More and more teams are choosing to opt for working remotely. While remote work has many benefits, there are also challenges. One of the biggest challenges is facilitating team collaboration. While video calls and meetings can help, it is important for your team to know dynamically what others are working on or how they are progressing on tasks. Similarly, no matter where you are, monitoring and managing customer requests and responding efficiently is crucial. A remote help desk software can help eliminate redundancy and silos, improve productivity, and keep everyone on the same page. OneDesk is a versatile application for managing tasks and projects, collaborating with your team, and supporting your customers. Keep reading to learn how OneDesk can meet the challenges of working remotely.
Remote customer support
A unique aspect of OneDesk is that it includes a help desk seamlessly integrated into project management software. In this way, OneDesk is a central and all-in-one hub for remote work. Customers can submit tickets for service requests, inquiries, issues, or anything else you allow. OneDesk offers customer applications – tools to help customers submit their inquiries or stay updated and informed. These applications include: request forms, live chat, a client portal, and a knowledge base. No matter how a customer reaches out (email, live chat, request forms, integrated third party apps) the requests are centralized in your OneDesk. Best of all OneDesk is flexible. The help desk features can be used independently or be seamlessly integrated into your project management. For instance, keep requests separate from your internal projects, or instead, incorporate a request into your projects by escalating it into a task. Escalating a ticket allows you to give the task a schedule and incorporate it into projects without losing the details or conversation history of the ticket.
Cloud-based remote help desk tool
Whether your team works in the field, from home, or in an office, it is crucial that they are able to access their assignments. OneDesk is a cloud-based application, meaning it is accessible from a browser, no matter where you are located, whether that’s on a laptop, desktop, or mobile device. If you have access to the internet you can access your assignments. This accessibility is perfect for remote work teams as it doesn’t require your team to download software or buy specific hardware.
Mobile-friendly remote help desk management
OneDesk can be accessed from a mobile browser or by downloading the mobile app, available on iOS or Android. From the mobile OneDesk, your team can answer customer inquiries, view and update their assignments, communicate with their team, share files, and log time, all from their phone.
Manage tasks and projects remotely
OneDesk provides full life-cycle project management. Plan, schedule, prioritize and assign tasks and projects to your team. The great thing about OneDesk is that it is versatile and customizable. Whether you want to create a simple to-do list for your team, or plan complex projects with subtasks, agile points and dependencies, OneDesk can facilitate that.
Facilitate remote support team collaboration
OneDesk is a highly collaborative tool, perfect for remote workers looking to facilitate exchange with their team. You can bring all your work into one place and at a glance you are able to see the tasks and projects your team is working on. OneDesk has many helpful work views to organize information and even offers the ability to create custom work views. Work views provide an easy way to filter or group tasks and projects in a way you need. Work views can be saved and easily switched between. In your work views, you can see things like who is assigned to what task, the status of the task, or its priority level. Individuals or whole teams can be assigned to tasks, subtasks and projects. This way, you always know who is working on what.
Need more clarification or help with a task? Reduce back and forth, email chains, and meetings. The OneDesk messenger is a real-time chat. You can discuss with your team or clients right beside your work details. Add your colleagues and communicate directly from OneDesk without switching between applications.
In-context communication
You work within the task detail panel. The detail panel has all the information you need to complete your task or see what a teammate is up to. Tasks can have descriptions, you can share files, set priorities, change the lifecycle status, log time and have conversations. Add your team or a colleague to a conversation to get help or notify them of any changes.
You can tab into the messenger application or have conversations linked and attached directly to the details of a task or project. Linking a conversation to a task allows you to stay in-context and reduce repetition because all the details and history of the task are right there!
Track your remote team’s performance and goals
OneDesk offers a variety of ways to track, monitor, and report on remote work team performance. Managers or administrators can view work in all projects and applications. As mentioned, OneDesk is already a collaborative tool so you can view the progress, lifecycle status, and assignee of the tasks. Additionally, the chart widget gives you a breakdown of performance at the top of your tasks and projects application. The chart widget shows at a glance information like whether your team is ahead or behind schedule, how many tasks are in progress or completed, and more. In addition, OneDesk’s analytics application provides a large variety of real-time charts and graphs to monitor things like team workload, project burndown, and planned vs actual work. There are also built-in timers and timesheets to track how long everyone is taking on completing tasks.
More benefits of remote help desk
A very helpful feature for remote teams is something called workflow automations. Workflow automations are a way to cut down on repetitive tasks, stay on top of work, and keep everyone notified. Automations in OneDesk are flexible. You can do things like automatically prioritize tasks or send reminders to your team.
If your team is having issues collaborating or tracking work while working remotely, it may be time to implement a remote work management software. A tool like OneDesk can manage many of the challenges of remote work. For one, creating a central location for communication eliminates confusion and back-tracking. Secondly, a tool like OneDesk also makes assigning work and tracking progress easy with customizable dashboard views. Finally, OneDesk can cut down on manual work by providing built-in KPI charts and versatile automations.