Happy new year from the OneDesk team! The January 2025 release is now live with some great new features and enhancements.
New User Dashboard
OneDesk now has a new dashboard page dedicated to the individual User. Now when you visit your home page, you will see a collection of widgets and KPIs to help you stay on top of your work. here are some highlights:
- Interactive widgets for your notifications, to-do’s (tickets and tasks assigned to them), calendar, workload and more.
- Personal KPIs to track the results of your work, including open tasks, tickets, response times, tracked times, sat score and much more.
- Configure your dashboard by adding, removing and reordering your widgets and KPIs.
- Configure each widget to filter for yourself/your teams/all users and timeframe.
- Create additional dashboards and add the widgets and configurations as needed
Try out the dashboard for yourself and see all the widgets available. Is there a KPI or widget that you would like us to add? Let us know.
New Webform Configuration Options
By popular demand we have added additional configuration options for your webforms so that you can create the customer-facing ticket or request forms you need (MFA only). Now you can:
- Add additional explanatory text to any field
- Add blocks of text and images to the webform
- Add dividers to the webform to split up your fields into section
- Edit the multi-form landing page that is shown to your end-users when they need to select from multiple forms.
Customer Organization Manager
Now you can designate one or more customers in a Customer-Org to be able to see all the tickets requested by all the members of that organization..
Improved Single-Sign-On (SSO) for Customers
- SAML is now available along with OpenID Connect to provide SSO for your customers to the Mobile-Friendly Customer Apps.
- Configure the login options to your dedicated customer login page.
- An improved SAML configuration flow removes a couple of steps to make it easier to set up.
Multiple Timers on Mobile
We recently added support for multiple timers in the main app. Now we have added it to the OneDesk mobile app as well. Run timers sequentially, save paused timers, or run multiple timers simultaneously. Your Administrator can set up what is permitted.
Upgrades to the Automated Intake Project
The ‘Intake project’ is a very popular feature where new tickets from a customer organization always land in their own dedicated project. This not only keeps you organized but also enables a lot of useful workflows including:
- Customized routing of tickets for different customers
- Sharing intake projects with Agents assigned to a Customer
- Personalized Auto-replies
- much more.
With this release we have improved the intake project by:
- Adding an explicit link between the project and the customer-org
- Permitting the renaming of the intake projects
- Automatically setting the project requester
- A new icon will help you identify ‘Intake projects’
Rich Text Component Upgrade
Many upgrades have been done on the rich text editor used in the details, the rich-text custom field, and the conversation composer. Dozens of minor bugs and usability issues were fixed with this upgrade.
One-Time Access Tokens for us to Support You Better
At OneDesk your privacy is important to us. This means that we cannot simply look inside your account when trying to help you solve an issue or configure a setting. A new option for our Enterprise-level plans will allow Account Admins to generate and send a one-time access link to our support team. This will allow us to login one time only to take a look in your account and fix the issue you report. Note that this option is not available for HIPAA-enabled accounts.
Other enhancements:
We have also added hundreds of other bug fixes and enhancements, including:
- The ability to filter on identically names statuses even if they apply to multiple item types. Please note that saved views that depend on these filters will need to be updated if you rename your statues.
- Color-coding the ‘create conversation’ and ‘send’ buttons to help you more easily distinguish customer replies (green) vs. internal messages (blue)
- Support for Portuguese – from Portugal (in addition to Brazilian )
- Messenger app – Conversations display more context, project and item if applicable
- Improved the ordering of conditional custom fields in webforms and detail panel (MFA only)
- Additional filtering options in global search: Item/project type, and statuses
- Ability to filter for blank text
- Mobile-friendly app and mobile app : Over 60 fixed issues and enhancements