In OneDesk you can trace your workflow automations through the activities application. This lets you see just what your automations are doing on a day-to-day basis, and helps you troubleshoot any issues that may arise.

The widget provides a simple, one-off integration with your website. Once integrated, you can configure the widget from your OneDesk without any additional updates to your website. The widget gives customers access to several customer applications, displayed as tabs within the widget.

Tickets can be auto-forwarded from your support email to a OneDesk ticket creation email. When this happens, a ticket is captured in OneDesk containing the subject of the email, the email’s body, and any attachments in the email. Additionally, if the requester’s email address being captured does not yet exist as a customer record in OneDesk, they will be automatically added into the database.

Aside from the default layouts, custom views allow you to display your data in unique, dynamic ways. Custom views are available in all the main OneDesk sections: tickets, tasks, projects, timesheets, customers, users, and analytics. You can easily view what you want in the way you want. You are also able to share your favourite views with others on your team. To start creating custom views, click the My Views icon. Views consists of the following options: Layouts, Filters, and Groupings.

OneDesk includes automated email templates to assist you in communicating with your users and customers. These email templates are completely customizable – you can edit the existing templates as you see fit, or create entirely new templates to suit your needs. Automations can then be applied to utilize your templates, allowing for a streamlined communication process for your organization.

The second October 2021 release of OneDesk went live on October 30th 2021 and included the following new features and enhancements.

There are many help desk software solutions available on the market today. Most of these applications provide the basic help desk functionalities but lack the robust tools and flexibility to adapt to the specific needs and workflows of different IT teams. In other cases, help desk apps charge expensive prices for access to the high level features.

In OneDesk, tickets and tasks possess workflow automations that allow for items to be created in reaction to a range of conditions which the original item-type meets. These created items can be designated as subtasks within the original item, or they may be their own standalone item.