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 your service by offering a simple survey. Your OneDesk account can be configured to […]
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 will bring in a lot of old legacy data that you may be better off
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. These surveys allow your customers to: How Customer Surveys Work Once a ticket is marked
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 eye to anticipating future needs and optimizing cost. The relationship between the service provider and
How a Healthcare MSP uses OneDesk to streamline its workflow More
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. In fact, by providing various different services, there are often multiple workflows introduced to support
How a Creative & Design SaaS Company uses OneDesk to optimize their workflow More
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 edited aspects of the header (the logo) and added a signature. The email header and
OneDesk has built a sophisticated messaging system that ensures you never have to worry about where the recipient of your message is. Thanks to this powerful messaging system, you don’t need to be concerned if your recipient is using live chat, email, or the customer portal to message you. OneDesk funnels the messages to the
What is Inserting? OneDesk allows you to create items such as tickets and tasks by adding them manually. Usually, you will need to fill out the internal creation form for that given item. However, inserting an item allows you to bypass filling out the form and to insert items with the inline item insertion function.
OneDesk has different objects to contain and organize information. The main objects that exist in OneDesk are: portfolios, folders, projects, and items. However, you can ONLY share projects and items, not portfolios and folders. Portfolios and folders create structure. Portfolios group projects while folders group items. Projects group folders and items together. Table of Contents
A lot of companies, and their underlying departments, face growing pains as they build on their success and establish themselves as true organizations. As product offerings and capabilities expand, departments and teams start to field wider ranges of requests for work, and this can lead to people specializing in order to build efficiency. Sometimes these
How a Wire Manufacturer uses OneDesk to capture requests and manage projects More