How to prevent email loops in OneDesk

In OneDesk to capture emails as tickets, you will auto-forward or redirect your normal support email (eg. support@example.com) to one of your OneDesk capture email addresses (eg. tickets@example.onedesk.com). By default, OneDesk has an auto-reply turned on, which replies to the … Continue Reading

Automating your projects with OneDesk

If you are an existing user of OneDesk you are no doubt aware of our powerful workflow automation engine. Well with the latest release it just got even more powerful! OneDesk has long had the ability to automatically take action … Continue Reading

How to put a Knowledge Base on your Website – A self-service option for your customers

With OneDesk you can help your customers to help themselves! Decrease your support costs by providing articles about your products or services, so that your customers can easily find answers to common questions.   What exactly is the OneDesk Knowledge … Continue Reading

Customizing your Timesheet form

In OneDesk you can create a timesheet for each time you work on a task or ticket. Here’s how to customize that timesheet form.   Creating a timesheet It’s easy to create timesheets in OneDesk. Do this by Clicking “Add … Continue Reading

Using the Report Creation Wizard

We have released an update to the report creation interface. This a big step forward for non-technical users to be able to generate and schedule the reports they need. While the underlying report generation technology has not changed, the interface … Continue Reading

New in OneDesk, August 2020 – Custom fields get an upgrade

At OneDesk we’ve been working on some big exciting new features, but at the same time we have been making updates to OneDesk with a few smaller, but very useful features. Here is a quick update on the latest improvements … Continue Reading

New in OneDesk: Custom fields on timesheets, gantt enhancements, & more

The latest updates to OneDesk introduced the following new features and enhancements. New Report Wizard (beta): We have released an update to the report creation interface. Now the user is presented with a wizard-like interface that walks the user through … Continue Reading

How to deal with neglected tickets

Do you want to make sure that no tickets fall through the cracks? With OneDesk it is easy to auto-assign incoming tickets to ensure that every ticket is assigned to an agent. But the resolution process doesn’t stop there. You … Continue Reading

Automatically assigning incoming tickets to your team

OneDesk has many tools that will make your life easier – every day. One way OneDesk does this is by automating ticket-assignments so that your team can get to work on them with only the briefest of delays. Here are … Continue Reading

May 2020 – New Features in OneDesk

Here are the new features and enhancements for the May 2020 Release of OneDesk. This release was rolled out on May 12, 2020. Tabbed view for detail panels and item creation forms. Now you can open detail panels in new … Continue Reading