This morning one of our key databases experienced stability issues preventing authentication & login on the OneDesk system. We managed to stabilize it temporarily, allowing authentication to resume for a couple of hours, but in the end it was determined that fully rebuilding and replacing this database instance would be required in order to maintain […]
Downtime this morning – Jan 27 2026 More
The January 2026 release of OneDesk is now live. Here are some of the great new features and enhancements introduced this release. New AI Features (KB Article Generation, and Ticket Summaries): We continue to add productivity-enhancing features to OneDesk. Now Odie (our AI Bot) can help you by: Summarizing tickets (and tasks): Odie can read
New in OneDesk January 2026 More
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!
The Black Hole of Customer Feedback: Why Bug Reports Die More
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.
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
6 Signs Your Agency Has Outgrown Email for Client Requests More
New UI Redesign 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: Customizable app sidebar This release offers you more control over what apps are displayed on your left side-bar. You can now
New in OneDesk – September 2025 More
The latest release of OneDesk is now live! This release brings some big features and enhancements. OneDesk Voice Accept incoming calls with OneDesk With OneDesk Voice you can now add basic call-center capabilities to your support flow, and centralize it inside your ticketing system. Here’s how it works: Try it out. You get 15 min of
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
Change Management with OneDesk More
Happy new year from the OneDesk team! The January 2025 release is now live with some great new features and enhancements. New User Dashboard OneDesk now has a new dashboard page dedicated to the individual User. Now when you visit your home page, you will see a collection of widgets and KPIs to help you
New in OneDesk: January 2025 More
The October 2024 release of OneDesk is now live. This release includes the following features and enhancements: More advanced searching In this release we’ve extended the capabilities of the global search feature. A single-click now navigates you to the result. You can still use the center mouse button to open the result in the background
New in OneDesk – October 2024 More