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 […]
How to Change Email Appearance Under the Appearance tab in your OneDesk Email Settings, you are able to edit some visual aspects of your email messages. If you have completed the Getting Started Wizard in OneDesk, you would have already edited aspects of the header (the logo) and added a signature. The email header and
OneDesk has built a sophisticated messaging system that ensures you never have to worry about where the recipient of your message is. Thanks to this powerful messaging system, you don’t need to be concerned if your recipient is using live chat, email, or the customer portal to message you. OneDesk funnels the messages to the
What is Inserting? OneDesk allows you to create items such as tickets and tasks by adding them manually. Usually, you will need to fill out the internal creation form for that given item. However, inserting an item allows you to bypass filling out the form and to insert items with the inline item insertion function.
OneDesk has different objects to contain and organize information. The main objects that exist in OneDesk are: portfolios, folders, projects, and items. However, you can ONLY share projects and items, not portfolios and folders. Portfolios and folders create structure. Portfolios group projects while folders group items. Projects group folders and items together. Table of Contents
Canned Responses in OneDesk There are multiple ways to set up and automate the sending of responses in OneDesk. Canned responses can assist in answering frequently-asked questions you receive from customers, addressing requests you get repeatedly, and more. This lets you declutter your helpdesk and saves you and your team time when it comes
Macros allow you to take actions or make change in bulk on items in OneDesk. This helps you to reduce the time you spend on repetitive tasks such as updating multiple items one-by-one. How to create & save a Macro You can create a macro in the tickets, tasks, features, and items application. To create
Subtasks are an item in OneDesk. Subtasks are full-featured tasks, meaning they have the same functionality as regular tasks. When you create a subtask, you are creating a regular task. This means that you can unlink it, delete it, assign it separately, move it to another project, or update its status. Subtasks appear similar and
What Are Webforms? Webforms are used to collect information from your customers and translate that information into tickets or tasks in OneDesk. Through webforms, you allow your customers to create different item types in the OneDesk application. You are able to create a webform for every item type (e.g. a ticket, a task, a bug,
The January 2021 release of OneDesk introduced the idea of subtasks to OneDesk. This article shows you how you can use subtasks as well as provides some details of how they work and different ways you can use them. What Are Subtasks For? Subtasks are tasks that represent the break-down of larger tasks into smaller