Overview of OneDesk

A project timeline is a list of tasks or activities organized by the date that allows project managers to see the entire project in one place. A project timeline is usually shown by a horizontal bar chart, with each task assigned a name and a start and end date. Timelines are becoming popular in projects (and products) because they give a good overview of the different activities and areas. They can be used to display events, products, designers and just about anything that plays an important role in your project. Timeline views are used extensively on social media and can provide a very engaging way of displaying information on your website.

A project template is a project that contains work packages and activities that you know you'll use again and again on other projects. Project templates are add-ins in Excel that cause the software to perform special operations or display specific information or data when you use certain features. Project templates provide the ability to automate repetitive processes, thereby improving the speed and accuracy of your work. A template project is a reusable code base that’s used as the foundation of projects, providing a starting point for your projects which can be customized to meet specific needs.

Idea management is a structured method of producing, capturing, discussing, enhancing, organizing, analyzing, and prioritizing valuable insight or alternative thinking that would not have emerged otherwise. Idea management technique will help you turn those dead end meetings into brainstorming sessions that generate actionable ideas your team can act on immediately. It’s essentially a way to lay out your brainstorming in an organized manner where anybody can pitch an idea and anybody can get feedback on an idea.

Kanban Board is a powerful project management tool that helps teams to visualize their work and optimize their workflow. It is based on the Japanese Kanban method, which focuses on continuous improvement and efficiency in project management. The main feature of the Kanban Board is its visual representation of tasks, typically organized in a series of columns, representing different stages of the project. This allows team members to see the progress of their work at a glance, making it easier to prioritize tasks and identify potential bottlene

Recurring task management entails ensuring that the project manager correctly manages recurring tasks (those that occur on a regular basis) to maintain efficiency and productivity. Things like creating a schedule, tracking progress, and notifying others about what tasks were being done could be a nightmare to maintain. Recurring tasks are easily forgotten, or missed because of the busy schedules.

The process of recording and tracking hours spent and expenses related to projects is known as time and expense. Multiple timesheet and expense views and configurable work time, overtime, approval, and cost reporting regulations are available in time and expense software, allowing organizations to successfully collect and manage time and expenses based on their specific needs. A time and billing software solution may include time and expense software applications. Companies can eliminate errors, duplicate entries, and administrative overhead by using time and billing software. It can also help to save time by collecting and reporting project data, managing timesheets, and entering data remotely.

The technique of managing a task throughout its life cycle is known as task management. Planning, testing, tracking, and reporting are all part of the process. Persons can use task managers to achieve their goals, or groups can collaborate and share expertise to achieve collective goals. Management of all aspects of a task, including its status, priority, time, human and financial resource assignments, recurrence, dependency, and so on, is required for effective task management. The primary activities of task management can be grouped in this way. Specialized software, such as workflow or project management software, can manage many persons or team responsibilities. Task-oriented project managers keep a detailed and up-to-date project schedule and are usually adept at leading team members and moving the project forward.

Status tracking is a method of accurately locating an object in transit from point A to point B using a decentralized and digital location like a laptop or smartphone. The tracking information may be accessible from a variety of locations across the world to see where packages, freight, and items are now located, as well as other details like the order date, order number, ship carrier, final location, transit time, projected date, and proof of delivery. For example, for its customers' orders, Amazon.com, the world's largest online retailer, uses status tracking and numerous competing carriers. When you first place an order, Amazon.com sends you an email confirming the final pricing of all items, including the price of each item, the shipping cost, the shipment method, and the projected delivery date.

The process of pre-planning, scheduling, and distributing your resources to maximum efficiency is known as resource management. A resource is anything that is required to complete a task or project, such as staff skill sets or software adoption. Depending on the type of project, there are many different types of resource management. For example, suppose you're hosting an event. In that case, some resources include scheduling event workers, deciding which vendors to utilize for promotional materials, investing in software that allows guests to register, and budgeting for anything from freebies to catering. Resource management is all about doing more with less when it comes. Therefore, the focus of resource management is on efficiency and optimization.

A requirement is a need or expectation from a stakeholder that a product, service, or solution must satisfy to be useful. Requirements are often communicated as business rules and should be understood in the context of project goals and quality standards. Requirement management is the process of recording, reviewing, tracking, prioritizing, and deciding on specifications and controlling change and dealing with key parties. It is a continuous process that takes place over the course of a project. A prerequisite is a capability that must be met in order for a project result to be successful.

