Tickets can be auto-forwarded from your support email to a OneDesk ticket creation email. When this happens, a ticket is captured in OneDesk containing the subject of the email, the email’s body, and any attachments in the email. Additionally, if the requester’s email address being captured does not yet exist as a customer record in […]
In OneDesk, you can force users to reauthenticate after prolonged periods of inactivity. This setting is intended for security purposes, and, by default, is turned on. Users will be logged out after 3 consecutive hours of inaction. This setting can be turned off if you so choose. Accessing and changing the re-authentication settings To access
Re-authentication Settings: Force Users to Log-Out After Inactivity More
OneDesk includes automated email templates to assist you in communicating with your users and customers. These email templates are completely customizable – you can edit the existing templates as you see fit, or create entirely new templates to suit your needs. Automations can then be applied to utilize your templates, allowing for a streamlined communication process
In OneDesk, you can create and identify links between tickets. This allows you to easily access related items and label them to determine their relationship. You can easily flag duplicate work, identify the priority for sequential work items, and more. You are also able to create task dependencies that identify predecessor and successor relationships, from
Linking items & linked item relationships in OneDesk explained More
Portfolios are items within OneDesk that allow for easy grouping of projects together. While portfolios cannot contain items directly, the projects within these portfolios contain all the tickets, tasks, articles, and other item-types which you may be working with and are used to. Additionally, portfolios can include other portfolios within themselves as parent portfolios. The
Creating an Item with Workflow Automations In OneDesk, tickets and tasks possess workflow automations that allow for items to be created in reaction to a range of conditions which the original item-type meets. These created items can be designated as subtasks within the original item, or they may be their own standalone item. To create
Logistics firms exist at the crossroad between supply and demand. Having to service a wide-ranging variety of client and customer requests, the need for efficient, hassle-free communication and project management is a must. If client shipments cannot be fulfilled and sent to customers in a timely manner, your logistics firm will eventually be overlooked for
How a logistics firm uses OneDesk to serve their business More
Working in a small company comes complete with its own unique set of challenges. These challenges are only magnified when your company is as small as it can get – a single person. When you only have yourself to count on, managing the time that you put into projects becomes of the utmost importance, and
How a One Man IT Firm uses OneDesk to manage his client projects and requests More