OneDesk for Customer Support Teams

Handle more support tickets, speed up response times, and cut back on common and repetitive issues with OneDesk.

Manage all customer messages

Stay in touch with your customers in the way they prefer. Integrate your own email, provide live chat from your website, answer calls, and more. Everything is centralized in one place.

Email

Directly integrate your email inbox to capture tickets. Send and receive responses straight from OneDesk.

Portal

Provide end users with a ticket portal where they can view and manage tickets -- reducing agent follow up.

Web Widget

Provide easy-to-access support directly from your website or Sharepoint with a customizable widget.

Phone

Answer incoming support calls and link them to tickets without switching tools.

Ticket Form

Capture detailed tickets right from the start with a configurable ticket form.

Why OneDesk for customer support?

Get a handle on support requests

OneDesk’s helpdesk system enables you to capture, assign, and respond to tickets from one centralized platform.

Create tickets from email integration.
Capture all the necessary information in one go with ticket forms.
Log tickets from live chats.
Integrate with other apps to create tickets.

Get complete visibility on tickets from your powerful dashboard views.

Keep customers notified

Don’t let your customers think you’ve missed their question!

Automatically send replies when tickets are created.
Configure other automated replies from a variety of triggers.
Let customers stay updated on their own terms with the included customer portal.

Balance workloads & optimize resources

Monitoring the team’s workload ensures that no single team member is overworked or under-tasked.

Assign tickets automatically by round-robin.
The ticket Kanban visualizes work distribution.
Use the workload view to monitor availability and assign tickets accordingly.
Assign automatically based on availability.

Scale your support with AI

Save time and money by focusing on high-value issues and letting AI handle common questions. The AI learns solely on your content – so responses are accurate and focused.

AI agent

Provide support 24/7 and reduce your ticket load. The AI Agent learns from your content – website, knowledgebase articles, canned responses, and historic replies.

Summarize tickets

Need to loop in a teammate? Forget what this ticket was about? Instead of sifting through long threads, let OneDesk AI condense complex tickets into short actionable summaries.

Generate KB articles

Build out your knowledge base easily and keep track of your solutions. Easily convert tickets into structured knowledge base articles. OneDesk AI removes personal information and extracts key information to create detailed articles.

AI suggested replies

Why spend time looking for a saved reply or typing out a new one? Let AI easily draft intelligent replies based on the conversation context.

Promote team collaboration

Team collaboration ensures exceptional service to customers. By sharing knowledge and feedback, teams can quickly resolve problems and maintain positive long-term relationships with customers.

Hold private conversations alongside ticket details.
@ mention teammates to loop them into a customer message.
Share files directly in the conversation.
Assign tickets for more than one person.

Provide real-time service

Quick responses help teams improve customer relationships.

Add the live chat widget to your website
Engage with customers and prospects with live chat
Create tickets from live chats
Customer can leave the chat and continue conversation via email or the portal

Reduce volume with self-service

Use the knowledge base to quickly provide information to customers.
Promote self-service so customers can locate the answers they need.
Enable the AI agent to respond to customers in the chat, deflect tickets, or help summarize your content.

Why OneDesk for Customer Support?

OneDesk is built with customer support teams in mind. Using OneDesk, your team members can automate repetitive tasks such as organizing tickets, auto-assign teams to specific tickets, and more. You can also generate reports, schedule them according to your preference, and email them to everyone involved.
OneDesk is a combination of HelpDesk and Project Management in one application. OneDesk makes it easy for you to manage projects without the need to purchase, learn, integrate, and switch between multiple applications.

Questions about OneDesk for customer support teams

What kind of customer support teams use OneDesk?

OneDesk is popular with internal service teams and external B2B teams. OneDesk is a very flexible tool that can fit a variety of industries such as IT, healthcare, professional services, and education.

What OneDesk features are useful for customer support teams?

OneDesk has many features that are helpful for customer support teams. Your team can centralize tickets and communication from multiple channels, reduce ticket volume with self-service tools, and manage support tasks.

Features include: