New August 2023

/ 3. Release Notes / By / August 27, 2023

The August 2023 release of OneDesk is now live! In this release the team has added a variety of usability enhancements and useful new features.

Project Templates

OneDesk has always had the ability to create projects and to clone them if copies are needed, however more advanced project templating has been added.

  • You can now designate a project as a ‘Template’ project. These will be suggested by priority when using template projects.
  • Now, when you create a project you can choose to do so from a template or to create a new empty project.
  • Flexible template options allow you to specify what is copied or re-calculated from the template, including the items, the planned work, attachments, custom field values, assignees, followers and more.
  • You can automatically schedule the new project from the project start date.

Additional Features for Professional Service Automation

Many of our customers serve their own customers by performing services for them (projects), supporting them (help desk) and billing them for their work (invoicing). To that end, we have added additional features to make their work easier, and there is a lot more to come.

  • Easy re-usable project templates (see above), allow you to refine a project with the right tasks, teams, work, and costs, so that creating a new project that matches one of your service offerings is as simple as a couple of clicks.
  • Set different service types at the individual task level, so that timesheets are automatically correctly classified by the type of service performed. Since this is retained when a project is created from a template, you can set it once and re-use it forever. When invoices are generated based on service-type the costs will roll up correctly.
  • We have added a new (optional) timesheet property called ‘Invoice Work’. This property allows you (permissions permitting) to modify the work that will be invoiced for if it differs from the work submitted by the assignee.
  • When adding timesheets to an invoice, you can now filter to only show ‘Approved’ timesheets. A quick-link will take you to the timesheets app to approve any timesheets you require.
  • Now the QuickBooks Online (QBO) invoice ID is exposed and searchable from within OneDesk.

Simplified Navigation for Archived / Deleted / Not Shared Projects

Projects that are archived or scheduled for deletion can now be more easily located from the ‘Project Selector’ menu in the top left. Now when navigating through these projects, you can switch between:

  • Followed Projects -> shows the active projects that you are following.
  • Archived -> shows the projects you have archived or the archival projects that contain individual archived items.
  • Scheduled for Deletion -> shows the projects and individual items that are scheduled for deletion. 
  • Not shared with me -> shows the discoverable projects that are not shared with you.

“Reply above this line” is editable/translatable

By popular demand, admins can modify the delimiter that is included in emails to indicate where responders should type their replies. This will allow this line to be changed, translated into a different language, or reduced to the mandatory delimiting symbols.

Modify the delimiter from Administration >> Emails >> Appearance.

Performance improvements for inactive tab

We also reduced the time required when re-awakening OneDesk within an inactive browser tab. If you have OneDesk open in the background in a chrome tab, chrome will aggressively unload it from memory. When you re-activate the tab, OneDesk syncs any updates required, and this can often take a few seconds. With this release we have optimized this allowing OneDesk to wake up faster.

In this release we added additional KPIs and navigational links on the customer organization detail panel. Now you can easily navigate to filtered views of items related to that Customer Org for :

  • Customers (Contacts)
  • Invoices
  • Tickets
  • Tasks
  • Projects
  • Timesheet

Other Enhancements

  • Simplifying the time picker.
  • Placing ungrouped at the end of the grouping list.
  • New filters for ‘has linked items’ and ‘has subtasks’.
  • Automation options to automatically unarchive items if they receive new conversations.
  • New column in Timesheets for “item planned work”.
  • Double-click to open category details.
  • Published status indicator on KB articles is inherited from parent categories.
  • Over 300 other bug fixes and enhancements.

Learn more

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