The latest release of OneDesk is now live! This release brings some big features and enhancements.
OneDesk Voice
Accept incoming calls with OneDesk
With OneDesk Voice you can now add basic call-center capabilities to your support flow, and centralize it inside your ticketing system. Here’s how it works:
- OneDesk will provide you with a North American phone number. Simply forward your existing support number to it, or provide it directly to your customers. If you require a number from a different region please reach out to us.
- When a customer calls in, they will hear your greeting and be asked to pick from your voice queues (support, sales, etc.).
- Support Agents who have been assigned to the queue will be notified of the incoming call and be able to answer and speak with the client.
- Create tickets linked to the call, save a recording of the call, capture the caller, run call timers, ID’s and much more.
Try it out. You get 15 min of free calls to see if you like it. After that you can top up your minutes and pay as you use them.
Email Signatures / Anonymous Agents
Allow your users to personalize their email signatures, or anonymize all your agents when communicating by email.
If you would like each agent to have their own email signature when replying to tickets/tasks, this is now available in OneDesk. Alternatively if you want to make all agent replies have similar email-signatures regardless of which agent is responding, that is now an option too.
Timesheets on MFA
Optionally show your customers the hours you worked on their tickets and tasks, directly from the Customer Portal. You can even expose the timesheet notes too.
Configurable detail panel
Don’t like the layout or configuration of the ticket or task detail panel? Well now you can change it. OneDesk now offers a completely configurable detail panel allowing you to:
- Position fields in the place you want, so that your most-used fields are near the top
- Mix standard properties with custom fields anywhere on the panel
- Change the styling and size of various component.
- Create a large-screen version or a compact one (for when the panel is docked).
- Reset it back to OneDesk Original-Flavor if you decide that you like the trade-offs we made after all.
Automation Templates
Create automations from our selection of pre-created templates (or create our own from scratch).
As you probably know, Automations in OneDesk allow you to automate a lot of things that you would otherwise have to do manually. These include routing new tickets, replying, assigning, notifying, archiving and so much more. While we ship with a nice selection of pre-created automations, now you can also pick from our library of Automation Templates. Just select the template, edit a few properties (if necessary), and activate the new Automation. If you want something that has no template, then you can still create your own automation from scratch.
Customizable ID
- Add a prefix to the IDs of your item types, ‘TA’ for tasks, ‘IS’ for issues, etc.
- Increase the starting ID for new items (note that you cannot set to a lower value than your current highest ID)
- This is a one-way move since duplicate IDs are not allowed (for obvious reasons), so be sure you are ready for the jump before you do it.
Automation Actions in Order
Until now, you could not guarantee the order of execution of the actions performed by Automations. Since changes likely triggered only one automation at a time, and even when they triggered multiple actions, the actions were independent enough that the order did not matter much. However there could be rare collisions where the same trigger could perform multiple actions, and the order mattered. With the latest update actions are executed as follows:
- You can now reorder actions within an automation and know that they will be executed in order you set
- You can now re-order the automations with respect to each other and know that their actions will be queued in that order.
Request Email before chat
Sometimes you may want to know the identity of the customer you are chatting with before they ask their questions. A new option in OneDesk’s live chat will allow you to request the email and name of the customer, prior to launching the conversation.
- If the customer is logged in then they are not asked.
- The name+email will be posted to the conversation, allowing you to de-anonymize the customer with one click if you determine they are who they claim to be.
- You can customize the way you ask for this info.
Product and Pricing Changes
OneDesk is now offering various apps as separate products. They are ‘HelpDesk’, ‘Project Management’, ‘PSA’, and ‘Work Management’
Firstly, do not worry if you are an existing customer. You will continue to get the same features (or more) as your current plan.
With this release, you can now buy the OneDesk products separately, only paying for the things you need and simplifying your experience. When you have multiple products, the features integrate seamlessly, making the whole greater than the sum of it’s parts.
The new products are:
- OneDesk Helpdesk (HD): Support your customers by email, ticketing, live-chat, voice, ticket portal, knowledgebase and much more.
- OneDesk Project Management (PM): Plan projects, assign tasks, track work, see resource allocation and much more.
- OneDesk Professional Services Management (PSA): Create and send quotes/invoices for work-performed and support services. Sell pre-paid hours, integrate with QBO, and much more.
- OneDesk Work Management (WM): The whole thing! Support your customers, work on projects, and your customers all with one app.
We now have pricing on a per-product basis. You can check out our new pricing here. For existing customers, or customers already in-trial we have retained our previous pricing if that is what they prefer.
We also offer two different plan-levels: Standard and Enterprise. A HIPAA-enabled account is available for healthcare-related companies.
Other enhancements:
- Automation cloning
- New dashboard widgets and improvements to existing widgets
- New Ticket metrics
- New triggers for project automations
- Permitting multiple webforms for the same item subtype in the same webforms app.
- Over 100 other bug fixes and enhancements