OneDesk Software Review for 2022

OneDeskOneDesk is a unified helpdesk system and project management software solution for businesses and companies of all sizes. It enables users across the organization to manage tickets, user requests, projects, and tasks on a single collaborative platform that eliminates the need for multiple disconnected applications. It automates workflows, promotes internal and client communication, and boosts productivity with built-in tools like live chat, task views, and mobile apps.

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OneDesk Review: Features and Strengths

Helpdesk Ticketing

OneDesk provides a full-featured helpdesk to enable users to manage ticketing and ticket workflow. It lets users capture, assign, and respond to support tickets from a centralized place. It is a collaborative solution that allows teams to discuss and resolve tickets with private internal conversations and separate client-facing discussions on the same ticket.

It integrates with email to automatically forward incoming support emails and create a new ticket from email. It captures email attachments, creates a new customer record as needed, and automatically sends a response email to the customer. The software comes with a web portal designed for customers. Other features include auto ticket routing and ticket analytics.

OneDesk

Project Management

OneDesk seamlessly combines a helpdesk system with project management software. Users can plan projects, assign tasks, fix issues, track timesheets, and manage budgets using the same application. With unlimited projects, they can create multiple projects, break down the work, set budgets, input tasks, assign resources, build the schedule, track progress, and monitor the costs.

Collaboration is easy by sharing projects with controlled access, for the whole team, for specific team members, with customers, or keeping it private. Features include Gantt charts, dependencies, constrained dates, and auto schedule using CPM calculation. It also has a workload view, easy work redistribution, task timers, timesheets, Kanban boards, custom views, issue tracking, dashboards, charts, and reports.

Workflow Automation, Customer Communication, Integrations, and More

OneDesk helps users streamline processes and routine tasks with workflow automation. It can automate response to new tickets, classification of new tickets, assignment and notification to agents, notification of customers, and updating of ticket status.

The software includes several communication tools like a live chat for support and a customer portal to see tickets, check status, or ask questions. It also has custom web forms, the knowledge base for self-help service, and seamless integration between tickets, chat, and tasks. Native iOS and Android mobile apps allow teams to access, collaborate, update, and resolve tickets and tasks from anywhere. OneDesk also integrates with many popular web apps like Azure, Box, Dropbox, Freshbooks, Mailchimp, Okta, QB Online, MS Teams, WordPress, and Zapier.
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OneDesk Pricing

OneDesk pricing is a simple per-user pricing of $11 per user paid monthly, or $9 per user per month paid annually. Users have access to unlimited customers, unlimited projects, and all OneDesk features. A ‘user’ is anyone in the organization who will be working directly with the OneDesk app. A ‘customer’ does not have access to the main app but can interact via email, login to the customer portal, or communicate through chat. A free 14-day trial is available as well as a live demo.

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Who Uses OneDesk?

OneDesk is a unified solution for businesses of all sizes, from startups and SMBs, to Enterprises. Teams in IT services, software development, consulting, professional services, marketing, PR agencies, financial services, product design and manufacturing, managed service providers, engineering firms, healthcare, education, and non-profits use it for managing and supporting customer projects. Customers include Wahl, Doctors Without Borders, Scleroderma Foundation, RE/MAX, MOL Group, Rocket Industrial, and The Freelance Firm.

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OneDesk Supported Languages

OneDesk currently supports English, Danish, Dutch, French, German, Italian, Norwegian, Portuguese, Russian, Spanish, and Swedish.

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Case Studies

A Fortune 500 company with a global presence has a large website to maintain. Across the organization, employees submit requests for changes to the website. The company needed a solution to capture, triage, reply to, assign, and track these requests, and they found it in OneDesk. Its robust ticket tracker, workflow automation, and customer portal handle all the company’s requirements. The team that manages the website is able to capture all relevant information about the requests. The ticket gets updated as it moves through different statuses, a comment is automatically included to declined requests, and all discussions are visible within the ticket itself.

A software services company provides different software solutions such as a new website, e-commerce site, or CRM. The company treats these services as projects, which it breaks down into tasks and milestones to track progress. When it finishes delivering the project, most of the time, the customers continue to contract the company for support. OneDesk provides the company with a fully featured project management software and a helpdesk system in one solution. The company is able to plan its projects and tasks with dependencies. For support, the helpdesk captures tickets from its customers.

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Why Choose OneDesk?

OneDesk provides teams and companies a unified and flexible team, project, and customer service solution. With a single software platform, users can improve team collaboration, project management, and customer engagement. It has a scalable pricing plan, simple deployment, and intuitive interface that’s easy to use for both teams and customers.

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Company Info

OneDesk Inc. is a privately held software company based in Montreal, Canada. It was founded by Yacine Rahmouni, VP, in 2008, with Faycal Kahloun as its President. The OneDesk team continues to provide innovative, unique, and unified solutions that works for everyone, no matter their location.

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Jose Maria Delos Santos

Jose is a subject matter expert and member of the writing team for Project-Management.com and Bridge24. He has written hundreds of articles including project management software reviews, books reviews, training site reviews, and general articles related to the project management industry.