All About Reports in OneDesk

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, … Continue Reading

Direct messaging between users in OneDesk

In OneDesk, you can have conversations by adding messages to tickets and tasks. When you do this, the followers of those items will get your messages via an omni-channel messaging service: by email, inside the ‘messenger app’ inside OneDesk, on … Continue Reading

Changing the name and picture of your bot in OneDesk

In OneDesk the ‘bot’ represents the Automation Engine that can do things for you and make your life easier. If you’ve spent some time in OneDesk you’ve seen the bot make automatic responses to customers who submit tickets, and replying … Continue Reading

Auto-forwarding your email to OneDesk – using Gmail / Gsuite

Setting up an auto-forward using Gmail / Gsuite is straightforward. Here are instructions to set up an autoforward for Gmail / Gsuite. After this is done, you will be automatically capturing emails and creating tickets and customer records in your … Continue Reading

Auto-forwarding / redirecting your email to OneDesk, using Outlook

Setting up an auto-forward using Microsoft Outlook is easy. Here we provide the instructions for the web version of Outlook Web App / Office 365, as well as the desktop version. STEP 1: Retrieve your OneDesk ticket capture email address … Continue Reading

Managing your users using teams in OneDesk

In OneDesk users can be added to teams. This is useful both to keep your users organized, and to provide a quick way to share projects to multiple users add a group of followers to item like tickets and tasks … Continue Reading

Single Sign-On (SSO) for your users in OneDesk

Enable and Configure SSO for Users in your OneDesk account OneDesk allows you to set up single sign-on (SSO) to permit your users to log in using their existing credentials. If the user does not exist, once they log in … Continue Reading

How to enable single-sign-on for your customer apps in OneDesk

You may want to have your customers be automatically logged in to your OneDesk customer apps whenever they are on your site and authenticated with your own systems. This post will show you how to set that up using Azure … Continue Reading

Linking to other items in conversations using the # sign

In OneDesk you will find yourself frequently discussing tickets and tasks. Sometimes this conversation will be on the actual item, but often you will want to refer to a different one. For these cases OneDesk has a great feature which … Continue Reading

Use the @ symbol to add users or customers to conversations in OneDesk

The December 2019 release of OneDesk added the ability to use the @ symbol in conversations in OneDesk. Most of you will be familiar with this type of method to message people from other apps. This article will cover some … Continue Reading