Last week we release the latest update to OneDesk. The big feature in this release is the Knowledgebase, and I have written a couple of articles covering it here and here. We also added a few smaller features which I … Read More
Author Archives: Derek
How to use the OneDesk Knowledge Base
The OneDesk Knowledge Base is a ‘customer app’ that you can add to your website widget or place directly on your website, to provide a place for your customers to find answers to their questions. It works by allowing you … Read More
How to Enable and Use the OneDesk Knowledgebase
We just released our new Knowledge Base feature in OneDesk to allow you to provide a place for your customers to search and find answers to their questions. There are many features to the Knowledge Base (and more to come) … Read More
Some small, often-requested features that you have been waiting for
We often get requests for small features that are not deal-breakers for our customers but would definitely make their lives easier. Individually they are not big enough to merit a blog post, but put them together and they make a … Read More
Configuring your user notification preferences
When you get new tickets, a customer starts a conversation, or a co-worker adds a comment to a task, you may need to be informed. Depending on your role in the company it may be important that you are informed … Read More
Using the OneDesk messenger application to offer live chat-based support
With the latest release of OneDesk we now offer a built-in chat application that allows you to offer real-time support to your customers. This is released in beta so please go ahead and use it, but don’t forget to give … Read More
Using OneDesk’s customer-facing apps to better serve your customers.
The OneDesk Customer Apps Platform We have a big announcement! We just released our new ‘Customer Apps’ platform which allow you to deploy 3 apps to your customers (so far). Some of you may be familiar with our customer portal … Read More
How to Send a Customer Service Satisfaction Survey with OneDesk
The best way to know how well your customer service team is doing is… to ask your customers. One common way to get customer feedback is to send a follow-up survey or poll after each customer service interaction. While OneDesk … Read More
OneDesk now offers services to get you up and running.
OneDesk is generally a self-service product. This means that you can sign up for a trial account, play around with the software, ask a few questions and be up and running. We have worked hard to make this possible by … Read More
Modifying email content in OneDesk
Your OneDesk account will send out emails for a variety of reasons. This article explains the different types of email we send and how you can modify the content of these emails to better suit your needs. The email template: … Read More