|
By Erin Richardson
Imagine a typical morning for your support lead. A customer, let’s call him John, forgot how to update his billing information. John goes to your website, finds your support email, and sends a message. That email enters your help desk as a ticket. Your agent, Sarah, sees the notification, opens the ticket, identifies the issue, and manually types out the same three-step process she has explained twelve times already today. She hits send, and John finally gets his answer.
|
By Erin Richardson
Projects are super important to a service-based business. But the actual intake process can be complicated, usually due to a lack of organization and formal processes. How do you decide what to take on? How do you make sure you don’t overpromise and underdeliver? The answer is a Project Intake Process, and if you aren’t using PSA (Professional Services Automation) software like OneDesk to handle it, you’re probably working harder than you need to.
|
By Erin Richardson
When you first start a business, spreadsheets are a great way to stay organized. They are flexible, easy to use, and free. But as your team grows and you take on more clients, relying on spreadsheets to manage your operations usually leads to more work, not less. If you feel like you are spending too much time updating rows and columns instead of focusing on your actual work, here is why a PSA (Professional Services Automation) tool like OneDesk is a better fit for your growth.
|
By Erin Richardson
If your customer support strategy still involves people logging into one shared Gmail account, you’ve likely experienced a kind of ‘support black hole’. This problem involves missed emails, agents replying to the same customer with different answers, and losing track of which issues are resolved and which are still in progress. The problem is Gmail isn’t a ticketing system, so eventually your team will outgrow using just email.
|
By Erin Richardson
If you’re running a service-based business or managing complex projects, you might be familiar with ‘tab fatigue’. This is when all your requirements are in different places. This means switching tabs to check dates in one tool, update your client via email, log time in another tool, and manually copy data between them all. When your data is fragmented, things slip through the cracks. Deliverables are missed, a timeline slides, or a milestone is reached but the invoice is never sent.
|
By Erin Richardson
If you’re managing IT requests through a standard Gmail or Outlook inbox, you already know that many incoming emails are tickets that need to be tracked, worked on, and closed. Managing tickets from an inbox is a manual process. You have to read the email, decide who is best to handle it and forward it to them. Then you need some way to keep track of what’s been answered or what needs follow-up. This results in a lot of back and forth and wasted time.
|
By Erin Richardson
Support agents need to manage high ticket volumes on top of maintaining high CSAT (Customer Satisfaction) scores. Despite this, customers expect fast support. This is why support agents need tools that work with them, not against them. OneDesk is a uniquely powerful tool because it combines a full-featured help desk with robust project management. This integration eliminates the need to switch between apps, but the real productivity boost lies in how you use its advanced features.
|
By Erin Richardson
Your team’s knowledge is a valuable asset. In OneDesk, your knowledge base provides a self-service hub for your customers (or agents!) to find solutions. Every resolved ticket contains information that could help the next customer, and the one after that. But documenting solutions, managing knowledge, and creating articles takes a lot of time.
|
By Erin Richardson
Many companies slow down their productivity and profitability by using outdated manual data entry. These seemingly small admin tasks lead to a number of hidden costs that can affect your entire organization. This problem typically arises from businesses using multiple disconnected tools.
|
By Erin Richardson
In the world of customer support, time is a critical resource. Every moment an agent spends reading through conversations threads and ticket history is a moment a customer is left waiting. This information overload is a primary driver of slow response times. But what if your team could understand the entire context of a customer issue in seconds, without all the back-and-forth conversation? This is the power of OneDesk’s AI-powered ticket summaries.
|
By OneDesk Software
Get a quick introduction to the OneDesk workspace. OneDesk offers products for Help Desk, Project Management and Professional Services software all in a single connected application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
|
By OneDesk Software
Project management product demo. Basic of the interface, creating tasks and projects, using project templates, tracking time, and planning work with Gantt, Kanban, and more. OneDesk offers products for Help Desk, Project Management and Professional Services software all in a single connected application.
|
By OneDesk Software
Work management product demo. Work management which combines the support, financials, and project management features of OneDesk into a single unified platform. Includes the basics of the interface, customer apps, ticketing, project management, and invoicing workflow. Create tickets from multiple channels. Handle support 24/7 with an AI-integrated chat agent and knowledgebase. Bill and quote for projects and support. Customize your app to fit your needs.
|
By OneDesk Software
Overview demo of the Help Desk product of OneDesk. Basics of the interface, customer apps, features, and workflow. Create tickets from multiple channels. Handle support 24/7 with an AI-integrated chat agent and knowledgebase. Customize your app to fit your needs. OneDesk offers products for Help Desk, Project Management and Professional Services software all in a single connected application.
