Video Description
Updated Video Transcript: In your OneDesk account, you may have noticed a view called ‘status board’, which is found in your tasks application. This is a simple view where each task is represented as a card and you can just drag and drop your card from one column to the next to update its status. […]
Creating New Card Boards & Card Lists More
Updated Video Transcript: As you or your team work on tasks and tickets, you’ll log your work by creating time sheets or starting and stopping work timers. The end result will be time entries, which you can find under the time sheets application. Here you can see the time sheets and you can arrange them
Timesheet Configuration Options More
Updated Video Transcript: In OneDesk you can see a list of your projects right here in the ‘projects’ application icon on the sidebar. Here you can create and manage projects, arrange them into portfolios and do things like that. For example, I can just drag and drop this project into this portfolio and it’s been
Project Configuration Options More
Updated Video Transcript: To see and manage your users in your OneDesk account, just click the users icon down here on the left bar. This launches your users application, shows you a list of your users grouped into their teams. As you can see, a user can be in more than one team. You can
User Configuration Options More
Updated Video Transcript: In OneDesk, you can get new tickets through a variety of channels. You could have created them up here by clicking ads ticket. You could have received them by email. You could have received them from live chat where customers could have submitted them by form or on the customer portal. Here’s
The Email Notification Flow More
Transcript: One of the first things you’ll want to do when setting up your OneDesk account is to start capturing tickets from email. If you haven’t already, you can go through the quick setup wizard. In short the email flow is as follows: Directly connect or auto forward your support email inbox. New emails will
Transcript: OneDesk lets you create dashboards for all your applications, such as tickets, tasks, or projects, and to create them for all different project levels. Now I’m going to show you how to create a dashboard for your tickets application at the global level (at the ‘all projects’ level). First of all I’m going to
Creating and Sharing Dashboard Views More
Updated Video Transcript: Under your organization preferences, OneDesk allows you to customize different settings. For example, OneDesk allows you to upload your company logo so that your customer portal and emails can be modified to that specific logo that you’ve uploaded. For example under your customer portal, this section will be customized to the logo
Modifying Organization Preferences More
Updated Video Transcript: OneDesk captures a history of changes that occur in your account. Here I’m in the activities discussion application, and I’m seeing a list of the history of events that occurred in my account. So here you can see for example, that I updated the lifecycle status for a specific project, and here
History and Activity Tracking More
Updated Video Transcript: To add customers to your OneDesk account, simply select the ‘customers’ application found in the left bar. Here you’ll see a list of your customers organized by the customers’ organizations. To add new customers, click ‘add > Customer’, and complete the form. What’s required is an email address. You can also choose
07. Creating and Managing Customers More