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We believe software should be easy enough for you to simply configure, and start using. We have made an effort to make OneDesk as configurable, automated, and easy-to-use as possible. However, depending on the complexity of your setup, or just to save time, you might want a helping hand. We therefore offer a menu of services designed to help you get the most out of your OneDesk experience. These paid services are entirely optional since you can achieve all that is needed on your own without our help.
Prices in USD. Please contact us if you require additional information, you can request a quote or email at hello@onedesk.com
Please note that these services are mostly things that you could perform yourself. Our services team will generally be using the same tools available to you to perform these services.
(Most services are available for both the cloud and on-premise versions of OneDesk unless otherwise stated).
Chat and standard email support is free
Onboarding & Setup Services
Data structure and workflow setup
$499
You will provide us with a written description of your data model. We will configure your OneDesk account with the appropriate structure. An hourly rate of $199 applies for any extra work or modifications needed.
Specifically this configuration covers:
- Helping you determine the appropriate representations for portfolios, projects and folders.
- Creating multiple types of projects and portfolios as required.
- Creating the statuses for projects as required.
- Creating the types of tickets and tasks, and configuring their statuses.
- Adding custom fields to tickets, tasks and projects.
- Configuring the internal forms for tickets and tasks.
- Creating a basic SLA policy (if required) and enabling the related automations.
- Editing your automated emails with content provided by you.
- Activating, deactivating, or modifying business rules (workflow automations) for tickets and tasks based on your responses.
- Creating sample data that displays your data structure.
- Answering any questions you have about your setup.
Importing existing data
$299
If you are using other systems and plan to transition to OneDesk, we can help you import projects and items (tasks, tickets, etc.)
You will provide us with labeled and cleaned CSV files with columns for the properties you want imported. The “name” (subject) column is required.
We will import these files, with each file creating a project in OneDesk and each row in a file will create an item. For columns that do not map to OneDesk’s native properties, we will create custom fields. If you have special instructions, please let us know.
Importing users and customers
$299
If you have a list of users and/or customers that you would like imported into OneDesk, we can perform that service for you.
You will provide us with 2 labeled and cleaned CSV files (1 for users and 1 for customers) with columns for the required, importable properties. The email address column is required.
We can provide a template CSV if requested
Customer Apps setup
$399
We do the customer apps setup for you: Messenger, Knowledgebase, Webforms, and the Customer Portal. An hourly rate of $199 applies for any extra work or modifications needed.
Specifically this configuration covers:
- Enabling and disabling the customer apps that you wish to make use of: Messenger, Webforms, and the Customer Portal
- Updating the main color of your customer apps to a color selected by you
- Updating your logo with an image provided by you
- Changing the text or language of the customer portal based on text provided by you
- Updating the online and offline messages with text provided by you.
- Creating Knowledgebase categories and hierarchy as specified by you
- Enabling the webforms for the item types requested by you, with the titles, subtitles, and properties specified by you.
- Modifying the customer portal settings to determine the rules on customer registration, enabled feature, and item access.
- Answering any questions you may have
SSO (Single Sign On) setup
$299
(Available for Cloud version only)
We configure your OpenID Connect or SAML2-based Single-Sign-On configuration (includes Active Directory Federation Services 2)
Specifically this service includes:
- You provide us with your SSO information.
- We configure this in your account.
- This integration enables user login and user provisioning.
- We help you test to ensure that SSO is functioning.
On-Premise or Private Cloud installation or upgrade
$1999
(Available for on-prem version only)
If you would like us to install or upgrade OneDesk on your own servers or using the AWS or Azure clouds.
(Includes migration from cloud to on-premise, if applicable). You will provide us with remote access to your servers or cloud instances that meet the minimum hardware requirements. You will complete the emailed set of questions regarding the configuration you require. We will schedule a period with our Services Team when they will perform the installation or upgrade of your installation. If it is a new installation, we will provide you with links and credentials to log into the newly installed instance of OneDesk On-Premise/Private Cloud. You can then remove our access.
Customization Services
Reports
$299 per report
You provide us with the specifications for your report (including a sample), we prepare the report template for you and make it available to you in OneDesk. A single report template generally consists of a table of data.
