Setting up your OneDesk to support multiple products or services

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 … Read More

How to log your work using Timesheets in OneDesk

A key aspect of both helpdesk and project management for many of our users, is the ability to capture the time spent on various activities. Users want to record the time their team spends on tickets and tasks for a … Read More

User Access Controls and Permissions in OneDesk

If you want to lock down your OneDesk account to limit what your users can see and do in OneDesk, there are a few things to consider: Projects – The Unit of Sharing The mechanism to prevent your users from … Read More

Macros make your life easier!

There are a lot of features in OneDesk that can really make your life easier. In an earlier post I talked about how workflow automations can automatically perform actions when certain conditions are met. In this article I want to … Read More

Automating your workflow with OneDesk

In this blog post I want to go over OneDesk’s Workflow Automation tool. I’ll start by describing what it is, what it does, and how it works. Then I will give some examples of some of the things you can … Read More

Setting up different ticket queues in OneDesk

When it comes to customer support, one size does not fit all. Small companies with fewer support personnel have different needs than larger companies with big teams. Even when comparing companies of similar sizes there are a multitude of different … Read More

Putting a simple ticket form on your website.

While OneDesk offers a full-featured customer portal which you can put on your website, sometimes our users are looking for something a little simpler. We are often asked how they can put a simple ticket submission form on their website … Read More

Putting the OneDesk customer portal on your website

OneDesk includes a customer portal 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 portal also acts as a knowledge base where you … Read More

Improving your helpdesk response times using SLAs

What are SLAs? Service Level Agreements (SLAs) are policies that define the level of service you deliver. These policies usually codify how long you will take to respond to customer service requests, how long until you deliver a fix and … Read More

The all new OneDesk customer portal

In the latest version of OneDesk we have made big changes and new features to the customer portal. Since there is a lot you can do, this post will walk you through what’s new (and what’s old) about the customer … Read More