New in OneDesk July 2022
OneDesk’s latest update is live and includes the following features and enhancements.
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
OneDesk - Getting Started: Tickets Overview
An introduction of how to create and use tickets in OneDesk. Highlights the difference between tickets and tasks and how to use the ticket detail panel. OneDesk combines Help Desk & Project Management software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
Webinar: Build real-time dashboards using Geckoboard & Zendesk ~ June '22
Learn how to connect your Zendesk account to Geckoboard and create KPI dashboards to keep your team and stakeholders in the loop.
The new face of user groups - and 3 reasons to consider joining
The need to embrace a digital-first approach to business over the past two years has brought about new opportunities to connect with one another — from our colleagues to our customers and even their customers. With distances shortened by a screen, customer communication no longer remains a regional affair or something that requires travel.
What is Enterprise Service Management?
Enterprise service management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization. This will typically include not only using the same processes or practices used in ITSM, but also the same technology (for example, tools such as a Service Desk) as a means of work enablement. As a starting point for better understanding of what ESM is, there’s a need to first understand what ITSM is...
Rain or shine, new integrations are in season
Bigblue (Support) is a fulfilment solution for e-commerce brands. Hundreds of brands leverage their warehouse network in Europe to scale their operations effortlessly and build a delivery experience that boosts sales. With the Bigblue App for Zendesk Support, you can display Bigblue data directly in your Zendesk sidebar, automatically create alerts for delivery issues while proactively solving them, and easily escalate an issue to Bigblue for carrier delays or lost parcels.
Digital Workplace Technology Landscape 2022
While organizations have offered remote work options even before the COVID-19, the role of the pandemic in accelerating the shift to a completely remote or at least a hybrid model of work cannot be overstated. In fact, in a 2022 survey about remote work, the majority of the respondents said that they can build a strong company culture even if employees are in the office only 3 days a week.
Key Factors to Consider When Buying Chat Support Software
Buying chat support software for the first time may be overwhelming, especially with the tedious buying process and the countless product options on the market to choose from. This guide will walk you through key factors when shopping for the best chat support software for your business.
Megan Engels' 4 Top Service Desk Managers Soft Skills
Working for the service desk, it's not all about the hard knowledge. Agents can expect to be employing some soft skills when communicating with end-users and the rest of the organization. But while service desk agent soft skills are often discussed, service manager soft skills can sometimes be overlooked. Managers need to deal not only with how to optimize their processes but how to help their team deliver the best service possible.
Customer Support vs Customer Success: The Verdict is Out
Customer support vs customer success – two terms that have been seen as the same function in some companies, while also operating as completely separate groups within others. While customer support is key to solving customer problems and producing great experiences, customer success is responsible for empowering customers, keeping them happy on your platform/ through your services, and bringing them back for more.