Structure and Prepare Your Workspace

Onboarding guide contents:

Now that you’ve learned the basics of navigating, let’s start organizing your account.

OneDesk’s work items

Tickets – Represent a request by a customer or end-user.
Projects – Sometimes referred to as containers, projects group and organize related tickets.
- Intake Project – The intake project is a special project indicated with a yellow inbox icon. Each customer organization can have one active intake project. Tickets from the organization will be routed to this project automatically. The first time a new domain sends you a ticket an intake project will be created and subsequent tickets to it.
Folders – Group related tickets within a project. Used to further organize tickets within a project.
Portfolios – Top level grouping that contain projects. Use portfolios to group together related projects.

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How to structure your OneDesk

A common configuration is to create portfolios to represent different teams, departments, or clients. The images below are two examples. The left groups projects into portfolios representing teams and departments. The right groups projects into portfolios representing clients. You can always move projects or create new portfolios, so don’t worry about getting it perfect.

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Structuring / Organizing Your Work

Basic account admin

By going through the Quick Setup Wizard, most basic admin should be completed. As well, common automations and custom views are set up for you. Here are a few other configurations many accounts do before launch:

Personalize your automated replies.
Brand and personalize your customer apps

Tip: If you are migrating from another system, you can easily import tickets, projects, or customer organizations from your Tools menu in the top bar.

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Automations
Brand customer apps