Teams | Collaboration | Customer Service | Project Management

The January 2026 release of OneDesk is now live. Here are some of the great new features and enhancements introduced this release.

You’ve probably seen it happen. A customer reports a frustrating glitch. A support agent carefully documents the issue, screenshots and all, and tags the ticket as a “Bug.” They send it off to the development team with a sigh of relief, telling the customer, “I’ve passed this to our engineering team. They’re looking into it! Then… silence. The ticket sits in for weeks and the support agent has no idea if the bug is being worked on.

As 2025 comes to an end, it’s time to reflect on everything you’ve achieved this year. Here at OneDesk our mission is always to make your work life simpler and more productive. We’ve been hard at work, rolling out updates and new features designed to enhance your experience and empower your teams to achieve more. This year-end recap highlights some of the most impactful updates that have made OneDesk more powerful and user-friendly.

There is a lifecycle every successful digital agency goes through. At first you are a team of three handling five clients and email is your best friend. It is fast and universal. A client emails a request, you reply, you do the work, and you reply again. But as your agency grows this process doesn’t keep up. Suddenly, you have 15 employees and 50 clients. That “simple” request is now buried under 200 other unread messages.

We have been hard at work updating our UI to give OneDesk a fresh, uncluttered look. Along with the clear changes in visuals, here are some other aspects of the Interface changes.

The latest release of OneDesk is now live! This release brings some big features and enhancements.

Change management is an approach for managing organizational changes, which can include processes, infrastructure, or technology. The goal is to implement changes smoothly, with minimal risk to users. In the help desk context, the process is usually in reference to IT change management. This article outlines a basic IT change management process with OneDesk. You can change this flow as you see fit in order to align with your organization or goals. A change management process involves.

Happy new year from the OneDesk team! The January 2025 release is now live with some great new features and enhancements.

At OneDesk, we recognize that each of our customers has unique needs when it comes to managing their Projects. You might be thinking that the Helpdesk features are all you need, and wonder why you should bother with Projects. Here’s why: Projects serve as powerful containers that help you organize and share items effectively. They allow you to control visibility, ensuring that only the right users or customers can see the information they need.

In the world of Project Management, not every Task or Project fits neatly into a pre-planned timeline. Sometimes, Projects arise unexpectedly or need to be handled on the fly. And if you’re using Projects to organize your Helpdesk (which we recommend), you might not have a need for scheduling in the first place as you respond to requests in real time.