Optimizing your help desk and processes is key to maximizing the satisfaction of customers. Help desk management should be a complementary process between your help desk software and your team. On one hand, your help desk should provide you with the optimal features to improve your processes. On the other hand, you should define your […]
A common question we receive is how to structure and organize your work in OneDesk. OneDesk allows for tremendous versatility in how you work, and every business will have their own workflows. The first step in determining how to organize your work is to get an understanding of the structure of OneDesk. We want to
Gathering your team’s timesheets, compiling spreadsheets, and calculating the time for each client is a method that can take hours or even the whole day. A tool that combines time tracking and invoicing allows you to simplify the process. Invoicing in OneDesk is designed for the purpose of invoicing clients for the work you and
Receive emails as tickets from one or multiple inboxes, so multiple agents can respond to customers from a central application collaboratively. Table of Contents How the email flow works In short, the email flow works as follows: Connect or auto-forward your support inbox to OneDesk. Your customers can send an email to your support email
Email to Ticket Flow – Incoming/Outgoing Set-Up: Complete Guide More
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
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,
OneDesk includes multiple customer-facing apps that you can use to enable communication with your customers. The apps include the web widget, homepage, messenger, portal, knowledgebase and webforms. Each app provides channels for customers, clients, or end-users to receive support or collaborate with your team. The web widget is an icon displayed on your site which
There are a number of project management solutions on the market today designed to help a company streamline their services. Tools like interactive Gantt charts, task assignment and team collaboration improve the planning and implementation process. However, no matter what kind of business you are a part of, you deal with clients or customers. For
Components of a KPI dashboard KPIs or Key Performance Indicators, are measurements that determine how well your organization is meeting its goals and objectives. KPIs are crucial to making data-driven decisions for your business. KPI dashboards provide a single screen of useful charts and graphs to easily measure your progress and performance. As such, when
Whether the end-users you serve are from within your company, or whether they are external clients, OneDesk will work for you. However, you will need to configure OneDesk in slightly different ways to achieve the best workflow. This article will tell you what quick settings to make to fine-tune your setup for serving internal vs.
Setting OneDesk Up for Serving Internal End-Users or External Customers More