Note: You can configure your subtask rollup options from your company preferences. It is not necessary to use workflow automations. OneDesk’s workflow automations are a powerful tool, allowing for deeply customizable ways to streamline your workflow. One useful process is the ability to update the lifecycle status of your tickets or tasks when subtasks within […]
The widget provides a simple, one-off integration with your website. Once integrated, you can configure the widget from your OneDesk without any additional updates to your website. The widget gives customers access to several customer applications, displayed as tabs within the widget. These apps are: the messenger, portal, webforms, and knowledgebase. How to Embed the
On the surface it may seem like every organization’s support services are very similar and follow the same steps and processes. In reality, there are various different setups that companies employ according to their team’s capabilities, services offered, and pricing structure. Another factor that comes into play is the customer base – some external IT
How an External IT Firm uses OneDesk to Customize their Ticketing System and Project Management More
Tickets can be auto-forwarded from your support email to a OneDesk ticket creation email. When this happens, a ticket is captured in OneDesk containing the subject of the email, the email’s body, and any attachments in the email. Additionally, if the requester’s email address being captured does not yet exist as a customer record in
In OneDesk, you can force users to reauthenticate after prolonged periods of inactivity. This setting is intended for security purposes, and, by default, is turned on. Users will be logged out after 3 consecutive hours of inaction. This setting can be turned off if you so choose. Accessing and changing the re-authentication settings To access
Re-authentication Settings: Force Users to Log-Out After Inactivity More
Aside from your system (base) layouts, custom views allow you to display your data in unique, dynamic ways. Custom views are available in all the main OneDesk sections: tickets, tasks, projects, timesheets, customers, users, and analytics. You can easily view what you want in the way you want. You are also able to share your
OneDesk includes automated email templates to assist you in communicating with your users and customers. These email templates are completely customizable – you can edit the existing templates as you see fit, or create entirely new templates to suit your needs. Automations can then be applied to utilize your templates, allowing for a streamlined communication process
The second October 2021 release of OneDesk went live on October 30th 2021 and included the following new features and enhancements. Simpler Workflows for Services Companies Many of the companies we serve perform professional services for their business customers. We have added a set of enhancements to make their workflows easier and reduce the steps
OneDesk currently supports up to 14 languages (български, Dansk, Deutsch, English, Español, Français, Hrvatski, Italiano, Netherlands, Norsk Bokmål, Português, русский, Svenska, 中文) with the ability to select the preferred language separately at the company level, user (agent) level, or customer level. When choosing a new language, the change occurs to the OneDesk interface but not
There are many help desk software solutions available on the market today. Most of these applications provide the basic help desk functionalities but lack the robust tools and flexibility to adapt to the specific needs and workflows of different IT teams. In other cases, help desk apps charge expensive prices for access to the high