Manage Lab Infrastructure and Research System Support
Your Engineering team maintains sensitive lab equipment, high-performance computing, and facility systems. Quick response to system failures and maintenance needs is vital. OneDesk organizes all infrastructure support and development tasks.
Trusted by Research Institution teams around the world
Handling Emergency Lab Equipment and System Failures
A failure in critical lab equipment or HPC clusters stops research immediately. OneDesk centralizes all facility and system tickets, prioritizing emergencies instantly. Ensure no critical maintenance request disrupts vital research.
Poor Visibility into Infrastructure Issue-to-Resolution Time
You need to prove your team's efficiency in keeping research running. Use OneDesk to set Service Level Agreements (SLAs) for different issue types. Track your team's response time for critical lab equipment outages. Improve your service metrics for PIs.
Integrated System Maintenance and Request Ticketing
Centralize all engineering and facility requests from email and internal forms. Connect monitoring alerts to automatically create tickets for critical systems. Use custom views to filter by "HPC Cluster Failure" or "Sensitive Lab Equipment Repair."
Automate Triage and Assignment for Research Issues
Automation ensures immediate attention for high-priority needs. Automatically assign any ticket mentioning "server down" or "data loss" to the on-call engineer and notify the Lab Director. Route all routine "Preventative Maintenance" requests to the correct scheduler. This saves valuable time.
Internal Portal for Reporting Lab and System Issues
Provide a simple portal for researchers and staff to report facility and system problems. They can check the status of their reported issue, like a broken machine or network problem. Use the Knowledge Base to host guides for common equipment resets. This reduces direct calls to your team.
AI Analyzes Error Reports and Suggests Maintenance Fixes
Complex research equipment issues often involve detailed logs and reports. The AI can summarize long log files or detailed user descriptions pasted into a ticket. It can help suggest potential causes or past fixes for similar issues. This assists your engineers in faster diagnosis.
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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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