Monitoring outgoing email & email capturing in OneDesk

If your job is to manage an end-user or customer support organization, one thing you really need a handle on is the flow of support emails into, and out of, your department. You need to be sure that you are … Continue Reading

Selecting a helpdesk solution to track support emails

If you have been on the lookout for a helpdesk solution to help you track incoming support emails, you have probably already come across several options. This post discusses the types of solutions available in the market, without getting deep … Continue Reading

How you can change the appearance of your OneDesk emails

OneDesk has lots of configurations to allow you to control the emails we send on your behalf. All these options can be fond under Administration > Email settings. These options include: Modifying the Content of the emails we send Adding … Continue Reading

How to put your OneDesk customer portal on your own domain

If you are wondering if you can host your OneDesk customer portal, or other customer app, on your own domain, the answer is YES. Here’s how it is done. Create a CNAME Record First you must have access to changing … Continue Reading

Using recurring tasks in OneDesk

A recent update to OneDesk added a much-requested feature: Recurring Tasks Does your team have a standard meeting every Monday at 10AM? Now you can create this task or any other recurring task with just a few clicks. Here’s how … Continue Reading

Merging tickets (and other items) in OneDesk

The August Update to OneDesk is out and has a few new exciting features that you have been asking for. This post covers one of those features: Merging Tickets. Merging Tickets Now you can select one or more tickets (or … Continue Reading

What’s new in the July 2019 release of OneDesk?

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 … Continue Reading

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 … Continue Reading

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) … Continue Reading

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 … Continue Reading