OneDesk for IT Support Work Management
How does OneDesk help my Support team?
Deliver Fast and Effective IT Help Desk Support
Provide Faster Resolutions with Efficient Help Desk Ticketing
IT Help Desk or Service Desk is the core function for ticketing. Use OneDesk to efficiently manage incoming support requests from all channels – email, chat, web portal, phone logs, API integrations. Create tailored views for different support tiers or teams. Implement and monitor SLAs closely, automating escalations. Generate detailed reports on ticket volume, agent performance, and user satisfaction.
Customer Portal Offers Faster Support Resolution
While individual tickets are often the focus, complex support issues or requests can be managed as tasks with subtasks in OneDesk. For example, break down a user setup request into subtasks for account creation, permissions, and hardware prep. Use dependencies to track sequences. Schedule follow-ups.
Measure Resolution Time for IT Support
IT Help Desks use time tracking to measure efficiency and workload. Utilize OneDesk's timer directly on support tickets to capture accurate handling times. Analyze time spent per ticket type, user group, or support agent via timesheet reports. Optimize support processes and staffing.
Assign and Resolve IT Help Desk Tasks Faster
Maximize IT Help Desk efficiency with automations. Automatically categorize and prioritize incoming tickets. Assign tickets using round-robin or load-balancing rules. Send automated responses with estimated resolution times or KB article suggestions. Escalate aging tickets automatically.
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