Hi there. Thanks for joining me today for this OneDesk demo, where I will provide you with an overview of this sophisticated software and guide you through its capabilities. I hope you enjoy. All you need to sign up with OneDesk is an email address and you will get access to a 14-day full-feature trial that can be extended if necessary.
Inside of the portfolios we have projects. Projects act as containers for tickets and tasks, and you can see the number of each reflected in the columns. Finally, we have items. The most common item types are the tickets and tasks. The ticket is good for logging quick solutions achieved with simple replies while tasks are for planning a more in-depth solution that requires more time and resources to resolve. Now if you would like to see a tickets or an items in more detail, you can do that in one of two ways. You can double-click on the ID number, which will open up the detail panel in a new tab at the top. However, if you don’t want to navigate away from this page, just make sure to have the item selected and then click tools and dock detail panel on right. Both display the same information, just differently. And in this view, you are able to browse through the items on the screen. So, how do you get tickets into your OneDesk? The Helpdesk flow begins when a ticket is submitted to your company. There are 5 ways to get tickets. First is by email. Let’s navigate to our administrative section and click on tickets. You can have your support e-mail auto-forward to this address which will then capture the information in the email into the details of your new ticket. The second way to get a ticket into OneDesk is to create one internally. Click on Add and select the ticket type. The third way to get a ticket into OneDesk is through the Import tool. You can import the details of your tickets through the import tool by clicking on Tools, Import. The fourth is from a customer submitting a webform. Let’s hop back to our customer applications, the one we opened earlier, and click on the webform tab to view the webform. You can customize it and add different fields as you wish. However, unless you customize it to go into a specific folder, it will automatically sort into Outside of Projects at the top. The fifth way to get a ticket into OneDesk through chat. In the customer app, when a customer starts a conversation, it is sent in to you as a message. Now if we navigate to our messenger application, we will see the conversation we started earlier. If we click on the three dots in the top right corner, we can create a ticket from this conversation. Now let’s give this ticket a name. We’ll call it Problem X. Select the project that the ticket will be in and then we will assign it to a OneDesk user.
Now in the ticket detail panel we can do a few different things: We can change the Lifecycle status a click of a button. Now these statuses are configurable. We can also change percentage of completion, which changes the ticket automatically to in-progress. In the ticket detail panel’s side-menu here, we’ve got a few tabs that we’ll go through. The first is the conversations tab, which is where you will find the internal and external conversations regarding this item. Now you can see here we’ve got a bot response. This can be modified or turned off in your admin settings, which I’ll show later on. Let’s reply to our customer from here. Once you’ve replied you’ll see that a countdown has started. If the customer doesn’t see your reply within 1-min, it will go out to them by email and an email icon will appear here. This way you never lose touch with your customers. Now, if you need some assistance resolving this ticket, you can also create internal conversations with your users. Click on Create New Conversation, then on the internal messages tab. Here we can ask our colleagues for help and add them into this conversation. We can click on the Add button and select individual names or even add a whole team. Please note that these conversations are internal only and your customers will not be able to see them. The next tab is the timesheets tab. This is where you can log time worked on this ticket, be it through timesheets or timers. You can decide what information is submitted when your employees submit a timesheet. Next we’ve got the activities tab. This shows you a history of actions taken on this item, such as when it was created, when an assignee was added, and so on. It also identifies any automations that changed the item. You can always track what’s happened and what or who made the change. Finally, we’ve got the subtasks and links tab. Subtasks are used to identify short or simple work that is linked to a main item. This is for work that you do to help to complete this ticket. Linked items is where you can link two different items and decide what the relationship between them is.
Now, if your ticket is requiring more time to resolve and you need to do additional planning to achieve a resolution, then you can change the item from a ticket into a task. To do this, simply click on the icon and select task. You can see that our item has moved to the tasks application. We can add agile points, we can plan the progression of this task, we can log timesheets and timers and all the conversations remain attached. OneDesk allows you to visualize your workflow in different ways. There’s the Gantt view. You can click and drag ends to change dates, link the end of a task to the start of another to create dependencies, set start dates and more. The blue bar for the project gets darker as more tasks are scheduled at the same time. Next we’ve got the status board view, which shows you which items are open, in progress, need your attention and so on. You can adjust these columns yourself. Next we’ve got the calendar view. This is similar to the Gantt view in that you can drag items around. Blue shows planned time, and green is actual time that has been logged in. Finally we’ve got the dashboard view. The dashboard allows you to visualize the content of your work in graphs and charts. You can also extract your data. At any time, whatever view you are in, you can always filter by project with the Project Level Selector or refine your view by applying filters here. If you would like to have this view on hand going forward, you can save this as a custom view and just access it by clicking on it next time.