Project planning is a subset of project management, and it refers to the use of schedules such as Gantt charts to plan and track progress within a project. Manual project planning or the usage of project management software are also options. Project planning is frequently used to arrange several aspects of a project, such as project plans, workloads, and team and individual management. An activity network diagram is used to define the logical relationships between tasks, allowing the critical path to be identified. Project planning is inherently risky because it must be completed before the project can begin. As a result, a weighted average of optimistic, regular, and pessimistic instances is frequently used to estimate work duration.

Portfolio management is means managing an individual's assets in order to optimize earnings over a specific period of time. Project portfolio management (PPM) is used by project managers and project management organisations (PMOs) to assess the possibility for a project's success. Organizations and managers can see the full picture using project portfolio management.

Percent Complete is a field calculated based on Actual Duration and Duration, and it shows how far the project or tasks have progressed. Whether your program uses a % complete method or not depends on whether it's an enterprise application that interfaces with timesheets. If your tool is coupled with a timesheet software, the task's percent complete may automatically increase as your team members log time on it. However, depending on how accurate the team's time tracking is, this may not be the case. Usually, a column on your software's left-hand side of the Gantt chart allows you to insert % manually.

The most effective technique to manage the timeline factor is to track milestones. Effective project planning concentrates on the most critical deliverables, with tasks outlining how the work will be structured to meet the deadlines. Milestones are used to establish these significant delivery dates so that anticipated dates can be compared to committed dates as the project progresses. This is how you keep track of project milestones. Once the plan has been agreed upon with the customer, a baseline or snapshot must be taken to compare the actual project performance. Where comprehensive job assignments are included in the project plans, timesheets are the most significant approach to collect data on the effort expended, and earned value is the most objective indicator of actual performance.

IT project management is the process of planning, scheduling, executing, tracking, and reporting on IT projects (ITPM). Despite the fact that many sectors focus primarily on IT ventures, IT is unique in that it is found in practically all, if not all, of them.

Issue management is the method of identifying and resolving problems. For example, employee or vendor issues, technology failures, and supply shortages can all derail your project. You risk producing unnecessary friction, delays, or inability to achieve the deadline if the situation isn't fixed. Issue management is a popular topic in project management, and refers to the process of managing issues raised during the life of a project. It's an important subject to consider with any project you're involved in, for it helps ensure issues are dealt with quickly and effectively. But issue management can't be conducted in isolation. All aspects of the business have an important role to play.

The process of analyzing, organizing, and monitoring a company's or organization's costs and expenditures is known as Budget management. Managing a budget necessitates adherence to stringent internal spending procedures. A well-managed budget ensures that operations and expansion continue to run smoothly. In most cases, a budget allows specified quantities of money to various objects that require funding. In addition, a budget maintains track of incoming profits. Maintaining healthy cash flow without going over the budget limit is a constant balancing act when managing any budget. When a budget is out of balance, manager must figure out how to boost or decrease spending in specific areas.

The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management. When a service is disrupted or fails to achieve the promised performance during regular business hours, it's critical to get it back up and running as soon as possible. Any situation that has the potential to cause a breach or degradation of service should be met with a reaction that prevents the actual interruption. The goals of incident management are as follows. The incident management method focuses primarily on handling and escalating events as they occur to restore predetermined service levels. Root cause analysis and problem resolution are not part of incident management.

Social media integration is a marketing method that allows you to augment your current branding and marketing efforts using social media platforms. Social media integration helps develop brand recognition and extends the reach of your marketing initiatives by allowing customers to connect or exchange information about your website and social media on various social networks. Social media integration in live chat software enables you to set up a well-organized social media workflow, reducing the amount of systems, screens, and passwords that your agents must manage while also providing with a clear view of the messages and responses made to and from your teams.

Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels such as FAQs, knowledge bases, forums, online communities, and more. Given the numerous advantages, it offers, multi-channel customer care is quickly becoming the new standard. The term'multi' is the foundation of the notion. This means that your customers can contact your company via multiple communication channels with their questions or concerns. It's crucial simply because your customers want to get you as quickly and efficiently as feasible. However, the reality is that people prefer to be linked with you on their preferred channel.

You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated snippets) are reusable messages that can be copied to case or task forms to give users quick and consistent responses or display standard chat response messages in Agent Chat. Macros allow you to add dynamic content, drop-down lists, and fillable fields to templates, in addition to avoiding repetitive actions. For example, macros allow users to create templates with attachments so that they don't have to remember including a specific file every time they compose a particular letter. Instead, you can add information to the message body, fill in the Bcc, Cc, and Subject email sections, and much more.

