Transcript:
OneDesk is a single application that combines project management and help desk so that you can serve your customers and work on your projects all in one place. Onedesk provides your IT firms with the ability to automatically capture tickets from end users and provide proper assistance to your end users. Onedesk also allows you to convert these tickets into tasks, which can then be assigned to team members and planned within projects. In this panel, you can create projects and portfolios, that being this specific panel here. Your portfolios will act as containers for your projects and your projects will act as containers for your tickets and tasks. So this right here, where it says customer A is a portfolio and upgrade network is a project. So you should organize your projects and portfolios like so. The portfolio should be named after your customer and then all of the projects related to that specific customer will be placed within this specific portfolio.
And same could be said for the next portfolio named out for another customer. And all of the projects related to this customer will be placed in this specific portfolio. This will allow you to map out the projects related to their respective portfolio. You can then see how the projects are progressing in this specific portfolio, as well as how a customer’s portfolio is fairing. You’ll be able to view the tickets and tasks using these two apps, this one here and this one here. And as you hover over them, you can see the title of them. Now in this specific panel, which is the ticket panel, I will navigate to it right now. This is where you can see and manage all your tickets. A Ticket in OneDesk can be generated by auto forwarding your current support email to the email that is found here, by going to the get started and clicking on, explore under channels, you’ll find email.
This specific email right here is the one that you can use for auto forwarding. Then when end user send an email to your support email, OneDesk will capture that email and generate a ticket out of it. The subject of the email will become the subject of the ticket, attachments will be captured and the body of the email will become the details of the ticket. Since OneDesk automatically creates end users records and new customer organizations from incoming emails. All you have to do is set up the email auto forward to start capturing new tickets and users and customer organizations. Alternatively, your IT firm can gather tickets using the customer portal feature that OneDesk provides. And to get to this portal, all you would have to do is go to your administration settings and click right here and go to this portal here.
We’re going to preview it. It’ll open its own link here, and this is customer facing. So this is what your customers will be seeing once they access the portal. So this portal is for your end users to submit tickets to you, communicate with agents and review the progress of their tickets. You can enable filtering options for your end users so they can look at tickets in specific projects. End Users can also receive notifications by email. So here’s where you can modify these properties of what you want them to have as filtering options on the side. So as you can see here, I have enabled a property to filter by project. So now if my customer wants to look at the specific project called general tickets, all they have to do is click general tickets, and now they can see and filter out any ticket that does not apply to this project.
You can set up customizable web forms for end users to fill out to submit tickets to. Here under add new, they can click on this specific form and fill out the information here. Forms can be a step up in terms of process, because what forms you can require a properly completed ticket with all the information you need. You can also make sophisticated custom workflows that start with these forms. The default web form looks like this, but if you’d like to customize it, you can go to the OneDesk web application and click on web forms. To customize this web form, you click on expand and now, it’ll tell you where this web form is currently being used. It’ll ask you for the form title and the subtitle, which you can modify. You can also change the names of the properties themselves, and you can make certain ones required. When something is required, it will have a star on it. And additionally, you can add additional fields. So for example, you can create a web form for when an end user reports, a bug on software that you upgraded for them. They can navigate to your customer portal. And let’s say, we’ve named this form title, bug. You can add an additional property called operating system, which is a custom field that we created, make that required and now once they go to the customer portal and they refresh and they click on add new ticket, you’ll see here that now, this form is called bug. And now we have an additional property at the bottom that is required and we have to select the operating system. Once this bug web form is filled out, it will generate a ticket. And this is what the ticket will look like. So we can go ahead and fill this out.
They can add an attachment if they’d like and I’ll say that I’m experiencing this bug on Mac. Now I click create. And now that it says, thank you for your submission, we will get back to you as soon as possible. Here, you’ll be able to now see the details that were filled out on this web form. So you can go to the ticket panel again. And from here, you’ll be able to open up the detail panel on this specific ticket that we created. You can double click the ID, and now you’ll see all the information here. We see the error code, which was the description. We see the title of it. We see who sent it. And we also see the operating system because this is a custom field that we created. Now, from here, you will be able to assign this ticket to a specific agent or team. You can do that by clicking on assign and now click that specific user that you would like to assign it to. So I’d like to assign it to Ebony and Jennifer. So, I will assign it to both of them. You click on assign and you select the individuals. Now, alternatively, you can assign a ticket to a team and individuals can create their assignments. However, in OneDesk, this process can be automated. So OneDesk can automate your workflow to make life easier and boost your productivity. This can involve auto assignments, auto routing items to projects, auto replies to end users, custom notifications, and much more. Many IT firms utilize OneDesk workflow automations to set up auto assignments to maximize efficiency. The way to do this is by navigating to your administration settings and clicking on the ticket tab. So we go to administration and click ticket.
Now you can scroll down to where you see workflow automations, and you can create one here by clicking on create workflow automation. And now say that you would like to create a workflow automation for having your tickets assigned by round robin. You can go to any time a ticket item is created, then the action that we take is to assign by round robin. And now you click all the people that you would like it to be assigned to or all the teams that you would like it to be assigned to. You will be able to distribute tickets on rotation amongst your IT staff, to ensure that tickets are evenly distributed and do not become piled up to ensure optimal service to your customers. This is just one method of auto assignment. So here I’ll click on, for example, Connor, Fatima, Jennifer and John, and now I click on apply and now these tickets will come in and will now be assigned by round Robin to those four users.