Specifically this service includes:
- You provide us with instructions and a sample of the report you would like generated.
- We create a link inside your account that, when clicked, will generate the report requested.
- Note that reports may only make use of data that exists inside OneDesk, and layouts and formats that OneDesk supports.
Integrations
$399 per integration
(Available for Cloud version only)
This service is specific to integrations using Zapier. We will connect OneDesk with a 3rd party app using your own Zapier account.
You specify:
- The Zapier account we should use
- The 3rd party app you would like to connect to
- The direction of the data-flow (from OneDesk to app, or App to OneDesk)
- The items in each system you would like synced
- The properties you would like synced and their mappings
- The trigger event that will invoke the syncing
- Integration requires public over the internet access to all apps
Support & Training Services
Introduction to the basic configuration of administrative options
$199
A 1-hour, one-on-one session to explain and help you configure the OneDesk administration and configuration options.
Specifically this session covers helping you with:
- Select the correct pricing plan for your company
- Setting your organization preferences including company logo, working time, message and billable defaults
- Editing your email template, including header, signature, and display addresses
- Assisting you with setting up your ticket capture from email
- Deactivating the applications you do not wish to use
- Answering any questions you may have
- A recording of the session will be provided upon request.
Introduction to data structure
$299
A 1-hour, one-on-one session to suggest a OneDesk data model comprised of projects, portfolios, folders, types, statuses, custom Fields, users, teams, customers, and organizations to accommodate your organization’s needs.
This session includes:
- Answering any questions you may have
- A recording of the session will be provided upon request.
Introduction to Customer Apps
$199
One-on-one 1-hour session to assist you in configuring your customer apps: messenger, portal, and forms.
This session includes:
- Answering any questions you may have
- A recording of the session will be provided upon request.
Training sessions
$199 per 1-hour session
Do you require training on OneDesk’s features for helpdesk, project management, automations, types, statuses, Views, Customer Apps? You select the subject and we offer a 1-hour, online training session. Invite your whole team!
Hourly service
$199 / hr
You can get additional services on an hourly basis.
Onboarding Service Packages
Silver service package
$999
The Silver package includes:
- Introduction to the Basic
- Configuration of Administrative options
- Introduction to Data Structure:
- Importing users and customers
- Introduction to Customer Apps
- 1-hour of Training
Gold service package
$1599
The Gold package includes:
- Everything from the Silver package plus…
- Importing existing data
- 1 Custom Report
- 1 Zapier Integration (Cloud version only)
- SSO Setup (Cloud version only)
Platinum service package
$1999
The Platinum package includes:
- Data Structure and Workflow Setup
- Importing existing data
- Importing users and customers
- Customer Apps Setup
- 1 Custom Report
- 1 Zapier Integration (Cloud version only)
- SSO Setup (Cloud version only)
- Two 1-hour training sessions
Subscription Service Packages
Subscription services are are available on an annual subscription basis only. Additional services can be purchased a-la-carte.
White Glove Service (Cloud)
$4000 /year ($400/month if paid monthly)
For customers using the cloud version of OneDesk. The white glove subscription includes:
- Initial account setup as requested as per the Platinum Service Package.
- Assistance with your email setup and configuration.
- Up to 6 one-hour training Sessions per year for you or your team.
- Unlimited one-on-one demos to answer your questions regarding features and functionality.
- Priority Email responses to any questions regarding usage or functionality of OneDesk (Priority identification code will be provided).
White Glove Service (On-Premise/Private Cloud)
$6000 /year ($600/month if paid monthly)
For customers using the on-premise or private cloud versions of OneDesk. The white glove subscription includes:
- Assistance with your email setup and configuration.
- Up to 6 one-hour training Sessions per year for you or your team.
- Initial Installation and upgrades of all OneDesk on-premise releases as they are available and as requested by you (usually 4-6 releases per year). (Includes migration from cloud to on-premise if applicable)
- One-on-one call/remote-access assistance sessions with our technical analysts for any technical or IT issues related to your OneDesk installation.
- Priority Email responses to any questions regarding usage or functionality of OneDesk (Priority identification code will be provided).