The May 2026 release of OneDesk is now live! Here’s what this release introduces: Customer-Facing Help Centers – As many as you want! (beta) Now in OneDesk you can create multiple help centers, each with different customer apps and separate website widgets. Each help center has its own login page and permit only designated customer […]
What’s New in OneDesk May 2026 More
Imagine a typical morning for your support lead. A customer, let’s call him John, forgot how to update his billing information. John goes to your website, finds your support email, and sends a message. That email enters your help desk as a ticket. Your agent, Sarah, sees the notification, opens the ticket, identifies the issue,
Ticket Deflection: Why it Matters and Strategies More
Projects are super important to a service-based business. But the actual intake process can be complicated, usually due to a lack of organization and formal processes. How do you decide what to take on? How do you make sure you don’t overpromise and underdeliver? The answer is a Project Intake Process, and if you aren’t
Managing Project Intake for Service Businesses More
When you first start a business, spreadsheets are a great way to stay organized. They are flexible, easy to use, and free. But as your team grows and you take on more clients, relying on spreadsheets to manage your operations usually leads to more work, not less. If you feel like you are spending too
Moving From Spreadsheets to OneDesk: Why It’s Time to Upgrade More
If your customer support strategy still involves people logging into one shared Gmail account, you’ve likely experienced a kind of ‘support black hole’. This problem involves missed emails, agents replying to the same customer with different answers, and losing track of which issues are resolved and which are still in progress. The problem is Gmail
How to Automatically Convert Gmail Emails into Tickets More
If you’re running a service-based business or managing complex projects, you might be familiar with ‘tab fatigue’. This is when all your requirements are in different places. This means switching tabs to check dates in one tool, update your client via email, log time in another tool, and manually copy data between them all. When
How to Track Deliverables, Timelines, and Billing in One Place More
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
Solving Inbox Chaos: How to Auto-Assign IT Emails to a Ticketing System More
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
10 Tips for Support Agents to Supercharge Productivity More
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. This means
Effortless Knowledge Creation: AI-Powered Article Generation More
Many companies slow down their productivity and profitability by using outdated manual data entry. These seemingly small admin tasks lead to a number of hidden costs that can affect your entire organization. This problem typically arises from businesses using multiple disconnected tools. Communications happen in chats, emails, and a help desk, time tracking on spreadsheets,
The Hidden Cost of Manual Data Entry More