The latest release of OneDesk is now live! This release brings some big features and enhancements. OneDesk Voice Accept incoming calls with OneDesk With OneDesk Voice you can now add basic call-center capabilities to your support flow, and centralize it inside your ticketing system. Here’s how it works: Try it out. You get 15 min of […]
Change management is an approach for managing organizational changes, which can include processes, infrastructure, or technology. The goal is to implement changes smoothly, with minimal risk to users. In the help desk context, the process is usually in reference to IT change management. This article outlines a basic IT change management process with OneDesk. You
Happy new year from the OneDesk team! The January 2025 release is now live with some great new features and enhancements. New User Dashboard OneDesk now has a new dashboard page dedicated to the individual User. Now when you visit your home page, you will see a collection of widgets and KPIs to help you
The October 2024 release of OneDesk is now live. This release includes the following features and enhancements: More advanced searching In this release we’ve extended the capabilities of the global search feature. A single-click now navigates you to the result. You can still use the center mouse button to open the result in the background
For the Cingulum Health team, the highest level of patient care and attention is a must. We recently spoke to the practice manager at Cingulum Health whose clinic has recently switched over to using OneDesk. With OneDesk’s combination of support and project management features, this leading clinic has been able to streamline their operations, allowing
Cingulum Health Uses OneDesk to Enhance their Patient Management Workflow More
The July 2024 release of OneDesk is live. The following new features and enhancements are now available. New Homepage Customer App The mobile-friendly customer apps continue to get better! In this release OneDesk introduces the ability to define a homepage app, which you can configure with your own content. You can use this app to introduce
In case you missed it, back in the March update we released the brand new OneDesk API. Like the old API, you can push and pull information from your OneDesk account to other applications. However, the new API is a complete overhaul with tons of improvements. It features many new properties and entities, plus better
What are help desk metrics? Help desk metrics, also called help desk KPIs, are quantifiable indicators, such as charts, graphs, or reports used to measure the performance of your support. Help desk metrics are crucial to tracking the performance of your team and ensuring you are providing quality service. You can use help desk metrics
The new release of OneDesk for May 2024 is now live! This release includes a number of features to improve your workflow and aid support. New Key Performance Indicators We have added new KPIs across the OneDesk Apps to surface useful information at a glance. To give you the ultimate flexibility, the KPIs have been
What is a block of hours agreement? A block of hours agreement can be referred to by a number of other terms, such as a block of time, block contract, or prepaid hours agreement. Some client billing agreements involve invoicing upon completion of a project, or on a monthly or other scheduled basis. In most