OneDesk for IT Teams
Expand and centralize your ticket intake, automate workflows, deliver IT projects, and bill for services, with a comprehensive solution.
Centralize all your IT tickets
Provide end-users with ticket channels that actually fit their needs. Integrate your own email, provide live chat from your website, answer calls, and more. All centralized in one place.
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, inbound calls, or 3rd party apps.
Choose from different views such as the dashboard, 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
Scale your IT support with AI
AI allows IT teams of all size to reduce their workload. Best of all, 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.
Automate IT workflows
Customize your ticket and project workflows, save time, and eliminate repetition with the help of automation. Easily set up rules to perform actions for you and your team. Route ticket to agents, update statues, send replies, and much more.
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.
Eliminate SLA breaches
Service Level Agreements (SLAs) define the level of service you deliver to your end-users. Define the ticket reply and resolutions times based on client and ticket priority.
OneDesk automates SLAs and helps eliminate breaches. You can then monitor SLAs directly from your dashboard and use notifications to stay up to date on potential breaches.
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
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.
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.
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:
- Project templates
- Automations
- Custom request forms
- Real-time messaging
- Email integration
- Project and task planning
- and more