Teams | Collaboration | Customer Service | Project Management

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.

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.

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.