Video Description
Hi there. Today we’ll be looking at getting started with One-Desk and an overview of its key capabilities. Here is our agenda for today. In today’s webinar we’ll cover the main sections of One-Desk, including what the customer applications are; the organization of your One-Desk; how to view your information; how tickets are created; planning […]
Transcription: Custom fields in OneDesk can be configured to have fields appear when certain choices are made in other fields. 1 – Creating a Choice-Type Custom Field To create a custom field with choices to select from, first head to more applications, administration, and the custom field editor. Select “Create Custom Field”,
Transcription: Views in OneDesk allow you to group and organize your data based on your desired criteria and within a variety of layouts. Views are helpful for prioritizing and better overall planning of your work. To learn more about creating these kinds of views please see our videos or blogs on Custom Views. This video
Transcript: Archiving allows you to hide old work from your default work views so you and your team can simplify what needs to be looked at and focus on what’s most important. Archiving is easy. Simply click the three dots beside the desired ticket/task and select Archive from the menu. When archiving an individual ticket
Transcript: OneDesk helps you to auto-triage incoming customer requests. You can create workflow automations that can take action once a customer request is received. To be able to create these automations, first, navigate to the Customers Application by clicking on More Applications at the bottom and then clicking on the Customers App. Here, you will
OneDesk – Getting Started: Auto-Triage Customer Requests More
Transcript: OneDesk lets you establish task dependencies with successor and predecessor links. The predecessor link determines that the task must be completed before its successor task can be started. You can create predecessor and successor relationships in one of two ways. In a task detail panel, click on the Subtasks & Links tab in the
Transcript: OneDesk lets you create links between tickets and tasks. These links allow you to define the relationships between tickets and tasks. You can also create subtasks, which you can learn more about in our subtasks videos. To link two items together, first, open up the detail panel of a ticket or task. From the
Transcript: OneDesk lets you organize your internal users into Teams. Using Teams allows you to do many useful things, such as sharing projects with one or more teams of users at once or communicating with a whole team by adding them to your conversations. You can assign roles on a team-level. Any user added to
Transcript: Customers, sometimes called end-users, are generally the people you are serving, such as the people who typically submit tickets. Customers can be internal to your organization or external. In OneDesk, your customers can communicate from email or the customer applications (such as the live chat or portal) but do not access the main app,
Transcript: In OneDesk, your users can have user-level permissions. First, in OneDesk, you share data with users or teams at the project-level, allowing you to control which teams or users get access to what projects and what roles they will have inside that project. For example, one user could be project manager in one team