OneDesk

Montreal, Canada
2010
Nov 3, 2022   |  By Erin Richardson
It is a common use case for multiple departments in an organization to want to work in a single OneDesk account, yet do not want to see the other departments’ tickets. For instance, the IT department and HR department may not want to see each other’s tickets either for privacy reasons or because they do not want to be bogged down by irrelevant work items. OneDesk has flexible tools to organize tickets as well as automatically route tickets to the right agents.
Oct 26, 2022   |  By Erin Richardson
Automations are rules you can set-up in your help desk system which perform actions on behalf of your team. Help desk automations are a necessary feature of a help desk system. They cut down on work, allowing your employees to focus on achieving more meaningful goals. Automations in OneDesk are particularly powerful, as they provide a method to manage moving parts, enable organization, and create an optimized workflow.
Oct 3, 2022   |  By Erin Richardson
Workload management involves getting a clear picture of who is available and when, in order to utilize your team’s full capacity and exceed goals. In OneDesk there are multiple ways to manage your team’s workload. You can determine how many tasks are assigned to someone, how much time they have available in a given period, the actual time or progress logged to work, and more.
Sep 26, 2022   |  By Erin Richardson
In OneDesk, your resource management tools, such as the workload view, make use of the user’s availability. User availability is calculated based on their working hours and the amount of work assigned to them. The user calendar is a view that is available for each user of your organization. The user calendar allows you to set a user’s individual working hours, create vacation events, and view an individual’s planned and actual work.
Sep 21, 2022   |  By Erin Richardson
Workload view is a ‘system view’ available in the Tasks and Tickets applications. The workload view is a resource availability tool to help you visualize the work each team member is assigned to during a selected time period.
Sep 18, 2022   |  By Erin Richardson
The latest update of OneDesk is live and includes the following new features and enhancements.
Sep 2, 2022   |  By Erin Richardson
Time tracking refers to how businesses record time spent on work tasks and projects. Utilizing time tracking enables businesses to track progress on tasks, monitor productivity, and accurately compensate employees or bill clients. Commonly, businesses use work management software in order to fulfill their time tracking needs.
Aug 18, 2022   |  By Erin Richardson
OneDesk includes multiple customer-facing apps that you can use to enable communication with your customers. The apps include the web widget, messenger, portal, knowledgebase and webforms. Each app provides channels for customers, clients, or end-users to receive support or collaborate with your team. The web widget is an icon displayed on your site which allows easy access to the other apps. The messenger is a live chat application between your agents and customers.
Jul 27, 2022   |  By Erin Richardson
Looking for the right help desk software for your small business? Small business help desk software is designed to meet the service needs of small teams. The right solution allows your team to centralize your support channels, organize tickets, prioritize issues, and overall delight your customers. This article covers some considerations to make when choosing a help desk solution and why OneDesk fits the needs of your small business.
Jul 20, 2022   |  By Erin Richardson
OneDesk provides the ability to send messages and emails through automations. Email templates can be set up to send emails to customers or users and can be helpful for updating everyone on progress or changes. There are also system emails, particularly important emails sent from your account and cannot be configured through automations. You can read an in-depth explanation of these emails and messages: Notifications & Emails. So why would you want to prevent all emails or notifications?
Nov 16, 2022   |  By OneDesk
Why share a project? What and how do customers see information? Learn how to add a customer to a ticket or task and share projects with a customer. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Nov 11, 2022   |  By OneDesk
Learn about creating and managing customers, how to organize customers into organizations, and how configure the customer detail panel. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Oct 5, 2022   |  By OneDesk
Learn how to set working hours, manage workload and resources in OneDesk. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Sep 29, 2022   |  By OneDesk
Learn how to create and configure multiple internal forms to create new tickets or tasks. Each form can have defaults values enabling you to configure templates for quick creation. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Aug 9, 2022   |  By OneDesk
A webinar explaining the different automations in OneDesk. Differences between automated messages, email templates, and automated workflows. Explains some of the default automations, how to edit and create new automations. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Aug 5, 2022   |  By OneDesk
Log tickets & tasks, update progress, reply to customers, and collaborate with your team with the mobile OneDesk app. This video covers the basics of using the mobile app. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Jul 25, 2022   |  By OneDesk
Work views help you visualize your information. Use custom views to filter, group, and display your tickets, tasks and other work items in a way that is best for you. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Jul 5, 2022   |  By OneDesk
OneDesk has user-level permissions, as well as project and team roles. Learn about the different user permissions, and how to set user permissions. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Jul 4, 2022   |  By OneDesk
An introduction of how to create and use tickets in OneDesk. Highlights the difference between tickets and tasks and how to use the ticket detail panel. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Jun 23, 2022   |  By OneDesk
An overview of what tasks are for, how tasks are created, and the task detail panel. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.

Helpdesk, Project and Task Management, Product Management, Ideas Management, Release Roadmaps, etc. are all included in OneDesk.

We handle interactions between team members and with customers through email, the customer portal and other channels. In a nutshell, we provide a solution to manage products and projects, release them, support them, and gather feedback from customers.

OneDesk for Project Management provides online team collaboration and project tracking:

  • Plan your projects: Plan out the work, cost, assignments and schedule.
  • Discussions & team collaboration: Discuss tasks & issues with your team and customers.
  • Time Tracking: Capture hours worked using timesheets or work timers.
  • Track tasks and issues together: Plan and track all work together in a consolidated view.
  • Gantt Charts: Schedule your tasks and projects on a timeline.
  • Reporting: Generate and export the reports you need.

The OneDesk Helpdesk allows you to easily connect with, and support your customers. With OneDesk you can capture, respond to, and manage support tickets, ideas, service-requests and other customer interactions:

  • Help Desk: Built-in ticketing software helps you provide stellar customer service and support.
  • Customer web portal: Engage with your customers on your website and let them report issues, suggest ideas, and get answers.
  • Feedback management: Manage and analyse customer feedback to ensure nothing slips through the cracks.
  • Email integration: Capture tickets and discussions by email. Get notified of new comments or status updates.