What’s New? OneDesk September 2022

The latest update of OneDesk is live and includes the following new features and enhancements.

Item Templates / Prefilled Forms

Looking for a quick way to create a ticket or task with most properties already filled out? Well, we think you’ll love this feature. You can now create multiple user-facing ticket/task forms with their own properties and default values set for those properties. User-facing forms are opened from the ‘Add’ menu in the top blue bar.

Please note that at this time, prefilled defaults are only available on internal (user-facing) forms. Configure and create new forms under: Administration -> Forms

Resource Availability and User-Calendars

Gain a better understanding of your team’s availability with the new resource management tools in OneDesk. You can now:

• Configure your working hours for the whole company or individual users. 
• Allow individual users to enter absences or vacations.
• See users’ availability and current workload when assigning tasks and tickets.
• Assign and schedule the task or ticket at the same time.
• Create views which show users’ workload for daily/weekly/monthly periods.

There are many ways we can enhance these features in the future, so let us know what else would make your life easier.

New Outgoing Email and SMTP options

We have added some new options for you to manage your outgoing email. 

• Now easily connect (via oAuth) to an Office 365 Email Account to send your outgoing via your O365 SMTP server. 
• You can temporarily turn off all outgoing email from your account. This will cause all sending emails to be dropped, so only switch it off temporarily if you need to.
• The block list for outgoing addresses will now filter out any emails sent to the listed addresses. As usual we recommend that any non-user emails and distribution lists be added to this list (like your support@, info@, it@ email addresses).

Configure your email from Administration -> Emails -> Settings tab

Big Updates to the Mobile-Friendly OneDesk and the Mobile App

We have fixed a lot of bugs and synchronization issues with the mobile-friendly OneDesk experience (both in-browser and in-app). In addition to the bug fixes, we have added:

• A project-level selector allows you to easily filter your tickets and tasks by their project.
• New sorting options allow you to re-order tickets and tasks by date, priority, and more.
• New Versions of the Android and iOS app released.
• Typing indicators to show when a customer or user is typing.
• Timesheets are now visible on the ticket or task detail panel.
• Search by item ID.

New SLA Charts and Reports

To help you track your SLA performance we have added the following:

• A new chart series called SLA Reporting – Tickets
• 5 new charts for breach status, agent performance, breach time and more; with each chart available for the breach metrics in your policy.
• New grouping options for views and reports for breach date, breach time, and SLA policy.

Other Enhancements

• You can now remove any unused email queues, but if another email is auto-forwarded from that email the queue will be re-created.
• Marking all your messages as read will mark all as read, including conversations on items no longer shared with you.
• Saved replies now support embedded videos.
• Activities now show user logins.
• Activities on the item now shows any emails sent by Workflow automations.
• Ability to create a new sub-ticket and configure this option under Admin -> Company Preferences -> Other Settings
• Searching in conversations now supports searching by linked item name and ID
• New Trigger on Projects Automation: Actual work Changes/Changes to.