Deliver Excellent Support to Citizens and Staff
The Support team includes 311 services, administrative help desks, and general staff assistance. You manage high-volume, diverse inquiries daily. You need an efficient, centralized system to keep services running smoothly. OneDesk centralizes all your municipal support services.
Trusted by Municipal Service teams around the world
Fragmented Support Across Departments and Services
Citizen inquiries get lost bouncing between the 311 call center and various city departments. OneDesk creates a unified intake point for all general support issues. Prioritize urgent public safety and utility needs. Improve overall service consistency and speed.
Multi-Channel Intake for All Citizen Inquiries
Provide a portal, call center integration, and connected email for citizens and staff to submit questions easily. All input becomes a trackable ticket. Use SLAs to prioritize urgent requests like service outages or safety concerns. Custom views allow the 311 team to see one queue and the Administrative team another.
Manage Complex Citizen Cases and Service Delivery
Treat multi-step processes like complex permitting cases, citizen complaints, or cross-departmental administrative support as projects. Break down the case into tasks: documentation, review, and communication. Assign tasks to different specialists. Track time spent on complex cases for resource planning.
Automate Inquiry Triage and Service Handoffs
Automatically assign a new public works issue to the specific crew based on the location. Set up rules to escalate a ticket if a high-priority public safety issue is pending for too long. Send an automated satisfaction survey to a citizen after a service request is closed. Automation ensures fast, correct service routing.
Track Effort and Service Costs for Departments
Time tracking is vital for showing the resource load on different citizen and administrative services. Log non-billable time spent on supporting specific public programs or complex citizen requests. Use this data to justify departmental budgets and staffing levels. Generate internal reports on inquiry volume by topic.
AI for Quick Service Information and Case Summaries
The AI assistant can quickly generate clear answers to common questions about city services, policies, or permit requirements. Use AI to summarize long case histories or citizen complaint records for support staff. It can draft initial follow-up communications to citizens. This reduces manual communication load. Your support team focuses on personalized, high-impact service.
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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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