Helpdesk Ticking System

A powerful helpdesk & project management framework built to work the way you do.
Capture, automate, & resolve with OneDesk’s helpdesk ticketing solution.

Establish order in your customer support

Unique ticket types

You receive many customer requests, so why sort them all into one category and have your agents tackle tickets they aren’t suitable for? OneDesk lets you customize ticket types to allow for better organization of requests and to make it easier to assign the right agent to the ticket they’re best suited to handle.

Unique ticket statuses

Your tickets can be different and unique and their statuses can be as well. OneDesk enables you to customize ticket statuses for each type of ticket. This helps you to track the progress completed on each ticket type on a more granular level.

Unique creation emails

Use unique creation emails for each ticket type. You can auto-forward to a distinct creation email to create a specific ticket type in your OneDesk. This lets you organize incoming tickets automatically, saving your agents time.Alternatively, you can create tickets from multiple inboxes and route the right agent, type, or container based on the incoming queue.

Unique workflows

OneDesk lets you create unique automation rules specifically for every ticket type. This lets you automate actions like:

Assigning a ticket type to an agent or team
Routing specific tickets to designated projects
Sending automated replies to frequently-asked questions
And more!

Deliver better customer service

Live chat

OneDesk’s helpdesk ticketing system includes a customizable and brandable live chat with every plan. This live chat allows you to talk to your customers in real-time. Having a live chat enables your agents to better serve your customers and to be able to create tickets immediately from within the conversation they are having with a customer.

Webforms

Customizable webforms can be created for every unique ticket type. These self-service ticket creation forms let your customers fill out the details you require and send in requests to the appropriate agent. This frees up time for your agents who receive all the information they need immediately to start working on the ticket. Automations can organize these incoming tickets to the appropriate project or boxes so your agents don’t have to organize them manually.

Customer portal

A dedicated customer portal allows your customers to track the status of their requests. Built-in tools allow customer to search or filter tickets, see ticket status, follow a ticket, and of course, submit new requests. Giving your customers more freedom and control begets better customer service and diminishes the requests your helpdesk receives regarding ticket status updates, frequently asked questions, and how-tos.

Knowledgebase

OneDesk allows you to create a dedicated knowledgebase, or multiple knowledgebases. Enable the knowledgebase to provide answers your customers’ most frequently asked questions or detailed how-to guides. This self-service application lets your customers search through a categorized collection of articles and easily find the information they need without the need to contact your support team. This lessens the time your team spends answering questions and how-to requests.Serve multiple industries or companies? Simply create individual knowledgebases for each so nobody sees the information that isn’t relevant to them. Additionally, create a knowledgebase for internal team processes.

Optimized & automated ticketing workflows

Automatically capture customer requests

OneDesk lets you manage all incoming customer tickets through our interconnected multi-channel ticket flow. Tickets are automatically funneled into your OneDesk from emails and customizable webforms. This allows you to capture requests and make sure no communication is missed. OneDesk automates:

The capturing of requests from your own support email.

The creation of tickets from integrations which can trigger an automation in OneDesk.

Integrations (API) triggers can create an action that creates a ticket in OneDesk.

Increase productivity with work automation

OneDesk lets you optimize your workflow by automating the sending of responses and emails, the creation and assigning of tickets, and more. With powerful workflow automations, your helpdesk can run smoothly and your agents spend less time doing repetitive tasks. With OneDesk’s automation tools you can:

Reduce manual & repetitive tasks such as the closing of inactive tickets.

Auto-assign tickets to individual agents, to a team, or by round-robin to ensure that the workload is evenly distributed.

Auto-routing to send tickets into specific projects, assign teams and maintain better helpdesk organization.

Auto-updating ticket statuses to better track the progress being made on tickets.

Canned responses & email templates to automate replies to frequently asked questions and requests.

Customizable bulk actions also called macros, can be saved and used to take actions on multiple tickets at once.

Automatically capture customer requests

Your tickets detail panel is chock-full of features and lets you manage them all from one window screen:

Subtasks: let you track and define work in more detail

Statuses: keep you informed on the current state of the ticket

Progress bar: allows you to monitor the progress completed

Timers: enable your agents to log work as they’re completing it

Timesheets: let your agents track completed work and input detailed information regarding work done

Internal conversations: keep you and your team in touch regarding work on the ticket

Customer-facing conversations: allow you to respond directly to your customers and to keep track of conversation history

And more!

Provide superior customer support with Service Level Agreements (SLAs)

Service Level Agreements help keep your agents and customers in the know. SLAs define the response or resolution times for incoming tickets. In OneDesk, SLAs are configurable to your business requirements. Ensure your agents are meeting their deadlines with integrated SLA tools that include:

SLA management
SLA breach notifications