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

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

All About Customer Surveys

Customer Satisfaction surveys are emailed surveys sent out to a customer within 24 hours of their ticket being marked into a finished state. If more than one customer has requested the ticket, the most recent requestor receives the survey email. … Continue Reading

Email Settings: Appearance

How to Change Email Appearance Under the Appearance tab in your OneDesk Email Settings, you are able to edit some visual aspects of your email messages. If you have completed the Getting Started Wizard in OneDesk, you would have already … Continue Reading

Notifications & Emails

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 … Continue Reading