Video Description
Updated Video Transcript: In OneDesk, there’s the concept of the ‘customer apps’, which are customer-facing applications that you can put on your website and expose to your customers. You could embed these customer apps on your website by embedding them in the customer apps widget. To see that widget, click your name and ‘preview customer […]
Transcript: The widget provides a simple, one-off integration with your website. Once integrated, you can configure the widget from your OneDesk without any additional updates to your website. The widget gives customers access to several customer applications, displayed as tabs within the widget. These apps are: the messenger, portal, webforms, and knowledgebase. This video will
Updated Video Transcript: In OneDesk, you may wish to translate your customer apps or just change the terminology that we use. You can see your customer apps and clicking your name > ‘preview customer apps’. Many of the texts that you see here in the customer apps can be changed just using standard administration settings
Updated Video Transcript: This video will show you how to enable OpenID Connect and integrate it with your OneDesk customer apps. Doing this will provide single sign-on for your customers so that they will automatically be logged into your OneDesk customer apps such as your live chat, such as your customer portal, and any of
Updated Video 1 Updated Video 2 Transcript: In OneDesk, you can have conversations with other users and customers. These conversations can be attached to tickets, tasks, or that can be unattached. I’m going to show you how that works for creating a new conversation on a ticket. Here, I have a ticket selected. I click
Updated Video Transcript: It can occur that you get duplicates of the same ticket in your account. This could be because more than one customer submits the same issue or requests the same feature. In these circumstances, you may wish to merge those tickets. Here’s how you do it. First, select the tickets that you’d
Updated Video Transcript: In OneDesk, the bot represents an automation that can do things on your behalf. If you’ve played around with your account, you’ve seen him making automatic responses to customers who submit tickets, replying to conversations, and performing other automatic tasks. But if you’d like to change the appearance of your bot, you
Updated Video 1 – Communicating with Customers Updated Video 2 – Communicating with Users Transcript: In OneDesk, when you’re having a conversation on a ticket or task, you can set your conversation to be a customer reply or an internal message. Let me show you that. Here I’m opening the details of a ticket. If
Updated Video Transcript: Agile points are a quick way to estimate the effort you’ll spend on a given task. Each company can come up with their own scale. Let’s say that our scale is a 1 to 5 scale with 1 being an easy task, 5 being about five times as hard. When we make
Updated Video Transcript: In OneDesk, the tickets application is found by clicking on the tickets icon found in the left bar. There are a variety of views to work with your tickets and there are lots of videos explaining how that works. You can open the detail panel of a ticket by double clicking on