Support flow & collaborating

Onboarding guide contents:

Now that you have the basics down and have connected some channels, let’s learn how to handle tickets and collaborate with your team.

Receiving tickets

If a chat or ticket comes in you will hear a sound. If a message is not sent, or If someone assigns you to a ticket, you will also receive notifications. OneDesk provides in-app, email, and push notifications.
Learn more: User notifications

Deciding what to work on
You can monitor and perform a lot of work directly from your user dashboard.
Dashboard – Unread messages, unresolved tickets
As an admin or manager try the ‘Help Desk manager dashboard’
Tickets app to see the grid. Here you can use filters and views to dive deeper into your tickets. Try filtering by date, status, priority or assignee

More: User Dashboard

Working on tickets

Working on ticketsThe ticket detail panel Open a ticket from your dashboard or the ticket grid.Aside from the grid and dashboard, the detail panel will be your home. Hover the numbers in the image to learn more about the parts of your ticket detail panelTip: While in the grid go to Tools > dock detail panel. This allows you to view more about tickets while clicking through the grid.

Collaborating with your team

@ mentions Internal messages Assigning tickets