Powerful Internal Help Desk Software Solution
Effectively manage all end-user requests. OneDesk is a comprehensive internal help desk software.
Centralized internal help desk software solution
Manage, track, and resolve issues from one centralized internal helpdesk software.
OneDesk has conversations attached to tickets. You can have separate conversations with your team and end-users on the same ticket.
Easily sort, assign and prioritize your tickets with robust custom views. Know at-a-glance how tickets are progressing. Work on a board, list, or tree view. Filter, group, and sort tickets however you need.
Empower your team with internal help desk software
Tickets from email and other channels
Employees can submit tickets into the internal help desk system in multiple ways.
- Integrate your support inbox to create tickets from incoming emails. Requests will be automatically converted to tickets, and all the information is captured on the ticket –attachments, message, subject line, and employee information.
- Use customizable forms to receive tickets. Get the information you need with custom and required fields.
- Integrate with 3rd party apps, such as Slack, to create tickets.
- Import existing tickets from other systems or csv files.
Internal support ticketing system for increased efficiency
Eliminate repetition with support automations
OneDesk’s internal support ticket system provides a quick response and acknowledge ticket with automated replies
You can modify workflow automations to perform many versatile tasks. Automations are highly flexible and allow you to save a ton of time.
Automatically route, assign, prioritize — and much more.
Reduce ticket volume with self-service
For issues that require human intervention, you can direct the customer to the knowledgebase application. Within the knowledgebase, you can create a variety of articles for products, procedures, services and more. You can also make use of the self-service portal application. End-users can login to the portal to stay up-to-date on ticket progress and status.
Save time with canned responses
I’m having connection issues! How do I reset my password?
Sound familiar? Don’t waste time typing out responses every time. Instead, answer common questions with just the click of a button using canned responses. Canned responses can have dynamic properties to embed contextual information automatically.
Internal help desk software perfect for IT teams
IT teams can serve external customers or internal customers. OneDesk’s internal IT helpdesk software provides greater visibility and control over IT-related issues. Reduce business interruption by tracking and managing all tickets and tasks.
Assign appropriate teams to resolve multi-tiered technical problems to provide quality service.
With OneDesk, the IT team can use standard views or create custom views of the tickets. This feature allows the team to filter and group tickets, making tracking and organizing simple. See all the tickets assigned to you or group tickets by priority level, just as a few examples.
A highly flexible internal IT solution
Have unique workflows for each issue types? Create multiple tickets types with configurable names, icons, and lifecycle statuses.
Provide more information by adding custom fields to your tickets. Custom fields can be of multiple types: text, number, date, cost, and choice. You can name the field and add it to different ticket types or projects based on your requirements.
Escalate a ticket into a task to plan and schedule your work. OneDesk provides advanced planning features such as task scoring, dependencies and linked relationships.
Manage your internal projects
Frequently asked questions about internal help desk software
What is an internal help desk?
Many companies may receive requests from other departments or teams within their organization. An internal help desk software allows a team to receive, track, and resolve issues and request from within their organization. For example, IT service providers often work within an organization to install software or manage technical issues. An internal help desk provides tools to centralize and manage requests with less effort.
What is the difference between external and internal help desk?
An internal-facing team is one which serves other teams or departments within their organization. An external-facing team, on the other hand, deals with clients or customers from outside their organization. A configurable software like OneDesk can fit the needs of both an external or internal-facing teams.
What are the benefits of internal help desk software?
As you start receiving multiple requests, it becomes difficult to track, prioritize, and organize them. This issue is compounded if you are receiving these requests from multiple different channels. An internal help desk software can help consolidate requests. For instance, the software centralizes request from multiple channels into one location. It also provides robust tools to organize and prioritize requests. A good internal help desk software, like OneDesk, even provides workflow automations to cut down on repetitive work such as ticket triaging.
Ready to manage your internal help desk?
Try OneDesk for yourself! Sign up below for a free 14-day trial. No credit card required. Or book a demo to see OneDesk in action.
