Helpdesk Features in OneDesk
A powerful helpdesk system built to optimize your customer support & helpdesk.
OneDesk has many help desk and ticketing system features. These features work to provide you with all the tools you need to provide exceptional customer support.
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Help Desk Features | |
| Live Chat Support OneDesk lets you support your customers in real-time through a live-chat messenger. | Multiple Ways to Create Tickets Ensure no customer requests are missed by creating tickets from different incoming customer communications. |
| HelpDesk Agent Management Powerful team management capabilities can help to keep your team working at peak productivity and ensure a higher quality of work for your customers. | Webforms Easily collect customer requests and organize them into tickets and tasks in OneDesk. |
| Email to Ticket OneDesk automates the ticket creation process through email capture to ensure that no request is ever lost. | Key Performance Indicator OneDesk has a dashboard widget which displays the key performance indicators for your operations. |
| Agent Communication OneDesk’s internal messenger system allows you to weave communication into your workflow. | Customer Feedback & Satisfaction OneDesk’s customer satisfaction surveys allow you to assess your customer support team’s level of support. |
| Saved Replies OneDesk’s saved replies ensure that your support team is providing services to the level you expect. | Tracking Time Spent on Tickets OneDesk allows you to track where your time and effort are being placed. |
| Knowledgebase OneDesk’s knowledge base can be easily updated from within OneDesk, and tracks all changes made to the articles. | Auto Ticket Routing OneDesk lets you create auto-routing rules for tickets, tasks, and projects. |
| Creating Tickets from Live Chat OneDesk lets you create tickets and tasks (items) directly from your live-chat messenger. | Data Exporting OneDesk lets you export your data about tickets, tasks, projects and timesheets to be repurposed into reports. |
| Tickets Analytics OneDesk has an analytics application that aggregates all of your data into one location. | Ticket Management OneDesk’s powerful ticket management features ensure you can track, prioritize, and resolve customer support tickets quickly and efficiently. |
| Configurable Ticket Types OneDesk lets you configure unique ticket types to distinguish between incoming requests. | Tracking Ticket Activity OneDesk lets you audit work done by having access to a full-trail transparent history of changes on tickets, tasks and projects. |
| SLA Management Service Level Agreements (SLAs) policies help you to improve customer service. | Ticket Assignment Management OneDesk lets you easily assign and auto-assign tickets as well as track and monitor assignments. |
| Merging Tickets OneDesk lets you merge two or more tickets or tasks (items) into one to simplify your work. | Ticket Detail Panel Use OneDesk's specialized ticket or task detail panels to complete almost any action from a centralized location. |
| Macros OneDesk lets you create and save macros to bulk edit tickets, tasks & projects. | Reporting OneDesk lets you report on the progress of your tickets, tasks and projects. |
| Combined View for Tickets & Tasks OneDesk enables you to view and work on tickets and tasks together. | Configurable Work Views OneDesk lets you choose how your data is displayed and allows you to save and share work views. |
| Linking Tickets OneDesk lets you link tickets and tasks for quick access and label them to determine their relationships. | Subtasks In OneDesk, you can divide complex tickets and tasks into smaller, manageable subtasks. |
| Notifications OneDesk notifies you about the things you want to keep informed on, be it a conversation, ticket, task, or project update. | Ticket Collaboration Work and collaborate with your teammates on shared tasks and tickets. |
| Resource Allocation OneDesk helps you to allocate your existing resources to get work done. | Configurable Statuses OneDesk lets you configure the lifecycle statuses of each type of ticket, task, and project that you have enabled. |
| Custom Fields OneDesk lets you create custom fields that attach as properties to your tickets, tasks, timesheets, projects, users and customers. | Printing Tickets OneDesk enables you to generate printer-friendly pages of information for all your work tickets or tasks. |
| Workflow Automations OneDesk lets you enable workflow automations to replace your repetitive and time-consuming activities. | Automated Bot Responses OneDesk’s automated bot lets you display information to your customers based on triggers set by you. |
| Automated Emails Use automated emails to send information to customers or users based on triggers you set. | Automated Time Tracking Resolve tickets and submit tracked time with just a click. |
| Ticket Templates Create new tickets quickly using internal forms with default properties. | Connect to Google Workspace Directly connect your outgoing and incoming Google support account. |
| Connect to Office 365 Directly connect your outgoing and incoming Office 365 support account. | Integrations Use out-of-the-box integrations or Zapier to connect to different applications. |