OneDesk for IT Teams

Automate repetitive tasks, manage projects, and get a handle on tickets with OneDesk’s help desk and project management software.

How does OneDesk help my IT team?

Organize and manage tickets

With OneDesk’s ticketing system, you can track, monitor, and resolve tickets in one centralized location. Capture tickets in multiple ways such as email, chat, forms, or 3rd party apps.

Choose from different dashboard views such as the ticket board, list, or hierarchical view. Use filters, groupings, searches, and saved views to see what you need and never miss a thing.

Capture complete tickets

Your end-users submit IT requests daily. Use ticket forms to capture the right information and ensure everything is running smoothly.

Customize your ticket forms by:

Adding custom fields
Setting fields as required or not
Creating ticket forms for different issue types
Routing tickets based on field choices

Streamline the IT deployment process

IT teams handle various projects such as software deployments. OneDesk’s project and task management features allow you to handle tickets in the same place as projects. Track and record all the steps needed to complete IT projects. Manage even complex IT projects with features such as task dependencies, subtasks, and automated workflows.

OneDesk enables you to create your own templates to simplify your software deployment process. Templates allow you to kick-start a new project easily with all tasks created and assigned accordingly.

Track time accurately

Time tracking allows IT teams to monitor team productivity or provide reports to managers. IT teams can also identify how much time to spend on each task, enabling them to prioritize tasks at the appropriate level.

With OneDesk, you can log timesheets to your tickets and tasks. You can then monitor where your hours are spent. This enables your team to stay focused on the work at hand and make data-driven decisions. Timesheets and timers in OneDesk are easy-to-use as you work.

Invoice for your time & projects

If you are an external IT company, you probably bill based on time or project rollouts. OneDesk makes this easy with built-in quoting and invoicing features. Create and send invoices based on tracked billable time. Or, charge clients for prepaid hours. Prepaid time is reduced from the client’s account as your team logs time.

Save time on common issues

As an IT professional, you’ve probably dealt with many common tickets. Instead, reduce ticket volume and save time with features like self-service tools, AI, and canned responses.

AI-powered self service

OneDesk includes a self-service knowledge base where end-users can browse and search for answers.

OneDesk’s self-service tools can also be AI-powered. The AI agent is trained on your content – articles, saved replies, or your webpages. This GPT-style AI agent can answer questions in the chat, deflect issues before the ticket forms, or summarize content in your knowledge base.

Automate Service Level Agreements (SLAs)

SLAs are policies that define the level of service you deliver to your end-users. SLAs can define the ticket response time, the ticket resolution time, and more. IT teams generally use SLAs to measure and improve the responsiveness of their teams and increase customer satisfaction.

OneDesk automates linking SLA policies to support tickets. This eliminates the need to add SLA policies to each ticket type and reduces repetitive work for your team. You can then monitor SLAs by their breaches, priority, assignees, etc.

Manage IT projects collaboratively

IT projects require collaboration with teams and clients to identify and implement appropriate solutions. These solutions may contain bugs, feature requests, or updates that are resolved via ongoing communication between the IT team and stakeholders.

OneDesk’s communication features enable your customers and users to submit feedback and report bugs. You can hold discussions about your end-user’s needs or ask more questions on reported bugs. With the file-sharing option, you can easily attach files and keep everyone updated about new releases and products.

OneDesk for IT Teams

OneDesk makes ticketing and planning IT projects simple. With OneDesk, you can handle projects from start to finish; capture and resolve ticket from different channels; Keep end-users and teammates in the loop with real-time messaging and email integration; Automate processes with flexible automated rules.

Why OneDesk?

OneDesk is a combination of help desk and project management in one application. These features mean you can manage your help desk alongside completion of projects. You can also incorporate issues or bugs into project plans. Best of all you don’t need to purchase, learn, integrate, and switch between multiple applications.

Frequently asked questions about OneDesk for IT Teams

Can we use OneDesk for an external IT company?

Yes, OneDesk is popular with external IT companies. We offer a web widget that can be added to your website. This feature allows customers and prospects to reach out and submit tickets. You can also receive tickets via email and forms. With built-in time tracking, invoicing, and project management, you can handle many aspects of your IT company.

Can an internal IT team use OneDesk?

Yes, OneDesk can be used by internal IT teams. It provides ticketing from email, chat, forms, and tools popular with internal teams, such as Teams and Slack. You can use OneDesk's project management features to handle internal IT work like software rollouts. Our pricing is also only based on the number of IT agents.

What OneDesk features are useful for IT teams?

OneDesk has many features that are helpful for IT teams. Your team can centralize ticket intake from multiple channels, reduce ticket volume with self-service tools, and plan IT projects.

Features include:

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