The OneDesk Blog
Catch up on new features, tips on how to use OneDesk, and much more.
Support to Engineering Handoff: How to Stop ‘Black Hole’ Requests
A “black hole” request is a ticket that gets escalated to engineering and then disappears. The agent can’t see progress, the developer can’t see the customer, and nobody tells the
How to Prioritize Support Tickets
First-in, first-out queues feel fair, but they let a password reset sit ahead of an outage. Going off gut feeling works until the team or queue grows too much. An
Manage Your Client Approval Process
It’s common when managing projects that you need to sign-off with a client. For example, you might need them to approve a mock, document, or decision. Many companies do this
What’s New in OneDesk – August 2026
What’s New in OneDesk The latest release of OneDesk is now live! This release brings some big new features as well as some frequently requested enhancements. Asset Management If you need
How to Break Down Complex Projects Without Losing the Big Picture
Starting a massive project can feel a bit like climbing a mountain. It’s exciting, but a little overwhelming. The secret to finishing big projects is finding that perfect balance: breaking
Expense Tracking with a PSA Tool
Managing any business comes with a lot of moving parts. One of the most challenging is actively and accurately tracking profit and expenses. If you’re still using a messy stack
What’s New in OneDesk May 2026
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
Ticket Deflection: Why it Matters and Strategies
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,
Managing Project Intake for Service Businesses
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
Moving From Spreadsheets to OneDesk: Why It’s Time to Upgrade
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