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OneDesk can be configured for organizations which service internal end-users. There are some settings to change and best practices to adhere to for this workflow to be as seamless as possible.

Configuring OneDesk for internal end-users

An example of servicing internal end-users include an IT team working on tickets submitted by other departments in their own company. 

Make the following changes inside OneDesk if you are serving internal end-users rather than external customers.

Internal setup step 1: Views and organization 

1.1 Default view setup - By Portfolio

Portfolios hold your projects, and represent the main structure of how you want to organize your projects. They can be named after different departments, teams, or some other categorization which is useful to you. 

Since your end-users are all from the same company, turn off the “By Customer” default view. Hover over the “Views” section and select the cog wheel to edit the default views you see. Uncheck “By Customer”.

1.2 Project setup

Once you have created portfolios to represent the departments and teams, create projects to place inside these portfolios. Similarly to how portfolios act as containers for your projects, projects act as containers for your tickets and tasks. You can create projects with the same “Add” button you used for portfolios.

To avoid filling projects with too many items over time, break them down in a cohesive manner, such as by quarter or by year. An example of a setup is shown below:

You can also create folders inside projects with the “Add” button. Create folders to further organize your tickets and tasks. After configuring projects, you are all set to work on tickets and tasks. 

See: Structuring / Organizing Work

Internal setup step 2: Automations and routing

Workflow automations are a powerful tool in OneDesk. When used correctly, automations can greatly reduce the amount of time you spend doing repetitive tasks like assigning items to your users and making sure items are placed in the correct project. 

Access automations by selecting More Applications > Administration > Automation Center. 

OneDesk maintains a list of useful automations which you can access here.

2.1 Automations to Disable

If you selected ' Internal' when creating your OneDesk account these automations should be already disabled. If not, go to the Automation Center and disable the following automations:

• Creating any ticket -> add to “Sample SLA” 
• As an internally-servicing organization, SLAs are likely not needed. If they are, create your own from the “SLAs” section and add them to this automation instead of the sample.
• Changing status to “finished” on any ticket -> send Customer Satisfaction Survey 
• As your customers are colleagues in the same organization, you probably don’t need to have a satisfaction survey be sent.

In the section for tasks, disable the following automation:

• Updating status on any task -> create a customer reply
• Since tasks in internal organizations should be for independent duties, there is no need to inform users when their status is changed, as users will do it manually.

Internal setup step 3: Customer Apps

As an internal group working on items for other users in the same organization, your customer apps will be where colleagues go to submit tickets and to check the status of the items you are working on for them.

Internal service organizations will embed the customer apps widget onto the homepage of their support center or intranet. Alternatively you can just supply your end-users with direct links.

More information:

• Customer Apps
• Deploying Your Customer Apps

After following these steps, your internal-facing support organization has hit the ground running with OneDesk.