• Managed Service Delivery

One Platform to Run Your
Managed Service Business

OneDesk gives service teams one platform to manage client tickets, deliver projects, send quotes, track prepaid hours and billable time, and invoice across every client.

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USE CASES

Built for Every Part of Managed Service Delivery

From multichannel ticketing and project delivery to quoting, prepaid billing, service reporting, and client collaboration. OneDesk handles the full service lifecycle for MSPs and outsourced teams.

One queue for every client, every channel

Clients reach your team by email, portal, live chat, or phone. Every contact becomes a structured ticket in a shared queue, triaged and assigned against the right client’s SLA policy. Agents work from one place, clients get consistent responses, and nothing falls between channels. Per-client ticket history and priorities are all maintained automatically.

  • Multichannel intake: email, portal, live chat, and phone tickets
  • Per-client SLA policies with priority tiers, breach alerts, and auto-escalation
  • Shared agent queue with full client context

Deliver client projects alongside ongoing support

For work that goes beyond a support ticket, OneDesk gives your team a structured project workspace. Plan phases on a Gantt, manage daily delivery on a Kanban, assign tasks and subtasks, and track milestones. Clients see progress through the portal without accessing your internal task detail.

  • Gantt timelines with milestones, task dependencies, and phase-based planning
  • Kanban boards and subtask breakdowns for day-to-day delivery work
  • Client-facing project progress view separate from your internal workspace

Scope and sell services without leaving the platform

When a client requests new work or an expansion of their service, build and send a quote directly in OneDesk, including line items, hourly rates and optional extras. Clients review and approve easily through email. Kickoff new projects easily from your templates with billing terms linked directly.

  • Quote builder with line items, hourly rates, and more
  • Client approval through email with one-click sign-off
  • Convert approved quotes directly into an invoice on handoff

Bill every client against the right arrangement

Log time on tickets and project tasks as work happens. Track expenses with receipts and client association. Support hourly billing, prepaid hour retainers that draw down as work is consumed, flat-fee projects, and hybrid arrangements — all simultaneously across different clients. Generate itemized invoices from real logged data and send them through the portal.

  • Time logging on tickets and tasks with billable or non-billable classification
  • Prepaid hour blocks that countdown as tickets are worked
  • Expense tracking with receipt attachment and per-client invoice generation

FEATURES

Everything to Operate, Report, and Scale

Client portal, multichannel ticketing, SLA management, project management, quoting, prepaid hours, time and expense billing, service reporting, and client messaging — everything an MSP or outsourced service team needs in a single platform.

Client Portal

Each client can log into the portal to get a single place to submit tickets, track open requests and progress, access shared files, and message your team. Clients stay informed and can collaborate directly.

Multichannel Ticketing

Email, portal, live chat, and phone tickets all land in the same shared agent queue. Agents work from one place to triage, assign, respond, and resolve without switching tools. Each client's history is easily visible.

Reporting

Generate client-ready reports showing SLA performance, ticket volumes by priority and category, resolution times, logged hours against prepaid balances, and project milestone status. Automatically send reports on a schedule, and delivered through email. Give every client a clear picture of what your team delivered and prove the value of the service they are paying for.

Messaging

Use client-facing thread for updates, questions, file sharing, and approvals, and a private internal thread for your team's notes and coordination. Clients reply by email or through the portal — either way the message lands in the right place. Nothing leaks between the two.

Billing

Agents log time on every ticket and task as they work. Expenses are captured with receipts. Prepaid hour balances decrement in real time as work is consumed. Hourly, flat-fee, and retainer billing are all supported simultaneously across different clients. Invoices are generated from actual logged and accurate data.

Automation

Auto-acknowledge incoming tickets, assign them by client or category, escalate approaching SLA breaches before they happen, trigger prepaid balance alerts when a client runs low, convert approved quotes into active projects, and send clients scheduled service reports. Configure once and keep everything running automatically.

FAQ

Common Questions

You can create an invoice to 'top-off' a client's account. You can configure the number of hours and cost of this invoice. As you log billable time against that client the amount of hours are reduced from their account. 

Give Your Team One Platform to Run Every Client Account

One platform where your tickets, projects, quotes, time tracking, reports, and invoices for every client.

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