Technical Support for Engineering Project Teams
Your engineers deliver complex, high-stakes projects. Downtime or technical roadblocks cost billable hours. OneDesk helps you log, prioritize, and resolve all internal and field support requests quickly.
Trusted by Engineering Firm teams around the world
Stop Losing Field Support Requests
Engineers in the field need fast answers to RFIs or on-site equipment issues. These often arrive via call, text, or a random email. OneDesk centralizes all support channels—email, chat, and portal. It automatically organizes tickets based on location or project. This lets your team focus on resolution, not searching for the request.
Prove Response Times for Project Delivery
Project deadlines are tight, and delays from support can risk the entire schedule. OneDesk lets you set up Service Level Agreements (SLAs) for critical project support. Ensure every urgent RFI or technical issue is handled promptly. Quick resolution keeps projects on schedule and budgets controlled.
Project-Linked Technical Ticketing
Manage all reported engineering issues with a powerful ticketing system. Connect a project support email to auto-create tickets for on-site issues. Set up SLAs to ensure rapid response for a critical project deadline. Use custom views to filter tickets by project, like "Client X Construction Phase" or "RFP Technical Support."
Automated Triage by Project and Severity
Automation handles the initial triage, saving lead engineers time. Automatically route any ticket mentioning a specific project name to that Project Manager's team. Instantly assign severity (Critical, High, Medium) based on keywords in the ticket. Use automation to notify the Lead Engineer if a critical issue remains unassigned for over 15 minutes.
Simple RFI and Issue Submission for Field Staff
Internal project teams need a simple way to report issues and check status. Offer a dedicated portal for field staff to log RFIs or technical problems. Use the knowledge base to host technical standards and common troubleshooting guides. This empowers users to solve basic problems themselves, reducing ticket volume.
AI Summarizes Field Reports and Issue Logs
Complex on-site issues require fast analysis of detailed reports. OneDesk's AI can summarize long field reports or equipment logs pasted into tickets. The AI can help suggest potential causes based on common engineering failures. This acts as a technical assistant, saving your engineering time on initial diagnosis.
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FAQ
OneDesk has affordable pricing based on your product, plan, and number of user licenses.
See our pricing page for full details.
OneDesk is available both in the cloud and on-premise. Pricing for OneDesk On-Premise is the same as for our Cloud Enterprise plan, but is only available for annual or longer-term subscriptions. To evaluate OneDesk, please sign up for a 14-day free trial of our cloud software. If after evaluation of the software, you would like to purchase on-premise licenses, please Submit a Request we will send you an invoice for the number of users you require.
Of course! You can visit our feature index page for a full list of features. To compare product or plan features see our feature comparison page.
You can ask our AI agent questions via the live chat or knowledgebase in our widget. A human agent is also available to chat during business hours.
We also offer other support options including booking a live demo or submitting an email or ticket.
OneDesk provides a high level of security. You can learn about the measures we take at our security center.
See for yourself how OneDesk can help your team.
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