The OneDesk April 2022 update went live on April 22nd, 2022 and brings many new features, including a total revamp of the Mobile Friendly OneDesk (MFOD), macros on timesheets, and more.
New Features
Macros on Timesheets
Many timesheets in OneDesk can be modified at once through the use of macros. Select the timesheets you wish to modify in your Timesheets application and choose “Modify Items” from the Actions Menu (three dots in the “Actions” column) to create and apply macros.
Macros change information on the timesheet detail panel. Common use-cases include approving many timesheets at once, or setting the billable status of many timesheets at the same time. Macros can additionally run on custom fields you set up.
Validate Tickets when the Status is Updated
Tickets can now be set up to confirm that certain fields are filled out before their lifecycle status is changed.
In More Applications -> Administration -> Tickets -> Manage Status, set the list of fields that should be completed when a user changes to that status. OneDesk then will prompt the user if any of your selected fields are empty whenever they set that status. Note that automations and other workflow processes that may set status are not affected by this.
More Date Range Options in Filters
When filtering by date in your views, reports, or creating automations, you can set date ranges. The April release of OneDesk expands the date range options to choose from when editing any of these date ranges.
The New and Improved Mobile Friendly OneDesk (MFOD – Beta)
The MFOD is the version of OneDesk you load into when accessing OneDesk from a smaller screen, such as a mobile phone or tablet. In OneDesk’s April 2022 update, the MFOD has received an overhaul and includes an improved interface, more applications to use, and other customization options.
The MFOD is intended for users who want a lightweight experience using OneDesk when updating their items, responding to messages, and submitting their timesheets. Advanced management capabilities, analytics tools, and view options such as Gantt charts will remain in the normal desktop web application (for now).
What Features are Already in the New MFOD (Beta)
The logic of the new MFOD follows closely to that of the main app – choose which application you want to work in and edit details about your tickets and tasks.
For Users:
- Users will see icons for their Tickets App, Tasks App, Features App (if enabled), Forms, and Knowledgebase
- Inside apps they will be able to view, edit, and create items. Some standard views are available to them too
- Users will have access to the same tickets, tasks, and permissions as they would in the main app
For Customers:
- Customers will see icons for each new Customer App you have enabled, including Tickets Portal, Tasks Portal, Knowledgebase, and Chat
- They will be able to view, edit, and create in each app based on your configuration settings
- They will have access to tickets, tasks, and KB articles based on your configuration and sharing options
- Widgets already embedded on your website will remain unchanged, but we recommend you check out the beta of the new widget and put it up if you like it.
There are more features on the way for the new MFOD, such as the project and timesheet detail panels, as well as more controls over your views and filters. Keep an eye out for future releases of OneDesk to see what new features are added to the MFOD over time.
Other New Features
- Added support for Chinese and Croatian languages
- Added the ability to import Agile points
- Added the ability to copy attachments for triggering items, when using automations to create an item or project.
- Added the ability to filter by Actual Work on projects
- Added the ability to insert Requester Name in saved replies
- Added a new option for email templates: Send to team
- OneDesk now captures and exposes the date a Project was archived
- Added the ability to generate a combined report that includes all items (tickets and tasks) in one report
- Added the “incoming queue” column to default ticket view
- Added a new column for “Follower”
- Added a new grouping option for Reports: Group by ‘Requester Organization’