A help desk whose SLA clock counts only your working hours
Oneop turns web chat and email into one ticket queue with real deadlines. SLA targets are calculated in business minutes against your working days, your daily window, your timezone offset and your holiday list — so a ticket raised at 17:05 on Friday is not already half-breached on Monday morning.
Sign-up opens when the app launches. We will email you once — no marketing list.
Three things this help desk does that most don't
Most help desks measure your SLA in wall-clock time, email your customers from a shared address that loses the thread, and call a client-side string "AI". Oneop does none of those three.
SLA deadlines counted in business minutes, not elapsed minutes
The breach deadline is walked forward one working minute at a time, skipping non-working days, off-hours and holidays — in the tenant's own timezone, so a Dubai team and a New York team get genuinely different deadlines from one rule.
Email-to-ticket deduplicates across every inbound pipeline
Inbound mail is claimed atomically against one ledger spanning all three paths — IMAP polling, Postmark Inbound and SendGrid Inbound Parse — so the same message arriving twice creates one ticket, not two.
Satisfaction is three metrics, not one smiley
CSAT, NPS and CES computed from stored survey responses, with period-over-period comparison. Detractor recovery is a real workflow — a case, a root-cause taxonomy, notes, and a reopen-ticket action.
The ticket lifecycle
A Oneop ticket has seven statuses and five priorities, and the server validates both on every write
Nothing outside these lists is accepted, so a mistyped automation rule cannot invent a status your reports don't know about.
Reassignment is tenant-scoped and refuses deactivated users
You cannot hand a ticket to someone who no longer works there, and you cannot hand it to an account in another workspace.
Replies are public or internal, with up to five attachments each
Files are capped at 10 MB apiece, restricted to a fixed allowlist. Internal notes are never emailed to the customer.
The composer carries canned responses with live placeholder resolution
Insert a macro and {{customer_name}}, {{ticket_id}} and {{agent_name}} resolve against the real ticket. Unknown tokens blank out rather than send raw.
The right rail is computed, not decorative
Related tickets share the requester, company or tags. Knowledge-base suggestions score on real keyword overlap — an empty match returns nothing, not filler. The requester resolves to a CRM contact and finance customer where one exists.
What is actually AI here, and what isn't
Two AI features run in the help desk, both are real Gemini calls, and both are metered per tenant
AI triage analyses an existing ticket and returns a priority, a 0–100 score, a category, urgency and complexity ratings, sentiment, suggested tags, an estimated resolution time and its reasoning — every field validated against a fixed vocabulary before it's stored, on a single ticket or a batch.
AI reply drafts build from the ticket's subject, description and the last eight public turns, forbidden from inventing order numbers, refunds or policies. The endpoint returns the draft only — nothing is ever sent from it — and a credit-cap workspace gets a 402, never a silent bill.
The new-ticket priority suggestion and the inbox "summary" and "sentiment" strips are fast, deterministic client-side logic, labeled as such — no model call, no metering. Every real AI call passes prompt-injection blocking and PII redaction first, on every plan, with no off switch. See AI governance.
SLA rules, business hours, escalation
An SLA rule here is a clock, not a label.
Creating a ticket stamps a breach deadline from the newest active rule matching its priority, walked forward against business hours you define — working days, daily window, timezone, holidays.
Escalation runs every five minutes and is idempotent — it only raises the level when the computed level is higher than what's recorded, reassigns to the rule's named manager, and notifies both owners. Running the sweep twice changes nothing twice.
Opt-in Routing breaches into a multi-step automation flow instead of this ladder is off until you ask for it. See Automation. SLA policies are included on Pro and Business.
Escalation ladder · idempotent 5-min sweep
Email-to-ticket, both directions
Turned on, Oneop takes a support mailbox and makes it a queue
Connect over IMAP behind an SSRF egress guard, or point Postmark Inbound or SendGrid Inbound Parse at the platform — all three routes share one deduplication ledger, and per-mailbox defaults set the queue, priority and assignment of anything that arrives.
Connect a mailbox
Credentials verified live before anything is trusted.Agent replies publicly
Sent from that same connected mailbox — never a shared address.Customer answers back
Threaded onto the same ticket by In-Reply-To and References.Notes stay internal
Internal notes are never emailed.
Opt-in
Off means invisible, not greyed out. The mailbox API 404s, the poller doesn't run, and the settings page redirects away — no half-configured state to trip over. Ask us to turn it on for your workspace.
Two channels, one queue
Web chat and email feed the same ticket queue, the same SLA clock and the same requester record
Web chat
The embeddable widget on your site, and the official WordPress plugin.
IMAP, Postmark Inbound or SendGrid Inbound Parse, deduplicated on one ledger.
Manual tickets
Agents raise them directly, and chat conversations convert into them in one action.
The satisfaction workspace
Resolving or closing a ticket fires every active survey trigger, and it does it once
Each trigger mints a hashed, single-use token that expires in 14 days and emails the customer a link — idempotent per ticket per trigger, so re-resolving never re-surveys the same person. The response endpoint claims the token atomically: an unknown token gets a 404, an expired one a 410, an already-used one a 409. Replay isn't possible.
The workspace then reports CSAT, NPS and CES against targets, with period-over-period comparison and breakdowns by agent, resolution and speed. AI score drivers run a genuine metered pass over the free-text comments, cached per tenant and window.
Surveys are included on Starter and above. The response API, the token lifecycle, the metrics and the recovery workflow are all live today.
What it costs
The help desk is on every plan
Ticketing, live chat, the email inbox, the chatbot and the knowledge base sit on entitlements that are set for Free upward.
| Plan | Per month | Seats included | AI credits/month |
| Free | $0 | 2 | 50 |
| Starter | $19 | 3 | 1,000 |
| Pro | $59 | 10 | 5,000 |
| Business | $129 | 25 | 15,000 |
Extra seats are $5 per seat per month. Annual billing is ten months' price for twelve. Surveys are a Starter-and-above plan limit; SLA policies are Pro and above. A credit is not a message — an AI reply draft and a chatbot turn do not cost the same.
FAQ
Common questions about the help desk
Which support channels does Oneop's help desk cover?
Two, on purpose: web chat through the embeddable widget or WordPress plugin, and email through IMAP, Postmark Inbound or SendGrid Inbound Parse. Both feed the same ticket queue with the same SLA clock.
Does the SLA clock stop outside business hours?
Yes. SLA deadlines are calculated in business minutes — the engine walks forward one working minute at a time and skips non-working days, hours outside your daily window, and dates on your holiday list, evaluated in your workspace's own timezone.
Is the AI in the help desk real, or is it a label?
Two features make real Gemini calls: AI triage of an existing ticket, and AI reply drafts in the composer. Both are metered per tenant against your credit balance and validated against a fixed vocabulary before anything is stored.
Can customers reply to a ticket by email and stay on the same thread?
Yes, when email-to-ticket is enabled. An agent's public reply is sent from the connected support mailbox over its own authenticated SMTP, and the customer's answer is threaded back onto the same ticket by In-Reply-To and References, with a [#TKT-nnn] subject backstop. Internal notes are never emailed. Email-to-ticket is opt-in and we enable it for your workspace on request.
What happens when my workspace runs out of AI credits?
The request is refused with a 402 and no AI output is produced. Oneop does not bill silent overage and does not sell top-ups. Credits reset with your billing period, and Business-plan workspaces can use their own Google AI API key instead of the pooled allowance.
Put your web chat and email in one queue with real deadlines
Start on the free plan with two seats. No credit card, no sales call, and every claim on this page traces to code you can ask us about.
Sign-up opens when the app launches. We will email you once — no marketing list.