Whether the end-users you serve are from within your company, or whether they are external clients, OneDesk will work for you. However, you will need to configure OneDesk in slightly different ways to achieve the best workflow. This article will tell you what quick settings to make to fine-tune your setup for serving internal vs. […]
Setting OneDesk Up for Serving Internal End-Users or External Customers More
Occasionally you may fail to receive an email from OneDesk when you expect to receive one. In this circumstance, there are several possible reasons why the email could not be delivered or received – some more common than others. Let’s quickly go over some common reasons why emails may not be received from OneDesk, and
Why am I not Receiving Emails from OneDesk? Common Problems Explained More
If your company manages multiple services, brands, or a variety of departments each with different workflows, branding or websites, it is important to be sure your clients are receiving properly tailored support. On the other hand, you’ll want your agents to have centralized communication and a streamlined workflow to manage tickets and tasks, even across
Multiple Services on a Single OneDesk Account More
OneDesk’s customizable customer portal is a useful tool for customers to see the items which they may be interested in, and the progress that is being made on them. Accessing the classic customer portal & visibility settings To access the settings for the customer portal within OneDesk, go to more applications -> administration -> customer
Changing your Classic Portal’s Visibility Settings More
Aside from your system (base) layouts, custom views allow you to display your data in unique, dynamic ways. Custom views are available in all the main OneDesk sections: tickets, tasks, projects, timesheets, customers, users, and analytics. You can easily view what you want in the way you want. You are also able to share your
Best Practices for Creating Custom Views More
OneDesk automatically creates new tickets in your account when received from your support email. You can directly connect your O365 or Gmail/Google Workspace account. Or, if you use another email provider, you can create tickets using the auto-forwarding method. Simply follow these best practices to set up your email to automatically forward to your OneDesk.
Best Practice: Auto Forward Email to Ticket More
Portfolios are items within OneDesk that allow for easy grouping of projects together. While portfolios cannot contain items directly, the projects within these portfolios contain all the tickets, tasks, articles, and other item-types which you may be working with and are used to. Additionally, portfolios can include other portfolios within themselves as parent portfolios. The
Organizing portfolios and projects within OneDesk More
OneDesk has built a sophisticated messaging system that ensures you never have to worry about where the recipient of your message is. Thanks to this powerful messaging system, you don’t need to be concerned if your recipient is using live chat, email, or the customer portal to message you. OneDesk funnels the messages to the
What are Teams and how are they Organized? If you work in a team, OneDesk offers an easy way to manage and share projects amongst team members. While you can share projects with individuals, often it is faster and more consistent to share your projects using teams. In OneDesk you can organize your users into
Managing Team Projects with OneDesk More
In the most recent release of OneDesk we made big changes to Customer Organizations. Whereas prior to this release customer organizations were relatively simple groupings of customers, now they have become more sophisticated objects, with properties and features that will change the way you use OneDesk. What are Customer Organizations? Customer Organizations represent the companies
All About Customer Organizations in OneDesk More