- Escalation & Routing
The Intelligent Traffic Controller for
Your Service Desk.
OneDesk eliminates the manual chore of triaging tickets. Build sophisticated workflows that auto-route, update status, validate data, and escalate priority, so your team can focus on solving issues, not moving them.
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USE CASES
A Unified Path to Resolution, Automated
OneDesk streamlines the journey from customer request to resolved ticket, ensuring your internal processes are as fast as your responses.
Capture, Categorize, and Route Without Lifting a Finger
Connect every channel from custom intake forms to live chat and email. Then, let OneDesk do the heavy lifting. Use form-field logic to automatically categorize requests and route them to the team best equipped to handle the specific issue type or client tier.
- Set unique workflows based on the source (e.g., VIP customer vs. Standard email).
- Trigger specific automation rules based on customer-selected fields or form types.
- Deploy an AI agent for instant support, with escalation to a human for complex queries.
Elevate Critical Issues Before They Stall
Stop waiting for an agent to notice an overdue ticket. OneDesk monitors your SLAs, priorities, and client tiers to automatically escalate tickets that need immediate attention. Whether it’s a P1 outage or an SLA nearing breach, the system triggers alerts and re-routes work instantly.
- Automatically bump priority based on client tier, ticket type, and urgency.
- Re-route tickets to senior leads or managers if initial response times are at risk.
- Ensure stakeholders are alerted the moment a ticket moves into an "Escalated" status.
Your Process, Powered by Precision Automation
Standardize your delivery with custom ticket statuses and status-based automation. Notify stakeholders the moment a ticket moves to “On Hold,” or trigger an internal review when work reaches “QA.” Build the exact workflow your team needs to stay aligned and accountable.
- Design unique status sequences for different work types (e.g., Bugs vs. Billing).
- Automatically notify agents or clients if a ticket stays in a specific status for too long.
- Tag and group tickets with granular data to drive smarter routing decisions.
Guardrails for High-Performance Service Desks
Clean data is the foundation of great reporting. OneDesk’s validation rules ensure that tickets can only move forward when work is complete. Prevent “Work in Progress” from moving to “Resolved” until a root cause is selected or a resolution summary is added.
- Enforce field entry before a ticket can change status or be closed.
- Check for specific properties before allowing an internal handoff.
- Maintain a record of every status change, notification, and escalation trigger.
FEATURES
Built for High-Control Support Environments
Standardize your triage, automate your governance, and ensure every ticket follows the optimal path to resolution.
FAQ
Common Questions
Absolutely. You can set up automation rules that identify a "VIP" client or a specific organization and route their tickets to the support team or a manager immediately upon intake.
Validation rules act as a "gatekeeper." For example, you can prevent an agent from moving a ticket to "Resolved" unless they have filled out a "Resolution Type" custom field. This ensures your final reports are always based on complete data.
Start Automating Your Workflow
Connect your channels and start defining your workflows in minutes.