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Sign InFeatures Application
OneDesk has a customizable features application. This allows you to create more item types other than tickets and tasks. The features application can function similarly and independently to the tickets and tasks application.
The features application is best suited for when you need additional item types, automations, and settings which exist outside your tickets and tasks. The features application can also be renamed in its entirety and have all its item types renamed as well, so it is highly customizable to your needs and does not need to only represent features.
One example of how organizations utilize the features application alongside their tickets and tasks applications is to use the features application as an asset management solution. The item types are renamed to represent the assets to track, and these assets are now dedicated entirely to their own application instead of being within tickets or tasks.
Enabling the Features Application
To enable the features application, go to more applications -> administration -> user apps. From here you can edit the names of existing applications such as your tickets and tasks by selecting the desired application to rename from the “User Application” column. You can also disable applications you do not use from this menu - they will be removed from your sight.
Select the “Show Hidden Applications” toggle in the top-right of this screen to show user applications which are not currently in use. From this list, choose to enable features, and there is now a features application on the left side of your screen and in the user apps settings.
Editing the Features Application - Example Automation
The items contained in the features application are edited in the same way you edit tickets and tasks. Select “Features” under the user apps settings and you can enable up to 10 unique feature types, add in or remove properties in the detail panel, create automations and SLAs for features, and more.
As an example, let’s create an automation which will only affect items contained in the features application. Scroll down to “Workflow Automations” and choose to create a new automation.
We will create an automation that runs on any features, such that when the feature is created, a message is sent to a user on our team. From “Runs on”, select “any features types”, and make the trigger to be when the item is created. Our action, then, will be to send an email template to a chosen user:
Select save and this automation is active and will only run on features items. Features can be edited separately from your tickets and tasks in this way.