Storing a document, usually, a digital document, in a document management system is known as document storage (DMS). We now employ electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is frequently tagged with a metadata collection to identify it as belonging to a specific category or classification. Then it's saved as a digital file. A document retrieval specialist knows about the document system's labeling, tagging, and schema. While the requester may be able to use the DMS, even with a simple keyword search, they are unlikely to be as efficient.

To improve attraction, brands are turning to individualized branding tactics. Brands are putting more power in the hands of consumers than ever before, trusting them to create meaningful experiences by allowing customers to modify flavor, food shape, and even the actual packaging design of products. It serves as a tool for marketers to personalize products and services for specific customers. This is when a provider develops a new product or service for a particular customer that did not previously exist. This can happen in both the personal service and business-to-business markets. Companies with high-priced or one-of-a-kind products are more likely to use customized branding.

Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be done. Ticket management is a crucial business strategy built into almost all bug tracking software. Complex problems that can't be resolved in a chat can be handled through tickets. Because they're all in one spot, no inquiry goes unanswered. Customers can leave you messages in the chat widget even if you are unavailable. These communications will be saved as tickets, and you will be able to respond when you return to the internet. When a problem is too tough to handle on chat, you can also file a ticket while talking to a customer.

A chat survey is a method of gathering customer feedback to access their overall experience across channels such as the website, mobile apps, or in-app by rating the agent's performance and the number of products or services available. It's a helpful feature of live chat software that you may personalize with a greeting message and a feedback option that suits your company's needs. Surveys and feedback are simple yet efficient techniques to learn about your customers' opinions on your company. It's one of the most effective techniques to figure out where your customer service lacks and improve customer retention strategies. The survey questionnaire should be created based on your business needs to provide successful results.

The process of resolving known issues in a project is known issue management. Employee or vendor problems, technology failures, and supply shortages can all derail your project. You risk producing unnecessary friction, delays, or even missing the deadline if the situation isn't fixed. Issue reports are unique documents that include all relevant information about a particular topic. The problem tracking program usually creates them automatically. Only necessary data should be written into them by the developer or user. Issue trackers have this feature, and it's beneficial. Probably the most well-known issue is bugs or faults.

A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting instructions. Its goal is to make it simple for people to solve difficulties without asking for assistance. Knowledge bases result from a process known as "knowledge management" that collects and organizes all of that data in a meaningful manner. External or internal audiences can both benefit from knowledge bases. An appliance manufacturer, for example, might keep maintenance instructions in a customer-facing knowledge base and an internal knowledge base where personnel can learn about company policies.

A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and the expected level of service to be provided to the customer at all times. Vendors, services, and industries all have different agreements. Before subscribing to an IT service, the SLA should be thoroughly examined and tailored to maximize service value for both the end-user and the business. Service providers should note the distinctions between internal outputs and customer-facing results since they can assist in establishing service expectations. Service level agreements can cover/define a wide range of internal goals and KPIs.

In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where incidents should be sent. Problem Type, Location, Building/Unit, Purpose, Project, or any combination of the five can be used to automatically route incidents. Location-based and problem-type-based routing are two of the most used routing strategies. Data is used in automated routing to give targeted support. Based on a customer's declared, inferred, and in-the-moment preferences, make informed decisions. With each completed encounter, predictive routing becomes wiser. Gather information and use it to propel your company's development.

Using escalation alerts, users can create notification rules for primary and custom entities. A few requirements may be included in escalation rules, which will result in email or on-screen alerts. Escalation rules are more complicated than notifications and can be used inside and outside a workflow. Escalation rules are typically used to create reports with more than five criteria or a complex SQL trigger clause. A message is displayed on screen or sent through email if one or more conditions are met, the clause is enabled, values are updated, or SQL is performed.

A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themselves when they require assistance, information, or a service. It's one of several ways to give folks who need help self-service, self-help, and, ideally, self-care skills, with that help often requiring no interaction from support professionals. A self-service portal is a wonderful way to save time and money by expediting frequent service requests. Self-service portals also allow up service employees to work on more complex issues or develop new products that will help the company expand.

Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or video-based chat that team members utilize to communicate with one another and discuss or resolve any issues that have arisen. Customer service Customers can also use live chat to communicate with customer service representatives without calling them directly. For example, users can send a message in a chat box instead of waiting for an email response, and then wait for a live chat response from an agent. Live chat might be misleading because there is usually a three-minute or more wait time despite its name.