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...

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...

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...

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...

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...

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...

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...

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'...

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...

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...

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...

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...

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...

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....

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 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...

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...

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...

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...

OneDesk allows you to create tickets and tasks. Both tickets and tasks can be created through the following channels: email, chat, import, manual add (internal form), webforms (customer form), or...

To turn a project into a template, open up a project's detail panel and select "Template." You can then use this template in the project creation form by selecting "from template." To learn more...

It is possible to create recurring tasks from the task creation form by changing the value within the "Repeat" drop down menu. Select the frequency in which the task will be repeated. Then, enter...

It may occur that a specific user or customer is not receiving emails. There may be a 'bounced address' on the specific recipient. If you have otherwise verified that your emails are going out and...

In OneDesk, Webforms are for customers to create requests through the customer portal. Forms refer to internal item creation forms for users. Webforms can be configured in Administration > Customer...

You can perform a global search from the top bar of OneDesk. You can search for tickets or tasks (items), conversations, project, users, and customers. Searches can be performed on IDs, names,...

You can connect multiple support emails. There is no maximum or hard limit to the number of email channels you can connect to OneDesk. However, we recommend connecting only dedicated support emails...

Yes you can change your connected support email. First, disconnect your current support email by going to Administration > Emails > Settings tab. Under the 'Incoming Email/Queues' section, remove...

It is possible to use OneDesk's custom fields to create project-level email signatures. This allows you to set distinct email signatures for conversations sent by email on tickets within different...

The OneDesk REST API allows for many options to push or pull information between your OneDesk account and another application. Some common uses cases for the API include creating or updating...

You can expand or collapse portfolios, projects, folders, or custom groupings. You can easily expand or collapse the grouping level of your current view. Click the action icon (three dots) in the...