Receive emails as tickets from one or multiple inboxes, so multiple agents can respond to customers from a central application collaboratively. Table of Contents How the email flow works In short, the email flow works as follows: Connect or auto-forward your support inbox to OneDesk. Your customers can send an email to your support email […]
Email to Ticket Flow – Incoming/Outgoing Set-Up: Complete Guide More
It is a common use case for multiple departments in an organization to want to work in a single OneDesk account, yet do not want to see the other departments’ tickets. For instance, the IT department and HR department may not want to see each other’s tickets either for privacy reasons or because they do
What is help desk automation? Automations are rules you can set-up in your help desk system which perform actions on behalf of your team. Help desk automations are a necessary feature of a help desk system. They cut down on work, allowing your employees to focus on achieving more meaningful goals. Automations in OneDesk are
Workload management involves getting a clear picture of who is available and when, in order to utilize your team’s full capacity and exceed goals. In OneDesk there are multiple ways to manage your team’s workload. You can determine how many tasks are assigned to someone, how much time they have available in a given period,
In OneDesk, your resource management tools, such as the workload view, make use of the user’s availability. User availability is calculated based on their working hours and the amount of work assigned to them. The user calendar is a view that is available for each user of your organization. The user calendar allows you to
Workload view is a ‘system view’ available in the Tasks and Tickets applications. The workload view is a resource availability tool to help you visualize the work each team member is assigned to during a selected time period. Add the workload view In the tasks/tickets application, on the left side panel. You can add the
The latest update of OneDesk is live and includes the following new features and enhancements. Item Templates / Prefilled Forms Looking for a quick way to create a ticket or task with most properties already filled out? Well, we think you’ll love this feature. You can now create multiple user-facing ticket/task forms with their own
Time tracking refers to how businesses record time spent on work tasks and projects. Utilizing time tracking enables businesses to track progress on tasks, monitor productivity, and accurately compensate employees or bill clients. Commonly, businesses use work management software in order to fulfill their time tracking needs. Work management software tends to also include a
OneDesk includes multiple customer-facing apps that you can use to enable communication with your customers. The apps include the web widget, homepage, messenger, portal, knowledgebase and webforms. Each app provides channels for customers, clients, or end-users to receive support or collaborate with your team. The web widget is an icon displayed on your site which
Looking for the right help desk software for your small business? Small business help desk software is designed to meet the service needs of small teams. The right solution allows your team to centralize your support channels, organize tickets, prioritize issues, and overall delight your customers. This article covers some considerations to make when choosing a