The OneDesk Helpdesk
OneDesk allows you to easily connect with, and support your customers. With OneDesk you can capture, respond to, and manage support tickets, ideas, service-requests and other customer interactions.
Chat with your customers on your website, and capture tickets and new customers with a click.
Built-in ticketing software helps you provide stellar customer service and support.
Customer web portal
Engage with your customers on your website and let them report issues, suggest ideas, and get answers.
Capture tickets and discussions by email. Get notified of new comments or status updates.
Provide superior customer support. OneDesk’s built-in helpdesk software lets you capture support tickets, assign and respond to them from one centralized place. Discuss and quickly resolve tickets with your team. Simultaneously hold private internal conversations and separate client-facing discussions on the same ticket.
Tightly Integrated Live Chat
OneDesk includes a built-in live chat app that is tightly integrated with the ticketing flow. You can put the messenger app on your website or intranet to allow your customers to chat with you in real-time. When new chats arrive, you get notified and can respond live.
OneDesk allows you to automate your workflow as well as any repetitive tasks:
- Auto-respond to new tickets
- Auto-classify new tickets, based on sender, keywords, priority…
- Automatically assign and notify agents of new tickets
- Notify customers when the ticket status changes
- Update the ticket status based on who responded last
- much more…
OneDesk includes a web-portal designed especially for your customers. Put this portal on your website to provide your customers a place to submit tickets, track them, and discuss them with you. Let customers find the answers to common questions by publishing previously resolved issues and conversations.
You can easily change the appearance, features, behavior, and customer-permissions for your portal by changing a few options in the administration panel.
Not all customer interactions can be resolved with a back-and-forth response workflow. Sometimes the customer has discovered a new issue, or has a good idea, or is requesting a new project, service or feature.
OneDesk allows you to create different workflows for the different types of requests you receive. Push some tickets into the “issue” workflow, others to the “service-request” workflow, or “feedback” workflow. OneDesk is flexible that way.
Capture and respond to customer emails directly from your OneDesk account. It’s easy to set up, just forward your incoming support emails to: tickets@(YourOrganization).OneDesk.com
OneDesk will create a new ticket from the email, capture attachments, and create a new customer record if necessary. When you reply to the ticket inside OneDesk, the customer will get your response by email. You can even customize it so that the email appears to come directly from you.
Full-Featured Project Management
One of the big differentiators of OneDesk is that it combines HelpDesk with Project Management. You can involve your customers with your projects to the extent you need and permit.
- Let customers submit new tasks or service requests by email.
- Expose project tasks or requirements on the customer portal for customer review.
- Provide a central place for customers to track and discuss ongoing projects
- Track the work for customer tickets and tasks in one place.
Powerful filtering, grouping, and views
Filter, sort and group your tickets the way you want and save that as a new view. You can also export it with a click.
- See tickets grouped by status, assignee, or customer.
- Create filters for high priority unresolved tickets
- Share views with your team or keep them private
Dashboard & Reports
A quick glance at the dashboard gives you real-time statistics about the status of your tickets, team performance and more. Export detailed reports about your feedback and support tickets in PDF or Excel formats.
Download our OneDesk Mobile App
Available for iOS and Android, the OneDesk mobile app lets your team access their OneDesk account while on the go. Let your agents access and work on their assigned tickets directly from their phone, whether they are at their desk or off-site.
- Access their assignments.
- Reply to and resolve tickets.
- Submit timesheets to log work performed.
- Follow and engage in discussions on items with customers and colleagues.
Sign up and try it out.
Sign up and try out OneDesk for yourself. No credit card required.