OneDesk lets you create teams to group and organize your users. Users can belong to more than one team and can be assigned different roles in each. When a team is assigned to a project, the user’s team roles will become their project role. Creating a Team Inside OneDesk To create a team inside OneDesk, […]
The analytics dashboard in OneDesk can be used to quickly view performance indicators and relevant charts for your organization. This dashboard can be configured to easily show the charts and date ranges which are most relevant to you and your business. Accessing the Analytics Dashboard To access the analytics dashboard, head to More Applications -> Analytics
The OneDesk Customer Portal provides an easily accessible space for your customers to submit tickets and view the status of their items which your team is working on. To get started with the Customer Portal, customers must first be created in OneDesk and invited to register on the portal. Creating Customers in OneDesk There are
Custom fields in OneDesk are a powerful tool to include as much information on an item as you need. There is now a dedicated custom field editor, as well as conditional custom fields which will only appear when certain choices are chosen from existing fields. Accessing the Custom Field Editor To access the custom field
You can create several timesheets at the same time in OneDesk, as well as apply automations to streamline common processes you encounter while you handle your timesheets. Learn how to create multiple timesheets and apply automations to them below. Creating Multiple Timesheets at Once There are several ways to create multiple timesheets at the same
How to Create Multiple Timesheets & Automate Timesheets in OneDesk More
What are Views? Views in OneDesk allow you to group and organize your tickets, tasks and other data based on your specified criteria and within a variety of layouts. Views help better overall plan and prioritize your work. For example, see a hierarchical view of unassigned tickets, assign tasks to users on a Kanban board,
At OneDesk we believe the tool you use should adapt to you. Whatever your workflows and processes, you can customize your account to work the way you work. One powerful function in OneDesk is our highly flexible email-to-ticket creation and auto-routing capabilities. This article will give you insight into how email forwarding to create tickets
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
A User is anyone who has access to the main OneDesk application. Users have access to OneDesk’s internal applications. Customers on the other hand, can use the customer-facing apps such as the client portal, knowledgebase, chat, and more. They can also submit tickets and communicate by email, but do not have access to the main
The charts tab within the Analytics application allows you to analyze the efficiency of your customer support, and overall performance of your team and project management. The chart tab consists of a collection of Chart Series, thematic groupings of your data. For example, the Tickets change history series shows charts for the resolution time of