Monitoring outgoing email & email capturing in OneDesk

If your job is to manage an end-user or customer support organization, one thing you really need a handle on is the flow of support emails into, and out of, your department. You need to be sure that you are … Continue Reading

How you can change the appearance of your OneDesk emails

OneDesk has lots of configurations to allow you to control the emails we send on your behalf. All these options can be fond under Administration > Email settings. These options include: Modifying the Content of the emails we send Adding … Continue Reading

How to put your OneDesk customer portal on your own domain

If you are wondering if you can host your OneDesk customer portal, or other customer app, on your own domain, the answer is YES. Here’s how it is done. Create a CNAME Record First you must have access to changing … Continue Reading

Using recurring tasks in OneDesk

A recent update to OneDesk added a much-requested feature: Recurring Tasks Does your team have a standard meeting every Monday at 10AM? Now you can create this task or any other recurring task with just a few clicks. Here’s how … Continue Reading

Merging tickets (and other items) in OneDesk

The August Update to OneDesk is out and has a few new exciting features that you have been asking for. This post covers one of those features: Merging Tickets. Merging Tickets Now you can select one or more tickets (or … Continue Reading

How to use the OneDesk Knowledge Base

The OneDesk Knowledge Base is a ‘customer app’ that you can add to your website widget or place directly on your website, to provide a place for your customers to find answers to their questions. It works by allowing you … Continue Reading

How to Enable and Use the OneDesk Knowledgebase

We just released our new Knowledge Base feature in OneDesk to allow you to provide a place for your customers to search and find answers to their questions. There are many features to the Knowledge Base (and more to come) … Continue Reading

Install the OneDesk customer widget on your WordPress website

OneDesk provides three customer-facing apps that you can place on your website to begin interacting with your customers. The widget offers the following applications: Messenger: This application allows customers to engage in real-time conversations with agents. Portal: This application allows … Continue Reading

Putting the OneDesk customer apps on your website

OneDesk includes three real-time customer-facing apps that you can use to interact with your customers, and provide them with an interface access to their tickets and discuss them with you. The customer apps also acts as a knowledge base where … Continue Reading

Configuring your user notification preferences

When you get new tickets, a customer starts a conversation, or a co-worker adds a comment to a task, you may need to be informed. Depending on your role in the company it may be important that you are informed … Continue Reading