Streamline Customer Support and Bug Fix Triage
Your Engineering team is responsible for the core product, stability, and bug fixes that impact customer satisfaction. You need a system to manage customer-reported bugs, track SLAs, and prioritize fixes. OneDesk organizes all bug fix work.
Trusted by SaaS teams around the world
Inefficient Intake of Customer-Reported Bugs and Product Issues
Customer-reported bugs from Support and issues from internal monitoring are scattered. OneDesk centralizes all inputs into a single queue. Every bug becomes a trackable ticket, linked to the correct customer and project for context.
Lack of Visibility into Bug Fix Resolution Against Customer SLAs
Your success relies on meeting customer Service Level Agreements (SLAs) for bug fixes. OneDesk allows you to set SLAs for different bug severities and customer tiers. Prioritize tickets that are close to breaching a premium customer's SLA. Maintain customer trust.
Integrated Customer Support and Development Ticketing
Centralize all customer-reported issues and internal development tasks. Connect support emails to auto-create tickets. Use custom views to filter by "Enterprise Customer Critical Bug" or "Next Release Feature." Convert tickets directly into development tasks.
Automate Triage and Assignment Based on Customer Tier
Automation ensures immediate attention for high-priority needs. Automatically assign any ticket mentioning a specific microservice or from a high-tier customer to the responsible engineering team. Set critical bugs to a High priority instantly. This saves valuable time on triage.
Internal Portal for Bug Reporting and Status Tracking
Offer a secure, internal portal where Support and other teams can submit issues and track their status. They can check the progress of their bug fix or feature request. The knowledge base can host technical documentation and deployment guides. This empowers internal teams to self-serve.
AI Code and Bug Analysis
Debugging customer-reported issues takes time away from new feature development. OneDesk’s AI can help analyze error logs pasted into tickets. It can suggest potential causes based on common issues. Use the AI chatbot to update support on ticket status. It acts as a technical assistant for the team.
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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