Deliver High-Quality Support to Researchers and Staff
Your Support team is the go-to for all general institution questions not covered by IT/Admin. Fast, accurate help is crucial to research momentum. OneDesk helps you manage the high volume of diverse inquiries efficiently.
Trusted by Research Institution teams around the world
Overwhelmed by High Volume of Diverse Researcher and Staff Questions
Researchers ask about publishing; staff ask about general admin; everyone needs general help. OneDesk centralizes every inquiry from email, web, and chat into one queue. Agents manage tickets efficiently, reducing wait times for everyone.
No Clear Way to Measure Service Quality Across Research Groups
You need to track service quality for different research groups and administrative departments separately. Set up Service Level Agreements (SLAs) for different service categories, like "Publication Support" versus "General Admin." Measure response and resolution times.
Multichannel Ticketing for General Institution Support
Centralize all support—whether from general info email, the website contact form, or live chat. Use custom views to filter by "General Information Request," "Publication Inquiry," or "Admin Support Question." Log every interaction for clear accountability.
Automate Triage for High-Impact Support Requests
Automation instantly directs urgent needs to the right staff member. Automatically assign any ticket mentioning "safety hazard" or "emergency contact" to a high-priority queue. Route all "Payroll Questions" directly to the finance office. This ensures immediate attention to the most critical requests.
Researcher and Staff Portal and Self-Service Knowledge Base
Offer an easy-to-use portal for the community to submit requests and check status. The Knowledge Base can host self-help articles on publishing guides, common FAQs, and internal directories. This deflects simple questions, letting agents focus on complex cases.
AI Helps Agents Draft Quick, Accurate, and Consistent Replies
Answering high-volume, similar questions from researchers takes time. AI can summarize long, complex user issues into quick points for the agent. It can help draft consistent, accurate replies for common questions about administrative policy or procedures. This boosts agent productivity.
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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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