Video Description
Transcript OneDesk’s Saved Replies allow you to store pre-written responses to use in conversations. These saved replies can have dynamic properties which, when the reply is used, will populate automatically with information pulled from the ticket. Dynamic properties can save your support team time they would otherwise spend looking for and typing out details, numbers, […]
Transcript: OneDesk lets you create auto-routing rules to save you time. Use auto-routing to get your tickets and tasks to the right team member or into the right project. You can set auto-routing to occur based on triggers such as lifecycle status changes, ticket or task creation, and more. Let’s create an auto-routing workflow automation
Transcript: OneDesk enables you to structure and organize your work with projects, portfolios, folders, and views. Use portfolios to organize your projects Use projects to group your items together and share them with others and folders to organize tickets and tasks within the project. You can customize your views to present your information how you
OneDesk – Getting Started: Work Structure & Organization More
Transcript: OneDesk’s ticket and task applications include a helpful and visual chart widget at the top. This widget allows you to easily monitor who is working, on what, running timers, progress updates, and more. You can also use the widget to access helpful views. For example, you can see unfinished high-priority items by clicking on
Transcript: OneDesk allows you to create custom fields that let you add additional properties to your tickets, tasks, timesheets, projects, users, customers, and customer organizations. These custom fields allow you to collect specific types of information such as drop-down options, numbers, text, and more. You can even create workflow automations based on custom field property.
Transcript: In OneDesk, you can gather customer feedback and satisfaction scores using customer satisfaction surveys. The scores you collect can be used to determine a customer support agent’s capability, helping team managers make decisions to improve their helpdesk services. By default, these surveys are sent out to customers within 24 hours of a ticket being
Transcript: OneDesk lets you create, save, and schedule custom reports about your work information in OneDesk. Use report creation to get updates about the information you care about, sent directly to your inbox. You can access the reporting application by clicking on the More Applications icon, the Analytics application, and clicking on the Scheduled Reports
Transcript: Macros are bundles of actions that can be performed on a single or multiple tickets or tasks with just a couple of clicks. Macros allow you take multiple actions on an item, changing everything from its status, to its assignees, or its project. You can even post a message on it. This makes it
Transcript: In OneDesk, you can create subtasks for your tickets and tasks. This is useful for breaking down the work that derives from a ticket or for breaking down complex tasks into manageable smaller tasks. Subtasks are fully-fledged tasks, which can be independently managed, moved, assigned, scheduled, and more. You can assign individual users to
Transcript: Webforms are customer request submission forms that allow your customers to submit any ticket or task type that you allow them to. These webforms can be embedded on individual web pages, in the Webforms app, or on your customer portal. To create a new webform, click on the More Applications icon, navigate to your