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 […]
While OneDesk offers a full-featured customer portal which you can put on your website, sometimes our users are looking for something a little simpler. We are often asked how they can put a simple ticket submission form on their website without the rest of the portal. Often our users are at the stage where they
What are SLAs? Service Level Agreements (SLAs) are policies that define the level of service you deliver. These policies usually codify how long you will take to respond to customer service requests, how long until you deliver a fix and how much it will cost. Often times these SLAs will be in the form of
In the latest version of OneDesk we have made big changes and new features to the customer portal. Since there is a lot you can do, this post will walk you through what’s new (and what’s old) about the customer portal. Customizable forms on the Customer Portal: A very very popular request we received was
Updated: March 2023 The main OneDesk app is available in many languages. You can change the language of the main app at an organizational level. As well, each of your users can select their own preferred language from their profile. As for your customers, the OneDesk customer apps also support multiple languages. For the mobile-friendly
Translating your customer portal (classic) into a different language. More
OneDesk provides the ability to receive emails as tickets as well as send outgoing emails. As you may know, you can customize the way OneDesk sends email on your behalf. To do so go to Administration > Emails > Appearance. On this page you can change the email header, signature, and colors. Emails sent from
In the software world (and increasingly in other domains) agile project management is one of the more popular ways to manage projects. There are a lot of different versions of “agile” methodologies and the purpose of this post is not to go over those yet again. Instead I will cover some of the features in
We have been using Zapier to connect OneDesk to lots of different web applications for over a year now. When we first introduced our Zapier plug-in, it was full-featured enough to sync with a lot of other 3rd party systems. However over the course of that year, we have added new features to the plugin
Use Zapier to Integrate OneDesk with over 1000 Different Apps More
Best Practices for OneDesk Item and Project Types This blog post is a short guide on the best practices for OneDesk when it comes to item and project types. It will aim to help you design your work structure in OneDesk, either for the first time, or as an exercise in finding the simplest way possible.
Feature Spotlight: Preset Report Options OneDesk is an application with many features and options. A lot of those are meant to improve how you gather, view and export your data. Last time we had a look at the Export a View function within OneDesk and how, coupled with the stackable filter functions, this could become
OneDesk Feature Spotlight Series : Preset Report Options More