ceven

Onedesk

Syncs customer support tickets with project tasks and logs billable hours automatically as conversations evolve, ensuring no client request is lost between support and delivery.

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Why use Ceven?

  1. AI native Onedesk integration

    • Describe the outcome and Ceven picks the right Onedesk calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Onedesk data, across all 24 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Onedesk access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Onedesk, when, and on whose behalf.
    • The agent pauses and asks when Onedesk is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Onedesk.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Onedesk action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Onedesk, and when to use it.

Create worklog entry
Use this to log time spent on tickets, tasks, or projects after confirming the object id and user id.
Get tickets
Pull a list of all support tickets to identify open issues or high priority requests.
Get tasks
Retrieve details of a specific task to check completion status or assigned owners.
Get issues
Fetch a list of all tracked issues across the platform for triage.
Get requirements
Pull a list of project requirements to align them with customer feedback.
Get feedback items
Retrieve all customer feedback entries for review and prioritization.
Get timesheets
Pull all timesheet entries to verify billable hours for a specific period.
Delete ticket
Remove a ticket from the system by its id when it is no longer needed.
Delete task
Remove a specific task by its id after confirming it is redundant.
Delete project
Remove an entire project and its associated data using the project id.
Get messages
Retrieve the list of all messages to analyze customer communication patterns.
Get worklogs
Pull all worklog entries to audit time spent across different objects.
Delete Attachment
Tool to delete a specific attachment. use when you need to remove an existing attachment by its id after confirming its details.
Delete Comment
Tool to delete a specific comment by its id. use when you have confirmed the comment should be removed.
Delete Customer
Tool to delete a customer. use after confirming the customer id before removal. example: {'customer id': '12345'}
Delete Message
Tool to delete a specific message. use when you need to remove an existing message by its id after confirming its details.
Delete Requirement
Tool to delete a requirement. use when you need to remove a requirement by its id after confirmation. example: {'requirement id': '12345'}
Delete Timesheet
Tool to delete a timesheet by its id. use when you need to remove a specific timesheet after confirming it's no longer needed. example: {'timesheet id': 123}
Delete User
Tool to delete a user by its id. use after confirming the user should be removed. example: {'user id': '12345'}
Delete Worklog
Tool to delete a worklog by its id. use when you need to remove a worklog entry after confirming it's no longer needed. example: {'worklog id': 123}
Get Attachments
Tool to retrieve a list of attachments. use when you need to fetch all attachments from onedesk.
Get Comment Details
Tool to retrieve detailed information for a comment by its id. use when you need full comment data after obtaining the comment id. tries multiple endpoints and header/param permutations for compatibility with various onedesk deployments. if
Get Comments
Tool to retrieve all comments. use when you need to list or process existing comments.
Get Feedback Details
Tool to retrieve details of a specific feedback item. use when you have the feedback id and need its full details.
Get Issue Details
Tool to retrieve details of a specific issue. use when you have the issue id and need its full details.
Get Requirement Details
Tool to retrieve full details of a specific requirement. use when you have the requirement id and need its complete data.
Get Task Details
Tool to retrieve details of a specific task in onedesk. use when you have a task id and need full task information.
Get Timesheet Details
Tool to retrieve details of a specific timesheet entry. use when you have the `timesheet id` and need full metadata (user, project, hours, dates). tries multiple endpoint/header variants and gracefully falls back in restricted environments.
Get Worklog Details
Tool to retrieve details of a specific worklog. use when you have a worklog id and need full worklog information. tries multiple endpoint/header variants and gracefully falls back in restricted environments.

29 actions · scroll to see them all

Frequently asked questions

Ceven uses the object id and project id to create a bidirectional link between the help desk and project management modules. When a ticket is identified as requiring a project task, the agent reads the ticket metadata and creates a corresponding task. It then stores the task id back into the ticket notes or a custom field. This allows the agent to monitor the task for changes and automatically update the ticket status. If a developer closes the task, the agent can trigger a notification to the customer or close the ticket, ensuring that the support loop is closed without any manual status updates from the team.
Yes. The agent can be configured to monitor specific triggers, such as when a ticket is moved to a resolved state. Once triggered, the agent can calculate the time elapsed or pull data from a time tracking tool and use the Create Worklog Entry action to log those hours against the correct OneDesk project. By matching the user id of the agent who resolved the ticket to the worklog entry, Ceven ensures that the timesheet is accurate. This removes the need for employees to remember to log their time at the end of the day, which usually leads to lost billable revenue.
Ceven performs a validation check using the Get Project or Get Task details call before attempting any write action. If the project id is no longer valid because it was deleted, the agent will catch the error response from the OneDesk API and trigger a failure notification to the workflow owner. It will not attempt to force the write, which prevents the creation of orphaned worklogs or tasks. You can set up a fallback path in your workflow to alert the project manager that a task was attempted on a deleted project, allowing for quick manual correction.
Yes. OneDesk employs a strict rate limit on its API endpoints to ensure platform stability. If a Ceven workflow attempts to pull thousands of tickets or worklogs in a single burst, the OneDesk API will return a 429 too many requests error. To handle this, Ceven implements an exponential backoff strategy, meaning the agent will automatically pause and retry the request after a short delay. For very large data migrations or audits, we recommend scheduling the workflow to run in smaller batches over several hours rather than one large sync to avoid hitting these limits.
Ceven operates using the permissions of the account that authorized the connection. It cannot grant higher privileges to other users or change the global permission settings of your OneDesk instance. However, it can perform administrative actions like deleting users or modifying project access if the connected account has the necessary admin rights. We recommend using a dedicated service account for the integration with the minimum required permissions to perform the specific workflow tasks, which maintains a better security posture and ensures a clean audit trail of which changes were made by the AI agent.
The agent can retrieve a list of attachments using the Get Attachments tool and can remove them using the Delete Attachment action. When a customer uploads a file to a ticket, Ceven can detect the new attachment and move the file to a linked project task or an external storage system like Google Drive. If the workflow determines a file is a duplicate or contains sensitive data that should not be stored, it can automatically trigger the delete action. This keeps your OneDesk storage clean and ensures that the most relevant documents are attached to the project tasks where the work is actually happening.
Absolutely. The agent can pull all feedback items using the Get Feedback Items action and then use a large language model to categorize the feedback into themes. Once these themes are identified, the agent can search for existing requirements in OneDesk to see if the feedback is already being addressed. If it is a new request, the agent can draft a new requirement and present it to the product manager for approval. This transforms the feedback loop from a manual reading exercise into a structured pipeline where customer voice directly informs the project backlog in real time.
Ceven supports multiple connections, allowing you to connect different OneDesk accounts or environments if you manage separate instances for different clients or departments. Each connection is isolated, and you can specify which account the agent should use within the workflow configuration. This is particularly useful for agencies that maintain separate OneDesk instances for their own internal operations and for their larger clients. The agent can even move data between these instances, such as taking a resolved ticket from a client instance and creating a mirrored internal task for long term knowledge base documentation.

Alternatives to Onedesk

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

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