Deliver Exceptional Customer Service and Uphold SLAs
The Support team is on the front line, providing technical help, answering website questions, and resolving bugs for clients. You manage high-volume, SLA-driven inquiries daily. You need an efficient, centralized system to uphold service standards. OneDesk centralizes all your agency support services.
Trusted by Web Development Agency teams around the world
Fragmented Support Across Client Websites and Issues
Client website issues get lost bouncing between the support desk, development, and account management teams. OneDesk creates a unified intake point for all client issues. Prioritize urgent site-down issues based on retainer SLAs. Improve overall service consistency and speed.
Multi-Channel Intake for All Client Inquiries
Provide a client-facing portal, live chat, and connected email for customers to submit issues easily. All input becomes a trackable ticket. Use automated SLAs with notifications to ensure all service standards are met. Custom views allow the L1 team to see initial triage and the L2 team to see specialized technical issues.
Manage Incident Resolution and Complex Client Cases
Treat multi-step processes like major website outage resolution, complex client complaints, or cross-platform issues as projects. Break down the case into tasks: reproduction, testing, and solution delivery. Assign tasks to different specialists. Track time spent on complex cases for resource planning and SLA reporting.
Automate Inquiry Triage and Escalation to Development
Automatically assign a new technical issue to the developer with the relevant client site knowledge. Set up rules to escalate a ticket to the Development team if a critical site-down bug is confirmed. Send an automated satisfaction survey to a client contact after a service request is closed. Automation ensures fast, correct issue routing.
Track Effort and Service Costs for Client Billing
Time tracking is vital for showing resource load and for accurate client billing for maintenance retainers. Log billable time spent on supporting specific client contracts or complex service requests. Use this data to justify departmental budgets and staffing levels. Generate internal reports on inquiry volume by client.
AI for Quick Service Information and Case Summaries
The AI assistant can quickly generate clear answers to common questions about website features or troubleshooting steps. Use AI to summarize long case histories or user interaction logs for support staff. It can draft initial follow-up communications to customers. 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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