UPDATE: In April 2021 OneDesk introduced built-in Customer Satisfaction Survey functionality. Read more: All About Customer Surveys How to Activate Customer Satisfaction Surveys Customer Satisfaction Survey The best way to know how well your customer service team is doing is… to ask your customers. One common way to get customer feedback is to send a […]
How to Send a Customer Service Satisfaction Survey with OneDesk More
OneDesk is generally a self-service product. This means that you can sign up for a trial account, play around with the software, ask a few questions and be up and running. We have worked hard to make this possible by providing video guides, an on-boarding wizard, built-in chat with our support team, and a dozen
Your OneDesk account will send out emails for a variety of reasons. This article explains the different types of email we send and how you can modify the content of these emails to better suit your needs. The email template: Whenever OneDesk sends an email on your behalf it will do so using the template
In many industries, it is very common to do similar projects over and over again with only a few differences each time. Over time these projects become more and more refined until they (hopefully) go off like clockwork. OneDesk supports these kinds of repeat projects and has tools to allow you to improve them based
One great feature in OneDesk is the ability for it to automatically calculate the schedule for your tasks. OneDesk does this by using the critical path method (CPM). This article explains how OneDesk calculates a task’s schedule. Scheduling links between tasks and other items You can create “scheduling links” between tasks inside the same project,
Updated: Aug ’22 A key aspect of both helpdesk and project management for many of our users, is the ability to capture the time spent on various activities. Users want to record the time their team spends on tickets and tasks for a variety of reasons including: Billing their customers for the time spent on
If you want to lock down your OneDesk account to limit what your users can see and do in OneDesk, there are a few things to consider: Projects – The Unit of Sharing The mechanism to prevent your users from seeing specific data within your account is a straightforward one. If you don’t want a
There are a lot of features in OneDesk that can really make your life easier. In an earlier post I talked about how workflow automations can automatically perform actions when certain conditions are met. In this article I want to cover the Bulk Edit and Macros features. I will show you how they let you
Updated Feb 2023 In this blog post I want to go over OneDesk’s Workflow Automation tool. I’ll start by describing what it is, what it does, and how it works. Then I will give some examples of some of the things you can accomplish with it. What is the “Workflow Automation” feature? The workflow automation
When it comes to customer support, one size does not fit all. Small companies with fewer support personnel have different needs than larger companies with big teams. Even when comparing companies of similar sizes there are a multitude of different workflows that tickets must go through before they reach resolution. So while everyone has different