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Note: This is an article that references the Classic Agent console.
Desk.com contains many features to make you more efficient in the Classic Agent console. You can use "Quickcodes" from any Desk.com to add Knowledge Base content quickly and easily to your customer replies. However, Macros are the more powerful version of automating actions and including articles in case replies. Quickcodes will not be available in Next Gen Agent agent however, you can convert your existing Quickcodes into Macros, see Turn Quickcodes into Macros.
Quickcodes allow you to type a simple string (like "Contact") and insert the contents of a particular article from your Desk.com Knowledge Base.
In the Classic Agent console, you'll notice a Quickcodes input box -- start typing and you'll see a list of available Quickcodes displayed for easy selection -- that can be used to select either with your mouse or with your keyboard arrows in a "type-down" selection. When you select the Quickcode corresponding to the Knowledge Base article you want to insert, Desk.com will automatically insert the contents of that article instantly into the response area.
Here's a quick view of a case showing the Quickcode typedown in the Classic Agent console:
Creating Quickcodes is quick and easy. First, you will need to navigate to the Articles section in Admin > Content > Articles. Locate the article you want to edit to add a Quickcode.
In the Quickcode field for that article, simply type in the code you want to use as a Quickcode to return the contents from the article to a case in Classic Agent.
Quickcodes vs. Macros
You may notice a significant overlap of the Quickcode feature with Desk.com Macros.
Here are the key differences between Quickcodes and Macros:
- Quickcodes change only the Agent Response
- Macros can contain many actions, including setting of Case fields, inserting information, and other system actions