OneDesk for Software Companies
OneDesk is a help desk and project management solution for software development companies. Plan your projects and releases, log issues, and provide customer support — all from one application.
How does OneDesk aid software companies?
Issue tracking and release management combined
To help maintain connectivity amongst one another, it’s essential to have a system in place to keep everything organized. OneDesk combines help desk & project management into one application.
OneDesk increases efficiency by unifying your workflow. Use the help desk side of OneDesk, to log tickets, bugs, or feature requests from customers or team members. From the same application, project managers can plan their releases or projects. The project management side of OneDesk can be used separately from help desk or be tightly integrated together. For instance, link or incorporate your customer’s feature requests into the release schedule.
Agile or waterfall project management
Serious about scrum or prefer something more hybrid? OneDesk’s project management for software companies allows you to use the methodology you need. Plan your projects, tasks, cost, and schedule within OneDesk. Versatile and advanced features like the Kanban board, Gantt chart, agile points, and subtasks, allow your team to work efficiently and ship great products.
Support your customers
Tightly integrated help desk let’s you support your customers. OneDesk includes customer applications and email integration, allowing your customers to receive support from different channels. If you’re building software for a customer, you can easily acquire all the necessary information through the client-facing discussions. If you are a SaaS company, OneDesk allows you to provide continuous customer support, or take in feature requests or bug reports.
Help desk features for software companies
Manage customer support, log issues, and take in requests using OneDesk’s help desk features.
Provide great software support
OneDesk’s built-in help desk software lets you capture support tickets from multiple channels including email, forms, live chat, or integrated third party apps. You can then assign and respond to tickets from one centralized place. Simultaneously hold private internal conversations and separate client-facing discussions on the same ticket.
Email integration
Capture and respond to customer emails directly from your OneDesk account. OneDesk will create a new ticket from the email, capture attachments, and create a new customer record if necessary. Email integration allows you to keep track of customers needs as everything gets sent directly to the OneDesk platform.
Issue tracking tool
Your customers, developers, or QA team can log issues as tickets in OneDesk. Keeping everything in one location allows your team to easily track, prioritize, assign, and work on issues.
Tickets meet tasks
Tickets contain all the information your team needs to support customers or log issues. When a customer submits an issue, they can attach files, screenshots, a description, and more. Custom fields allow you to capture information specific to your company. You can also have unique ticket types, for example, one for bugs and another for customer questions, allowing your team to create unique workflows or separate concerns.
Another unique aspect of OneDesk is the ability to convert a ticket to a task. The converted ticket can then be planned, scheduled, assigned story points, and more. This feature allows your team to incorporate feedback into projects or releases.
Knowledge base for software companies
Always answering the same questions on release details or known issues? Let customers find the answers quickly by publishing FAQs to the knowledge base. A knowledge base increases customer satisfaction while reducing the workload on your support team.
Customer portal for software companies
OneDesk includes a web-portal designed especially for your end-users. Engage with them on your website and allow them to report issues, make suggestions, and receive answers. The web portal is completely customizable – you can change the appearance, features, behavior, and customer permissions. If you’re building software for a customer, this web portal allows your customer to easily engage with you to be part of the process every step of the way.
Project management for software companies
Get all the project management features you need, from budgeting, to time tracking, project planning, and team collaboration.
Scrum & agile project management
In addition to many robust project management features OneDesk can also be with agile methodology. Some agile project management features include:
- Agile (story) points
- burndown & velocity charts
- Kanban board
- Project roadmap
- Recurring tasks
- Customer feedback & communication
Work the way you want
OneDesk is a customizable and flexible solution. You can customize your work views in a way that fits your needs. Work views can consist of Kanban boards, Gantt charts, lists, roadmaps, or a hierarchical view and can be filtered and grouped in various ways.
KPIs and reports for software companies
Make informed decisions and monitor progress using a variety of KPI charts and graphs. You can also export your data or create scheduled reports to analyze your information.
Shape your workflows
Use automations to cut down on repetition and streamline your workflow. Set up actions based on a variety of trigger conditions. For instance automatically:
- Assign tasks to an individual or team.
- Change the status of a task.
- Send a notification to a teammate.
- Reply to a customer ticket using an email template.
- Route a ticket or task to a project.
- and much more!
Discussion & team collaboration
In OneDesk you can share projects with the entire team, with specific members such as Software Engineers or QA, or instead keep them private. Everyone sees only what pertains to them and this, in turn, will increase efficiency. OneDesk has real-time messaging to communicate with your team. Conversations can be attached to tickets or tasks, allowing you to stay in-context when communicating.
Assign & prioritize tasks
Keep your entire team in the loop (including customers) with built-in discussions and email notifications on tasks and projects. View your resources’ workload and easily reassign tasks for optimal time management and work distribution between teams and members. If you’re building software for a customer, you can easily assign or re-assign tasks amongst your team and keep track of the goals set by project managers.
Integrations for software companies
Streamline your workflow even more by connecting your other tools to OneDesk. OneDesk offers a variety of out-of-the-box integrations, as well as Zapier support and a public API. Add issues in GitHub as OneDesk tasks, create tickets in OneDesk from your Slack channel, and much more.
Mobile app for software companies
Carry your OneDesk around with you. Our mobile app connects to your OneDesk account so you can:
- Access, create, and reply to help desk tickets.
- Get notified of new assignments.
- Communicate with your team.
- Attach or send files.
- Log work with timers & timesheets.
- Update the progress of tasks.
- Create new tasks and submit them to your projects.
- Prioritize or assign tasks.
- Change the planned schedule or agile points on a task.
FAQ: OneDesk for software companies
Can we use OneDesk for a software development firm?
Yes, OneDesk is a good fit for a software development agency. We offer a web widget that can be added to your website. This feature allows customers and prospects to reach out and submit issues, questions, or feature requests. You can also receive tickets via email. With built-in project management you can plan your development with Kanban boards, Gantt charts, and more. OneDesk also offers time tracking, quoting, and invoicing, allowing you to handle many aspects of your software firm.
What OneDesk features are useful for software companies?
OneDesk has many features that are helpful for software companies. Your team can centralize request intake from multiple channels, push requests into your release schedules, as well as plan and bill for projects.
Features include:
- Project templates
- Automations
- Custom request forms
- Email integration
- Project and task planning
- Time tracking
- and more
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