OneDesk product overview
OneDesk is a combined help desk and project management cloud-based software-as-a-service. This removes the need to switch between software platforms for different functionalities and brings all your teams and departments onto a single platform.
Its major capabilities include connecting the flow of information in your organization and customers as well as providing a robust ticketing system that can be automated every step of the way to reduce repetitive work. Additionally, tickets can be escalated into tasks with seamless integration to project management. It also includes a suite of customer apps, mobile app, and web app integration possibilities right out of the box.
Pros of OneDesk
- Full-featured plans: All of OneDesk’s plans include all features. They are also inclusive of unlimited projects and unlimited customers. Customers are the end-users or clients of internal or paying users. So users can have as many customers as they need.
- Simple pricing model: OneDesk pricing is based on a simple, scalable, and transparent multi-user plan, not a per user plan. Users have a choice between 5, 10, 20, 50, or 100-user plans that can be paid month-by-month or at a discounted annual subscription. A 14-day free trial is also available.
Cons of OneDesk
- Initial investment: OneDesk can automate specific and custom workflows to function exactly the way users want it to. This setup process, however, will require initial investment in time and effort to make full use of its features.
Breakdown of core features
OneDesk’s help desk uses a robust ticketing system that enables support teams to create tickets from multiple sources. Automations can then be applied when assigning, replying, or changing projects, among others. Additionally, previous communication is attached to the ticket and all conversations are viewable regardless of the channel used.
OneDesk project management system allows teams to create tasks from different sources. Most often, a task is a converted ticket that requires additional work or planning. Information is attached at an ‘item’ level to keep context and history side by side. This allows seamless collaboration between departments or teams within your organization.
OneDesk has a mobile app version on IOS and Android. This enables teams to reply to customers and update tasks or statuses from the convenience of their smartphone. Support agents can work on their assigned tickets whether they are at their desk or off-site. They can access assignments, resolve tickets, submit timesheets, or engage in discussions about tickets with customers and colleagues.
OneDesk includes a live chat messenger, customer portals, webforms, and knowledge bases. Each one is customizable and gives you an interface to communicate with customers. These customer-facing apps make it easier for both your customers and support team to organize and facilitate ticket resolution and provide solutions to any other type of issue with greater efficiency.
(Last updated on 12/21/2020 by Abby Dykes)