Agent Desktop Orientation

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Note: This is an article that references the Classic Agent console.

When you log in to the Classic Agent console, you'll see everything you need to be able to respond to your customers. This article will help orient you to navigate the Classic Agent console and prepare you for responding to cases from your customers.

In this article

The Agent Desktop
Accessing Your Support Center as an Agent
Searching for Cases
The Case View

The Full Agent Desktop

The Classic Agent console is where you will see all of your cases from all of your different channels. This view gives you a summary of case information, such as the channel the case came from and the status it is in. This is where you will be accessing your cases to start responding to customers.

Filter View

From your Classic Agent console, you'll be able to select from different filters (e.g. "dynamic search buckets&" or queues) you may have permission to. You can use filters to organize your cases and stay on top of your agent workload. 

You'll be able to click the filter icon to switch back to your filter view when you're in a different section.


When you log in to the Classic Agent console and select a particular filter, you will see a list of cases. From here you can see all of the cases that match your filter's settings and tailor the view to suit your preferences.

The images on the left (1) denote the channel that each case came from. The Status column (2) denotes the status of the case. You can read about what different statuses mean here.

You can also switch and view cases in "Full" view, which will give you more information like the first few lines of the case body. You'd do this by either clicking the switch view icon (3) or by clicking the down arrow (4) next to your email address in the upper right hand corner and selecting Settings and changing Default Case Filter View to “Full”. You can also change your filter sort preferences via the drop down (7) at the left of the view.

Lastly, using the small arrow above the channel column you can choose which columns you want displayed. You can also choose to add in the "actions" column, which gives you the options at #6 in the above screenshot.

Accessing Your Support Center as an Agent

From the Classic Agent console you'll be able to access your Support Center content in order to use articles and canned responses in your replies or to view internal articles and notes.

Searching for Cases

You will use the search tab (1) to search for cases and customers. To search while still in a case, you can use the Quick Search box (2) on the upper right.  You can use this box to search for cases while still in a Case Tab. Find out more about using the search here.

The Case View

When you click on a case from your filter view you'll be taken to the case view. From here you'll be able to send your replies.

In the case you'll see a left column that allows you to access and edit the case, customer, and company details. The middle is the area where you'll add your reply and then at the bottom are the "Update & Send" and "Update, Send & Reply" buttons to allow you to send the message to your customer and the "Close Tab" option let's you choose if the tab should stay open after a reply (un-checked) or close and take you back to the filter view (checked).

At the bottom of the case tab you'll see some handy links. Included in this: 1. The option to delete cases (if this has been enabled by your admin), 2. The link to change the customer associated with the case, and 3. The case timeline.

Additional resources: