Erin Richardson

OneDesk provides a mobile-friendly experience for customers. Using a mobile web browser, customers can make use of any customer-facing applications: Messenger, Webforms, Knowledgebase, Tickets/Tasks Portal. To learn about creating and configuring the Tickets/Tasks Portals, please refer to: Customer Tickets and Tasks Portal This article is about customers (or end-users) For information on user/agent mobile experience […]

OneDesk provides the ability to send messages and emails through automations. Email templates can be set up to send emails to customers or users and can be helpful for updating everyone on progress or changes. There are also system emails, particularly important emails sent from your account which cannot be configured through automations. You can

A bug tracking tool allows testing and development teams to record and track bugs in their software. Log, track, and monitor bugs, automate processes, and communicate with your team and customers with OneDesk’s robust set of features. Benefits of bug tracking with OneDesk Why OneDesk for bug tracking? OneDesk provides the unique capability of a bug

In OneDesk, your items exist in a structured manner. You can have: Portfolios (and sub-portfolios), Projects, and Folders.  That order is basically the hierarchy from top to bottom. In other words, folders exist in projects and projects inside of portfolios (though projects can be independent also). Check out our related articles for more details on

Scheduling is a key aspect of project management. Effective project management scheduling includes more than just setting the project due date. Rather, for effective planning, a project manager should ensure to define the task and project activities, estimate effort and duration, determine dependencies and monitor everything in real-time. OneDesk offers many options and helpful tools

Subtasks are a popular project management and helpdesk feature in OneDesk. Subtasks are great for breaking down complicated tasks into smaller ones. One stand-out aspect of subtasks in OneDesk is the fact that subtasks are full-featured tasks. In many other project management applications, subtasks are ‘weak’ tasks with limited features. With OneDesk, subtasks have the

What are the tickets and tasks portals? Along with the knowledgebase and messenger, the tickets and tasks portals are available as new mobile-friendly web applications. The Classic Portal is also still available. The ticket and task portals are tools for your clients, customers, or end-users. These new tickets and tasks portals allow customers to view,