Transcription:
In OneDesk work items are the things you manage in OneDesk, typically tickets and tasks. Tickets and tasks are very similar and can be made to function the same. The difference is what they are for and how they are used. For best practice tickets should be used for work that doesn’t require planning, things like customer questions that, typically, you intend to resolve in a shorter amount of time. Tickets are housed in the tickets application on the left side here. Separating tickets has benefits such as the ability to separate internal work from requests, dividing your work, creating separate workflows and automations, the ability to track customer-facing issues and to assign the appropriate team to tickets. Remember you can convert a ticket into a task in order to escalate it, this can be a way of incorporating customer feedback or requests into your planned work.
In our tickets application here we can see all our tickets and various details about them. We can filter our tasks as well and create our own views. See our videos or articles on custom views for detailed information on work views. To view our ticket in more detail we can do so in two ways. The first option is to double click on the ticket.
Alternatively, if you don’t want to leave your work view you can dock your ticket details on the side. By selecting tools and the dock detail panel. This shows our ticket details on the side. And we can select through our tickets as well. These options give the same information, just in different ways.
Tickets can be created in multiple ways. You can set up an auto-forward from your inbox to the one you find in administration -> tickets. This automatically creates tickets in OneDesk. It captures the subject line, the body message, the customer information, and any attachments. You can create tickets from third-party applications using any integrations you have enabled. You can create a ticket manually from the top toolbar. You can also create tickets through import. Customers can create tickets by filling in the webforms, your agents can also create tickets from live chat messages customers send. In the messenger application, select the action icon and create your ticket.
Here you’ll see the ticket we just created connected to our conversation. Let’s go view our ticket and see more about working with tickets. Here is our ticket detail panel. This is where our team works on tickets. We can see the priority of the ticket. It’s title and description.
What project the ticket is in and we can also move our ticket into another project from there. We can assign someone to the ticket or view who is assigned to work on it. We can change the percentage of completion on the ticket. Tickets can also have custom fields for information specific to your company and will appear here.. You can attach files to your tickets. You can also follow its progress. If a customer submits the ticket they are automatically what is called the requester and are also essentially following this ticket. You can see here that this ticket is published on the portal also. Depending on your portal settings, but by default, the customer, that is, the requester, would be able to login to the portal to view information and progress on this ticket.
Here you can see the chat conversation history is also linked. From the right side you can have conversations with our team or our customers. This conversation, when marked public, will go directly to your customer’s email. You can create a new conversation and set it to an internal message, these conversations are private and can only be seen by users on your team. The next tab lets us submit time on our tickets. We can use either the timer or submit timesheets. Fill in your timesheet details and then you will see that the submitted time generates the actual work taken on our ticket. This allows managers to monitor their teams performance. The next tab here is the activities tab, providing a history of actions done to this ticket. Finally are our subtasks and linked items. You can have subtasks for your ticket, for example if there is something that must be completed before the ticket can be. Subtasks have the full functionality of tasks but have relationships between their parent task or ticket. Linked items also allow us to define relationships between our other items.
You can configure your tickets from administration -> Tickets. Here you can customize many aspects of your tickets including ticket types, their names and icons as well as your ticket types lifecycle statuses. Below that is the ticket detail panel configuration, so you can add or remove properties from the ticket detail panel. Next you can configure automations on your tickets or ticket types. As well you can define SLAs for your tickets. See our other articles and video on administration and configuration for details. Finally if you have any questions feel free to reach out through live chat or email or book a demo. Thank you.