OneDesk - Get Started: Archiving Tickets & Tasks

OneDesk – Get Started: Archiving Tickets & Tasks

Transcript: You can archive tickets and tasks in OneDesk manually or automatically. If you already have a collection of work items that need to be archived, you can manually archive them by completing these steps. First, we need to create … Continue Reading

OneDesk - Getting Started: Auto-Triage Customer Requests

OneDesk – Getting Started: Auto-Triage Customer Requests

Transcript: OneDesk helps you to auto-triage incoming customer requests. You can create workflow automations that can take action once a customer request is received. To be able to create these automations, first, navigate to the Customers Application by clicking on … Continue Reading

OneDesk - Getting Started: Task Dependencies

OneDesk – Getting Started: Task Dependencies

Transcript: OneDesk lets you establish task dependencies with successor and predecessor links. The predecessor link determines that the task must be completed before its successor task can be started. You can create predecessor and successor relationships in one of two … Continue Reading

OneDesk - Getting Started: Linking Items

OneDesk – Getting Started: Linking Items

Transcript: OneDesk lets you create links between tickets and tasks. These links allow you to define the relationships between tickets and tasks. You can also create subtasks, which you can learn more about in our subtasks videos. To link two … Continue Reading

OneDesk - Getting Started: Teams

OneDesk – Getting Started: Teams

Transcript: OneDesk lets you organize your internal users into Teams. Using Teams allows you to do many useful things, such as sharing projects with one or more teams of users at once or communicating with a whole team by adding … Continue Reading

OneDesk - Getting Started: Customer Organizations

OneDesk – Getting Started: Customer Organizations

Transcript: In OneDesk, your customers are grouped into customer organizations. Customer Organizations represent the companies that your customers belong to. Customer organizations group together all of the customers from a given company, allowing you to interact with them as a … Continue Reading

OneDesk - Getting Started: Project Roles & Permissions

OneDesk – Getting Started: Project Roles & Permissions

Transcript: In OneDesk, you share data with users at the project-level, allowing you to control which users get access to what projects and what roles they will have inside that project. For example, one user could be project manager in … Continue Reading

OneDesk - Getting Started: Users & Customers

OneDesk – Getting Started: Users & Customers

Transcript: OneDesk allows you to better manage and communicate with your users and customers with many helpful features. A user is someone in your company who has access to the main OneDesk account such as agents, team members, managers and … Continue Reading

OneDesk - Getting Started: Analytics

OneDesk – Getting Started: Analytics

Transcript: OneDesk offers a dedicated Analytics app that allows you to monitor data about your OneDesk. You can view different charts and sub-charts that aggregate your data and allow you to visualize information about projects, tasks, tickets, customer satisfaction, and … Continue Reading

OneDesk - Getting Started: Customer Apps

OneDesk – Getting Started: Customer Apps

Transcript: OneDesk gives you several customer-facing applications that you can put on your website, giving your customers different ways to communicate with you. These applications are housed in a website widget, which can be customized to reflect your company’s branding … Continue Reading