Software for IT Teams

Help Desk & Project Management App

Whether you’re an internal IT team or part of an external agency providing IT support, you play a critical role in maintaining an organization’s infrastructure and providing digital security. Your team is responsible for providing on-demand services, maintaining computer operations and managing devices and servers. The challenge lies in responding to incoming support requests and juggling multiple IT projects that requires coordination with clients and colleagues.

IT Teams experience several challenges in their day-to-day operations. OneDesk overcomes these challenges by providing a multi-channel ticketing system that automates repetitive tasks, helps you plan and execute company-wide projects.

IT Requests

Clients and internal teams submit IT requests on a daily basis. These requests describe the nature of the problem and contain relevant attachments such as screenshots. By quickly resolving these requests, IT Teams can improve their processes and ensure everything is running smoothly.

OneDesk Manages your Tickets

With OneDesk’s ticketing system, you can track, monitor and resolve tickets in one centralized location. Capture tickets in multiple ways and customize ticket forms to gather all the necessary information. OneDesk allows you to prioritize tickets and auto-assign team members to ensure quick ticket resolution.

IT Requests

IT Deployments

IT Deployment involves the process of rolling out new software for business and clients. This includes tracking and recording all the steps needed to complete the process. It is essential for IT teams to monitor each step to ensure everything is up and running.

OneDesk Streamlines IT Deployment Process

OneDesk enables you to create task templates to simplify your software deployment process. The templates ensure team members complete one task before moving on to the next. By cloning templates, you have a task checklist in place, along with the same assignees and followers.

IT Deployments

Time Tracking

Tracking time has several benefits. Time tracking allows IT to monitor team productivity and bill customers based on their work hours. Through time tracking, IT teams can identify how much time to spend on each task, and enables them to prioritize tasks at the appropriate level.

OneDesk Tracks Time

With OneDesk, you can add timesheets to your tickets, tasks and projects. You can then monitor where your hours are spent and whether there needs to be a reallocation. This enables your team to stay focused on the tasks at hand and review them afterwards.

Time Tracking

Service Level Agreements (SLAs)

SLAs are policies that define the level of service you deliver to your clients. SLAs can define the ticket response time, the ticket resolution time and more. IT teams generally use SLAs to measure and improve the responsiveness of their teams and increase customer satisfaction.

OneDesk Automates SLAs

OneDesk automates linking SLA policies to support tickets. This eliminates the need to add SLA policies to each ticket-type and reduces repetitive work for your team. You can then monitor SLAs by their breaches, priority, assignees and more.

Service Level Agreements (SLAs)

IT Projects

IT Projects require collaboration with teams and client to identify and implement appropriate solutions. These solutions may contain bugs, feature-requests, or updates that are resolved via ongoing communication between the IT team and stakeholders.

OneDesk Promotes Collaboration

OneDesk’s communication features enable your customers and users to submit feedback and report bugs. You can hold discussions about your end-users’ needs or ask more questions on reported bugs. With the file-sharing option, you can easily attach files and keep everyone updated about new releases and products.

IT Projects

OneDesk for IT Teams

OneDesk makes planning and working on IT projects simple. With OneDesk, you can create strategies and plans to monitor projects from start to finish. OneDesk keeps everyone in the loop and captures interactions for future references. OneDesk allows you to respond to client inquiries, automate processes, log time and generate powerful reports.

Why OneDesk?

OneDesk is a combination of HelpDesk and Project Management in one application. With a built-in CRM, OneDesk stores information of your employees, customers, external agencies, helping you manage your communication with all parties. OneDesk makes it easy for you to manage projects without the need to purchase, learn, integrate and switch between multiple applications and allows you to respond to client inquiries immediately.

OneDesk for IT Teams

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