New Features – June 2021 – Analytics

Analytics Application (beta) The June 2021 Release of OneDesk introduces a new App (in Beta) to centralize statistics about your tickets, tasks, and projects. We call this new app ‘Analytics’. Located under the ‘More Applications’ icon in the lower-left corner, … Continue Reading

How a MSP uses OneDesk to optimize their customer support

For managed service providers (MSP), customer support is absolutely core to their business. Where the various services provided may be the main customer-facing offering, without a supporting team to attend to client needs and answer questions, an MSP is sure … Continue Reading

Finding an Item in OneDesk

If you’re unable to locate an item in OneDesk, it might be for one of many reasons: you are looking at a filtered view, the item is an archived project, the item has been moved to a project to which … Continue Reading

Smart Rescheduling in OneDesk

OneDesk makes optimizing your project schedule easy with ‘smart rescheduling’. In only a few clicks, this powerful tool can optimize the work schedule of your projects, allowing you to save time and reduce the overall duration of your projects. Smart … Continue Reading

Saved Replies in OneDesk

Saved replies can be set up in OneDesk for your agents to use. These saved replies allow your team to be able to respond faster to commonly asked customer inquiries by inserting pre-written responses. You can set up a repository … Continue Reading

Exporting Custom Views

OneDesk allows you to export the data from the custom views you create. You can export data in the Flat view from the following applications: Tasks Tickets Projects Timesheets Items Features These views can be saved to use privately or … Continue Reading

Dynamic Properties

OneDesk allows the use of dynamic properties to insert relevant information into a message depending on what it is attached to. This can currently be accessed through saved replies and email templates. It allows you to pull information about the … Continue Reading

How to Activate Customer Satisfaction Surveys

OneDesk’s customer success surveys allow you to assess your customer support team’s level of support. These surveys are sent out by email to the customer once a ticket has been closed. The customer can then rate the service as negative … Continue Reading

What’s New in OneDesk – Apr 2021

OneDesk has just released the April 2021 update to OneDesk with many new features and improvements. This update will go live on April 24, 2021. Customer Service Survey OneDesk introduces the ability to ask your customers for their opinion on … Continue Reading

How to Import Users & Customers

You can import users & customers into your OneDesk from .csv files. Before Importing There are a few things to know and/or do before importing users or customers. 1. Ensure that you really need to use the import function. Importing … Continue Reading