How to Customize the Case, Customer, & Company Tabs with Themes

Overview

Desk allows you to customize the information that Agents see as cases enter the system. You can create custom fields so you can capture the specific data you need from your customers and display it in the case. You can use these custom fields to store and retrieve information for the customer and case.
 

Customizing the Desk.com Classic Agent Case Tab

You can edit the HTML and fields contained within the Case Tab in the Classic Agent console. This tab comprises the left side of the screen when a case is opened. This is a great way to add a field, provide a custom display for information that's returned from an external system, and to make your agents even more effective.

Note: This article references the Classic Agent console. For the Next Gen Agent console, please reference the Next Generation Case Layouts article.
 


Where do I edit this information?

Administrators can create multiple case themes, but only one case theme can be active at a time. To create a Case Theme, go to Admin > Cases > Cases > Case Themes > Add Theme.

Who can see this information

Changes made to the Case tab are visible to Agents the next time they refresh their browser or open a case.

What's available in a Case Tab?

The Case tab contains an HTML area that can be used for free-form design, and can also render the existing case (or custom case) fields inline.

The following fields are available on the Case Tab for display or to place into other fields:  

  • subject: The case Subject input field
  • status: The case Status select field
  • priority: The case Priority select field
  • description: The case Description field
  • labels: The case Labels input field
  • group: The assigned Group select field
  • user: The assigned User select field
  • Case Custom Fields: Custom fields defined in the Admin are accessible within the template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "{{custom_key}}" as shown in the example below.
Note: You can view the Liquid Objects available for Case, Customer, and Company.

As an example, we want to add the Villain custom field to the Case Theme as below:
 

 
The screenshot below is an example of an edited Case Theme, to display the Villain custom field in the Case Tab. 
 


How to remove a field in the Case Tab

If you'd like to remove a certain field, you can do so by either commenting out a section of the code or removing the code entirely. We would suggest that you comment it out just in case you would like to use it in the future.
 
Note: An HTML comment begins with <!-- and the comment closes with -->. HTML comments are visible to anyone that views the page source code, but are not rendered when the HTML document is rendered by a browser.
 
Here's an example of how to remove the "Priority" field from the Case Theme by commenting out the code:
 


 

Customizing the Desk.com Classic Agent Customer Tab

You can also edit the HTML and fields contained within the Customer Tab in the Classic Agent console. This tab is viewable when you click the customer's name. You can add additional fields to provide a custom display for information.

Note: This article references the Classic Agent console. Customizing the Customer Theme is not yet available for the Next Gen Agent.
 


 

Where do I edit this information?

Administrators can create multiple customer themes, but only one customer theme can be active at a time. To create a Customer Theme, go to Admin > Cases > Customers > Customer Themes > Add Theme.

Who can see this information

Changes made to the Customer tab are visible to Agents the next time they refresh their browser or open a case.

What's available in a Customer Tab?

The Customer tab contains an HTML area that can be used for free-form design, and can also render the existing customer (or custom customer) fields inline.

The following fields are available on the Customer Tab for display or to place into other fields:

  • thumb: Customer Thumbnail (Customer's Gravatar image)
  • first_name: First name field
  • last_name: Last name field
  • company: Company field
  • about: Description field
  • title: Title field
  • emails: Email Address fieldset 
  • phones: Phone Numbers fieldset
  • addresses: Mailing Addresses fieldset
  • Customer Custom Fields: Custom fields defined in the Admin are accessible within the template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "{{custom_key}}" as shown in the example below.
Note: You can view the Liquid Objects available for Case, Customer and Company.

Customizing the Customer Theme is not much different, apart from the theme you are editing.
 


Highlighted below is how the Sidekick custom field is added to the Customer Theme.

 

Customizing the Desk.com Classic Agent Company Tab

You can also edit the HTML and fields contained within the Customer Tab in the Classic Agent console. This tab is viewable when you click the Company tab. You can add additional fields to provide a custom display for information.

Note: This article references the Classic Agent console. Customizing the Company Theme is not yet available for the Next Gen Agent.

 

Where do I edit this information?

Administrators can create multiple customer themes, but only one customer theme can be active at a time. To create a Customer Theme, go to Admin > Cases > Companies Company Themes > Add Theme.

Who can see this information

Changes made to the Company tab are visible to Agents the next time they refresh their browser or open a case.

What's available in a Company Tab?

The Company tab contains an HTML area that can be used for free-form design, and can also render the existing company (or custom company) fields inline.

The following fields are available on the Company Tab for display or to place into other fields:

  • company_name: Company name field
  • domains: Domain name field
  • new_domain: Add new domain field
  • unlink_company_url: Unlink Company url field
  • unlink_external_company_url: Unlink External Company url field
  • widget.salesforce.body: Salesforce Widget field
  • Customer Custom Fields: Custom fields defined in the Admin are accessible within the template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "{{custom_key}}" as shown in the example below.
Note: You can view the Liquid Objects available for Case, Customer and Company.



Highlighted below shows where the Company Size custom field is added to the Company Theme.


 

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