OD-KB

Occasionally you may fail to receive an email from OneDesk when you expect one. In this circumstance, there are several possible reasons why the email could not be delivered or received - some more c

Sometimes when using OneDesk you may expect to have a project visible but you cannot find it. There are several reasons this may occur. Let’s look over reasons why you might not see certain projects

This article covers some common issues customers experience when using or setting up SSO with OpenID or SAML. For complete steps of setting up SSO with OpenID see the following articles: Setting up S

If you’re unable to locate an item (ticket or task) in OneDesk, it might be for one of many reasons: You are looking at a filtered view You are in the wrong application The item is an archived projec

User applications in OneDesk are the various icons you see on your far left side panel, e.g. the Tickets App, Timesheets App, etc.). If don't see a particular app, it may be because it is hidden due

If you cannot perform a certain action, it is likely due to a permission level. This article will guide you through some common reasons and solutions. Follow this article if the following applies to

Can’t see a property on the detail panel Follow this article if the following applies to your situation: You cannot see a property on the detail panel of your tickets, task, projects, etc. This inclu

When a ticket/task is deleted, it is moved into the ‘Deleted Items’ project and becomes scheduled for deletion in 7 days. After 7 days have elapsed, the ticket is permanently removed from OneDesk. An

In OneDesk, tickets, tasks, projects, and articles can be archived to remove them from your view. These items are still accessible in case they are needed in the future. When you archive a project, a

Outgoing email is off Be sure outgoing emails are enabled in your OneDesk account. Go to Administration >> Emails >> Settings tab. Scroll down to Email Filters. Ensure Outgoing Email is ON. If your o

This article is intended to guide you through testing your incoming and outgoing channels, particularly if you have received a warning that your email may not be connecting anymore. This warning occu