OneDesk Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Integrates with other customer service software to improve support and enhance functionality

Provides analytics tools that reveal important business metrics and track progress

Displays important metrics relating to performance

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Create and assign tasks for individual users with details and due dates.

Set deadlines and milestones for tasks, manually or automatically (based on project templates).

Set priority levels on tasks so individuals can organize their work.

Each user can view their list of tasks to be completed without having access to other tasks.

Define dependencies between tasks and the rules to manage them.

Allows users to update multiple tasks at the same time, accross multiple projects.

Users can move tasks and change dependencies using drag and drop.

Define recurring tasks that can be scheduled automatically at pre-defined intervals.

Plan and create work breakdown structure (WBS) based on the scope of the project.

Projects can be mapped out with milestones, due dates, deliverables and interdependencies.

Provide visual representations of tasks, dependencies, and progress.

Planned projects are mapped to a schedule with due dates and deliverables detailed day-by-day.

Create customized project views for internal and external purposes (eg: for customers).

Associate a budget with a project and allocate it accordingly by task or resource.

Track issues at the project or task level, and manage resolutions.

Provide standards templates that can be customized by users to create new projects.

Automatically calculate the critical path for projects and update it when projects change.

Track time and expenses associated with projects or tasks.

Support agile and waterfall project management methodologies.

Create human and material resources and categorize them based on skills and other criteria.

Monitor capacity in real time to track resource use and identify bottlenecks.

Allocate resources by matching capacity and demand, by project, team, or department.

Track key performance indicators or baseline assessments throughout project lifecycle or across multiple projects.

Monitor resource allocation to identify shortages and adjust accordingly.

Deliver dashboards that display project data and KPIs in real time.

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows key stakeholders to relay requirements to product or service development teams and other interested parties.

Foster intra-company collaboration between teams working on product or service development.

Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Deliniate minimum requirements for a new product or service.

Consolidate all requirements information and progress to a central location.

Track each requirement over its lifetime, including creation, progress, and modifications.

Create, adjust, and test requirements automatically.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting