[ OneDesk Reviews ](https://www.g2.com/products/onedesk-onedesk/reviews) [ OneDesk Reviews ](https://www.g2.com/products/onedesk-onedesk/reviews) # OneDesk Features ##### ## Platform (6) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (4) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Show More ##### ## Tasks (8) Creation & Assignment Create and assign tasks for individual users with details and due dates. Due Dates Set deadlines and milestones for tasks, manually or automatically (based on project templates). Task Prioritization Set priority levels on tasks so individuals can organize their work. To-Do Lists Each user can view their list of tasks to be completed without having access to other tasks. Dependencies Define dependencies between tasks and the rules to manage them. Mass Updates Allows users to update multiple tasks at the same time, accross multiple projects. Drag & Drop Users can move tasks and change dependencies using drag and drop. Recurring Tasks Define recurring tasks that can be scheduled automatically at pre-defined intervals. Show More ##### ## Projects (11) Planning Plan and create work breakdown structure (WBS) based on the scope of the project. Project Map Projects can be mapped out with milestones, due dates, deliverables and interdependencies. GANTT Provide visual representations of tasks, dependencies, and progress. Calendar View Planned projects are mapped to a schedule with due dates and deliverables detailed day-by-day. Views Create customized project views for internal and external purposes (eg: for customers). Project Budgeting Associate a budget with a project and allocate it accordingly by task or resource. Issue Tracking Track issues at the project or task level, and manage resolutions. Templates Provide standards templates that can be customized by users to create new projects. Critical Path Automatically calculate the critical path for projects and update it when projects change. Time & Expense Track time and expenses associated with projects or tasks. Methodologies Support agile and waterfall project management methodologies. Show More ##### ## Resource Management (3) Resource Definiton Create human and material resources and categorize them based on skills and other criteria. Capacity Monitor capacity in real time to track resource use and identify bottlenecks. Scheduling Allocate resources by matching capacity and demand, by project, team, or department. Show More ##### ## Project Monitoring (3) Baselining / KPIs Track key performance indicators or baseline assessments throughout project lifecycle or across multiple projects. Resource Allocation Monitor resource allocation to identify shortages and adjust accordingly. Dashboards Deliver dashboards that display project data and KPIs in real time. Show More ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (4) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Generative AI (10) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Google Workspace Project Management (2) Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Show More ##### ## Agentic AI - Project Management (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More [ ![Hive](https://images.g2crowd.com/uploads/product/hd_favicon/45bac350bcb0b3e1b70ab85d890c4e5b/hive-hive-hive.svg "Hive") Sponsored Hive 4.6/5 (666) Visit Website ](javascript:void(0)) ## Top-Rated Alternatives [ ![Zoho Desk](https://images.g2crowd.com/uploads/product/hd_favicon/a802fffb70d9aa2eac634f166fa8b824/zoho-desk.svg "Zoho Desk") Zoho Desk 4.4/5 (7,465) ](https://www.g2.com/products/zoho-desk/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5 (3,673) ](https://www.g2.com/products/freshdesk/reviews) [ ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") Freshservice 4.6/5 (1,290) ](https://www.g2.com/products/freshservice/reviews) [ View All Alternatives ](https://www.g2.com/products/onedesk-onedesk/competitors/alternatives) ##### Categories on G2 [ Project Management ](https://www.g2.com/categories/project-management)[ Live Chat ](https://www.g2.com/categories/live-chat)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service) [ Help Desk ](https://www.g2.com/categories/help-desk)[ Digital Customer Service Platforms ](https://www.g2.com/categories/digital-customer-service-platforms)[ Google Workspace Project Management ](https://www.g2.com/categories/google-workspace-project-management) Show More ##### Explore More [ Best expense management platform for growing companies ](https://www.g2.com/discussions/best-expense-management-platform-for-growing-companies)[ Recommendations for PRM software ](https://www.g2.com/discussions/seeking-recommendations-for-prm-software-beyond-the-usual-suspects)[ Which vendor offers real-time audience engagement features? ](https://www.g2.com/discussions/which-vendor-offers-real-time-audience-engagement-features) [ What is the best platform for organizing team workflows? ](https://www.g2.com/discussions/what-is-the-best-platform-for-organizing-team-workflows)[ Highest-rated SAP store for efficient service apps ](https://www.g2.com/discussions/highest-rated-sap-store-for-efficient-service-apps)[ Pros and Cons Details ](https://www.g2.com/products/onedesk-onedesk/reviews?qs=pros-and-cons) Show More [ Best expense management platform for growing companies ](https://www.g2.com/discussions/best-expense-management-platform-for-growing-companies)[ Recommendations for PRM software ](https://www.g2.com/discussions/seeking-recommendations-for-prm-software-beyond-the-usual-suspects)[ Which vendor offers real-time audience engagement features? ](https://www.g2.com/discussions/which-vendor-offers-real-time-audience-engagement-features) [ What is the best platform for organizing team workflows? ](https://www.g2.com/discussions/what-is-the-best-platform-for-organizing-team-workflows)[ Highest-rated SAP store for efficient service apps ](https://www.g2.com/discussions/highest-rated-sap-store-for-efficient-service-apps)[ Pros and Cons Details ](https://www.g2.com/products/onedesk-onedesk/reviews?qs=pros-and-cons)