FAQ

To see your saved replies, or to create new ones, go to More Applications > Knowledge Center > Saved Replies. Here you can: Create a new reply Search your previously saved replies by name or ID numbe

It is possible to filter the number of billable hours by user by creating a custom view in the Timesheets application. Go to More Applications > Timesheets > My Views and click the icon to Add/Edit V

To add a User, you can click "Add" in the top menu and create a new User. You are able to add multiple Users at the same time. From this window you can give them Administrator or Non-Administrator pe

To create a template for items for your users, you can navigate to More Applications > Administration > Forms. Here you can create or edit the form used to create items via the top 'Add' menu. Edit t

In order to edit an existing saved reply, navigate to More Applications > Knowledge Center > Saved Replies tab and click on the action icon (three dots) next to the reply you wish to edit. To find th

In order to view tickets and tasks together in one app, navigate to More Applications > Administration > User Apps. First toggle on "Show Hidden Applications" at the top right, and then toggle on "It

To add forms from OneDesk onto your website, you have a few different options. 1. Link to a form from your website. To find the URL for webforms, go to Administration → Customer Apps → Customer Apps

A 'HIPAA enabled account' is available as an add-on for OneDesk Enterprise plans. This includes the signed Business Associate Agreement (BAA). OneDesk offers advanced security and robust configuratio

There are two ways to close your tabs in OneDesk: Move your cursor over the tabs and right click. A menu will open which allows you to select which tab(s) to close. Or, click the 'close all tabs' opt

You do not need to request a quote from the OneDesk team. You can start a free 14 day trial by visiting our sign-up page. When you are ready to subscribe to OneDesk, you can navigate to More Applicat

HIPAA-enabled accounts are available as an add on in Enterprise level plans. A HIPAA-enabled account includes the signed BAA and comes to $30 USD per user a month, when billed annually. To request a

When you send a message to OneDesk, you may receive a message from our AI bot when we are offline. When OneDesk is online, you will receive messages from a real human agent first. During our offline

It is possible to set 'Internal Message' as the default for conversations on items and on projects. Navigate to More Applications > Administration > Company Prefs. and scroll down to see General Item

To indicate whether your team is online or offline, open your messenger app on the far left sidebar. Then, click the "Online/Offline" button below "Live Support." This will inform your customers whet

First, you will want to modify any permissions, visibility, and appearance settings of your portal based on your preferences. You can do so from Administration > Tickets Portal. To learn more about p

There are a few ways that customers can be created inside of OneDesk. The first is when a new customer sends an email to your connected support email. The sender will become the requester of the tick

The API is rate limited for trial accounts. This is so that you can evaluate if the API works for your needs. Enterprise accounts have a rate limit that is 30x higher. If as an Enterprise member you

There are a variety of requests you can submit to OneDesk such as for a feature or quote. Document Signature Request Form: Fill out this form if you require OneDesk to sign or complete a document. Fo

If you need to prevent tickets being made by certain emails, domains, or with specific text, you can do so in your email settings. Go to More Applications > Administration > Emails > Settings tab. Sc

As you begin to learn about OneDesk, you are welcome to book an introductory demo here. If you need more in-depth, hands-on support or would like someone to set up your account for you, take a look a

You can brand any of the customer-facing tools included with OneDesk including, the portal, knowledgebase, web widget, live chat messenger, and webforms. To change the colors, logo and greetings for

Users are agents that work within your main OneDesk web application. They can be assigned to tickets and tasks. You can set users to be administrators with full access, or non-administrators with lim

Users can create internal messages on tickets, tasks, or projects within OneDesk. To do this, open up a ticket, task, or project, and navigate to the conversations tab on the right. Click "Create new

OneDesk's AI bot, Odie, uses the OneDesk Knowledgebase to answer incoming questions. This means it gets smarter as more content is created and added to the Knowledgebase. It is able to assist you wit

Yes, you can add an attachment to your knowledgebase articles. Open your knowledgebase article by going to More Applications > Knowledge Center on the left sidebar. Double click to open the kb articl

It is possible to recover deleted tickets within 7 days of deletion. Go to the Tickets App > Project scope selector > Click the display projects icon at the top right (typically the blue "Followed pr

OneDesk is combined software for help desk, project management, and professional services automation. It offers many features to manage tickets, tasks, projects, time tracking, and customer billing.

We have a number of resources available to learn more about using OneDesk. If you are just getting started, follow our onboarding guide to learn the basics. Read our knowledgebase for how-to guides a

If you need to contact our support team, send an email to support@onedesk.com. For sales and pricing questions, contact us via hello@ondesk.com.

If you would like to book a call with a live agent, feel free to book a convenient time here. You can book an introductory or onboarding demo where a member of our team will guide you through how to