Jun 5, 2023
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By Erin Richardson
A customer service knowledgebase is a hub of information for your customers. It is considered an essential self-service option for companies of any size or industry. A knowledgebase (KB) will include answers to common questions about your products or services. It might also include detailed guides on how to solve issues or perform actions. A KB can be a helpful tool from the agent perspective as well. For instance, agents can consult articles to provide accurate answers.
May 24, 2023
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By Erin Richardson
With the advancement of technology and the increasing expectations of modern consumers, self-service options have emerged as a crucial component of effective customer support strategies. It has become important to encourage self-service for companies of any size or industry. Self-service refers to the customer support process that helps enable customers to get help on their own without contacting a support agent.
May 17, 2023
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By Erin Richardson
This release includes a ton of brand new features to help agents reply to customers more efficiently.
May 5, 2023
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By Erin Richardson
Optimizing your help desk and processes is key to maximizing the satisfaction of customers. Help desk management should be a complementary process between your help desk software and your team. On one hand, your help desk should provide you with the optimal features to improve your processes. On the other hand, you should define your workflows and ensure best practices are followed. With that said, here are 10 best practices for managing your help desk and improving your support.
Apr 25, 2023
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By Erin Richardson
Creative project managers need to oversee multiple projects simultaneously. Juggling tight deadlines while keeping the creativity flowing is no easy task. A design project management software can help managers and teams manage requests, plan projects, and meet deadlines. Streamlining the project management side of things allows design teams to focus on creativity and client relationships.
Mar 30, 2023
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By Erin Richardson
A common question we receive is how to structure and organize your work in OneDesk. OneDesk allows for tremendous versatility in how you work, and every business will have their own workflows. The first step in determining how to organize your work is to get an understanding of the structure of OneDesk. We want to help you make the most of your options and organize your work logically. In this article I’ll go over some best practices and common configurations.
Mar 10, 2023
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By Erin Richardson
An invoice for hourly work is a payment request based on the number of hours an organization spends working for their client. Invoicing for hours worked is common in various industries, such as consultants, designers, developers, and freelancers of all kinds. The process for billing involves accurately tracking hours and tasks done for the client. When it is time to bill, typically monthly, the work is compiled, calculated, and entered onto the invoice document.
Mar 3, 2023
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By Erin Richardson
One of the great aspects of OneDesk is the level of customization it supports. With OneDesk, you can configure unique statuses, forms, workflows, and much more. Regardless of what industry you work in, OneDesk can be configured in a variety of ways to fit your needs. In today’s blog I’m going to talk about one useful feature you can use to configure your account.
Feb 17, 2023
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By Erin Richardson
Gathering your team’s timesheets, compiling spreadsheets, and calculating the time for each client is a method that can take hours or even the whole day. A tool that combines time tracking and invoicing allows you to simplify the process.
Feb 12, 2023
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By Erin Richardson
The newest release of OneDesk is live! This month we have some great and highly anticipated features and enhancements.
Mar 7, 2023
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By OneDesk
Invoice your client organizations based on the billable time logged to work -- directly from your OneDesk. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Dec 19, 2022
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By OneDesk
Overview of email settings including email queues, outgoing channels, filters, and more OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Dec 15, 2022
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By OneDesk
Learn about the email flow in OneDesk and how to start capturing tickets from email. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Nov 16, 2022
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By OneDesk
Why share a project? What and how do customers see information? Learn how to add a customer to a ticket or task and share projects with a customer. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Nov 11, 2022
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By OneDesk
Learn about creating and managing customers, how to organize customers into organizations, and how configure the customer detail panel. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Oct 5, 2022
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By OneDesk
Learn how to set working hours, manage workload and resources in OneDesk. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Sep 29, 2022
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By OneDesk
Learn how to create and configure multiple internal forms to create new tickets or tasks. Each form can have defaults values enabling you to configure templates for quick creation. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Aug 9, 2022
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By OneDesk
A webinar explaining the different automations in OneDesk. Differences between automated messages, email templates, and automated workflows. Explains some of the default automations, how to edit and create new automations. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Aug 5, 2022
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By OneDesk
Log tickets & tasks, update progress, reply to customers, and collaborate with your team with the mobile OneDesk app. This video covers the basics of using the mobile app. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Jul 25, 2022
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By OneDesk
Work views help you visualize your information. Use custom views to filter, group, and display your tickets, tasks and other work items in a way that is best for you. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
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Helpdesk, Project and Task Management, Product Management, Ideas Management, Release Roadmaps, etc. are all included in OneDesk.
We handle interactions between team members and with customers through email, the customer portal and other channels. In a nutshell, we provide a solution to manage products and projects, release them, support them, and gather feedback from customers.
OneDesk for Project Management provides online team collaboration and project tracking:
- Plan your projects: Plan out the work, cost, assignments and schedule.
- Discussions & team collaboration: Discuss tasks & issues with your team and customers.
- Time Tracking: Capture hours worked using timesheets or work timers.
- Track tasks and issues together: Plan and track all work together in a consolidated view.
- Gantt Charts: Schedule your tasks and projects on a timeline.
- Reporting: Generate and export the reports you need.
The OneDesk Helpdesk allows you to easily connect with, and support your customers. With OneDesk you can capture, respond to, and manage support tickets, ideas, service-requests and other customer interactions:
- Help Desk: Built-in ticketing software helps you provide stellar customer service and support.
- Customer web portal: Engage with your customers on your website and let them report issues, suggest ideas, and get answers.
- Feedback management: Manage and analyse customer feedback to ensure nothing slips through the cracks.
- Email integration: Capture tickets and discussions by email. Get notified of new comments or status updates.