And I click save. And now I have this specific workflow automation right here. You can rename this workflow automation, if you’d like and if you’d ever wanted to disable it, you can go here. If your end user would like to follow up on their tickets, they can reply by email or use the customer portal to create conversation with an agent and ask their questions. So when we could go and navigate to the customer portal, from here, they can click on this item that they want to create a conversation on and click create new conversation. They fill it out and they submit it. This will generate conversation on the conversation tab right here. And as you can see, this is the message that I sent and it tells you which item this message is now linked to. So we can go ahead and navigate to this specific item by clicking on it.
Once we do that, we can view all the conversation threads that have taken place on this specific item. Your agents can now reply to this existing threat of replies to communicate with the end user, or they can opt to create a conversation internally to communicate with other members from your IT team. If they do that, they click on create new conversation and click internal messages. This conversation will be hidden from end users, as it is defined by an internal message. So say that they send this message. It’ll be identified in gray and the customer reply will be identified in green. This is useful for when an agent could be encountering an issue in trying to resolve this ticket and needs further assistance from their team members. So sometimes they don’t want the customer to be aware of this issue that they’re encountering. So they can easily go ahead and tag somebody and say, Jennifer Kelly I’m encountering a bug.
And then they send the message. And now we’ve attached. Jennifer Kelly and Jennifer Kelly will now be able to view this conversation as well. And Jennifer Kelly automatically gets added as a follower. Tickets are usually for immediate action, but if a ticket requires additional planning and work, you can convert it to a task. The task feature will provide you with many project management features. So you can convert a ticket to a task by clicking here and click task. Now that we’ve done this, you can click on the task feature itself. And you can see here in this specific portfolio under this specific project is where we converted this item.
This is how tasks will look like inside the project structure. They’re separated by different folders, projects and portfolios. You have different view options that you can use. For example, the status board where you can update the status of tasks by dropping them into different columns. On OneDesk, you can create all the views you need to help you manage your tickets and tasks. The way that you can create this view is by going to your view of choice, and then clicking on this feature right here. This will allow you to customize your view with additional filters that can be found here. Now say, for example, one of your custom views is that you want to group your open tickets by creation date and priority to filter out what does not need as much attention. You can simply do that by clicking on add filter, go to creation date is more recent than 24 hours ago. And now add an additional filter and say that the priority is more than for example, three stars. You can go ahead and save this. We can call it prioritized, and you can share this view with all the users on your OneDesk plan if you’d like. Once we do that, we filtered out all the tasks that we don’t want to see and now I’m looking at these specific tasks that meet this filter option.
When someone on your team has worked on a task work is logged by creating a time sheet or running a timer, though, you can go ahead and open up the item again, and you can add a time sheet here. When submitting a time sheet, you fill out how much work has been done. So say we did two hours. We put that there. What’s the current status of this item. We can say that it’s in progress since we haven’t completed it yet. And how much of the work has been done. We can say we did 50% of the work, and here’s where you can define if this work is billable or not, you can go ahead and then click on submit. And now you’ll see here that it’s updated the lifecycle status of this item, as well as created time sheet and update updated D completion status as well. You can also export this time sheet and the way that you would do that is by going to the more applications and click on time sheets here, you can make a custom view of your choice by clicking on the grid and adding all the columns that you’d like to enable or disable to have in your custom view. And once you do that, you can click on tools.
You click on export this view, so you can export it as a CSV file so that you can then massage in Excel and send it to a customer. For a more sophisticated report, you can use the wizard found under here by clicking on, add and click on a report. For a more sophisticated report, use the wizard found under the add option here and click on report. This allows you to schedule reports, to run and to automatically send them by email. Now you can also create service level agreements by going to your administration settings under tickets and scrolling down to service level agreements. For IT firms, you can set up SLA to ensure that your replies and services matches the established service you and your customer agreed upon. OneDesk’s SLAs can be set up right here by clicking on create SLA. From here, you define how much time between each reply and how long it must take to complete work based on the priority of the item.
So say that it’s a five star item, how long can you take for the first reply? How long between periodic replies and how long on a five star item can you take to resolve the entire item? You can also use workflow automations to assign new tickets, to service level agreements and to notify assignees of upcoming service level agreement breaches. Additional features that OneDesk provide are that you can set up a knowledge base to find answers to frequently asked questions. And we also provide a feature to you with live chat. Say your end users can receive live support with an agent, which is something that can also be built for. OneDesk even includes a mobile app for your team, so that you can keep track of work and answer tickets when off site, at home or away from your desk. Additionally, you can find integrations with other services here, by clicking on integrations in your administration settings. Ones that may be of interest to you are QuickBooks or single sign on for users and customers. OneDesk has everything your IT company needs to capture, automate and manage tickets as well as track the time spent on each client. Furthermore, with builtin project management, you can track customers’ projects and additional billable work using the same tools. OneDesk offers several opportunities to increase the value added to your clients by offering the customer portal knowledge base and live chat services. All these features are bundled together with no extra fees or add ons, try out OneDesk. And if you have any questions, we are here to get you started.