OneDesk
Help desk software
Live chat software
Customer self-service software
Digital customer service platforms
Requirements management software
Project management software
Project, portfolio & program management software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$12.99 per user per month
Free Trial
Free version unavailable
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What is OneDesk
OneDesk is a combined help desk and work management application used to manage customer support tickets alongside internal tasks and projects. It targets small to mid-sized teams that want a single system for intake (email, portal, chat) and delivery (task tracking, assignments, time tracking). The platform emphasizes linking customer requests to project work items and providing a customer portal/knowledge base for self-service. It is typically deployed as a cloud SaaS product with configurable workflows and reporting.
Unified tickets and projects
OneDesk manages customer tickets and internal project tasks in the same workspace, which helps teams avoid duplicating work across separate systems. Tickets can convert into tasks and be tracked through delivery with ownership, due dates, and status. This structure supports service teams that also run implementation or delivery projects. It can reduce handoffs compared with using separate help desk and project tools.
Multiple customer intake channels
The product supports common support channels such as email-to-ticket, a customer portal, and live chat. These channels centralize requests into a single queue for triage and assignment. Self-service options (portal and knowledge base) can deflect repetitive questions and provide ticket status visibility. This breadth is useful for teams that need both assisted support and self-service.
Configurable workflows and reporting
OneDesk provides configurable ticket and task workflows, including statuses, fields, and routing/assignment rules. It includes time tracking and reporting that can support operational visibility for support and project work. Dashboards and reports help monitor workload, SLA-like performance, and project progress. This configuration depth is often important for teams outgrowing basic ticketing tools.
Not a full ITSM suite
While it covers core help desk functions, it is not positioned as a complete IT service management platform with deep CMDB, asset management, and advanced change/problem management. Organizations with strict ITIL processes may need additional tooling or integrations. This can matter for larger IT departments or regulated environments. Fit depends on whether the use case is customer support versus enterprise ITSM.
Limited enterprise portfolio depth
The project and portfolio capabilities focus on practical task/project execution rather than advanced portfolio governance. Teams needing complex resource capacity planning, scenario modeling, or multi-level program controls may find gaps. Reporting may require customization to match enterprise PMO standards. This can be a constraint for organizations running large program portfolios.
Configuration can take time
Because the platform spans support, chat, portal, and project tracking, initial setup can be more involved than single-purpose tools. Teams may need time to define workflows, fields, automations, and portal/knowledge base structure. Without clear process ownership, implementations can become inconsistent across teams. Ongoing administration may be required to keep configurations aligned with changing processes.
Plan & Pricing
| Plan / Product | Price | Key features & notes |
|---|---|---|
| Help Desk (Standard) | $12.99 per user/month (monthly) | Multi-channel ticketing, live chat, knowledgebase; unlimited customers & projects. |
| Project Management (Standard) | $12.99 per user/month (monthly) | Boards, timelines, calendars, task/project tracking. |
| Professional Services (add-on) | $4.00 per user/month (monthly) | Add-on that requires Help Desk or Project Management; invoicing, quoting, budget tracking. |
| Work Management (Standard - bundle) | $26.99 per user/month (monthly) | Combines helpdesk, project management, billing/PSA into one plan. |
| HIPAA-Enabled (plan level) | Starts at $27.99 per user/month (when billed annually) | Includes signed BAA; enterprise-level features—contact sales for quote. |
| AI Add-on (Odie) | $9.99 per user/month | Includes ~1000 queries per user/month; 14-day trial available; can be purchased as an add-on. |
| Inbound Voice / Messaging | Usage-based: as low as $0.0085 per message | 100 free messages noted; voice/credits billed separately. |
Seller details
OneDesk Inc.
Montreal, QC, Canada
Private
https://www.onedesk.com/
https://x.com/onedeskapp
https://www.linkedin.com/company/onedesk/
