Work operations
OneDesk
by AIONEUX.
Project management, helpdesk and IT service operations on a single workspace — issues, tickets, sprints, SLAs and assets without juggling three different tools.
6
Modules
6
Highlights
1
Platform
Built for the teams that feel this every day.
Built for product, engineering, operations, IT and customer support teams that today split their day across Jira, a separate helpdesk and yet another ticketing tool — and lose hours stitching them back together.
Category
Work operations
Modules
6 connected
The problem we solve
Issues live in one tool, customer tickets in another, IT requests in a third — with no shared backlog, no shared SLA story and no consolidated reporting. OneDesk brings projects, support and IT operations into one schema so a customer ticket can spawn a development task, an SLA breach can escalate to engineering, and leadership sees a single view of throughput.
The shape of OneDesk in six lines.
A quick read of what makes this product different. Each line below maps to deeper detail in the next chapter.
Projects, sprints, helpdesk tickets and IT requests sharing one work model
Configurable workflows, status transitions and approval steps per work type
SLA management with business calendars, pause states and breach escalation
Multi-channel intake — portal, email, API, web widget and live chat
Knowledge base with public and internal articles, plus AI-assisted resolution suggestions
Reporting across delivery, support and IT in a single executive dashboard
6 connected modules. One platform.
// platform.modules
Each module below ships with AIONEUX OneDesk. They share data, identity and audit so you don't end up integrating yourself.
Project & portfolio management
- Projects, epics, milestones and roadmaps with cross-project portfolio views
- Scrum and Kanban boards, sprints, backlog grooming and burndown / velocity charts
- Gantt timelines with dependencies, critical path and capacity planning
- Custom workflows, work types and status schemes per project
- Time tracking, work logs and per-project budget vs actuals
- Goal and OKR tracking aligned to delivery work
Issue & task tracking
- Hierarchical work items — epics, stories, tasks, sub-tasks and bugs
- Custom fields, screens, components, versions and labels
- Powerful query language with saved filters, dashboards and shareable views
- Linked issues — blocks, blocked-by, duplicates, related, caused-by
- Pull-request, commit and CI status linking via Git integrations
- Bulk edit, transition and assignment with full audit history
Helpdesk & customer support
- Multi-channel ticket intake — email, web portal, embedded widget, API and social
- Customer portal with self-service ticket history, status tracking and replies
- Macros, canned responses, dynamic templates and per-agent signatures
- Customer satisfaction (CSAT) surveys with 1–5 star rating and comment capture
- Customer profiles with conversation history, organisation rollup and contact context
- Round-robin, skill-based and workload-based ticket assignment
IT service management
- Incident, request, problem and change management following ITIL practices
- Service catalogue with approval flows, request forms and fulfilment SLAs
- Asset and configuration management database (CMDB) with relationships
- Change advisory board (CAB) workflows with approvals and risk scoring
- Major incident war-room with timelines, post-mortems and action items
- On-call schedules, escalation policies and incident notifications
Knowledge base & self-service
- Public, customer-only and internal article spaces with role-based access
- Rich-text editor with embedded media, code blocks, tables and callouts
- Article versioning, scheduled publishing and approval workflows
- Search-as-you-type with relevance scoring and AI suggestions on tickets
- Article analytics — views, helpfulness votes, ticket deflection rates
- Multi-language support with side-by-side translation management
Automation, SLA & reporting
- No-code automation rules — when X happens, do Y, then Z
- SLA policies with first-response, resolution and next-response targets
- Business hours, holiday calendars and pause statuses for accurate SLA accounting
- Escalation policies that bump priority, reassign and notify on breach
- Pre-built dashboards plus a custom report builder with PDF and CSV export
- Webhooks, REST API and native connectors for Slack, Teams, GitHub, GitLab, Azure DevOps
Ready to see OneDesk in action?
Tell us what you're trying to solve and we'll walk you through how AIONEUX OneDesk could work for your organisation — demo, pricing and a tailored rollout plan.