KB

OneDesk includes live chat support, allowing you to support your customers in real-time. The live chat messenger is customer-facing and can be added to your website via the web widget. Your customers

What is a knowledgebase? Essentially, the knowledgebase is a hub of helpful articles written by your team and placed in categories. Customers can browse these categories and search articles to find t

What are customer-facing applications? Customers in OneDesk are the people you are serving; they may be external clients or end-users. While your team or users use the main OneDesk interface, custome

OneDesk allows you to place a customer-facing widget onto your website. This gives your customers different ways to interact with you through various channels. You can give your customers access to t

OneDesk offers classic and mobile-friendly customer applications. In short, the difference between classic or mobile-friendly apps comes down to the general appearance and some functionality. For exa

The widget provides a simple, one-off integration with your website. Once integrated, you can configure the widget from your OneDesk without any additional updates to your website. The widget gives c

OneDesk’s customizable customer portal is a useful tool for customers to see the items which they may be interested in, and the progress that is being made on them. For basic information see: Custome

OneDesk includes multiple customer-facing apps that you can use to enable communication with your customers. The apps include the web widget, messenger, portal, knowledgebase and webforms. Each app p

There are two types of customer apps in OneDesk: Classic and MFA. Learn about the differences: Classic vs. MFA Apps. This article focuses on the MFA Ticket/Task Portals. What are the Ticket and Task

OneDesk’s customer apps provide a convenient way for your customer to interact with you by submitting tickets, asking questions, and more. The customer portal lets customers view the status of their

(Available for Enterprise level plans only) If your company manages multiple services, brands, or a variety of departments each with different workflows, branding or websites, it is important to be s

OneDesk provides a mobile-friendly experience for customers. Using a mobile web browser, customers can make use of any customer-facing applications: Messenger, Webforms, Knowledgebase, Tickets/Tasks

This article explains how to configure your account in order to disable the use of customer apps entirely. In this case, your customers can only engage with you through email. If you follow the steps

Changing the lifecycle of your tickets and tasks can either be done internally within OneDesk, or by your customers. Customers can change an item’s lifecycle status either manually or through the use

Customers refer generally to the individuals you perform work for. These people might be internal (end-users) to your company or external (clients), but they submit tickets, send you requests, and so

Your users and your customers can attach files to items in OneDesk for additional clarification, relevant documentation, and more. Understanding Storage Limits Many files can be attached to a single

Workflow automations are a tool in OneDesk which help streamline operations by automatically carrying out set actions on your items in response to a certain trigger being met. Workflow automations ca

Create a new Customer App To create additional apps go to Administration > Customer Apps. Click on Create Customer App. Name your new app and select the type of app you want to create. You can indivi