Updated Feb 2023 In this blog post I want to go over OneDesk’s Workflow Automation tool. I’ll start by describing what it is, what it does, and how it works. Then I will give some examples of some of the things you can accomplish with it. What is the “Workflow Automation” feature? The workflow automation […]
This article is part of an ongoing series where I discuss how a particular customer in a specific industry uses OneDesk. When it comes to tracking work, there are no limits as to what kind of organization would find OneDesk useful. One client came to us looking for a solution to multiple problems: service desk,
When it comes to customer support, one size does not fit all. Small companies with fewer support personnel have different needs than larger companies with big teams. Even when comparing companies of similar sizes there are a multitude of different workflows that tickets must go through before they reach resolution. So while everyone has different
This article is part of an ongoing series where I discuss how a particular customer in a specific industry uses OneDesk. Whether you’re a one-person development team in a larger company or one of several developers in a development-focused workshop, you need to consider how to track your work in a meaningful way. It doesn’t
How one web developer uses OneDesk to track tasks & updates across many websites More
While OneDesk offers a full-featured customer portal which you can put on your website, sometimes our users are looking for something a little simpler. We are often asked how they can put a simple ticket submission form on their website without the rest of the portal. Often our users are at the stage where they
This article is part of an ongoing series where I discuss how a particular customer in a specific industry uses OneDesk. Although non-profit organizations aren’t generally seen as businesses or companies, that does not negate the fact that the teams making up the organization must communicate with customers. As with any work, these communications need
How a non-profit uses OneDesk to manage their customer communications More
This article is part of an ongoing series where I discuss how a particular customer in a specific industry uses OneDesk. At OneDesk, we offer clients flexibility so they can integrate sound project management processes into their existing systems, whether they focus on support or project work. One of our clients came to us wanting
What are SLAs? Service Level Agreements (SLAs) are policies that define the level of service you deliver. These policies usually codify how long you will take to respond to customer service requests, how long until you deliver a fix and how much it will cost. Often times these SLAs will be in the form of
In the latest version of OneDesk we have made big changes and new features to the customer portal. Since there is a lot you can do, this post will walk you through what’s new (and what’s old) about the customer portal. Customizable forms on the Customer Portal: A very very popular request we received was
Updated: March 2023 The main OneDesk app is available in many languages. You can change the language of the main app at an organizational level. As well, each of your users can select their own preferred language from their profile. As for your customers, the OneDesk customer apps also support multiple languages. For the mobile-friendly
Translating your customer portal (classic) into a different language. More