Are you a new Desk.com administrator looking for a quick way to get setup with Desk?
Learn the essentials for configuring your team, custom fields, inbound rules, and filters.
Slides used during the webinar are attached below.
Are you a new Desk.com administrator looking for more advanced setup options with Desk? Take the next step and join us in this webinar to explore more additional contact channels, advanced rules, Business Insights and Desk Connect. A suggested pre-requisite is the Admin I (Basics) session.
Curious what your customers think about your support? With Desk.com's customer satisfaction (CSAT) feature, you won't need to wonder any longer! Join the Desk.com Customer Success team for this engaging webinar about CSAT. We'll cover the simple steps you can take to enable this feature and best practices to get the most out of CSAT for your company.
Efficiency is the name of the game when it comes to Customer Support. The faster your agents can move, the faster your customers get their questions answered, the happier they are. Join us as we take a look at some examples of super productive rules, macros, and more.
This video will teach you how to set up email forwarding from other providers, such as Gmail, to your Desk.com email address.
Welcome to Business Insights! Learn about reporting on your support organization with filtering, segmentation, and plenty of critical metrics.
Here are some resources you will find useful to help you familiarize with Business Insights.
The Overview Report provides an overall view of your support operation and is always a great place to start. This article also contains a video which provides more detailed information and steps on launching Business Insights, navigating around it and applying Filters to your report.
We also have an article which covers the various reports we provide in Business Insights.
If you are all about the numbers and metrics, we have a Metrics Glossary that defines every metric we have in Business Insights for each of the reports.
This video will show you how to add users and create both standard and custom roles.
Macros are quick shortcuts in Desk that save your agents time by performing a series of repetitive tasks with the click of a mouse.
This video and the associated knowledge article will show you everything you need to get started using the Business Insights Overview Report.
Notifications are emails sent from Desk.com when triggered by a Business Rule and are typically used to notify internal employees of changes in a case, such as case assignment or inbound interactions. They can also be used to notify a larger group of internal employees or a distribution list of aging cases, escalations, and unusual case requests.