In OneDesk you will find yourself frequently discussing tickets and tasks. Sometimes this conversation will be on the actual item, but often you will want to refer to a different one. For these cases OneDesk has a great feature which allows you to quickly create a link when inside a conversation.
The December 2019 release of OneDesk added the ability to use the @ symbol in conversations in OneDesk. Most of you will be familiar with this type of method to message people from other apps. This article will cover some of the details of how it works in OneDesk.
The December release of OneDesk is a big one with a list of significant improvements and new features. It went live on December 10th 2019.
Across the worlds of CRM, project management, and support work, there are a multitude of different tools and software that can be used. In some cases where departments are large enough to support integrating their tools with other team’s tools, it’s not a concern using so many different tools to get work done. However, there are many companies that require close communication between teams that are hindered by their usage of separate, disparate tools.
When setting up meetings, pitches, training, and events, the ideal manager makes a special effort to deliver an immersive experience by evaluating, tracking, and evaluating the audience’s level of engagement to achieve the best outcome of the event possible. After all, a high level of user engagement is perhaps the most subjective measure of a successful event. Certain companies are specialized in developing event technology geared towards refining the conventions of audience engagement.
If your job is to manage an end-user or customer support organization, one thing you really need a handle on is the flow of support emails into, and out of, your department. You need to be sure that you are capturing all incoming tickets, as well as all responses on those tickets. You also need to be able to audit all outgoing email sent by your team and the messages on conversations they are having with customers.
In this day and age, all aspects of life are progressively going online. This extends to even behemoths of organizations such as governments. Historically, governments have often lagged behind in keeping up with the most current technological landscape, opting instead to focus on running their jurisdictions and disciplines.
It’s not uncommon for growing businesses to build out their own support teams. No matter what industry, if there is a website that customers and users interact with, that technology will need someone to maintain and update it. For businesses with multiple locations, it can be even more critical for their websites to remain up-to-date as that can be the main unifying entry point for customers in any location.
If you have been on the lookout for a helpdesk solution to help you track incoming support emails, you have probably already come across several options. This post discusses the types of solutions available in the market, without getting deep into individual features. Hopefully this will provide a decision framework that will help you determine the type of solutions you need, so that afterwards you can go on and evaluate only those that fall into the category you need.
A service level agreement (SLA) is a contractual obligation between a service provider and one of their clients. An SLA can include details around quality, availability, and general responsibilities for when things go wrong with the services provided. For both clients and service providers, SLAs are crucial for both parties to have common ground and language for expectations.
