Deliver Specialized Support to Researchers and Staff
The Support team includes administrative help desks, core facility support, and general staff assistance. You manage high-volume, specialized inquiries daily. You need an efficient, centralized system to keep services running smoothly. OneDesk centralizes all your research support services.
Trusted by Research Institution teams around the world
Fragmented Support Across Labs and Departments
Researcher inquiries get lost bouncing between the core facility, administration, and IT. OneDesk creates a unified intake point for all general support issues. Prioritize urgent lab and equipment needs. Improve overall service consistency and speed.
Multi-Channel Intake for All Researcher Inquiries
Provide a portal, live chat, and connected email for researchers and staff to submit questions easily. All input becomes a trackable ticket. Use SLAs to prioritize urgent requests like equipment failure or critical data access. Custom views allow the Administrative team to see one queue and the Core Facility team another.
Manage Complex Cases and Service Delivery Projects
Treat multi-step processes like equipment repair logistics, regulatory compliance cases, or complex administrative support as projects. Break down the case into tasks: documentation, review, and communication. Assign tasks to different specialists (e.g., Core Manager, Admin Assistant). Track time spent on complex cases for resource planning.
Automate Inquiry Triage and Service Handoffs
Automatically assign a new equipment repair request to the specific core facility technician. Set up rules to escalate a ticket if a high-priority administrative issue is pending for too long. Send an automated satisfaction survey to a researcher after a service request is closed. Automation ensures fast, correct service routing.
Track Effort and Service Costs for Departments
Time tracking is vital for showing the resource load on different research and administrative services. Log non-billable time spent on supporting specific labs or complex administrative requests. Use this data to justify departmental budgets and staffing levels. Generate internal reports on inquiry volume by topic.
AI for Quick Service Information and Case Summaries
The AI assistant can quickly generate clear answers to common questions about institutional policy or core facility usage. Use AI to summarize long case histories or administrative records for support staff. It can draft initial follow-up communications to researchers. 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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