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
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