Updated Video


In OneDesk, you can get new tickets through a variety of channels. You could have created them up here by clicking ads ticket. You could have received them by email. You could have received them from live chat where customers could have submitted them by form or on the customer portal. Here’s the ticket that I got by email. Let me open the details and show it. The subject line was pulled from the email subject line. The content was pulled from the body text of the email, and any attachments were also captured here. We also captured that requester.

You can see down here in the conversation section that I have an auto reply that automatically thanks the customer for their new ticket. When I want to reply, I can click create new conversation and choose between a customer reply or an internal message. Internal messages are when you want to send messages to those people in your company that are following this ticket but don’t want to include the customer. When you do a customer reply, it also includes the customer. That’s what I’m going to do. Type a reply to the customer. Click create new conversation. As you can see, the reply has been posted in a new customer replies conversation. When the customer replies by email, this will automatically get threaded in here in this conversation. When I sent my message, the status automatically changed to pending customer, because I was the last to reply. And now I’m waiting for the customer to reply. When the customer replies, it’ll automatically flip to pending agent and so on back and forth between those two statuses until finally I close it. So that’s the basic ticketing flow in OneDesk, where an email comes in, you have a conversation back and forth. You can also have additional conversations with your team that do not include the customer. And finally you take it through its various life-cycle statuses and close it. There are lots of other things that are configurable in OneDesk, including plenty of email settings. You can find them under administration, email settings, and we have other videos that cover these subjects.