This video explains “items” in OneDesk, as well as how to create and manage them.

Items are the tickets task, and other types of things that you manage in OneDesk. Here you can see on the tasks application, and my items are my tasks. In the tickets application, my items are my tickets. They can be grouped into projects as you see here, and I can create a new one by clicking add, and selecting the type I’d like to create. So if I’d like to create a new ticket, I give it a name, and create it. It appears in my list.

You can have up to 30 different types of items in your OneDesk account. Here’s how you can configure those. Click administration, and select the type of application you’d like to add. For example, in my tickets application I have one type, just the generic ticket. If I’d like to add some more, I show hidden types, I can turn on some other types of tickets. For each of those, I can give it a name, I can change it’s icon, and importantly I can manage the statuses of it. I can modify the colors, modify the various different statuses that’ll go through and choose a default.

Now, when I click add you’ll see that there’s some additional types I can create here. It’s worth noting that each of these types that you’ve turned on has a dedicated email address for it. So, that you can receive these items of these types directly by email.