OnDesk

Powerful Features for Customer Support

Discover all the tools OnDesk offers to streamline your customer support workflow

Email Integration

  • Microsoft Email Integration

    Connect your Microsoft email accounts to automatically convert emails to tickets.

  • Two-way Sync

    All replies are synced back to the original email thread, ensuring seamless communication.

  • Attachment Support

    Email attachments are automatically included in tickets for easy reference.

  • HTML Email Support

    Rich text formatting is preserved in both incoming and outgoing emails.

Ticket Management

  • Priority Levels

    Assign different priority levels to tickets to ensure critical issues are addressed first.

  • Status Tracking

    Track the status of each ticket from open to resolved, with custom statuses available.

  • Assignment

    Assign tickets to specific agents or teams for efficient workload distribution.

  • History & Activity Log

    Complete history of all actions taken on a ticket for accountability and tracking.

Team Collaboration

  • Team Management

    Create and manage teams of agents to handle different types of tickets.

  • Role-based Access

    Assign different roles (admin, agent) with appropriate permissions.

  • Shared Canned Replies

    Create and share pre-written responses for common questions.

  • Email Signatures

    Personalized email signatures for each agent or team.

Customer Management

  • Company Profiles

    Organize customers by company for better context and reporting.

  • Contact History

    View complete history of all interactions with each customer.

  • User Management

    Add, edit, and manage customer contacts within companies.

  • Custom Fields

    Add custom information to customer profiles for better personalization.