Now let’s take a look at the applications on the bottom left navigation. At the top, we have the messenger. This shows you external conversations from customers and internal conversations as well. You can also view archives of your conversations. Next is Timesheets application. For your employees, tracking time can be done by using Timesheets. The timesheets application keeps track of all logged hours. In the Work Log View, the items are organized by the date of submission, with the latest at the top. Next is the customers application. Customers will be automatically captured from emails and the Customer Portal. They can always be added internally or uploaded from your contacts in Google, Microsoft or Yahoo. Next is the users application. Now users can be in multiple teams at 1 time. So, when you share a project with a team, all of its users will have access to it. Next is our activities application. The Activities app acts like a history of actions done with OneDesk. This way, if you ever have any questions about how an item got to be a certain way, you can see the steps that were taken, and by whom, to get it to that state.
At the bottom we’ve got our administrative section. In Company Preferences, you can change your name, the logo, the Bot name and avatar. You can define a work schedule for the week and change some language settings. Next is the email Settings, which has some tabs at the top that I’ll go through. First is the messaging center, which shows automated replies to creation of items, closing of tasks, forgotten password requests and the like. OneDesk has created certain automations already, which you can modify and change. The next two tabs are the outgoing and incoming tabs. These tabs show emails sent and delivered or failed for the past 72 hours.The last tab here is the Appearance tab. This is where you can edit look or feel of emails to fit your organization’s branding. You can add an email signature or header here as well.
The next application is the Integrations app. OneDesk includes custom integration with some of your favorite applications. If you already use an existing system with your company, you can integrate it with OneDesk directly. Or, if you don’t see what you use from in the list, you can always look to see if our 3rd party Zapier has an integration ready for you. Zapier provides a way to automate workflow between different web applications and they have hundreds of applications you can choose from. We also support Single-Sign-On. You can enable it for users as well as Customers through SAML2.0 and Open ID Connect. In the applications tab, you can enable and disable applications for all users. This helps to de-clutter your workspace. So let’s say you don’t need tickets, you can click it away or bring it back if needed.
In the tickets application, you can do a few different things. You can modify up to 10 different items. Each has its own creation e-mail. You can change the icon, as well as the ticket name. If you click on Manage Statuses, you can adjust the lifecycle customization here. You can add custom fields and select what properties you see on the tickets detail panel, or select what properties are on the internal ticket creation form. For every ticket type that you have enabled, you can create a unique internal creation form. Here we’ve got workflow automations, which are a powerful tool to minimize manual and repetitive tasks.
If your company has SLAs you can modify them here or disable if you don’t use them.
Under the Mobile-Friendly App section, you can decide what your users are able to view on their mobile-friendly application.
In the Tasks application, you can see that it’s very similar to tickets. You can enable and disable different item types and manage their unique statuses. You can make certain features required on internal creation of items and manage workflow automations as well for tasks.
In the Timesheets applications, you can create custom fields to be submitted on timesheets and enable/disable properties of the detail panel. In the Users application, you can manage the type of users that you have. You can decide if they are full, part-time, contractor workers, and so on.
In the Projects and Portfolios section, it’s very similar to the tickets and tasks. You can enable different types of projects and portfolios. You can also configure unique lifecycle statuses for all your project types.
The next application is our Customers app. Same as users, but applies only your customers.
Next is our Customer Apps. This is where you can enable and disable the applications that appear on the widget. For example, if you don’t want the Customer Portal, you can just click it away and your customers won’t see it on the widget. Under the website widget tab, you can decide if the widget is big or small and you can generate the code that allows you to place it directly onto your webpage. In the Appearance section, you can customize the appearance of your customer applications. You can select a unique logo or use your existing one and configure the colors of your customer apps. Under the Categories tab, you can create and organize categories and parent categories for your knowledgebase. As you’re making changes to the customer applications, you can click the preview button above these pages here. This allows you to preview the changes that you’ve made.
Next is the Messenger application. This is where you can modify the bot replies and customize the greetings.
Next is the Portal. You can decide if the customer needs to be logged in or not and select what features and properties of the items you would like to display to your customers.
In Webforms, you can decide what types of items that you want your customers to submit to you. You can create a unique webform for every type of item that you have enabled. You can specify if certain fields are required or create custom fields yourself if needed. Finally in the Knowledgebase section, you can configure your articles on the customer applications and the way that the knowledgebase looks.
Now, when you are ready to go pro, you can select your plan in the subscription application. The plans change based on the number of users that will be logged in. You’ll have to find out how many of your employees will be using OneDesk. For anything over 100 users, you can always message or email us for a quote. Now, unlike our competitors, every single plan we offer gives you ALL the OneDesk features, as well as unlimited customers and projects. We will NOT charge you for any features, you get them all, and there are no hidden costs.
That concludes the OneDesk demo for today. Thank you for your time and if you have any further questions, please reach out to our support team.