|
By OneDesk
The OneDesk web widget is a simple to implement integration with your website. Add the widget to provide support tools to your customers and prospects. The widget can include: a live chat, ticket portal, knowledge base, AI bot, forms, and custom homepage. OneDesk combines Help Desk, Project Management, & Professional Service Automation software into a single application.
|
By OneDesk
Get a full overview of the features and customization options available in this powerful platform. OneDesk combines Help Desk, Project Management, and Professional Services Automation software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
|
By OneDesk
Also called a block of hours or prepayment invoice. Learn how to invoice your clients for prepaid hours in OneDesk. OneDesk combines Help Desk, Project Management, and Professional Services software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
|
By OneDesk
Using milestones to mark checkpoints or points of time in your projects. OneDesk combines Help Desk, Project Management, & Professional Services Automation software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
|
By OneDesk
OneDesk's generative AI assistant powered by GPT. The AI assistant can support your customers and assist your agents. The AI's knowledge is based on your own company's content including articles, canned responses, and previous agent replies. OneDesk combines Help Desk, Project Management & Professional Services Automation software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
|
By OneDesk
Learn about lifecycle statuses for tickets, tasks, and projects in OneDesk. How to configure your statuses. The difference between lifecycle status and state. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
- May 2026 (1)
- April 2026 (4)
- March 2026 (3)
- February 2026 (2)
- January 2026 (2)
- December 2025 (2)
- November 2025 (4)
- September 2025 (1)
- May 2025 (1)
- March 2025 (1)
- January 2025 (1)
- December 2024 (2)
- November 2024 (2)
- October 2024 (2)
- July 2024 (2)
- June 2024 (2)
- May 2024 (1)
- April 2024 (1)
- March 2024 (7)
- February 2024 (1)
- January 2024 (1)
- December 2023 (2)
- November 2023 (1)
- October 2023 (1)
- September 2023 (3)
- August 2023 (2)
- July 2023 (2)
- June 2023 (6)
- May 2023 (3)
- April 2023 (1)
- March 2023 (5)
- February 2023 (3)
- January 2023 (2)
- December 2022 (4)
- November 2022 (3)
- October 2022 (3)
- September 2022 (5)
- August 2022 (3)
- July 2022 (10)
- June 2022 (8)
- May 2022 (4)
- April 2022 (2)
- March 2022 (6)
- February 2022 (12)
- January 2022 (13)
- December 2021 (5)
- November 2021 (17)
- October 2021 (7)
- September 2021 (1)
- August 2021 (6)
- July 2021 (21)
- June 2021 (27)
- May 2021 (6)
- April 2021 (8)
- March 2021 (5)
- February 2021 (4)
- January 2021 (5)
- December 2020 (5)
- November 2020 (2)
- October 2020 (2)
- September 2020 (4)
- August 2020 (5)
- July 2020 (5)
- June 2020 (3)
- May 2020 (11)
- April 2020 (4)
- March 2020 (1)
- February 2020 (6)
- January 2020 (16)
- December 2019 (9)
- November 2019 (6)
- October 2019 (3)
- September 2019 (5)
- August 2019 (3)
- July 2019 (5)
- May 2019 (3)
- March 2019 (2)
- September 2018 (1)
- August 2018 (12)
- June 2018 (3)
Helpdesk, Project and Task Management, Product Management, Ideas Management, Release Roadmaps, etc. are all included in OneDesk.
We handle interactions between team members and with customers through email, the customer portal and other channels. In a nutshell, we provide a solution to manage products and projects, release them, support them, and gather feedback from customers.
OneDesk for Project Management provides online team collaboration and project tracking:
- Plan your projects: Plan out the work, cost, assignments and schedule.
- Discussions & team collaboration: Discuss tasks & issues with your team and customers.
- Time Tracking: Capture hours worked using timesheets or work timers.
- Track tasks and issues together: Plan and track all work together in a consolidated view.
- Gantt Charts: Schedule your tasks and projects on a timeline.
- Reporting: Generate and export the reports you need.
The OneDesk Helpdesk allows you to easily connect with, and support your customers. With OneDesk you can capture, respond to, and manage support tickets, ideas, service-requests and other customer interactions:
- Help Desk: Built-in ticketing software helps you provide stellar customer service and support.
- Customer web portal: Engage with your customers on your website and let them report issues, suggest ideas, and get answers.
- Feedback management: Manage and analyse customer feedback to ensure nothing slips through the cracks.
- Email integration: Capture tickets and discussions by email. Get notified of new comments or status updates.