Helpdesk Software

OneDesk's Help Desk Software

OneDesk’s help desk software allows you to easily support your customers & end-users. Capture, respond-to, and manage customer support tickets, emails, service-requests, projects, and other customer interactions.

Meet OneDesk, a robust ticket system

Multichannel requests

Convert email, chat, web forms, and other communication into tickets. Keep them all organized in an all-in-one helpdesk software.

Customize your ticketing software

Customize your help desk to meet your needs. Create custom fields, personalize your customer portal and knowledgebase, customize your workflows, and more.

Ticketing automations

Let your help desk run itself. Automatically assign, sort, prioritize, respond, and more with OneDesk’s flexible automation rules.

Email capturing & responding

Capture tickets and discussions by email. Automatically capture and thread responses. Get notified of new comments or updates. Directly connect your MS 365 or Google Workspace inbox. Or, forward your incoming support emails. OneDesk creates a new ticket from the email, captures attachments, and create a new customer record if necessary. Reply to the ticket inside OneDesk and the customer will get your response by email.

Direct email integration

Direct and easy integration with MS 365 or Google email accounts. All replies you send from OneDesk go to your customers from your own support email.

In context conversations

Discuss and quickly resolve tickets with your team. Simultaneously hold private internal conversations and separate client-facing discussions on the same ticket.

Automate your workflow

OneDesk's customer email management features simplify and automate your email ticketing flow, allowing your team to focus on what matters.

Help desk software & ticket management

OneDesk’s powerful help desk software lets you capture, assign, and respond to support tickets from one centralized place.

Flexible interaction management

OneDesk allows you to create different workflows for the different types of requests you receive. Create ticket template forms for your agents, allowing them to quickly generate new tickets with default properties.

Automate everything

Auto-responses. Automatic grooming, routing, assignment, and property updates. Custom notifications, fields types and more.

Powerful filtering, grouping, & views

Filter, sort, and group your tickets the way you want. Save that as a new view and switch between views as needed. You can also export views with a click.

Integrated customer support tools

OneDesk’s help desk software includes integrated support options for your customers. These support options give your customers a place to submit, track, or discuss tickets, as well as get their own answers. The customer apps include: live chat, request forms, the web portal, knowledgebase and satisfaction survey.

Solve in real-time with integrated live chat

Chat with your customers or end-users on your website or intranet. Capture tickets from chat with a click. Follow up by email if they go offline.

Stay informed with the customer support portal

Deploy the customer portal to engage with your customers. Let them view, track, and discuss their tickets at any time.

Capture accurate tickets with request forms

Capture all the required information with ticket forms. Customize your forms for different request types, make fields required, or add custom properties.

Reduce questions with the knowledgebase

Add a knowledge base or self-service portal to improve the customer experience. Write and publish articles and guides to allow your customers to help themselves.

Improve customer experience with satisfaction surveys

Customer satisfaction surveys let you to assess the quality of your customer support, and gain valuable feedback from customers about the performance of your team. Aggregate survey data to make decisions that will help you improve your helpdesk.

AI help desk agent

Meet Odie (‘OD’) the OneDesk AI agent! Cut back on support volume and provide 24/7 support to your customers. The GPT-like AI provides natural, context-based answers to queries based on your own content.

Conversational AI chat bot

The Chat-GPT-like AI agent can provide 24/7 support to your customers. The AI is available in the OneDesk knowledgebase, live chat, and web forms.

Personalized AI

The AI bot provides accurate and trustworthy answers because its based on your own company's content. Train your agent on knowledgebase articles, saved replies, or previous replies from agents.

Generative AI assistant

Your AI agent can help your team by suggesting the best articles and replies or by generating new replies based on the context of the conversation.

Explore OneDesk's help desk software features

OneDesk offers a full suite of powerful helpdesk tools to provide superior customer support

Dashboard and reports

A quick glance at the dashboard gives you real-time statistics about the status of your tickets, team performance, and more. Export detailed reports about your feedback and support tickets in PDF or Excel formats.

Track where time is spent

Keep track of the time each agent spends on their tickets. Automatically track time to the minute, or log time manually with timesheets. Track and monitor exactly what you need with filters, groupings, reports, and exports on tracked time.

Manage your finances and invoicing

Handle the finances surrounding your tickets, tasks, and projects. Set your cost and billing rates separately and at various levels such as by-team, by-user, and more. Plan and monitor your budget in real-time as your team submits billable time. Complete the cycle by invoicing your customers for billable time. The tightly connected QuickBooks Online integration allows you to easily copy over or send invoices directly via QBO.

Download our help desk mobile app

Available for iOS and Android, the OneDesk mobile app lets your team use their OneDesk account while on the go. Let your agents access and work on their assigned tickets directly from their phone, whether they are at their desk or off-site. Your agents can:

Access and update their assignments.
Create new tickets.
Reply to and resolve tickets.
Submit timesheets to log work performed.
Follow and engage in discussions on items with customers and colleagues.

Streamline your helpdesk

14 day free trial. No credit card required.