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
The OneDesk Blog
Wherein we discuss new features, tips on how to use OneDesk, and much more.
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