OneDesk's Features Index

OneDesk offers many powerful features for your helpdesk, project management, and professional service automation needs. Find the features that can help you and your team maximize time and efficiency. Reference this index to find the features that you need and learn more about them.

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Helpdesk Ticketing System

Customer SupportMultiple Ways to Create Tickets
Team ManagementSupport Request Forms
Email to TicketKey Performance Indicator
Agent CommunicationCustomer Feedback & Satisfaction Surveys
Canned Responses / Saved RepliesTracking Time Spent on Tickets
KnowledgebaseAuto Ticket Routing
Creating Tickets from Live ChatData Exporting
Tickets Analytics
Create Tickets Automatically
AI Suggested / Generated Replies

Project Management Solution

Project Portfolio ManagementTracking Task Activity
Tracking Time Spent on TasksReporting
Key Performance IndicatorCustomizable & Shareable Work Views
Team ManagementAgile Project Management
Task Scoring & PlanningResource Management
Assignment ManagementProject Collaboration with Teams
Client Project CollaborationTeam & Customer Communication
Cloning from Project TemplatesSharing Projects with Customers
Sharing with Users & Teams Project Roles & Permissions
Auto-TriagePrivate Projects & Project Archiving
Data ExportingProjects Analytics
Task DependenciesAutomate Task Creation
CalendarGantt Chart
Workload ViewKanban Board
Resource Planning Milestones

Administrative Roles/Capabilities

Security Roles & PermissionsCompany Preferences
LanguageSingle Sign-On
Two-Factor Authentication (2FA)HIPAA Compliance
On-PremisePrivate Cloud

Ticket Management

Tracking Time Spent on TicketsTracking Ticket Activity
SLA ManagementTicket Assignment
Customer Requests to TicketsTicket Detail Panel
MacrosReporting
Key Performance IndicatorConfigurable Work Views
Linking TicketsSubtasks / Subtickets
NotificationsTicket Collaboration
Resource AllocationCustomer Satisfaction Scoring
Custom FieldsPrinting Tickets
Combined View for Tickets & TasksMerging Tickets
Configurable StatusesConfigurable Ticket Types
Automate Ticket CreationConditional Fields
Prompt to Change LifecycleTicket Templates
Importing Tickets

Task Management

Tracking Task ActivityTask Assignment
Task Detail PanelMacros
Key Performance IndicatorConfigurable Work Views
Linking TasksSubtasks
NotificationsTracking Time Spent on Tasks
CollaborationReporting
Resource AllocationCustomer Communication
Custom FieldsPrinting Tasks
Sharing Projects with CustomersSharing with Users & Teams
Combined View for Tickets & TasksMerging Tasks
Configurable StatusesConfigurable Task Types
Task DependenciesAutomate Task Creation
Linking Items & Linked Item RelationshipsConditional Fields
Required Field to Change LifecycleTask Templates

Communication Channels

Live-Chat MessengerCustomer Portal
Web WidgetClient Collaboration
Team & Customer CommunicationNotifications
AI Chatbot Community / Help Forum

Financials

Budget Management Invoicing
QuotingPrepaid / Block of Hours

Customer Management

Custom FieldsB2B Customer Service
Customer Relationship ManagementSharing Projects with Customers
Importing Customers
Multiple Services

User Management

Agent Performance MonitoringTeam Management
User Activity TrackingCustom User Management Views
Custom FieldsTracking User Timesheets
Communicating with Users & TeamsSharing with Users & Teams
Importing UsersUsers Analytics

Email Management

Automated EmailsEmail Tracking
Email CustomizationCreate Your Own Email Templates
Use Your Own SMTP ServerMonitor Incoming Ticket Creation
Email Queues

Automation

Workflow AutomationsAutomated Bot Responses
Automated EmailsCreate Tickets and Tasks Automatically
Automatic Time Tracking

Integrations

Out-of-the-Box IntegrationsZapier
Single Sign-OnConnect to Office 365
Connect to Google WorkspaceAPI

Mobile Solution

Mobile AppMobile Browser Application
Mobile Customer PortalMobile Knowledgebase
Mobile Time Logging
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