OneDesk for Technology Support Work Management
How does OneDesk help my Support team?
Deliver Outstanding Technical Support for Your Users
Solve User Problems Faster with Technical Support Tickets
Tech customer support is a primary use case for OneDesk ticketing. Manage customer bug reports, how-to questions, and issues via omnichannel support (email, chat, portal, phone logs, API). Create sophisticated custom views based on customer tier, product module, issue severity. Implement multi-level SLAs and automate escalations. Generate rich reports on ticket volume, resolution efficiency, CSAT, and product feedback.
User Knowledgebase Provides Instant Tech Answers
Manage customer support work by treating complex issues or bug escalations as tasks. Break down bug reproduction and fixing into subtasks for investigation, coding, testing, and deployment. Use dependencies to link bug fixes to release schedules. Schedule customer follow-ups on ticket status.
Measure Time Resolving Technical Support
Tech customer support teams track time spent resolving tickets, reproducing bugs, or creating knowledgebase articles. Use OneDesk's timer directly on tickets for accurate metrics like average handling time. Analyze support effort per product, customer tier, or issue type. Optimize support resources.
Assign and Resolve Technical Support Tasks Quickly
Maximize tech customer support efficiency with automations. Automatically categorize and prioritize incoming tickets based on customer SLA or issue severity. Assign tickets based on agent skills or workload. Send automated replies with relevant knowledgebase articles. Escalate critical bugs automatically.
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