Deliver Seamless Technology Support for Advanced Research
Your IT team supports researchers on cutting-edge systems, from cloud computing to data storage. Fast, reliable help desk service is essential for research productivity. OneDesk manages all IT requests from a single platform.
Trusted by Research Institution teams around the world
Struggling to Triage High Volume of Diverse Research IT Issues
From a lab software issue to a massive data storage request, your queue is full. OneDesk centralizes all issues from email, chat, and the service portal. It instantly organizes tickets by severity or research group. Your team can prioritize critical, time-sensitive work.
Lack of Clear Service Metrics for Specialized Research IT Services
You need to track service quality for different research clusters and systems. Set up Service Level Agreements (SLAs) for critical HPC services versus general staff issues. Use reporting to prove you are meeting service expectations for your PIs.
Centralized IT Service Ticketing and Asset Mapping
Connect your research help desk email to automatically create tickets. Use custom views to filter by "HPC Cluster Issue," "Data Storage Request," or "Lab Software Bug." Track IT assets and link them directly to the user's ticket.
Automate Research IT Triage and System Routing
Automation ensures instant attention for high-impact problems. Automatically assign any ticket mentioning "cloud outage" or "data breach" to a high-priority queue. Route all "General Staff Issues" to the administrative IT team. This reduces manual ticket sorting.
Branded Researcher and Staff Self-Service Portal
Offer a simple, branded portal for researchers to log their IT issues and requests. They can check the status of their ticket easily. The Knowledge Base can host "How-To" guides for cluster access, specific research software, and security protocols. This frees up your agents.
AI Quickly Suggests Fixes for Complex Research Software Issues
Researchers often encounter obscure software or system problems. Paste error logs or detailed user descriptions into the ticket. The AI can summarize the issue and suggest known fixes from your historical data. This significantly speeds up resolution time for technical staff.
Integrate with your tools
Enterprise Grade Security
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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