Video Description
Transcript: Work views is the way you view your information in OneDesk, and is what you see here on the left side panel. Work views are available in each of the main OneDesk applications, for example in our tickets, tasks, projects, timesheets, customers and users, analytics, and financials app. Let’s talk about how views work. […]
In-Depth: Work Views & Custom Views More
Transcript: In OneDesk, there are a few types of forms. These are forms that are used to create new tickets, tasks, or other types of items. You can see one of the forms by clicking add, Ticket, and here you can see the standard ticket form. This form is for an internal user to be
Configuring Internal Item Forms & External Webforms More
Updated Video Transcript: Items are the tickets, tasks and other types of things that you manage in OneDesk. Here, you can see them in the tasks application, my items are my tasks. In the tickets application, my items are my tickets. It can be grouped into projects as you see here, and I can create
Updated Video Transcript: In OneDesk, portfolios are like folders that contain your projects. Right now, you can see I’m in the “Projects” application and have one portfolio that contains two projects. Portfolios can be nested as deeply as you want and, in fact, you can put a project in more than one portfolio simultaneously. To
Updated Video Transcript: The project level selector is found in the top left area of your screen. By selecting this I can choose to focus in on any of the different levels of my project structure. For example, I can choose “all projects” and now you can see and look at all the tickets in
04. Selecting the Project-Level More
Transcript: Service level agreements, or SLAs, allow you to apply response and resolution time policies and targets to your incoming tickets. Here you can see I’m in the service level breaches view here. You can see the breaches and you can also see how these different tickets are grouped by the SLAs. These ones are
Service Level Agreements (SLAs) More
Updated Video Transcript: In this video, we’re going to cover the customer portal and how you can configure it to meet your needs. The most important question that people often have on the customer portal is: “What can my customers see when they log into customer portal?” They will run through a bunch of tests
What Do Customers See on the Portal? More
Updated Video Transcript: If you’ve done some work on a ticket or task, you may want to record your time. To do that, just open the detail panel and you’ll see a button to start a timer and a button to add a timesheet. When I click “Add timesheet”, I just fill out this form.
12. Timesheets and Task Timers More
An item’s Lifecycle Status in OneDesk is a configurable Status for an item which denotes the current progress of the item. OneDesk provides a selection of pre-created Lifecycle Statuses for Tickets, Tasks, and Projects. These each have different Statuses that are available to you when you sign up for OneDesk. It is possible to change
Lifecycle / Workflow Statuses More
Updated Video Transcript: OneDesk comes with a built in customer portal. You can provide this to your customers to allow them to create new tickets, track their tickets, and discuss them with you. You can see your customer portal by clicking on your name, preview customer apps. This will open a new browser tab with
Customer Portal Customization More