A common question we receive is how to structure and organize your work in OneDesk. OneDesk allows for tremendous versatility in how you work, and every business will have their own workflows. The first step in determining how to organize your work is to get an understanding of the structure of OneDesk. We want to […]
One of the great aspects of OneDesk is the level of customization it supports. With OneDesk, you can configure unique statuses, forms, workflows, and much more. Regardless of what industry you work in, OneDesk can be configured in a variety of ways to fit your needs. In today’s blog I’m going to talk about one
Receive emails as tickets from one or multiple inboxes, so multiple agents can respond to customers from a central application collaboratively. Table of Contents How the email flow works In short, the email flow works as follows: Connect or auto-forward your support inbox to OneDesk. Your customers can send an email to your support email
Email to Ticket Flow – Incoming/Outgoing Set-Up: Complete Guide More
Workload management involves getting a clear picture of who is available and when, in order to utilize your team’s full capacity and exceed goals. In OneDesk there are multiple ways to manage your team’s workload. You can determine how many tasks are assigned to someone, how much time they have available in a given period,
In OneDesk, your resource management tools, such as the workload view, make use of the user’s availability. User availability is calculated based on their working hours and the amount of work assigned to them. The user calendar is a view that is available for each user of your organization. The user calendar allows you to
Workload view is a ‘system view’ available in the Tasks and Tickets applications. The workload view is a resource availability tool to help you visualize the work each team member is assigned to during a selected time period. Add the workload view In the tasks/tickets application, on the left side panel. You can add the
OneDesk includes multiple customer-facing apps that you can use to enable additional support channels and self-service options. You can deploy your customer apps in different ways depending on your preferences. It is recommended to provide your customers with multiple ways of accessing your customer apps. The apps include the web widget, homepage, messenger, portal, knowledgebase
As you may have heard, OneDesk has recently released the new version of the mobile app. The mobile app is available on iOS and Android for your users and offers a lot of new features and functionality. The mobile app is connected to your main web application, allowing you to access or update your tickets
OneDesk provides a mobile-friendly experience for customers. Using a mobile web browser, customers can make use of any customer-facing applications: Messenger, Webforms, Knowledgebase, Tickets/Tasks Portal. To learn about creating and configuring the Tickets/Tasks Portals, please refer to: Customer Tickets and Tasks Portal This article is about customers (or end-users) For information on user/agent mobile experience
OneDesk provides the ability to send messages and emails through automations. Email templates can be set up to send emails to customers or users and can be helpful for updating everyone on progress or changes. There are also system emails, particularly important emails sent from your account which cannot be configured through automations. You can