Feature Comparison

Browser  
Access from any desktop or mobile browser

iOS & Android apps  
Access work, send messages, and log time on-the-go

HIPAA  
Stay compliant with a HIPAA-enabled account

Cloud  
Access your OneDesk from anywhere

On-Premise  
Host OneDesk on your own servers, including Azure, AWS, and more

Multi-language platform
OneDesk is available in multiple languages: Spanish, French, Italian, Portuguese, German, Dutch, and more

Direct email integration
Out-of-the-box email integration for sending and receiving emails

Outlook email integration
Out-of-the-box integration with Outlook. Create tickets from incoming emails and send outgoing emails directly from your inbox without leaving OneDesk

Gmail email integration
Out-of-the-box integration with Gmail. Create tickets from incoming emails and send outgoing emails directly from your inbox without leaving OneDesk

Multiple inboxes
Connect more than one inbox to receive tickets and send replies

Custom SMTP / IMAP
Create tickets and send replies using your own custom SMTP or IMAP connection

Email tracking
Track your sent and received emails

Shared inboxes
Support for connection of shared inboxes

Email filtering
Filter incoming emails based on subject, domains, and email address.

Email to ticket
Capture tickets from email with all the required information including customer details and attachments

Multiple SLA policies
Create multiple SLA policies for each client, service, and more

Canned responses
Answer customers quickly with custom pre-written replies

Satisfaction surveys (CSAT)
Capture feedback with customer satisfaction (CSAT) surveys

Ticket forms
Capture tickets from customizable forms

Ticket templates
Easily log new tickets from templates

Conditional ticket fields
Shows custom fields depending on the selection to create a better experience

Ticket dispatch
Assign tickets to users or teams

Ticket automations
Automate your ticket workflow from replies, assignments, updates and more

Ticket portal
A dedicated space for your customers to view and stay updated on their requests

Round robin ticket assignment
Automatically assign tickets by rotation through a team or selection of users

Workload based ticket assignment
Automatically assign tickets based on user workload

Advanced project management
Plan and track every aspect of your projects

Gantt chart
Outline the timeline of your projects and keep track of progress in real time

Kanban
Visualize and manage your tasks as cards on a board, grouped by status, priority, or user

Task calendar
Visualize and plan your tasks and projects with the calendar view

Task templates
Easily create new tasks from templates

Project templates
Easily kick-start new projects by automatically populating project tasks, assignments, and more.

Scheduling
Schedule to-the-minute using a variety of views and the smart scheduler

Portfolios
Organize your projects into portfolios

Folders
Create further structure to your projects with folders.

Custom views
Create and save your own views with hundreds of filters and groupings

Smart scheduling
Automatically generate optimal timelines for your projects

Project automations
Configure your unique workflow with project automations

Resource & capacity planning
Maximize your resources with capacity tracking

Archiving
Hide inactive work, with the option of viewing anytime

Subtasks
Breakdown work with full-featured subtasks

Dependencies
Create dependencies such as start-to-finish and finish-to-start

Predecessor successor tasks
Update or start successor tasks automatically

Task views (list, board, Gantt, calendar)
Work how you want with multiple views

Recurring tasks
Create and schedule recurring tasks.

Milestones
Mark the events that need to be completed at each phase.

Task forms
Log and capture requests with custom task forms.

Conditional task fields
Shows custom fields depending on the selection to create a better experience

Timer
Easily track time on tasks and tickets

Timesheets
Easily track time on tasks and tickets.

Mobile time tracking
Log timesheets or start and start your timer while on-the-go

Timesheet approvals
Admins can review, approve or reject timesheets with a click of a button

Timesheet automations
Setup custom workflows based on timesheets

Required fields
Ensure all the necessary timesheet details are filled out.

Timesheet reports
See a breakdown of logged hours by team, project, customer, date, and much more.

Billable rates
Set billable rates based on customer, team, project, and more.

Prepaid hours
Reduce time from your customers prepaid hours.

