Saved Replies in OneDesk

Saved replies can be set up in OneDesk for your agents to use. These saved replies allow your team to be able to respond faster to commonly asked customer inquiries by inserting pre-written responses. You can set up a repository … Continue Reading

Exporting Custom Views

OneDesk allows you to export the data from the custom views you create. You can export data in the Flat view from the following applications: Tasks Tickets Projects Timesheets Items Features These views can be saved to use privately or … Continue Reading

Dynamic Properties

OneDesk allows the use of dynamic properties to insert relevant information into a message depending on what it is attached to. This can currently be accessed through saved replies and email templates. It allows you to pull information about the … Continue Reading

How to Activate Customer Satisfaction Surveys

OneDesk’s customer success surveys allow you to assess your customer support team’s level of support. These surveys are sent out by email to the customer once a ticket has been closed. The customer can then rate the service as negative … Continue Reading

What’s New in OneDesk – Apr 2021

OneDesk has just released the April 2021 update to OneDesk with many new features and improvements. This update will go live on April 24, 2021. Customer Service Survey OneDesk introduces the ability to ask your customers for their opinion on … Continue Reading

How to Import Users & Customers

You can import users & customers into your OneDesk from .csv files. Before Importing There are a few things to know and/or do before importing users or customers. 1. Ensure that you really need to use the import function. Importing … Continue Reading

All About Customer Surveys

Customer Satisfaction surveys are emailed surveys sent out to a customer within 24 hours of their ticket being marked into a finished state. If more than one customer has requested the ticket, the most recent requestor receives the survey email. … Continue Reading

How a Healthcare MSP uses OneDesk to streamline its workflow

As a managed service provider (MSP), providing a high quality of service is tantamount to the success of the business. The range of services provided by an MSP includes providing support, maintaining equipment, and improving the operations, all with an … Continue Reading

How a Creative & Design SaaS Company uses OneDesk to optimize their workflow

Having a multi-talented, cross-functional team is often seen as an ideal team composition, opening up many different opportunities for work and services that a company can offer. However, that doesn’t mean that there are no challenges presented by this situation. … Continue Reading

Email Settings: Appearance

How to Change Email Appearance Under the Appearance tab in your OneDesk Email Settings, you are able to edit some visual aspects of your email messages. If you have completed the Getting Started Wizard in OneDesk, you would have already … Continue Reading