Being an Efficient Agent
Note: This is an article that references the Classic Agent console.
You may want to also review the Agent and Getting Started topics on the Desk.com Support Center. There is a wealth of information, articles and videos from generic overviews to specific answers.
This article will guide you to information on being as efficient as possible as an agent by using:
- Respond to Multiple Cases with Bulk Update
- Desk.com Mobile
- Forwarding Cases out of Desk.com
- Deleting Attachments
- Keyboard shortcuts to do what you need to do faster
When you have multiple cases that require the same response or series of actions, use the Bulk Update feature to respond to all of those case at one time. Here’s how:
You can access your Agent Desktop through the Desk.com Mobile App. Here’s how:
You may want to send a case to someone that is not in Desk.com. Here’s how:
You and your customers may be sending attachments back and forth to help you in your communication, and at time you may want to delete this attachments to keep your cases clean and succinct. Here’s how:
Agent users can quickly navigate the Classic Agent Desktop with keyboard shortcuts for common actions such as updating the case, sending the message, or accessing the macro control. A list of keyboard shortcuts is listed below. (You can also click the keyboard icon in the Classic Agent Dashboard to see the shortcuts.)
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