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OneDesk Review

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Combined help desk, project management and PSA app for service teams.

From:
Contact sales
HQ:
Pointe-Claire, CA
Facts checked:

OneDesk sells a help desk and a project management tool as one application, billed per user, from Pointe-Claire, Québec. Its homepage pitches two buyers (internal teams such as IT, HR and operations, and agencies that bill clients for their work), and the product follows suit: timesheets, Gantt charts and invoicing sit next to the ticket queue. For a DTC support team the real question is whether you need any of that, because the ecommerce side is thin.

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What it does

  • Tickets come in from email (direct, Outlook, Gmail, shared and multiple inboxes), web forms, a live chat widget and a customer portal (feature comparison)
  • Phone exists as the Inbound Voice add-on: IVR, queues, recording, voicemail and call metrics, all marked Enterprise-only (feature comparison)
  • On the Help Desk Standard plan: multiple SLA policies, canned responses, CSAT surveys, round-robin and workload-based assignment, automations and macros
  • Customer and internal knowledge bases, a community forum and a branded help center; you can remove OneDesk's logo on Standard
  • Timer and timesheets come with the help desk; invoicing, quoting, budget tracking and prepaid hours need the Financials add-on
  • Customers are free and unlimited; you pay only for staff who work tickets (pricing FAQ)
  • Cloud or self-hosted (on-premise requires Enterprise), plus a separate HIPAA plan that includes a BAA, and iOS and Android apps
  • Shopify and Wix support means embedding the chat widget on your storefront. The comparison page describes no order data inside the ticket
  • Missing: the feature comparison lists no Instagram, Facebook, WhatsApp or SMS channel

Pricing at a glance

  • Per user, per month, one-license minimum, unlimited customers (pricing, FAQ)
  • Help Desk $12.99 per user/month, billed monthly
  • Project Management $12.99 per user/month, billed monthly
  • Financials add-on $4 per user/month billed monthly, $3 billed annually; requires Help Desk or Project Management. An Assets add-on costs the same
  • Work Management (all of the above) $26.99 per user/month, billed monthly
  • These figures are the Standard plan billed monthly. Billed annually, Standard is $10.99 per user/month for Help Desk, $21.99 for Work Management and $3 for each add-on
  • Annual billing: OneDesk's FAQ says an annual plan costs 10x the monthly price ("approximately 2 months free"). The annual prices the page shows run slightly above that rule (Enterprise Work Management is $26.99 a month billed annually, where 10x would give $26.66), so go by the page
  • Enterprise: Help Desk $17.99 per user/month billed monthly, $14.99 billed annually; Project Management the same; Work Management $31.99 billed monthly, $26.99 billed annually; Financials and Assets $4 billed monthly, $3 billed annually
  • Inbound Voice: "as low as" 0.025 a minute with 15 free minutes, including a local number, queues, greetings, voicemail, call recording and IVR. The page shows no currency on the rate and does not say whether the free minutes are one-off or monthly
  • HIPAA: quote on request (FAQ)
  • On-Premise: priced the same as Enterprise, sold on annual or longer terms only
  • 30% off monthly or annual plans for charities and educational organisations; 14-day trial, no credit card
  • Pick your currency carefully (USD, CAD, EUR, GBP, AUD): OneDesk will not change it after you pay

AI pricing

  • Listed as usage on top of licences: "As low as 0.0085 a message", with 100 free messages (pricing)
  • The page text we read shows no currency symbol on that figure and no volume tiers behind "as low as", and does not say whether the 100 free messages are one-off or monthly
  • AI and voice are usage charges on top of licences, bought as credits (FAQ)
  • It bills per message, not per resolution. OneDesk does not say whether a "message" means the customer's turn, the AI's reply, or both. Ask before you size a budget
  • Covers the AI chat agent, agent copilot, AI knowledge base answers and deflection on web forms
  • All of it requires Enterprise on the comparison page, so the real entry price is an Enterprise licence ($17.99 per user/month billed monthly for Help Desk, $5 a seat more than Standard) plus credits
  • What it can't do: OneDesk's AI Agent page describes answering from your articles, webpages and past replies, then handing off. It describes no order, refund or account actions

Before you commit

  • The Enterprise gate is where the cost hides. AI, voice, Zapier, the REST API, SSO (SAML or OpenID), custom SMTP/IMAP, MS Teams, multiple knowledge bases, custom domain and white label are all Enterprise-only. Enterprise Help Desk is $17.99 per user/month billed monthly against $12.99 on Standard, so needing any one of them adds $5 a month for every seat
  • Reporting is gated too. Standard gets dashboards, KPIs and exports. Pre-built reports, custom reports, charts and scheduled reports need Enterprise
  • A REST API key uses up a paid user licence
  • Free live support calls and onboarding sessions are Enterprise-only; Standard gets chat and email support
  • Two-factor authentication is by email only on the comparison page
  • Conflicting audit trail: Standard lists an "Audit log", yet "Change history audit" is marked Enterprise. Ask which one you get
  • Conflicting AI story: the AI Agent page says the help center "integrates AI", but the comparison page gates AI knowledge base search to Enterprise and the pricing page bills AI as usage
  • The comparison page was last modified 2025-05-20, the pricing page 2026-09-25. Re-check any gate that matters to you during the trial
  • No uptime figure, data-residency statement or status page was checked for this profile

Who should buy it, and who should skip it

Who should buy

  • Service businesses that support clients and bill them for the time, where tickets, projects and invoices in one licence saves a second tool
  • Healthcare teams that need a signed BAA from their help desk vendor (HIPAA plan, quoted on request)
  • Organisations that must self-host on their own servers, AWS or Azure
  • Small email-and-chat teams that want SLAs, CSAT and round-robin on a $12.99 seat billed monthly

Who should skip it

  • Shopify and DTC brands where most tickets are about an order: the agent cannot see or change one from the ticket
  • Teams whose customers write in on Instagram, Facebook Messenger, WhatsApp or SMS
  • Anyone wanting AI that takes actions rather than answering questions
  • Phone-heavy teams that cannot justify $5 a seat more for Enterprise, plus per-minute charges, to switch voice on
  • Support leads who need scheduled or custom reports without moving to Enterprise

How we checked this

We read the Standard plan figures from the text of OneDesk's pricing page on 2026-10-07. That text shows the Monthly state. On 2026-10-12 we read the same pricing page again for the Enterprise prices in both billing states, the Financials and Assets add-ons and the Inbound Voice rate. That read also captured the Standard plan billed annually, and the On Premise tab, which says on-premise costs no additional fee and is Enterprise-only on annual or longer terms. Feature gates come from OneDesk's feature comparison page; billing terms, trial, currency and discounts come from its pricing FAQ; AI behaviour comes from the AI Agent page; the address comes from the homepage footer. We read all of these on 2026-10-07. Our attempts to read OneDesk's integrations page, security page and plans knowledge-base article failed, so nothing here relies on them. Where OneDesk's own pages contradict each other, on audit logging and on whether AI is included in the help center, we recorded the conflict. No review-site text was used.

Sources

Facts last checked on .