Real-time chat
Enable live chat between your customers and users

Web widget
Embed chat and other customer support tools directly on your website

AI agent
Provide 24/7 support with an AI live chat agent.

Offline / Online
Set your live chat offline or online

Branding
Customize your live chat with your own colors and logos.

List (Flat)
Get a clear picture of work with the list view

Dashboard
See what you need to work on next with a dashboard for you and your team's work

Gantt chart
Outline the timeline of your projects and keep track of progress in real time

Kanban
Visualize and manage your tasks as cards on a board, grouped by status, priority, or user

Calendar
Visualize and plan your tasks and projects with the calendar view.

Shareable views
Share your custom view to users or teams

Workload
Monitor the workload and capacity of your team

Custom views
Create and save your own views with hundreds of filters and groupings

AI agent
Provide 24/7 support with an AI live chat agent

AI copilot
Aid your agents with AI generated replies and suggestions

AI knowledge base summary
Summarize content and aid self-service with AI integrated into your knowledge base

AI ticket deflection
Reduce volume by enabling AI answers before ticket submission

AI trained on your data
Your AI gets smarter as you create content. Train your AI on webpages, knowledge base articles, canned responses, and replies

Self-service
Provide 24/7 support with self-service tools including the knowledge base, community forum, portal, and more

Customer knowledge base
Help your customers find answers by creating a knowledge base of articles, FAQs, and guides

Internal knowledge base
Create a single source of truth for your team

Rich text article editor
Write articles with the easy-to-use text editor

Multiple knowledge bases
Create more than one knowledge base for your customers, services, or brands

AI summaries
Summarize content and aid self-service with AI integrated into your knowledge base

Community forum
Enable comments and conversations on your knowledge base

Styling
Customize your knowledge base with your own colors and logos.

Knowledge base search
Aid findability with search across your knowledge base and categories

Knowledge base categories
Organize your articles into parent and child categories.

Ask the AI
Summarize content and aid self-service with AI integrated into your knowledge base

Home page
Create a custom landing page for your customer-facing apps.

Macros (bulk actions)
Perform bulk actions easily with macros

Workflows
Automate a unique workflow with flexible automation rules

Assignments
Automate assignments from a huge variety of possibilities.

Replies
Create auto-replies from a huge variety of trigger conditions.

Smart scheduling
Automatically generate optimal timelines for your projects.

Availability-based routing
Automatically generate optimal timelines for your projects.

AI integration
Provide 24/7 support with an AI live chat agent.

Round robin
Automatically assign tickets by rotation through a team or selection of users

Local number
Choose your own local number

Call notes
Log notes during and after calls

Voicemail
Capture voicemail for missed calls

Recording
Records calls for easy reference

Queues
Setup call queues for users or teams

Call metrics
KPIs for missed calls, call times, and more

Interactive voice response (IVR)
Route customers to the right user or team

Custom greetings
Create custom greetings via audio files or text-to-speech

Mute & hold
Mute, unmute, and hold from the call panel

Business hours
Set business hours and send to voicemail when offline

Call wrap-up time
Automatically track wrap-up (after call) time

Unlimited customers / clients
Customer accounts are free and unlimited

Customer invoicing
Bill your clients for hours and projects

Home page
Design a custom landing page for your customer tools

Live chat
Provide fast and efficient support with live chat

Portal
A source of truth for your customers

Request forms
Capture requests using customizable forms

Knowledge base
Create articles and guides to aid customer self-service

Web widget
Give easy access you your chat, portal and other customer tools from your website

WordPress / Joomla plugins
Embed the widget to your site using the WordPress or Joomla plugins

Shopify / Wix
Embed the widget to your site with support for Wix or Shopify

Email notifications
Receive message and assignment notifications via email

In-app notifications
Receive in-app sound and bubble notifications

Push notifications
Receive message and assignment notifications via push on mobile app

@ mentions
Loop in your team or customers with @ mentions

File attachment
Send attached files or attach files to your tasks, tickets or projects

