(also known as "Administration and configuration options ")
You know how to create containers, put items in them, and change their properties as you work on them. But there is a lot under the hood that you can modify to make sure that OneDesk works the way you work.
To make these changes open the administration panel located in your “name” menu in the top right (but only for administrators of your organization).
- Customize your ITEM TYPES – Administration > types
OneDesk ships with a few types of items already enabled (like “ideas”, or “tasks”), but you may have your own types. No problem! You can also manage each item-type’s name, visibility, statuses, icon, and more.
- Customize your APPLICATIONS – Administration > my applications
OneDesk categorizes items into 3 “applications”. They are feedback management, product management and project management. If you only need 1 or 2 of these, you can deactivate the others.
- Customize your INTEGRATIONS – Administration > my integrations
OneDesk can connect to other applications, like Salesforce, Jira and TFS. You can configure the integrations you wish to use and read more about how each works.
- Add CUSTOM FIELDS – Administration > custom fields
You can add custom properties to items or containers and add them as columns in the grid. Field-types include date, choice, text, number and cost.
- Customize FORMS – Administration > creation forms
When you create items, you may wish to ask for certain properties. You can add (or remove) properties to the forms (including custom fields), change the order they appear, and whether they are required.
- Customize Your EMAILS – Administration > email
OneDesk sends out email notifications to keep your users and customers updated. You can modify how these emails look by adding a header, signature and logo. OneDesk captures email replies for discussion notifications, so you can set your reply-to and no-reply email addresses here as well.
- SERVICE LEVEL AGREEMENTS – Administration > SLAs
Define SLA policies for response/wait/resolution times for different ticket-priorities. Automatically assign new tickets to SLAs and notify the assigned agent when SLAs are about to breach.
1. ITEM TYPES
4. CUSTOM FIELDS
Customize your Customer Portal
Your OneDesk customer portal is your connection to your clients, and other stakeholders. The customer portal can be as open or as restricted as you need. Use the administration options to set up your portal just how you like it. Find these options under Administration > customer portal
- Publishing. In OneDesk, items appear on the portal when they are published. Each item has a “published” checkbox in it’s detail panel, but you may want to automatically publish new items as they are created or submitted by customers.
- Voting. If you want to allow your customers to vote on their favorite items, you can enable or disable this feature.
- Item types on the portal. You may manage a bunch of different types of items (like tasks), but only want customers to be able to submit some of those types (like ideas or tickets). Enable the types you want customers to be able to submit on the portal under Administration > types. Remember that this does not control the items themselves that show up on the portal (that is controlled by publishing), just the types that customers can submit and the types listed on the portal menu .
- Containers. Your ideas, tickets and other published items are usually in containers representing products or releases. If you want your customers to be able to browse by containers, select the ones you want to appear in the customer portal menu.
- Status visibility. Depending on your workflow you may want to let your customers see the current status of an item. For example you may want to let them know that an idea is “planned for next release” or already “implemented”. You can permit customers to see item statuses.
- Customer registration. By default, your OneDesk customer portal allows customers to sign up themselves. If you would like to limit access to the portal by “invitation-only”, you can set it here. You send off the invitations from the “customers” view.
- Who can see items on the portal? Do you want anybody who visits your portal to be able to see published items? If not, you can require them to be logged in before accessing the items.
- What items can customers see on the portal? Once a customer is logged in, you may still not want them to see all items. You can limit what they see to: only items created by themselves, only items created by customers in the same “customer organization” (a group of customers you create), or only items that are in containers they are members of (you can associate customers with containers from the “customers” view).
- Who can submit items? Do you want anonymous feedback on your portal? If not, you can require customers to log in to submit items.
- Can customers talk amongst themselves? You may want a channel that only provides communication between you and your customers, or you may want a self-serve support channel. You can choose who can see customer comments.
Automate your Workflow
OneDesk makes your life easier by automating a lot of small things you might have to do manually. OneDesk has a powerful but easy-to-use “automation engine” built in, that can update items, send notifications, assign users and much more. Find these options under Administration > workflow automation
Whenever something occurs in OneDesk, you might want an action to be taken. For example you may want to:
- Automatically assign any new ticket submitted by a customer.
- Send a thank-you email letting the customer know you received it.
- Let a customer know that you have released their requested feature.
- Update the status on an item that has 50% of its work complete.
- Hundreds more possibilities.
How to use it
We ship with a few automations already built, but you can modify them or create your own with a few clicks.
- Under Administration > workflow automation, create a new “workflow automation.”
- Fill in the sentence telling OneDesk which are the affected items, what change (trigger) to listen for, and what actions should be taken. Click save.
Create as many as you need!