Although large companies generally gain stability in surviving growing pains, they face different challenges in managing their work across a large workforce. It is normal to see such companies divided into different departments, which then are made up of smaller teams. These smaller teams may each have their own lead or manager or, as is […]
How a Tree Trimming Company uses OneDesk to manage their operations More
In comparing different helpdesk tools and software, there are a number of similarities that start to surface. For one, the concept of a ticketing system overwhelmingly serves as the backbone for such tools. Oftentimes, companies that provide this service focus on building out their helpdesk tool to follow the standard flow of work: a request
An Internal HelpDesk switches to OneDesk from Freshdesk More
Analytics Application (beta) The June 2021 Release of OneDesk introduces a new App (in Beta) to centralize statistics about your tickets, tasks, and projects. We call this new app ‘Analytics’. Located under the ‘More Applications’ icon in the lower-left corner, the Analytics app brings together Reports and Activities, and introduces a new section called ‘Charts’.
For managed service providers (MSP), customer support is absolutely core to their business. Where the various services provided may be the main customer-facing offering, without a supporting team to attend to client needs and answer questions, an MSP is sure to face challenges retaining clients. Empowering your customer support team only further serves your business,
How a MSP uses OneDesk to optimize their customer support More
If you’re unable to locate an item (ticket or task) in OneDesk, it might be for one of many reasons: If you can’t find an item in OneDesk, try the following: Change the Project Level SelectionUse Unfiltered View & SortingMake Sure You’re in the Correct ApplicationUse the Global SearchCheck if You Have AccessCheck if the
OneDesk makes optimizing your project schedule easy with ‘smart rescheduling’. In only a few clicks, this powerful tool can optimize the work schedule of your projects, allowing you to save time and reduce the overall duration of your projects. Smart rescheduling will take into account the project’s start date, any finish-to-start links between tasks, and
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 of saved replies for your users to be able to make user of. Using saved
OneDesk allows you to export the data from the custom views you create. You can export data in the Flat or Tree views from the following applications: Remember when exporting, you are exporting your current view, including your custom views. For example, if you have added or removed columns, or applied filters, groupings, or searches,
NOTE: This article is outdated. Please refer to the up-to-date article of dynamic properties on the OneDesk Knowledgebase. 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
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 or positive and leave a comment about their experience. You will be able to activate