You know how to create projects, 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 using the gear icon at the bottom left (but only for administrators of your organization).

  1. Customize your ITEM TYPES   –   
    OneDesk ships with a few types of items already enabled (like “tickets”, or “tasks”), but if you need other types, no problem!   You can also manage each item-type’s name, visibility, statuses, icon, and more.
  2. 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.
  3. Customize your INTEGRATIONS  –  
    OneDesk can connect to other applications, like Salesforce, Microsoft, Jira, Zapier and many more. Single-Sign-On (SSO) is also available.
  4. Add CUSTOM FIELDS  –  
    You can add custom properties to items or projects and add them as columns in the grid. Field-types include date, choice, text, number and cost.
  5. Customize FORMS  –  
    When your users or customers create items, you may wish to ask for certain fields of information to be included. You can add (or remove) properties to the forms (including custom fields), change the order they appear in, and whether they are required.
  6. Customize Your EMAILS –  
    OneDesk sends out email notifications to keep your users and customers updated. You can modify the content of these emails and how they 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 display addresses as well.
  7. 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 Apps

Your OneDesk Customer Apps are your connection to your clients. The customer apps available include Live Chat, Client Portal, Knowledgebase, and Ticket Forms. The customer apps can be as open or as restricted as you need. Use the administration options to set up your apps just how you like it. Find these options under  Administration  > Customer Apps

  1. Adding and removing customer apps.  You can select which customer apps appear on your website by simply turning switches on or off.
  2. Appearance.  You can modify the appearance of your customer apps including color, logo, greeting message, language, filtering options, and more.
  3. Properties.  You can determine which properties of the tickets are visible to your customers on the customer portal and knowledgebase.
  4. Publishing Items.  In OneDesk, items appear on the portal when they are published. Each item has a “published” checkbox in its detail panel and tickets are automatically published to their creators by default.
  5. Which items are visible.  You can set rules on what items a customer or anonymous visitor or logged-in customer can see. Restrict it to certain items, their own tickets only, or other options.
  6. Ticket Forms  You can customize multiple different forms your customers can use to submit tickets, requests, and other items. You can even add custom fields and mark certain fields as required.
  7. 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 do that too. You send off the invitations from the “customers” view.
  8. 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.
  9. 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), by items in specified projects, or not restricted at all.
  10. Who can submit items? Do you want anonymous feedback on your portal? If not, you can require customers to log in to submit items.
  11. Put your customer apps on your website.  Adding the OneDesk customer portal to your website is easy. Just paste a small javascript snippet before the body closing tag “</body>” on the pages you want it to appear. The snippet and instructions are found under Administration > Customer Apps

 

 

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.
  • Remind an assignee of upcoming tasks.
  • Update the status on an item that has 50% of its work complete.
  • Automatically close inactive tickets after 30-days.
  • 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.

  1. Under  Administration  > Tickets/Tasks  > Workflow Automations, click “Create workflow automation.”
  2. 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.

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