1. How to use OneDesk

In OneDesk, you are able to identify relationships between your work tasks. Some of those relationships can be identified as: Blockers: Indicates that one item cannot be worked on before another is completed.Duplicates: Indicates that the items duplicate each other.Related: Items that are related to others with no predefined meaning. These relationships are reciprocal, so […]

You can establish task dependencies with successor and predecessor links. Dependencies define relationships among tasks that determine the order in which activities should be performed. Predecessors identify tasks that must be completed before their successor task can be started. In other words predecessors are a ‘parent’ while the successor is the ‘child.’ With workflow automations,

If you’re unable to locate an item (ticket or task) in OneDesk, it might be for one of many reasons: If you can’t find an item in OneDesk, try the following: Change the Project Level SelectionUse Unfiltered View & SortingMake Sure You’re in the Correct ApplicationUse the Global SearchCheck if You Have AccessCheck if the

OneDesk makes optimizing your project schedule easy with ‘smart rescheduling’. In only a few clicks, this powerful tool can optimize the work schedule of your projects, allowing you to save time and reduce the overall duration of your projects. Smart rescheduling will take into account the project’s start date, any finish-to-start links between tasks, and

Updated October 2025 Saved replies can be set up in OneDesk for your agents to use. These saved replies allow your team to be able to respond faster to commonly asked customer inquiries by inserting pre-written responses. You can set up a repository of saved replies for your users to be able to make user

OneDesk allows you to export the data from the custom views you create. You can export data in the Flat or Tree views from the following applications: Remember when exporting, you are exporting your current view, including your custom views. For example, if you have added or removed columns, or applied filters, groupings, or searches,

NOTE: This article is outdated. Please refer to the up-to-date article of dynamic properties on the OneDesk Knowledgebase. OneDesk allows the use of dynamic properties to insert relevant information into a message depending on what it is attached to. This can currently be accessed through saved replies and email templates. It allows you to pull

OneDesk’s customer success surveys allow you to assess your customer support team’s level of support. These surveys are sent out by email to the customer once a ticket has been closed. The customer can then rate the service as negative or positive and leave a comment about their experience. You will be able to activate

You can import users & customers into your OneDesk from .csv files. Before Importing There are a few things to know and/or do before importing users or customers. 1. Ensure that you really need to use the import function. Importing will bring in a lot of old legacy data that you may be better off

Customer Satisfaction surveys are emailed surveys sent out to a customer within 24 hours of their ticket being marked into a finished state. If more than one customer has requested the ticket, the most recent requestor receives the survey email. These surveys allow your customers to: How Customer Surveys Work Once a ticket is marked