1. How to use OneDesk

In OneDesk, your resource management tools, such as the workload view, make use of the user’s availability. User availability is calculated based on their working hours and the amount of work assigned to them. The user calendar is a view that is available for each user of your organization. The user calendar allows you to

Workload view is a ‘system view’ available in the Tasks and Tickets applications. The workload view is a resource availability tool to help you visualize the work each team member is assigned to during a selected time period. Add the workload view In the tasks/tickets application, on the left side panel. You can add the

As you may have heard, OneDesk has recently released the new version of the mobile app. The mobile app is available on iOS and Android for your users and offers a lot of new features and functionality. The mobile app is connected to your main web application, allowing you to access or update your tickets

OneDesk provides a mobile-friendly experience for customers. Using a mobile web browser, customers can make use of any customer-facing applications: Messenger, Webforms, Knowledgebase, Tickets/Tasks Portal. To learn about creating and configuring the Tickets/Tasks Portals, please refer to: Customer Tickets and Tasks Portal This article is about customers (or end-users) For information on user/agent mobile experience

OneDesk provides the ability to send messages and emails through automations. Email templates can be set up to send emails to customers or users and can be helpful for updating everyone on progress or changes. There are also system emails, particularly important emails sent from your account which cannot be configured through automations. You can

A bug tracking tool allows testing and development teams to record and track bugs in their software. Log, track, and monitor bugs, automate processes, and communicate with your team and customers with OneDesk’s robust set of features. Benefits of bug tracking with OneDesk Why OneDesk for bug tracking? OneDesk provides the unique capability of a bug

In OneDesk, your items exist in a structured manner. You can have: Portfolios (and sub-portfolios), Projects, and Folders.  That order is basically the hierarchy from top to bottom. In other words, folders exist in projects and projects inside of portfolios (though projects can be independent also). Check out our related articles for more details on

Scheduling is a key aspect of project management. Effective project management scheduling includes more than just setting the project due date. Rather, for effective planning, a project manager should ensure to define the task and project activities, estimate effort and duration, determine dependencies and monitor everything in real-time. OneDesk offers many options and helpful tools