HelpDesk and Project Management for Software Companies
Software Development has tons of moving parts; all which must work together and follow strict timelines in order to proceed to the subsequent phases. Your product, development, and support teams must be completely synchronized in order to have successful releases. To help maintain this connectivity amongst one another, it’s essential to have a system in place to keep everything organized. OneDesk combines Help Desk & Project Management software into a single application. It increases efficiency by eliminating the need to switch between multiple applications.
Utilizing the Help Desk side of OneDesk enables convenient ticket and customer/end-user management from all team members including: Engineers, Quality Assurance, and Technical Managers. With large volumes of incoming issues, a centralized system needs to be in place to host, organize, and manage requests. OneDesk allows you to manage tickets, maintain a knowledge base & FAQ, create automations and export intuitive reports.
The Project Management side of OneDesk is a great way to manage bug tracking, time tracking, project & iteration planning, feature prioritization and road-mapping. You can set project goals, make sure your team is on schedule, and track performance.
Help Desk for Software Companies
Provide Superior Customer Support: OneDesk’s built-in help desk software lets you capture support tickets, assign and respond to them from one centralized place. Simultaneously hold private internal conversations and separate client-facing discussions on the same ticket. If you’re building software for a customer, you can easily acquire all the necessary information through the client-facing discussions.
Project Management for Software Companies
Online Team Collaboration and Project Tracking: Plan your projects, tasks, cost, and schedule within OneDesk. Discuss tasks and issues with your team and end-users, and capture hours worked using timesheets or work timers. In OneDesk you can track tasks and issues together, view your tasks/projects as Gantt charts, and generate reports. If you’re building software for a customer, having a project management platform will allow you to meet deadlines, and reach your goals.
Discussions & Team Collaboration for Software Companies
In OneDesk you can share projects with the entire team, with specific members such as Software Engineers, QA Engineers, Full Stack Developers, or keep them private. Everyone sees only what pertains to them; and in turn, will increase efficiency. You can view your resources’ workload and easily re-assign tasks for optimal time management and work distribution between teams and members.
100s of Integrations for Software Companies
You can connect OneDesk to hundreds of web applications tailored to your needs:
- Connect with project tracking software and track dev tasks, bugs and issues within OneDesk
- Connect with version control and hosting to track/create issues, and link tickets with pull requests/commits within OneDesk
- Connect with team collaboration tools to quickly create tickets and tasks directly from your conversations in OneDesk
Reporting for Software Companies
Extract data and create insightful reports in OneDesk using pre-created templates or by customizing your own. Automatically schedule and email Excel or PDF documents. Reporting on OneDesk allows to send a copy of the report to a customer or project manager to keep everyone in the loop on the progress being made.
Assign Tasks to Teams for Software Companies
Keep your entire team in the loop (including customers) with built-in discussions and email notifications on tasks and projects. View your resources’ workload and easily reassign tasks for optimal time management and work distribution between teams and members. If you’re building software for a customer, you can easily assign or re-assign tasks amongst your team and keep track of the goals set by project managers.
Mobile App for Software Companies
Carry your OneDesk around with you. Our mobile app connects to your OneDesk account so you can:
- Access, create, and reply to Help Desk tickets
- Get notified of new assignments
- Log work with timers & timesheets
- Create new tasks and submit them to your projects
Email Integration for Software Companies
Capture and respond to customer emails directly from your OneDesk account. OneDesk will create a new ticket from the email, capture attachments, and create a new customer record if necessary. Email integration allows you to keep track of customers needs as everything gets sent directly to the OneDesk platform.
Customer Web Portal for Software Companies
OneDesk includes a web-portal designed especially for your end-users. Engage with them on your website and allow them to report issues, make suggestions, and receive answers. The web portal is completely customizable – you can change the appearance, features, behaviour, and customer permissions. If you’re building software for a customer, this web portal allows your customer to easily engage with you to be part of the process every step of the way.
Knowledge Base & FAQ for Software Companies
Always answering the same questions on release details or known issues? Let customers find the answers quickly by publishing FAQ’s to the knowledge base. Increases customer satisfaction while reducing the workload on your support team.
OneDesk can be customized to your preferences. OneDesk can be tailored specifically to your needs. With hundreds of options, you can automate responses, triage and assign incoming tickets, create custom fields, customize forms, automate tasks, and more.