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OneDesk

SUPPORT
Velocity3.8

Combined helpdesk and project management software with ticketing and customer portals

onedesk.com ↗

OneDesk absorbs asset tracking and approvals, turning an all-in-one help desk into an ITSM suite.

itsmasset-managementapprovalsall-in-onehelp-desk
◆Current state
OneDesk consolidates ticketing, projects and customer portals into a single tool, shipping roughly monthly on an uneven cadence. The August release is the largest in the window: a basic Asset Management app, an Approvals workflow, real-time translation on live chat in beta, archiving that leaves items in their original project, projects created directly from tickets, webforms for projects, SLA policies down to five minutes, and a Power BI connector. Earlier releases added multiple customer-facing help centers, Odie AI ticket summaries and knowledge-base generation, a UI redesign, and inbound voice.
◆Where it's heading
The pattern is absorption: each release pulls in a job customers were doing in a separate tool — a call center, a portal builder, and now an asset spreadsheet or a paid ITAM app. Assets plus approvals plus tight SLAs is recognisably the IT service management feature set, which is a different buyer from the small support team OneDesk has historically served. The AI work through Odie has paused while this structural expansion happens.
◆Prediction
Asset Management shipped as explicitly basic, so the near-term work is depth there — discovery, relationships to tickets, lifecycle states — rather than another new app.

◆Recent moves

  1. 1mo ago

    OneDesk adds Asset Management, Approvals, and live chat translation

    ⚡ SPARK

    The largest release in the window and the one that changes what OneDesk is: an Asset Management app arrives alongside an Approvals workflow, five-minute SLA policies, and a Power BI connector. Set against the earlier absorption of call center and portal functionality, this is the same strategy applied to a bigger adjacent category.

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  2. 5mo ago

    Multiple customer-facing help centers (beta)

    Customers can create as many help centers as they want, each with its own customer apps, website widgets, login page and designated audience. A multi-tenant portal capability that suits agencies and companies serving distinct customer segments — an early instance of the same absorb-the-adjacent-tool pattern the August release scales up.

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  3. 8mo ago

    Odie AI adds ticket summaries and KB article generation

    The Odie bot gained ticket and task summarization plus knowledge-base article generation. Standard support-desk AI, and notable mainly because the AI thread has been quiet since while structural expansion took priority.

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  4. 1y ago

    UI redesign with a customizable app sidebar

    A visual refresh with a customizable left sidebar controlling which apps appear. Housekeeping for a product that keeps adding apps — the sidebar becoming configurable is a direct consequence of the all-in-one strategy.

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  5. 1y ago

    OneDesk Voice adds inbound call-center support

    OneDesk Voice brought basic inbound call-center capability into the ticketing system, with a 15-minute trial allowance. An earlier example of the absorption pattern: a channel customers previously bought separately, folded into the suite at entry-level depth.

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  6. 1y ago

    New per-user dashboard with widgets and KPIs

    A per-user home dashboard collecting widgets and KPIs. Ordinary surface work, and a reminder of how much of OneDesk's roadmap is spent making a widening set of apps legible in one place.

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