Manage Client IT Service Desk and Infrastructure
Your IT team provides managed IT services, internal staff support, and infrastructure management for multiple BPO clients. You need a robust, multi-tenant system for help desk and project work. OneDesk is your unified client IT work platform.
Trusted by Business Process Outsourcing teams around the world
Overwhelmed by Multi-Client, High-Volume IT Issues
BPO IT is a high-volume, multi-tenant environment with constant support requests from diverse client organizations. OneDesk turns every client issue into a trackable ticket. This allows for quick prioritization based on client SLAs and impact. Reduce client downtime and uphold contract terms.
Multi-Tenant IT Help Desk Ticketing
Provide a client-facing portal, live chat, and connected email for client staff to report IT issues. All submissions become tickets. Set up strict SLAs with automated escalations for critical client system outages. Custom views separate tickets by client and service line. Support is efficient and client-focused.
Manage Client System and Infrastructure Projects
Treat large projects like the onboarding of a new client's system or a major infrastructure upgrade. Break down the project into technical tasks with dependencies. Assign specialized work to system admins. Use project roadmaps to plan major system replacements across client portfolios. Ensure seamless delivery.
Automate IT Service Desk Triage and Escalation
Automatically assign a new client ticket to the technician dedicated to that client's contract. Escalate any ticket that violates a high-tier client SLA instantly. Send an automated notification to a client's manager when a critical ticket is resolved. Automation ensures immediate and correct routing of issues.
Quote for IT Services and Invoice Billable Time
Generate quotes for new managed IT service contracts or major project work. Log billable time for all work on client systems, support, and projects for accurate invoicing. Track internal non-billable time for training or process improvement. Use this data to manage client profitability and price services competitively.
AI for Faster Troubleshooting and Documentation
The AI assistant can summarize long user problem descriptions or detailed system logs. Use AI to draft quick, clear documentation for client staff on using their systems. It can help the help desk categorize incoming issues instantly. This speeds up first-call resolution. Your IT staff spend less time on documentation.
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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