Onestra Helpdesk, built for proactive support

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Designed for modern support teams

Everything your agents need to deliver fast, personal resolutions

Agent workspace

Unified agent workspace

Manage email, chat, and social conversations from one prioritized inbox with full context.

AI insights

AI triage & suggestions

Let machine learning route tickets, predict sentiment, and draft replies your agents can trust.

Knowledge base

Knowledge base & self-service

Launch branded help centers with smart search and feedback loops that deflect repetitive tickets.

Proven impact on customer support

95

Resolved on first contact

80

Less time spent on manual triage

90

Customer satisfaction rating

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Real-time Analytics
Performance Metrics
Smart Insights

See It In Action

Experience the Onestra agent workspace in action

Onestra helpdesk preview
Roadmap

How Onestra keeps your support ahead

Track the releases that built Onestra into a proactive, AI-powered helpdesk platform.

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2021

Launch Phase

We introduced Onestra Helpdesk with a unified inbox and SLA tracking for fast-growing support teams.

2022

Feature Expansion

AI-powered assignment, collision detection, and macros arrived to accelerate every agent response.

2023

Global Reach

Onestra expanded to voice, WhatsApp, and social channels so customers can reach you wherever they are.

2024

Proactive support

Next up: predictive satisfaction scoring and proactive outreach that resolve issues before they escalate.

⭐⭐⭐⭐⭐

"Onestra centralised every customer conversation and gave agents AI assistance that keeps our SLA promises every time."

John Smith Maya Patel, Head of Customer Experience at Flowbyte

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Helpdesk FAQs

Everything you need to know before adopting Onestra Helpdesk

Onestra is an AI-powered helpdesk platform that unifies every customer conversation across email, chat, voice, and social channels.

It automates repetitive triage, enriches conversations with customer history, and gives agents ready-to-send responses so teams can resolve issues faster.

  • Shared inbox with collision detection and SLA timers.
  • AI-suggested replies trained on your brand tone.
  • Dashboards that surface bottlenecks before they impact customers.

Onestra is designed for fast adoption—most teams see their agents live within the first week.

Guided setup walks admins through channel connections, SLA policies, and automations so nothing is missed.

  • Import your existing tickets and contacts with one-click templates.
  • Interactive walkthroughs show agents how to respond, escalate, and collaborate.
  • Success resources and office hours keep momentum until every queue is onboarded.

Absolutely—Onestra is built to mirror your brand voice and internal workflows.

Administrators can tailor queues, fields, automation rules, and knowledge bases without writing code.

  • Brand the customer portal with your colors, typography, and domain.
  • Create conditional forms and macros that reflect different products or regions.
  • Expose AI-suggested answers only when they pass your confidence thresholds.

Yes—start a 14-day free trial and invite your whole team to experience Onestra with production-like data.

You can integrate channels, import historic conversations, and test automations before making any commitments.

  • Preview AI-generated replies and routing suggestions in a safe sandbox.
  • Publish a branded help center to see how self-service impacts deflection.
  • Work with our onboarding specialists to size the rollout and pricing.

Ready to delight your customers?

Join growing support teams that achieve faster resolutions and higher CSAT with Onestra.

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