(also known as "Administration and configuration options ")
You know how to create containers, put items in them, and change their properties as you work on them. But there is a lot under the hood that you can modify to make sure that OneDesk works the way you work.
To make these changes open the administration panel located in your “name” menu in the top right (but only for administrators of your organization).
- Customize your ITEM TYPES –
OneDesk ships with a few types of items already enabled (like “tickets”, or “tasks”), but you may have your own types. No problem! You can also manage each item-type’s name, visibility, statuses, icon, and more.
- Customize your APPLICATIONS –
OneDesk categorizes items into several “applications”. They include, tickets, tasks, and features. If you only need 1 or 2 of these, you can deactivate the others.
- Customize your INTEGRATIONS –
OneDesk can connect to other applications, like Salesforce, Jira and TFS. We use Zapier to allow you to connect to hundreds of different applications. Single-Sign-On (SSO) is also available.
- Add CUSTOM FIELDS –
You can add custom properties to items or containers and add them as columns in the grid. Field-types include date, choice, text, number and cost.
- Customize FORMS –
When you create items, you may wish to ask for certain properties. You can add (or remove) properties to the forms (including custom fields), change the order they appear, and whether they are required.
- Customize Your EMAILS –
OneDesk sends out email notifications to keep your users and customers updated. You can modify how these emails look by adding a header, signature and logo. OneDesk captures email replies for discussion notifications, so you can set your reply-to and no-reply email addresses here as well.
- SERVICE LEVEL AGREEMENTS –
Define SLA policies for response/wait/resolution times for different ticket-priorities. Automatically assign new tickets to SLAs and notify the assigned agent when SLAs are about to breach.
Customize your Customer Portal
Your OneDesk customer portal is your connection to your clients, and other stakeholders. The customer portal can be as open or as restricted as you need. Use the administration options to set up your portal just how you like it. Find these options under Administration > Customer Apps > Customer Portal
- Publishing. In OneDesk, items appear on the portal when they are published. Each item has a “published” checkbox in its detail panel, but you may want to automatically publish new items as they are created or submitted by customers.
- Following. If you want to allow your customers to follow their items or any other published items, you can enable or disable this feature.
- Status visibility. You may want to let your customers see the current status of an item. For example you may want to let them know that an idea is “planned for next release” or already “implemented”. You can permit customers to see item statuses.
- Browse by projects. Your ideas, tickets and other published items are usually in placed in separate types of projects. If you want your customers to be able to browse by projects, make sure to enable it on the customer portal.
- Browse by type. You may manage a bunch of different types of items, but only want customers to be able to submit some of those types (like ideas or tickets). Enable the types you want customers to be able to submit on the portal under Administration > Customer Apps > Webforms > create the webform for that specific item. Then you must also enable the filter for item types in your customer portal settings. Remember that this does not control the items themselves that show up on the portal (that is controlled by publishing), just the types that customers can submit and the types listed on the portal menu .
- Customer registration. By default, your OneDesk customer portal allows customers to sign up themselves. If you would like to limit access to the portal by “invitation-only”, you can set it here. You send off the invitations from the “customers” view.
- Login required? Do you want anybody who visits your portal to be able to see published items? If not, you can require them to be logged in before accessing the items.
- Restrict items by requester. Once a customer is logged in, you may still not want them to see all items. You can limit what they see to only published items created: by themselves, by customers in the same “customer organization” (a group of customers you create), or by anybody.
- Restrict items by projects. If you want to limit the published items a customer can see by projects, you can use this options to limit the projects they see based on the projects they are a follower of. Don’t forget to add them as followers of that specific project 😉
- Who can submit items? Do you want anonymous feedback on your portal? If not, you can require customers to log in to submit items.
- Appearance. Style how you would like your customer portal to appear. Match the colors to your website or add your logo.
Automate your Workflow
OneDesk makes your life easier by automating a lot of small things you might have to do manually. OneDesk has a powerful but easy-to-use “automation engine” built in, that can update items, send notifications, assign users and much more. Find these options under Administration > Applications > select tickets or tasks application and set up your workflow automation
Whenever something occurs in OneDesk, you might want an action to be taken. For example you may want to:
- Automatically assign any new ticket submitted by a customer.
- Send a thank-you email letting the customer know you received it.
- Let a customer know that you have released their requested feature.
- Update the status on an item that has 50% of its work complete.
- Hundreds more possibilities.
How to use it
We ship with a few automations already built, but you can modify them or create your own with a few clicks.
- Under Administration > workflow automation, create a new “workflow automation.”
- Fill in the sentence telling OneDesk which are the affected items, what change (trigger) to listen for, and what actions should be taken. Click save.
Create as many as you need!