OneDesk allows you to set workflow automations, which are a set of rules that take care of repetitive and time-consuming tasks. Setting workflow automations will allow your business to save time and money and to boost overall productivity. Automation Rules Every workflow automation rule consists of the following 3 parts: Workflow Automation Examples Below are […]
OneDesk gives you the ability to create custom views that can filter the information you see in your OneDesk application window, allowing you to view only what you need when you need it. The OneDesk view creation tool lets you create and save these custom views with the specified filter options so that you can
To subscribe to OneDesk, you will need to purchase user licenses. These licences are based on the number of internal users that will be using the OneDesk application. Internal users are agents, managers, co-workers, and any other individuals who need access the OneDesk web or mobile app. Customers in OneDesk can submit items via email,
Portals and knowledgebases are useful tools that help you to better serve your clients. Customer portals allow your customers to monitor and track the progress being made on their tickets or tickets from their organization. Knowledgebases enable you to save time by giving customers the ability to find the information they need on their own
Best Practice: Creating Multiple Portals and Knowledgebases More
The following are some useful best practices that you can use to improve the performance of OneDesk and keep your work organized. Computer To use OneDesk, you will need access to a good quality computer. OneDesk works inside a web browser, so whether you use Windows or Mac will not affect how OneDesk runs. Make
OneDesk allows you to create as many unique portals or knowledgebases as you need. You can use your portal to allow your customers or end-users to collaborate on projects with you or customize your ticket submission form. Here’s how to create a new portal and knowledgebase in OneDesk. Creating a New Portal Step 1: In
OneDesk differentiates between tickets and tasks to help you better organize your work environment. Tickets and tasks can be made to behave virtually the same; whatever you can do with a task, you could also do with a ticket and vice-versa. They are both work items and have the same functionality. However, there is a
OneDesk allows you to create tickets and tasks and gives you the ability to create workflow automation for each. Both tickets and tasks are entered into OneDesk through one of five channels: email, chat, import, manual add, or webforms. You can use OneDesk’s workflow automation tool to automate actions on both tickets and tasks. Tickets
OneDesk gives you the ability to view tickets and tasks separately. However, if you want to see both in one view, the Items view can help you do that. The Items view allows you to see your tickets and tasks together so you can manage both in one view. This is useful for someone who
In OneDesk to capture emails as tickets, you will auto-forward or redirect your normal support email (eg. support@example.com) to one of your OneDesk capture email addresses (eg. tickets@example.onedesk.com). By default, OneDesk has an auto-reply turned on, which replies to the original sender confirming the receipt of their ticket. Depending on your email server’s configuration, or