Updated: Aug ’22 A key aspect of both helpdesk and project management for many of our users, is the ability to capture the time spent on various activities. Users want to record the time their team spends on tickets and tasks for a variety of reasons including: Billing their customers for the time spent on […]
If you want to lock down your OneDesk account to limit what your users can see and do in OneDesk, there are a few things to consider: Projects – The Unit of Sharing The mechanism to prevent your users from seeing specific data within your account is a straightforward one. If you don’t want a
There are a lot of features in OneDesk that can really make your life easier. In an earlier post I talked about how workflow automations can automatically perform actions when certain conditions are met. In this article I want to cover the Bulk Edit and Macros features. I will show you how they let you
We have just released a big update to our mobile app. It is available for both iOS and Android. For those of you who are already using it, it should be automatically pushed out to your devices. For the rest of our users, we recommend you check it out. The OneDesk mobile app is
Updated Feb 2023 In this blog post I want to go over OneDesk’s Workflow Automation tool. I’ll start by describing what it is, what it does, and how it works. Then I will give some examples of some of the things you can accomplish with it. What is the “Workflow Automation” feature? The workflow automation
When it comes to customer support, one size does not fit all. Small companies with fewer support personnel have different needs than larger companies with big teams. Even when comparing companies of similar sizes there are a multitude of different workflows that tickets must go through before they reach resolution. So while everyone has different
While OneDesk offers a full-featured customer portal which you can put on your website, sometimes our users are looking for something a little simpler. We are often asked how they can put a simple ticket submission form on their website without the rest of the portal. Often our users are at the stage where they
What are SLAs? Service Level Agreements (SLAs) are policies that define the level of service you deliver. These policies usually codify how long you will take to respond to customer service requests, how long until you deliver a fix and how much it will cost. Often times these SLAs will be in the form of
In the latest version of OneDesk we have made big changes and new features to the customer portal. Since there is a lot you can do, this post will walk you through what’s new (and what’s old) about the customer portal. Customizable forms on the Customer Portal: A very very popular request we received was
Updated: March 2023 The main OneDesk app is available in many languages. You can change the language of the main app at an organizational level. As well, each of your users can select their own preferred language from their profile. As for your customers, the OneDesk customer apps also support multiple languages. For the mobile-friendly
Translating your customer portal (classic) into a different language. More