OneDesk for IT Service and Project Management

 

Internal IT departments and external IT firms use OneDesk as the all-in-one software solution. With full-featured help desk and project management, OneDesk can help IT teams manage and resolve problems faster.

Why OneDesk for IT services management?

IT service management & project management in one

OneDesk provides the unique combination of IT service desk software with IT project management. Our software provides you with the tools you need to capture and resolve IT service tickets and manage IT projects in one app.

This seamless blend of IT project management & IT service desk means that you don’t have to purchase, learn, integrate, and switch between multiple applications to get your work done.
Service desk and project management software is powerful when combined. For example, you can develop new IT requests into complete projects. Organize tickets within the projects where they will be resolved.  Link tickets to tasks or create subtasks for your tickets. Or, organize a customer’s support tickets and projects together to deliver combined reports and invoices.

task kanban board view

Manage your IT service projects

From a simple to-do list, to a complex system integration, OneDesk is used for IT projects of all kind. OneDesk’s project management software for IT companies supports the full project planning and tracking lifecycle.  Features include deep task hierarchies, Kanban boards, Gantt charts, timesheets, budgeting, project-roadmaps, reports, portfolio management, and more.

Secure cloud-based or on-premise IT service management

OneDesk is a web-based ITSM solution with a high level of security.  For instance, SSL certificates keep your online chat conversations secure, so when customers are sending activation keys and other sensitive information, they will be at ease. OneDesk also offers an on-premise ITSM solution for those teams with specific compliance needs. 

Monitor Email Messaging

OneDesk software for IT

OneDesk offers a huge range of capabilities for IT service management. Keep reading to learn more about some of the capabilities of our software solution. 

Top features for IT

Incident Management

With OneDesk’s ITSM software, customers or end-users raise tickets via email, portal, chat, forms, through integrations, or in-person. 

Enable unique ticket types — problems, incidents, service requests, or anything else. Then, automatically categorize, prioritize, and assign tickets based on type, or other flexible conditions. Create reports or view real-time analytics to help prevent future incidents.

Chat in real-time with your team or customers to diagnose and resolve IT incidents. On each ticket you can attach files, create descriptions, link conversations, view activity history, log time, and more.

Enable multiple SLA policies to ensure incidents are resolved on time. You and your team can be notified before or if an SLA is breached.

flexible ticketing system
help desk automatic replies

Change Management

Manage tickets through their complete workflow. The flexible messaging inside OneDesk IT service management allows you to simultaneously hold private internal conversations and separate client-facing discussions on the same ticket.

Create subtasks for change management tickets to create a streamlined and effective process. Subtasks are full tasks which can be prioritized, assigned, and moved around. Yet, they remain closely connected to your tickets. 

Streamline processes and shape your own workflow with configurable item types, automations, lifecycle statuses, notifications, email templates, and more. 

IT services project management

Plan your projects, tasks, costs, and schedule within OneDesk. Integrate your projects with your requests or keep them separate. Robust project management features such as Kanban boards, Gantt charts, calendars, task scoring, linked relationships, and task dependencies help you go above and beyond on IT service projects. 

calendar monthly view
tasks management collaboration

Work with your IT team

In OneDesk you can share projects with the entire team, with specific members, or keep them private. Everyone sees what pertains to them and this, in turn, will increase efficiency. Built-in IT collaboration tools let you collaborate in real-time with colleagues alongside seamless customer conversations. You can also have private conversation exclusively with you team. All conversations can be linked to a ticket or task, allowing your team to work in-context. 

ITSM on-the-go

Carry your OneDesk ITSM 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.
  • Communicate with your team or customers
  • Log work with timers and timesheets.
  • Create new tasks and submit them to your projects.
  • Update the status or progress of tickets or tasks
  • Attach files or add details to tickets or tasks
mobile task detail view

Provide IT services to your customers or end-users

customer live chat application

Provide live IT support services

OneDesk is a full-featured IT software and includes multiple self-service tools for your customers.  The live chat application allows customers to reach out to your team in real-time. Tickets can be created from live chat as well. When a ticket is created from a chat the conversation history is saved. 

IT self-service portal

OneDesk includes a web-based IT ticket portal designed especially for your customers or end-users. Customers can log-in to your portal, allowing them to view ticket status, report issues, make suggestions, and receive answers. It’s important for IT teams to keep up with customer satisfaction, and the IT ticket portal will give you the ability to properly tend to customer requests. The web portal is completely customizable – you can change the appearance, features, behavior, and customer permissions.

help desk portal app
IT services knowledgebase

Save time with the self-service knowledgebase

Always answering the same questions on which ports to use or account-related issues? Let customers find the answers quickly by publishing FAQ’s to the knowledge base. Increase customer satisfaction while reducing the workload on your support team. Your IT teams can create these articles based on popular questions that they receive in order tend to your customers’ needs quickly.

You can have more than one knowledgebase as well, allowing you to create an internal knowledgebase for your IT team. The internal knowledgebase is a single source of truth for procedures and services. 

Start a completely free 14-day trial and try OneDesk for yourself. 

Watch: Using OneDesk software for IT services and IT departments

Learn how other IT service companies use OneDesk

An IT non-profit switches from Spiceworks to OneDesk

There are many help desk software solutions available on the market today. Most of these applications provide the basic help desk functionalities but lack the ...
Read More →

How a One Man IT Firm uses OneDesk to manage his client projects and requests

Working in a small company comes complete with its own unique set of challenges. These challenges are only magnified when your company is as small ...
Read More →

How an IT outsourcing company uses OneDesk to manage their work

For up-and-coming businesses that don’t have all the resources to hire their own in-house IT team, it makes sense to outsource their IT management. This ...
Read More →

How one manufacturer uses OneDesk to manage its IT helpdesk, development, and process-automation

It might seem counter-intuitive to think that manufacturing companies want to modernize how they track their work, but in a world where manufacturing powers commerce ...
Read More →

How an IT Support Company uses OneDesk for their Help Desk

This article is part of an ongoing series where I discuss how a particular customer in a specific industry uses OneDesk. As more and more ...
Read More →

Using OneDesk for office IT departments

This article is part of an ongoing series where I discuss how a particular customer in a specific industry uses OneDesk. There comes a time ...
Read More →
Scroll to Top