovation and Compliance ,” which surveyed more than 200 IT and help desk leaders from the private and public sectors, only 58% of healthcare, government, and education organizations on average currently use AI, compared to 92% of technology companies. This finding highlights the impact of privacy and regulatory constraints on AI adoption in sensitive sectors. Traditional SaaS help desk providers rely on public cloud infrastructure and centralized AI processing, which poses a problem for organizations required to keep their data within security perimeters or specific geographic areas.

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“The AI ​​revolution has reached help desk platforms, but it remains very exclusive and accessible only to those willing to entrust their data to third parties. That’s something we’re changing,” said Brad Murdoch, CEO of Deskpro. “Organizations such as banks, healthcare systems, aerospace and defense contractors, and government agencies all understand the value of AI. However, the exclusively cloud-based approach to AI-powered help desk tools has left them behind, as it prevents them from adopting AI without increasing security risks or violating compliance requirements. Deskpro Private completely eliminates this dilemma. These organizations are finally able to modernize their help desk operations with AI-powered help desk software that respects their infrastructure decisions, compliance requirements, and data sovereignty needs.”

Deskpro Private solves the compliance dilemma through a unique combination of AI capabilities and deployment flexibility.

Deskpro is a secure omnichannel support platform that allows for seamless management of interactions with customers and employees across all channels (email, chat, phone, Slack, Microsoft Teams, social networks, etc.) within a single, unified solution, for consistent and personalized support.

Deskpro Private offers AI-powered help desk tools that significantly improve productivity and provide customers with faster, more accurate resolutions. These tools include an AI chatbot for diverting support tickets and self-service, AI agent-based help desk with co-pilot-style support, and AI workflows that enable sentiment analysis, intent detection, and automatic summarization of multithreaded tickets. These capabilities are now available with complete deployment flexibility on any infrastructure, allowing businesses to avoid having to choose between advanced AI features and infrastructure control.

The State of AI in Support Operations: Balancing Innovation and Compliance report also reveals that nearly 80% of hybrid support teams are currently testing AI, but that scaling to production depends on robust governance, security validation, and enterprise-grade trust. Unlike platforms exclusively based in public clouds that require data to traverse public infrastructure, Deskpro Private handles all AI operations within the customer’s chosen environment. Organizations can deploy the platform in their existing VPC environment, on-premises data center, or sovereign cloud, and securely access their cloud provider’s AI base model service (Amazon Bedrock, for example), while ensuring full jurisdictional compliance for all data, infrastructure, and operations.

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“At Deskpro, we envision the evolution of help desk as a shift from a transactional product to a strategic function—an intelligent central hub where AI can seamlessly orchestrate requests across all channels and deployment models,” continued Brad Murdoch. “There’s a lot of hype around the immediate adoption of AI, but the organizations that truly realize the value of AI are those that take the time to do it right. This means ensuring AI has access to the right data, integrating it with enterprise systems, and preparing the organization from the ground up. Deskpro Private empowers companies to use AI their way, securely, with the flexibility and governance needed to ensure maximum ROI.”

Because Deskpro Private is fully deployed within an organization’s security perimeter, businesses can confidently integrate all their data to deliver seamless, AI-powered experiences to both customers and service agents. With secure access to all relevant data, the platform allows customers to get the answers they need via an AI chatbot without waiting for human intervention. This frees up human agents to focus on resolving more complex issues that require empathy and creativity. This fundamental security and the resulting efficiency generate a tangible return on investment, as increased agent and customer loyalty directly and measurably improves business performance.

“IDC research indicates that security is a top priority for IT service management teams,” said Snow Tempest, research director in IDC’s IT Service Management practice. “There is a clear business opportunity for vendors who can offer a solution that addresses customers’ regulatory, compliance, and data sovereignty requirements.”

Deskpro’s AI model of choice allows companies to extend their AI investments to help desk services.

Deskpro customers have the freedom to choose any AI provider to leverage AI features in Deskpro Private, including:

  • Providers of commercial and public models: OpenAI, Anthropic Claude, Google Gemini, and Mistral AI
  • Open source and open weight models: Meta Llama, DeepSeek and OpenAI
  • Custom and private templates: large language templates developed by companies for their internal use

Designed to adapt to the evolving AI landscape, the Deskpro Private platform offers comprehensive private AI support and a future-ready architecture to support emerging AI providers and new fundamental models as they emerge.

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Quotes to support

“Deskpro has been invaluable in helping us manage our help desk. Thanks to the platform’s flexibility and customization capabilities, we’ve been able to maintain visibility over hundreds of tickets while ensuring the security of all our sensitive organizational data. This level of control over our help desk infrastructure has proven extremely beneficial.” – Claudio De Luca, CEO of Serverplan

“Deskpro’s robust features, flexible deployment options, and custom migration tool were a game-changer for us. We were able to seamlessly migrate all our data and ticket history, past and present, and set up our customer support service without wasting a minute. In our industry, privacy and security are non-negotiable. Deskpro’s on-premises solution meets our needs perfectly and even exceeds them.” – Ed Fineran, President of Atlantech Online

“Deskpro has proven to be an invaluable support tool for managing our help desk. The platform’s flexibility and customization capabilities have allowed us to maintain visibility over hundreds of tickets while ensuring the security of all our sensitive organizational data. This level of control over our help desk infrastructure is crucial for us. Deskpro’s implementation has now expanded beyond IT, as five other departments are now using the platform to manage their cross-departmental tickets.” – Nicholas Dress, Director of IT Service Management at Aurora Mental Health & Recovery

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Source – businesswire

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