Software for IT Service Companies
The demand for immediate assistance and support is at an all-time high as technology continues to see rapid developments. OneDesk combines Help Desk & Project Management software into a single application – it increases efficiency by eliminating the need to switch between multiple applications. Implementing a unified system means every member on your support team can work concurrently.
Utilizing the Help Desk side of OneDesk enables convenient ticket and customer/end-user management from all team members including: Network & Systems Architects, Administrators, Analysts, Technicians, Developers, and Agents. 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 security and IT compliance projects, network planning and management, new development, as well as office relocation or upgrade projects. You can set project goals, make sure your team is on schedule, and track performance.
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.
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.
Discussions & Team Collaboration
In OneDesk you can share projects with the entire team, with specific members such as IT Coordinators, Network Administrators, or Technicians, 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
You can connect OneDesk to hundreds of web applications:
- Connect with project tracking software and track bugs and issues within OneDesk
- Connect with directory service software for user authentication/identity in OneDesk
- Connect with business collaboration software and share intranet/internet sites, and simplify content management in OneDesk
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.
Assign Tasks to Teams
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.
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
Live Chat with Customers and End-users
Offering live chat capabilities to help diagnose and resolve issues is an effective way to handle requests in real-time. OneDesk utilizes SSL Certificates to keep your online chat conversations secure, so when customers are sending activation keys and other sensitive information, they will be at ease.
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.
Customer Web Portal
OneDesk includes a web-portal designed especially for your end-users. Engage with them on your intranet or 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.
Knowledge Base & FAQ
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. Increases customer satisfaction while reducing the workload on your support team.
OneDesk can be customized to your preferences. With hundreds of options, you can automate responses, triage and assign incoming tickets, create custom fields, customize forms, automate tasks, and more.