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. […]
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
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
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
The principles of Agile project management took root in the software development and engineering fields. There are many different methodologies (such as Scrum or Kanban) on how to implement these processes, but agile does not have to be complicated and can be applied to any field (but maybe shouldn’t be). This article aims to take
OneDesk ships with some pre-set report templates included. These let you quickly generate reports on tickets, tasks, projects, timesheets, and invoices with just a few clicks. However OneDesk also includes powerful tools to let you create your own report templates, schedule them so that they run without your interaction, and can be automatically emailed out
This is part of an ongoing series where I go over the basic account configurations for different types of businesses. Some companies are very contract-driven and only perform work when customers are asking and paying for it. This article discusses the basic setup you should make to your OneDesk account if this describes your company.
This is part of an ongoing series where I go over the basic account configurations for different types of businesses. There are many different types of companies that use OneDesk to support their customers or end-users. For each business model there are a few different configuration changes you will want to make to your OneDesk
Setting up your OneDesk to support multiple products or services More
Since I’ve helped set up hundreds of OneDesk accounts by now, I am frequently asked by customers and other members of our team, what are some ‘best practices’ that should be followed to ensure customer success. Since I am always glad to share my wisdom 🙂 I thought it could be useful to write up