For businesses of any size, consulting firms can help fill in gaps in the organization without having to build out a team or department themselves. The challenge for these firms is keeping track of all of their work across all of their clients. While it may be useful at times to have an overarching view of all work, the details can get lost easily. It is nearly always the case that certain clients will have requests that take precedence over others.

If you are an existing user of OneDesk you are no doubt aware of our powerful workflow automation engine. Well with the latest release it just got even more powerful! OneDesk has long had the ability to automatically take action on tickets and tasks whenever events occur in the system. Our easy-to-use rules engine lets you define what events, on what items trigger what actions. This has saved untold hours of labor for our customers.

With OneDesk you can help your customers to help themselves! Decrease your support costs by providing articles about your products or services, so that your customers can easily find answers to common questions.

In OneDesk you can create a timesheet for each time you work on a task or ticket. Here’s how to customize that timesheet form.

Businesses are always looking for the best ways to accommodate their customers’ needs. And in this fast-paced world, they should be able to satisfy customer demands as soon as possible. Fortunately, there’s technology to help you with that. In a joint study by Avanade and Sitecore, 52% of businesses use technology to help deliver better customer support operations. As the world gets increasingly digital, service providers should deliver support through these channels.

We have released an update to the report creation interface. This a big step forward for non-technical users to be able to generate and schedule the reports they need. While the underlying report generation technology has not changed, the interface has become a lot more user-friendly and intuitive.

At OneDesk we’ve been working on some big exciting new features, but at the same time we have been making updates to OneDesk with a few smaller, but very useful features. Here is a quick update on the latest improvements you may have missed.

For any business that provides a service, they are bound to be faced with support requests and inquiries. In these situations, having a helpdesk to track and manage these requests is crucial to staying on top of addressing customer needs in a timely fashion. But a good helpdesk tool is more than just a ticketing system. With this in mind, one client looked to OneDesk to meet this need, knowing that our feature set and capabilities go beyond ticket management.