Service Qualité

Service Qualité Onedesk

Qu'est-ce que OneDesk?

OneDesk est un logiciel social de développement de produits qui vous permet de vous connecter avec vos clients, employés et partenaires d'affaires et de les impliquer dans le processus de développement de produit ou services. Il se compose d'une suite unifiée d'applications qui intègre une surveillance des médias sociaux, une gestion des commentaires, une gestion des idées, un service à la clientèle, une gestion des besoins, une gestion du portefeuille de projets, ainsi qu'une feuille de routedes produits et le suivi des problèmes. Avec OneDesk, vous allez construire le bon produit ou service plus rapide et plus efficace..

How can my company benefit from OneDesk?

At OneDesk, our mission is to help companies build better products faster through collaboration, co-creation and community engagement. We offer a solution for all key product roles, and because all applications are integrated, all departments are always connected. You can view a list of all of OneDesk’s business benefits here.

Who specifically in an organization can use OneDesk?

While anyone in an organization, and even customers (through the customer portal) can use OneDesk, the application is specifically geared toward the following roles: Product Managers Project Managers Research & Development Product Marketing Helpdesk/Customer Support

What is the difference between the free and Pro versions of OneDesk?

We want you to experience OneDesk without any limitations. To that end, we offer an always free version that includes all of OneDesk’s functionality. The only limitations are as follows: 3 Users 3 Projects 30 Customers 100MB storage If you need to add more users, Projects or customers than the number provided in the Free account, you can easily upgrade to `Pro`and retain all of your settings. The pro account provides unlimited Users, Projects and Customers and includes 1GB of storage for $30 per user, per month. You can upgrade to the pro package by simply clicking “Go Pro” link within your OneDesk account. It can be found near the top-right of the application. If you have special requirements, large volume, or wish to pay with a purchase order, please do not hesitate to get in touch with us at sales@onedesk.com or 1-855-OneDesk (663-3375)

What is the easiest way to get started with OneDesk?

View our quick start guide here. You can also view our Getting Started video here:

What is the customer portal?

OneDesk’s customer portal is a feedback application especially designed for your customers to use to send feedback to your OneDesk account. Through the customer portal, customers can vote on each other’s ideas, answer polls you create, and submit feedback, ideas, issues and compliments about your products/services. You can also use the customer portal to start discussions and engage with your customer base.

How do I configure my customer portal?

- To configure your OneDesk Customer Portal consult this user guide lesson:

How can customers access the customer portal?

You can easily embed the portal on your website. Here’s a quick reference how to guide: - How to embed the customer portal in your website. - You can also send a customers a direct link to the portal. - Simply send them the customer feedback URL. - Refer to our blog post Receiving feedback through the customer portal. Can customers submit feedback without creating an account? To access the customer portal, customers must create an account and sign in. This helps prevent spam. However, we can provide you with a simple form that will allow your customers to submit feedback anonymously, without having to create an account. This form does not include many of the features available in the standard customer portal, i.e. discussions, voting and polls. If you wish to set up a simple form, get in touch with us at sales@onedesk.com or 1-855-OneDesk.

What is a Project?

A Project is an environment within OneDesk where you and your teammates can collaborate and work on projects. Each Project you create will ideally consist of a set of data revolving around one topic. For example, you may create a sharespace to manage a new release of your product, or to manage departmental tasks. Within a Project, you are able to discuss, develop, and share information on a particular subject or item.

Who can see the data in my projects?

When you create a sharespace, you have full control over who can see the sharespace name. you have the option of making the sharespace name available to the public, to members of your organization, or to only to members of that sharespace, No one can actually see the data in the sharespace unless they are invited to it.

How do we create teams in OneDesk?

OneDesk allows you to create teams and collaborate with colleagues, off-site team members, partners and customers. By adding organization users to your OneDesk account, you can collaborate with colleagues and ensure your whole company is on the same page. When you sign up for a free OneDesk account, you can add two free users to your organization. With OneDesk, you can also collaborate with other users by inviting them to join a ShareSpace. Within a ShareSpace, members are able to discuss, develop, and share information and manage feedback, requirements, issues, tasks and projects. You can also invite your customers to collaborate with you via the customer portal. - For more detailed instructions view our blog post, Creating Teams in OneDesk.

How do we capture feedback and bring them into OneDesk?

Feedback can be brought into OneDesk in the following ways: - You can manually enter feedback into OneDesk - Through social media monitoring. - Through OneDesk’s customer portal. - By email (see the question below for more details)

How do I send emails to my OneDesk account?

Your OneDesk account automatically creates several customer-facing email addresses for you. Any emails sent to these addresses will automatically create Feedback in your OneDesk account. We suggest that actively promote these email addresses on your website. Alternatively you can simply forward your customer emails to these addresses accordingly so that this valuable Feedback is logged in your OneDesk account. support@<YourOrgName>.onedesk.com ideas@<YourOrgNam>.onedesk.com questions@<YourOrgName>.onedesk.com problems@<YourOrgName>.onedesk.com leads@<YourOrgName>.onedesk.com compliments@<YourOrgName>.onedesk.com feedback@<YourOrgName>.onedesk.com

How does social media monitoring work in OneDesk?

You can use OneDesk’s built-in social media monitoring tool to search and listen to the social web and find out what customers are saying about your products, services, industry, and competitors on Twitter, Facebook and blogs. Then, tag comments as as idea, feedback, lead, problem, question or compliment and bring them into OneDesk assign them to team members to work on.

How can I import files into OneDesk?

In a sharespace, you can import .csv files into the feedback and requirements grids. You can also import issues and tasks from .csv, .pp or .mpt files. You can learn more from reading our blog post Microsoft Project files: - Importing them into OneDesk.