It is a common use case for multiple departments in an organization to want to work in a single OneDesk account, yet do not want to see the other departments’ tickets. For instance, the IT department and HR department may not want to see each other’s tickets either for privacy reasons or because they do […]
Organize / Separate Tickets for Multiple Departments More
What is help desk automation? Automations are rules you can set-up in your help desk system which perform actions on behalf of your team. Help desk automations are a necessary feature of a help desk system. They cut down on work, allowing your employees to focus on achieving more meaningful goals. Automations in OneDesk are
Top Help Desk Automation Ideas More
Workload management involves getting a clear picture of who is available and when, in order to utilize your team’s full capacity and exceed goals. In OneDesk there are multiple ways to manage your team’s workload. You can determine how many tasks are assigned to someone, how much time they have available in a given period,
A Guide to Workload Management in OneDesk More
In OneDesk, your resource management tools, such as the workload view, make use of the user’s availability. User availability is calculated based on their working hours and the amount of work assigned to them. The user calendar is a view that is available for each user of your organization. The user calendar allows you to
About User Availability in OneDesk More
Workload view is a ‘system view’ available in the Tasks and Tickets applications. The workload view is a resource availability tool to help you visualize the work each team member is assigned to during a selected time period. Add the workload view In the tasks/tickets application, on the left side panel. You can add the
The latest update of OneDesk is live and includes the following new features and enhancements. Item Templates / Prefilled Forms Looking for a quick way to create a ticket or task with most properties already filled out? Well, we think you’ll love this feature. You can now create multiple user-facing ticket/task forms with their own
What’s New? OneDesk September 2022 More
Time tracking refers to how businesses record time spent on work tasks and projects. Utilizing time tracking enables businesses to track progress on tasks, monitor productivity, and accurately compensate employees or bill clients. Commonly, businesses use work management software in order to fulfill their time tracking needs. Work management software tends to also include a
Benefits of Time Tracking with OneDesk More
OneDesk includes multiple customer-facing apps that you can use to enable additional support channels and self-service options. You can deploy your customer apps in different ways depending on your preferences. It is recommended to provide your customers with multiple ways of accessing your customer apps. The apps include the web widget, homepage, messenger, portal, knowledgebase
Adding the Customer Apps to Your Website More
Looking for the right help desk software for your small business? Small business help desk software is designed to meet the service needs of small teams. The right solution allows your team to centralize your support channels, organize tickets, prioritize issues, and overall delight your customers. This article covers some considerations to make when choosing a
The Right Help Desk for Small Business More
As you may have heard, OneDesk has recently released the new version of the mobile app. The mobile app is available on iOS and Android for your users and offers a lot of new features and functionality. The mobile app is connected to your main web application, allowing you to access or update your tickets
All About the OneDesk Mobile App More