1. How to use OneDesk

In OneDesk the ‘bot’ represents the Automation Engine that can do things for you and make your life easier. If you’ve spent some time in OneDesk you’ve seen the bot make automatic responses to customers who submit tickets, and replying to conversations when you are not available. As you can imagine, customers love what the […]

Setting up an auto-forward using Gmail / Gsuite is straightforward. Here are instructions to set up an autoforward for Gmail / Gsuite. After this is done, you will be automatically capturing emails and creating tickets and customer records in your OneDesk account. STEP 1: Retrieve your OneDesk ticket capture email address In your OneDesk account

Setting up an auto-forward using Microsoft Outlook is easy. Here we provide the instructions for the web version of Outlook Web App / Office 365, as well as the desktop version. STEP 1: Retrieve your OneDesk ticket capture email address In your OneDesk account navigate to : Administration > Tickets > Types of Tickets Note

Update April 2020: We have added a whole lot of new features to Teams. Read more about what’s new about Teams. In OneDesk users can be added to teams. This is useful both to keep your users organized, and to provide a quick way to share projects to multiple users add a group of followers

OneDesk allows you to set up single sign-on (SSO) to permit your users to log in using their existing credentials. If the user does not exist, once they log in using SSO, OneDesk will create a user record for them. Since email addresses must be unique in OneDesk, it is important that you do not

You may want to have your customers be automatically logged in to your OneDesk customer apps whenever they are on your site and authenticated with your own systems. This post will show you how to set that up using Azure as the identity provider, but the same idea will apply for any provider that supports

In OneDesk you will find yourself frequently discussing tickets and tasks. Sometimes this conversation will be on the actual item, but often you will want to refer to a different one. For these cases OneDesk has a great feature which allows you to quickly create a link when inside a conversation. It’s easy to create

The December 2019 release of OneDesk added the ability to use the @ symbol in conversations in OneDesk. Most of you will be familiar with this type of method to message people from other apps. This article will cover some of the details of how it works in OneDesk. It’s easy to add people to

If your job is to manage an end-user or customer support organization, one thing you really need a handle on is the flow of support emails into, and out of, your department. You need to be sure that you are capturing all incoming tickets, as well as all responses on those tickets. You also need

OneDesk has lots of configurations to allow you to control the emails we send on your behalf. All these options can be fond under Administration > Email settings. These options include: Modifying the Content of the emails we send Adding new automated emails – triggered by rules you set Turning emails off completely – so