If your company manages multiple services, brands, or a variety of departments each with different workflows, branding or websites, it is important to be sure your clients are receiving properly tailored support. On the other hand, you’ll want your agents to have centralized communication and a streamlined workflow to manage tickets and tasks, even across […]
OneDesk’s customizable customer portal is a useful tool for customers to see the items which they may be interested in, and the progress that is being made on them. Accessing the classic customer portal & visibility settings To access the settings for the customer portal within OneDesk, go to more applications -> administration -> customer
Aside from your system (base) layouts, custom views allow you to display your data in unique, dynamic ways. Custom views are available in all the main OneDesk sections: tickets, tasks, projects, timesheets, customers, users, and analytics. You can easily view what you want in the way you want. You are also able to share your
OneDesk automatically creates new tickets in your account when received from your support email. You can directly connect your O365 or Gmail/Google Workspace account. Or, if you use another email provider, you can create tickets using the auto-forwarding method. Simply follow these best practices to set up your email to automatically forward to your OneDesk.
Portfolios are items within OneDesk that allow for easy grouping of projects together. While portfolios cannot contain items directly, the projects within these portfolios contain all the tickets, tasks, articles, and other item-types which you may be working with and are used to. Additionally, portfolios can include other portfolios within themselves as parent portfolios. The
OneDesk has built a sophisticated messaging system that ensures you never have to worry about where the recipient of your message is. Thanks to this powerful messaging system, you don’t need to be concerned if your recipient is using live chat, email, or the customer portal to message you. OneDesk funnels the messages to the
What are Teams and how are they Organized? If you work in a team, OneDesk offers an easy way to manage and share projects amongst team members. While you can share projects with individuals, often it is faster and more consistent to share your projects using teams. In OneDesk you can organize your users into
In the most recent release of OneDesk we made big changes to Customer Organizations. Whereas prior to this release customer organizations were relatively simple groupings of customers, now they have become more sophisticated objects, with properties and features that will change the way you use OneDesk. What are Customer Organizations? Customer Organizations represent the companies
The principles of Agile project management took root in the software development and engineering fields. There are many different methodologies (such as Scrum or Kanban) on how to implement these processes, but agile does not have to be complicated and can be applied to any field (but maybe shouldn’t be). This article aims to take
OneDesk ships with some pre-set report templates included. These let you quickly generate reports on tickets, tasks, projects, timesheets, and invoices with just a few clicks. However OneDesk also includes powerful tools to let you create your own report templates, schedule them so that they run without your interaction, and can be automatically emailed out