Deliver Excellent Visitor and Research Support
The Support team includes visitor services, membership desks, and research librarians. You manage high-volume, diverse inquiries daily. You need an efficient, centralized system to keep services running smoothly. OneDesk centralizes all your institution's support services.
Trusted by Libraries & Museum teams around the world
Fragmented Support Across Departments and Services
Visitor inquiries get lost bouncing between the front desk, education, and research departments. OneDesk creates a unified intake point for all general support issues. Prioritize urgent security and research needs. Improve overall service consistency.
Multi-Channel Intake for All Visitor Inquiries
Provide a portal, live chat, and connected email for visitors and researchers to submit questions easily. All input becomes a trackable ticket. Use SLAs to prioritize urgent requests like security issues or critical research access. Custom views allow the Reference Desk to see one queue and Visitor Services another.
Manage Complex Research and Customer Cases
Treat multi-step processes like complex research requests, collection access applications, or member disputes as projects. Break down the case into tasks: documentation, review, and communication. Assign tasks to different specialists (e.g., Archivist, Membership Coordinator). Track time spent on complex cases for resource planning.
Automate Inquiry Triage and Service Handoffs
Automatically assign a new research inquiry to the specific subject matter librarian. Set up rules to escalate a ticket if a high-priority security issue is pending for too long. Send an automated satisfaction survey to a visitor 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 visitor and research services. Log non-billable time spent on supporting specific programs or complex research 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 hours, policies, or exhibit locations. Use AI to summarize long research requests or member history for support staff. It can draft initial follow-up communications to patrons. This reduces manual communication load. Your support team focuses on personalized, high-impact service.
Integrate with your tools
Enterprise Grade Security
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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