Teams
Group users into teams for improved assignment and collaboration

Multiple assignments
Assign teams or multiple users to work

Internal conversations
Send private messages between your team

Following
Stay notified by following work

Mobile messenger
Update your team or respond to your customers from anywhere

Pre-built live dashboard
Stay on top of your work with a dashboard of pre-chosen widgets

Custom live dashboard
Stay on top of your work with a custom dashboard

Pre-built reports
See a breakdown of hours, tickets, tasks and more with pre-built reports

Change history audit
See activities and changes made to work

Custom reports
Create reports on almost anything using hundreds of options

KPIs
Keep on top of key performance indicators with charts, reports, and more

Charts
Real-time charts and graphs for KPIs

Report scheduling
Send reports to customers or colleagues
by email automatically

Exporting
Export from your custom work views

Quoting
Create and send quotes for projects or prepaid hours.

Invoices (time and materials)
Create and send invoices based on your tracked billable time

Invoices (flat fee)
Create and send invoices for your flat fee projects.

Prepaid hours
Reduce time from your customers prepaid number of hours.

Quickbooks Online (QBO)
Copy over or send OneDesk invoices with QBO

Workload
Monitor the workload and capacity of your team.

Resource planning
Plan projects, tasks, assignments, and more

Resource assignment
Assign resources

Vacation
Set vacations for capacity planning

Working hours
Set working hours on a company or user level.

Statuses
Customize your statuses to fit your workflow

Task types
Create multiple task types each with their own workflows

Ticket types
Create multiple ticket types each with their own workflows

Custom fields
Capture information specific to your workflow

Templates
Easily log new work from templates

Email content
Customize automated emails and notifications

Webforms
Capture requests from your customers with custom forms

Custom IDs
Configure unique prefixes to your ticket or task types

Tags
Configure unique tags to classify your work

Views
Create and save your own views with hundreds of filters and groupings

Logos
Remove the OneDesk branding from your customer-facing tools and emails

White label
Brand the OneDesk web app with your own colors and logo

Custom Domain (portal, kb..)
Host the customer-facing apps on your domain for more personal branding

Outlook email
Connect to your Outlook inbox to capture tickets and send emails.

Outlook Calendar
Connect your Outlook calendar events to your OneDesk use calendar and vice versa

MS Teams
Create tickets from Teams messages and sync updates between systems

OneDrive / Sharepoint
Easily share files from your cloud storage

Azure Active Directory
Onboard your team with AAD import

Gmail
Connect to Gmail to capture tickets and send emails.

Google Calendar
Connect your Google calendar events to your OneDesk use calendar and vice versa

Cloud storage platforms (Google Drive, Box, Dropbox)
Easily share files from your cloud storage

Quickbooks Online (QBO)
Copy over or send OneDesk invoices with QBO

Out-of-the-box integrations
Streamline your workflow with dozens of other built-in integrations

Zapier
Connect to hundreds of other apps using Zapier integration

REST API
Access to OneDesk Public REST API (API key consumes a license)

Single Sign On (SSO)
Enable SSO for either customer or user accounts

SAML or Open ID
Support for SSO with SAML or Open ID protocols

Two-factor authentication (2FA)
Extra security with two factor authentication via email

Audit log
A full log of activities and changes made by your users and customers

Role based permissions
Set permissions for each user

On-Premise  
Host onedesk on your own servers, including Azure, AWS, and more

HIPAA-enabled
Stay compliant with a HIPAA-enabled account, which includes the BAA with OneDesk

Forced timeout option
Option to force re-authentication after 3 hours of no activity

Project permissions
Set permissions based on project

HIPAA
Stay compliant with a HIPAA-enabled account, which includes the BAA with OneDesk

On-Premise  
Host onedesk on your own servers, including Azure, AWS, and more

AI
Use the power of AI to assist your agents and support your customers

Inbound Voice
Answer customers and log tickets via incoming calls

Self-service knowledge base & videos
Access to hundreds of support articles and video guides

Live chat support
Free support via live chat

Email support
Free support via email

Support sessions
Free live support calls and screen sharing

Onboarding session
Free live session for training and setup

Menu of services
Access to additional paid menu of services