OneDesk for Government Support Professional Services Automation
How does OneDesk help my Support team?
Support Public Users & Manage Government Service Tickets
Provide Faster Citizen Support with Efficient Ticketing
Citizen Support teams in Government, OneDesk ticketing centralizes all inquiries about public services, whether from email, web forms, or phone calls (logged via forms). Create custom views like 'Social Service Application Help' or 'Permit Questions.' Set SLAs to ensure citizens receive prompt assistance. Reporting helps identify common citizen needs and improve service accessibility.
Dedicated Support Channels for Your Government Service Users
Equip your support teams to assist citizens or internal government users effectively. A client portal allows users to submit requests for help with specific government services via clear ticket forms. A comprehensive, publicly accessible knowledgebase can answer FAQs about various services, forms, and procedures. Live chat offers another channel for immediate assistance. This improves the accessibility and quality of government support.
Automate Citizen Support and Inquiry Handling.
Providing responsive support to citizens is a core function of Government. OneDesk's automations significantly improve this. Our platform lets you create workflows for handling citizen inquiries, service requests, or complaints across various channels. New requests can be automatically triaged by topic (e.g., permits, social services, public safety). They are then routed to the appropriate department or case worker. You can also use automated replies to acknowledge receipt, provide FAQs, or set expectations for response times. OneDesk’s versatile automations ensure citizens receive timely assistance. This enhances public satisfaction and trust.
Provide Better Support for Public Services
Support teams in government, giving help for public services or internal agency needs is vital for things to run well. OneDesk helps you manage support requests efficiently and improve service. Its robust features include ticketing systems for citizen or internal questions, a knowledge base for common issues, and tools to track how fast things are solved. The platform’s versatility fits various support needs, from IT helpdesks to public information services. As your agency's support demands grow, OneDesk's unique scalability ensures your services can expand to meet the need.
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