OneDesk for Government Support Work Management
How does OneDesk help my Support team?
Provide Better Support for Public Inquiries and Services
Answer Public Inquiries Efficiently with Ticketing
Citizen support centers handle a wide range of inquiries. Use OneDesk's help desk to manage tickets from phone, email, web forms, or chat. Customize views based on service type or urgency. Track response and resolution times against public service SLAs. Report on citizen inquiry trends.
Citizen Self-Help Available Through Online Knowledgebase
Organize tasks for responding to citizen inquiries or service requests (like 311). Break down complex requests into subtasks for different departments involved. Use dependencies to track handoffs between agencies. Schedule follow-ups to ensure resolution.
Measure Time Handling Public Inquiries
Citizen support centers (like 311) can track time spent resolving different types of public inquiries or service requests. Use OneDesk's timer on tickets to understand handling time per issue type. Analyze which services require the most support effort. Optimize staffing and processes.
Organize Tasks for Handling Public Inquiries
Streamline citizen support (311-style) centers. Automatically route inquiries based on service type using keywords or form selections. Send automated replies with estimated response times or links to relevant public information. Assign tickets based on workload balancing.
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