How to Customize the Case Tab and Customer Tab in a Case Theme

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

Desk.com allows you to customize the information that Agents see as cases enter the system.

Customizing the Desk.com Classic Agent Desktop Case Tab

You can edit the HTML and fields contained within the Classic Agent Tab in the Desk.com 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.

 



Where do I edit this information

Administrators can create multiple case templates, and one case tab can be active at a time. Find the case templates at http://(yoursite).desk.com/admin/case-management/case-settings/templates

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
  • Custom Case Fields: Custom Case Fields defined in the Admin are accessible within this template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "custom_" like so: custom_[custom field name]

    Liquid Objects Available: customer, case

 

Customizing the Desk.com Classic Agent Desktop 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 a field and/or provide a custom display for information.

Where do I edit this information

Administrators can create multiple customer templates, and one customer tab can be active at a time. Find the case templates at http://(yoursite).desk.com/admin/case-management/customer-settings/templates

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 Customer Tab?

The case 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.

Input Fields Available:  

  • thumb: Customer Thumbnail 
  • 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
  • Custom Customer Fields: Custom Customer Fields defined in the Admin are accessible within this template. To display an input field for this custom field, prefix the unique custom field "key" as defined in the admin with "custom_" like so: custom_[custom field name]
     
  • Liquid Objects Available: customer

You can update these fields with macros.

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