The OneDesk April 2022 update went live on April 22nd, 2022 and brings many new features, including a total revamp of the Mobile Friendly OneDesk (MFOD), macros on timesheets, and more.

KPIs or Key Performance Indicators, are measurements that determine how well your organization is meeting its goals and objectives. KPIs are crucial to making data-driven decisions for your business. KPI dashboards provide a single screen of useful charts and graphs to easily measure your progress and performance. As such, when determining what KPI charts to use, consider your industry focus, project planning methodology, and business goals.

Whether the end-users you serve are from within your company, or whether they are external clients, OneDesk will work for you. However, you will need to configure OneDesk in slightly different ways to achieve the best workflow. This article will tell you what quick settings to make to fine-tune your setup for serving internal vs. external end-users.

The analytics dashboard in OneDesk can be used to quickly view performance indicators and relevant charts for your organization. This dashboard can be configured to easily show the charts and date ranges which are most relevant to you and your business.

The OneDesk Customer Portal provides an easily accessible space for your customers to submit tickets and view the status of their items which your team is working on. To get started with the Customer Portal, customers must first be created in OneDesk and invited to register on the portal.

Custom fields in OneDesk are a powerful tool to include as much information on an item as you need. There is now a dedicated custom field editor, as well as conditional custom fields which will only appear when certain choices are chosen from existing fields.

You can create several timesheets at the same time in OneDesk, as well as apply automations to streamline common processes you encounter while you handle your timesheets. Learn how to create multiple timesheets and apply automations to them below.

Views in OneDesk allow you to group and organize your data based on your specified criteria and within a variety of layouts and better overall plan and prioritize your work. For example, see a hierarchical view of unassigned tickets, assign tasks to users on a Kanban board, group projects by customer and much more. OneDesk’s robust customization options allow for a huge variety of possibilities to fit your company’s needs. Keep reading to learn more about managing views in OneDesk.

This update to OneDesk was released on February 18, 2022, and added several new features and enhancements.

If your company manages multiple services, brands, or a variety of departments each with different workflows, branding or websites, it is important to be sure your clients are receiving properly tailored support. On the other hand, you’ll want your agents to have centralized communication and a streamlined workflow to manage tickets and tasks, even across brands. Luckily, OneDesk’s robust customization options allow companies of all kinds to to set up their apps to best fit their needs.