OneDesk Features
What are the features of OneDesk?
Tasks
- Creation & Assignment
- Due Dates
- Task Prioritization
- To-Do Lists
- Dependecies
- Mass Updates
- Drag & Drop
- Recurring Tasks
Projects
- Project Map
- Calendar View
- Views
- Project Budgeting
- Issue Tracking
- Templates
- Time & Expense
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OneDesk Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data |
Tasks
Creation & Assignment | Based on 11 OneDesk reviews. Create and assign tasks for individual users with details and due dates. | 89% (Based on 11 reviews) | |
Due Dates | Based on 11 OneDesk reviews. Set deadlines and milestones for tasks, manually or automatically (based on project templates). | 89% (Based on 11 reviews) | |
Task Prioritization | Based on 11 OneDesk reviews. Set priority levels on tasks so individuals can organize their work. | 89% (Based on 11 reviews) | |
To-Do Lists | Each user can view their list of tasks to be completed without having access to other tasks. 10 reviewers of OneDesk have provided feedback on this feature. | 85% (Based on 10 reviews) | |
Dependecies | Based on 10 OneDesk reviews. Define dependencies between tasks and the rules to manage them. | 88% (Based on 10 reviews) | |
Mass Updates | Allows users to update multiple tasks at the same time, accross multiple projects. This feature was mentioned in 10 OneDesk reviews. | 77% (Based on 10 reviews) | |
Drag & Drop | As reported in 10 OneDesk reviews. Users can move tasks and change dependencies using drag and drop. | 80% (Based on 10 reviews) | |
Recurring Tasks | Based on 10 OneDesk reviews. Define recurring tasks that can be scheduled automatically at pre-defined intervals. | 83% (Based on 10 reviews) |
Projects
Planning | Plan and create work breakdown structure (WBS) based on the scope of the project. | Not enough data | |
Project Map | Projects can be mapped out with milestones, due dates, deliverables and interdependencies. 10 reviewers of OneDesk have provided feedback on this feature. | 87% (Based on 10 reviews) | |
GANTT | Provide visual representations of tasks, dependencies, and progress. | Not enough data | |
Calendar View | Based on 10 OneDesk reviews. Planned projects are mapped to a schedule with due dates and deliverables detailed day-by-day. | 90% (Based on 10 reviews) | |
Views | Based on 10 OneDesk reviews. Create customized project views for internal and external purposes (eg: for customers). | 88% (Based on 10 reviews) | |
Project Budgeting | Based on 10 OneDesk reviews. Associate a budget with a project and allocate it accordingly by task or resource. | 85% (Based on 10 reviews) | |
Issue Tracking | As reported in 10 OneDesk reviews. Track issues at the project or task level, and manage resolutions. | 90% (Based on 10 reviews) | |
Templates | Provide standards templates that can be customized by users to create new projects. This feature was mentioned in 11 OneDesk reviews. | 85% (Based on 11 reviews) | |
Critical Path | Based on 10 OneDesk reviews. Automatically calculate the critical path for projects and update it when projects change. | 88% (Based on 10 reviews) | |
Time & Expense | Based on 11 OneDesk reviews. Track time and expenses associated with projects or tasks. | 88% (Based on 11 reviews) | |
Methodologies | Support agile and waterfall project management methodologies. | Not enough data |
Resource Management
Resource Definiton | Create human and material resources and categorize them based on skills and other criteria. | Not enough data | |
Capacity | Monitor capacity in real time to track resource use and identify bottlenecks. This feature was mentioned in 10 OneDesk reviews. | 83% (Based on 10 reviews) | |
Scheduling | Allocate resources by matching capacity and demand, by project, team, or department. This feature was mentioned in 10 OneDesk reviews. | 87% (Based on 10 reviews) |
Project Monitoring
Baselining / KPIs | Track key performance indicators or baseline assessments throughout project lifecycle or across multiple projects. | Not enough data | |
Resource Allocation | Monitor resource allocation to identify shortages and adjust accordingly. | Not enough data | |
Dashboards | As reported in 10 OneDesk reviews. Deliver dashboards that display project data and KPIs in real time. | 90% (Based on 10 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Stakeholder Communication | Allows key stakeholders to relay requirements to product or service development teams and other interested parties. | Not enough data | |
Internal Communication Enablement | Foster intra-company collaboration between teams working on product or service development. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Administration
Requirements Listing | Deliniate minimum requirements for a new product or service. | Not enough data | |
Centralized Information | Consolidate all requirements information and progress to a central location. | Not enough data | |
Traceability | Track each requirement over its lifetime, including creation, progress, and modifications. | Not enough data |
Procedural
Automated Creation & Testing | Create, adjust, and test requirements automatically. | Not enough data |
