Teams | Collaboration | Customer Service | Project Management

A client portal for agencies is a secure, branded space where clients submit requests, track status and progress, message your team and share files, without a single “just checking in” email. The best ones sit on top of your project and service management system, so what the client sees is pulled from the same tasks, timesheets and tickets your team already works in.

A “black hole” request is a ticket that gets escalated to engineering and then disappears. The agent can’t see progress, the developer can’t see the customer, and nobody tells the requester when it’s fixed. It usually happens because support and engineering live in two tools joined by copy-paste.

First-in, first-out queues feel fair, but they let a password reset sit ahead of an outage. Going off gut feeling works until the team or queue grows too much. An impact × urgency matrix gives everyone the same rules, takes seconds to apply, and is simple enough to automate. This guide covers how to define each axis, the matrix itself, worked examples, and a step-by-step process you can adopt this week.

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.