Manage all your requests in one place
Stop losing critical requests in messy inbox threads and scattered spreadsheets. OneDesk allows your department to intake, triage, and route requests while keeping your workflows organized in one unified hub.
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Omnichannel Request Intake
Meet your employees wherever they prefer to communicate without splitting your team’s focus. OneDesk centralizes incoming requests from multiple channels, allowing employees to submit tickets via web forms, email, incoming phone calls, live chat or integrated 3rd party apps. By connecting with the communication tools your team already relies on, your team can manage all conversations from a single place without constantly switching tabs.
Eliminate Friction with an Employee Portal
Give your company a clear destination to seek help, track their requests, and find quick answers. OneDesk features a customizable internal portal where employees can submit tickets using tailored forms that capture the exact details your team needs. By giving staff visibility into the real-time status of their tickets, you eliminate repetitive “checking in” messages and dramatically reduce the daily burden on your team.
Automate Routine Triage and Workflows
Save hours of manual work by letting OneDesk handle your ticket routing, assignments, and escalations. You can easily build automated rules that instantly assign tickets based on urgency, issue type, or department. By automating these repetitive steps, your team can focus entirely on solving problems rather than sorting through an inbox.
Save Time with Built-In Knowledge Bases
Empower your employees to resolve routine questions on their own before they ever submit a ticket. OneDesk includes a powerful internal knowledge base where your teams can publish FAQs, company policies, troubleshooting guides, and software instructions. With AI integration, your departments can ask questions in natural language and get answers from your tailored knowledge sources.
Track Performance and Internal Service Levels
Gain complete visibility into your internal support operations with actionable analytics and reporting. OneDesk tracks critical performance metrics like first-response times, average resolution speeds, and total ticket volumes by department. These insights allow leadership to identify operational bottlenecks, justify headcount decisions, and ensure that internal teams are consistently meeting their service commitments.
Centralized Intake with Multi-Department Routing
Streamline your company’s support structure with a unified help desk to manage incoming employee requests. OneDesk can easily route tickets to specific departments like HR, IT, or Operations working within the same account. This shared ecosystem ensures employees always know exactly where to go for help, while maintaining strict permission boundaries so that sensitive issues remain visible only to the correct teams.
FAQs OneDesk for internal ticketing
Yes, you can configure team and role-based access permissions. Tickets can be routed to a specific workspace, there it is hidden from any team outside the workspace. This ensures sensitive information remains entirely confidential.