Customer Support Alternative to Email
OneDesk is a ticketing system that takes your email support workflow further. See how OneDesk is better.
Key differences : OneDesk vs Email
Email is one of the oldest ways of providing online customer support. In fact many businesses, especially SMBs, use email as their main or only support tool. The problem is, email wasn’t designed to handle support, especially as your business grows.
OneDesk is a customer service platform. It is not meant to replace email, but rather works with it to optimize your support workflow. OneDesk directly connects with your email inbox to capture tickets. It can then automatically assign, tag, and organize emails. From OneDesk, you get a complete picture of email tickets, including what has been done and what needs to be done.
Top reasons to search for a email alternative for support
Eventually email alone cannot handle high volumes of customer support. Here are reasons to switch from email:
- Lack of accountability
- No tracking or statuses
- No automation
- Lack of collision detection
- No collaboration
- No reporting or analytics
Compare OneDesk and Email for support
Key feature comparison
| OneDesk | ||
|---|---|---|
| Status labels | ||
| Assign tickets | ||
| Self-service knowledgebase | ||
| SLA management | ||
| Set priorities | ||
| Automated assignment, prioritization, tagging, etc. | ||
| Time Tracking | ||
| Reporting & dashboards | ||
| Agent collision detection | ||
| Customer context & profiles |
Why OneDesk is better than Email for support
Get real visibility
Compared to Email, OneDesk transforms your inbox into a centralized workspace for every inquiry. Instead of wondering if a teammate has already replied, you gain real-time visibility into who is working on what through clear assignments and collision detection.
Reduce ticket volume
One of the primary goals of a support platform is to handle common questions before they even reach your inbox. By providing self-service tools, you can deflect routine inquiries. This ensures that your team is only spending their time on high-value problems and you can scale your support far beyond your headcount.
Automate your workflow
Automation replaces manual admin with custom rules. You can set up triggers to automatically escalate tickets that haven’t been touched, send follow-up emails to customers who haven’t replied, or tag tickets as “Urgent” if they contain specific keywords. By automating repetitive tasks, you ensure your processes are fast and streamlined.
6 reasons teams choose OneDesk
Cost-effective
Get enterprise level features without the enterprise cost.
Expandable
Replace multiple subscriptions with an all-in-one product suite.
Customizable
Easy to start yet one of the most customizable solutions.
Flexible
Deploy on the cloud or on-premise.
All-in-one
Handle tickets, chat, tasks, and more in one platform.
Collaborative
@ mention your team and share files in-context.
FAQ
OneDesk is not an email client, but a customer support platform that connects to your inbox. When connected, OneDesk converts incoming emails into tickets.
Compared to email OneDesk is designed to specifically handle support workflows, such as:
- Automations - Rules to automatically organize, assign, update, and categorize tickets.
- Collision Detection - Prevent agents from responding to the same ticket by seeing who is typing.
- Ticket assignment - Give clear accountability by assigning tickets.
- Customer profiles - Better understand the customers needs and past inquiries
- Collaboration - Loop in teammates or send internal messages in-context
Email is still one of the most popular and accessible ways to interact with your customers. Don't ditch email, but take your email further by integrating your inbox with a ticketing system.
When you sign up for OneDesk the Quick Setup Wizard guides you through the essential steps to connect your Email to OneDesk. Once connected, all new emails will be created as tickets in OneDesk.
Feel free to book a demo with our team! We would be happy to show you the product and answer any questions.
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