Teams | Collaboration | Customer Service | Project Management

It’s common when managing projects that you need to sign-off with a client. For example, you might need them to approve a mock, document, or decision. Many companies do this with an informal message or verbal acknowledgement. This causes problems later. Who actually signed off on the decision? When? Which exact changes are required? This is why it helps to implement a formal process. At the same time clients don’t want to take too many extra steps.

The latest release of OneDesk is now live! This release brings some big new features as well as some frequently requested enhancements.

Starting a massive project can feel a bit like climbing a mountain. It’s exciting, but a little overwhelming. The secret to finishing big projects is finding that perfect balance: breaking the work into small, manageable pieces without forgetting your end goal. Here is how you can break down your complex projects while keeping the big picture.

Managing any business comes with a lot of moving parts. One of the most challenging is actively and accurately tracking profit and expenses. If you’re still using a messy stack of receipts or a disconnected spreadsheet to track what you spend, you’re likely losing money without even realizing it. Let’s dive into why tracking expenses directly inside a PSA tool is a total game-changer.

The May 2026 release of OneDesk is now live! Here’s what this release introduces.

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.

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.

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.

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.

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.