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Deskpro

SUPPORT
Velocity5.0

Helpdesk and customer support software with ticketing, live chat, and AI tools

www.deskpro.com ↗

Deskpro's last four releases tell one story: making AI safe enough for regulated buyers.

ai governanceprivate aihelpdeskmodel providersaccessibility
◆Current state
Deskpro ships large, infrequent releases that pair a headline AI change with a long tail of fixes. 2026.4 sits at the polish end of that cycle — reply routing back to the address a person actually wrote from, Help Centre articles saving again, the Macros admin page loading on MariaDB — with one structural change: AI features now resolve datasource access from the trusted service making the request rather than from the request itself.
◆Where it's heading
Since late 2025 the through-line has been control over where inference runs and what it can read: self-hosted Private AI, then Berget AI for European hosting, then Snippets as a grounded reply source, then selective re-indexing so large help desks could actually use it, now server-side datasource permissions. Model choice keeps broadening alongside it — Gemini 3 Pro arrived in 2026.3 — but governance, not model access, is what separates these releases from competitors'.
◆Prediction
Expect the next release to continue on AI permissions and audit visibility plus additional model providers; the accessibility work spread across admin pages suggests the WCAG effort is mid-flight rather than finished.

◆Recent moves

  1. 7d ago

    AI datasource access moves server-side; ticket and macro fixes

    The cleanup release in the arc: AI chat can draw on files and web pages again, but access is now decided by the calling service rather than the request, and the Twilio credit cache drops PHP unserialization for JSON.

    View source ↗
  2. 1mo ago

    Gemini 3 Pro support and CJK-language AI replies

    Model choice widens to Gemini 3 Pro and the 2.5 line while AI replies and summaries start respecting the ticket's language, extending the AI work to Japanese, Chinese, and Thai desks.

    View source ↗
  3. 2mo ago

    Selective AI re-indexing for large help desks

    Scale work on the AI layer: editing one datasource no longer re-indexes everything, which is what made the feature practical on large help desks rather than merely available.

    View source ↗
  4. 6mo ago

    Snippets become an AI reply source; Berget AI for EU hosting

    Grounding improves as Snippets become an AI content source, so suggestions come from replies agents already trust, and Berget AI adds a European-hosted option to the Private AI story.

    View source ↗
  5. 8mo ago

    Private AI: run model execution in your own infrastructure

    ⚡ SPARK

    The origin of everything above: once customers could run the models themselves, each following release has been about controlling what those models may read.

    View source ↗
  6. 11mo ago

    DocuSign integration and WCAG AA Help Center theme

    The release before the AI push, focused on integrations and the customer-facing surface: a DocuSign app, a WCAG AA Help Center theme, and richer Slack triggers.

    View source ↗